Availability target
We aim for 99.5% monthly availability of the hosted Service, excluding scheduled maintenance (announced in advance and done outside school hours where possible) and outages of third parties such as the hosting provider, internet connectivity, SMS/WhatsApp or payment gateways. This is a service target, not a guarantee of uninterrupted operation.
Support response targets (during support hours)
| Priority | Example | First response | Target resolution / workaround |
|---|---|---|---|
| P1 Critical | Nobody can log in; fee collection stopped | 2 working hours | 1 working day |
| P2 High | A module not working for many users | 4 working hours | 2 working days |
| P3 Normal | Single-user problem, how-to question | 1 working day | 5 working days |
| P4 Request | Suggestion, new report | 2 working days | Planned in roadmap / quoted |
Your responsibilities
Report issues with screenshots and steps, keep login credentials safe, and use a supported browser (latest Chrome, Edge, Firefox or Safari).
Remedy
If availability falls below the target in a month for reasons within our control, contact us within 30 days; we will review and may extend your subscription period as a goodwill credit.