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| Item | Detail |
|---|---|
| Document | EduLedga SLA and Support Policy (eduledga.io/legal/sla) |
| Layer | Layer 2: EduLedga ↔ School |
| Parties | EDULEDGA INNOVATIONS LIMITED and the subscribing School; incorporated into the School SaaS Agreement |
| Version | 1.0 |
| Status | Final |
| Effective date | As for the School SaaS Agreement |
- We aim to keep EduLedga available at least 99.5% of each month, outside planned maintenance.
- Planned maintenance happens at night (WAT) with notice, and not during result-release periods if you tell us about them.
- Support is by email, phone and WhatsApp. Urgent problems get the fastest response.
- If we miss the availability target, you can claim a service credit against your next term's invoice.
1. SCOPE
1.1 This SLA is issued by EDULEDGA INNOVATIONS LIMITED (RC 9591803) ("EduLedga") and forms part of the School SaaS Agreement. It applies to the production Platform at eduledga.io and School subdomains. It does not apply to the public demo, beta features or third-party services (Paystack, mobile networks, email or WhatsApp delivery).
2. DEFINITIONS
| Term | Meaning |
|---|---|
| Availability | The percentage of minutes in a calendar month in which the Platform's core functions (sign-in, viewing and entering records) are available, excluding Excluded Downtime. |
| Excluded Downtime | Planned maintenance notified in advance; emergency security patching; force majeure; failures of the School's devices, power or internet; failures of third-party services outside EduLedga's control; suspension under the Suspension & Termination Policy. |
| Incident | An unplanned interruption or degradation of the Platform. |
| Service Credit | A credit against a future invoice under section 6. |
| Support Hours | 24 hours a day, 7 days a week. |
3. AVAILABILITY TARGET
3.1 EduLedga shall use commercially reasonable efforts to achieve Availability of at least 99.5% in each calendar month.
3.2 EduLedga monitors Availability with automated health checks and shall publish or provide, on request, a monthly Availability report.
4. MAINTENANCE
4.1 Planned maintenance shall, where possible, take place between 22:00 and 05:00 WAT, with at least forty-eight (48) hours' notice by in-app notice or email. EduLedga shall avoid planned maintenance during examination or result-release periods the School has notified to EduLedga at least seven (7) days in advance.
4.2 Emergency maintenance may be carried out without notice where necessary to protect security or integrity, with notice as soon as practicable.
5. SUPPORT
5.1 Channels (24 hours a day, 7 days a week): hello@eduledga.com; phone/WhatsApp 0814 373 1505; escalation to ajieh.daniel@eduledga.com.
5.2 Priority levels and target response times:
| Priority | Definition | Target first response | Target resolution or workaround |
|---|---|---|---|
| P1 Critical | Platform unavailable for the School, suspected data breach, or payments failing for all users | 1 hour | 8 hours |
| P2 High | A core feature unavailable (e.g. report cards, attendance) with no workaround | 4 hours | 2 Business Days |
| P3 Normal | Feature degraded or workaround available | 1 Business Day | 5 Business Days |
| P4 Low | Questions, how-to, feature requests | 2 Business Days | As scheduled |
5.3 The School should designate up to three (3) support contacts. Support requests involving School Data access by EduLedga are handled under the DPA; support staff access the School's tenant only as necessary to resolve the ticket.
5.4 Onboarding support: guidance on student import (including students without email), Role set-up, campus configuration and fee set-up, delivered remotely.
6. SERVICE CREDITS
6.1 If monthly Availability falls below the target, the School may claim a Service Credit as a percentage of the Fees attributable to that month (for this purpose, the Fees for a Term are divided equally across the calendar months of that Term):
| Monthly Availability | Service Credit |
|---|---|
| Below 99.5% but at least 99.0% | 5% |
| Below 99.0% but at least 97.0% | 10% |
| Below 97.0% | 25% |
6.2 Claims must be made by email to hello@eduledga.com within thirty (30) days of the end of the month concerned. Service Credits are applied to the next invoice and are not paid in cash, except on termination, when unused credits are refunded. Service Credits are the School's remedy for Availability shortfalls, without prejudice to its rights for material breach under the School SaaS Agreement or rights that cannot be excluded under the Federal Competition and Consumer Protection Act 2018 (including the right to timely performance of services and notice of unavoidable delays under section 130).
7. BACKUPS AND RECOVERY
7.1 EduLedga takes nightly encrypted backups of the database and uploaded files at 02:00 WAT, stored off-server in the European Union, keeping seven (7) daily and four (4) weekly copies (a maximum of 35 days), with a quarterly restore test. Recovery objectives: recovery point objective of 24 hours and recovery time objective of 24 hours for a full-service restoration.
8. COMMUNICATION DURING INCIDENTS
8.1 For P1 and P2 Incidents, EduLedga shall notify affected Schools' support contacts and provide updates at least every four (4) hours until resolution, and a short incident report within five (5) Business Days of a P1 Incident. Personal data breaches are additionally handled under the DPA and the Data Breach Response Policy.
9. REVIEW
9.1 EduLedga may update this SLA on thirty (30) days' notice, provided the targets are not materially reduced during a paid Term.