Service Level Agreement

Service Level Agreement (SLA) – Uptime Policy

1. Uptime Guarantee

Defined Learning, LLC guarantees a 99.5% availability of our software solution, excluding any pre-scheduled maintenance windows. This guarantee is applicable for the duration of the contract between Defined Learning, LLC and the customer.

2. Maintenance Windows

Maintenance windows will be scheduled to minimize disruptions to the customer's operations. They will typically occur during the US Central time zone between 12 am and 4 am. Defined Learning, LLC will communicate the maintenance schedule to customers as early as possible, preferably at least 72 hours in advance.

3. Measuring and Reporting Downtime

Downtime is defined as any period during which the software solution is not accessible or functional, excluding pre-scheduled maintenance windows. Defined Learning, LLC will monitor and measure the uptime of the software solution using industry-standard monitoring tools. Customers are required to report any downtime incidents within 48 hours of the incident through the designated support channels.

4. Compensation for SLA Breach

If the guaranteed uptime of 99.5% is not met during the duration of the agreement, Defined Learning, LLC will provide contract extensions as compensation. The compensation will be calculated as follows:

- For every half percentage point (0.5%) of downtime below the guaranteed 99.5% uptime, the customer will receive a contract extension equal to an additional month of service.

Compensation will be limited to a maximum of the equivalent of 12 months of service, regardless of the severity or duration of the downtime. No refunds, service credits, or other forms of compensation will be provided beyond the contract extensions outlined above.

5. Claiming Compensation

To claim compensation, customers must submit a written request to Defined Learning, LLC within 30 days of the end of the contract term, providing details of the downtime incidents and the total downtime experienced during the agreement period. Defined Learning, LLC will review the claim and, if valid, apply the contract extension accordingly.

6. Support & Response Times

Support requests can be submitted around the clock, 24/7, through our online ticketing system. This can be done by emailing support@definedlearning.com or by submitting a ticket directly via our knowledgebase at https://support.definedlearning.com.

Upon submission, an immediate automated email response will be sent to acknowledge receipt of the request. Our support team then aims to provide a comprehensive resolution and action plan within a 24-48 hour window during standard business days, Monday through Friday.

Please note that this SLA uptime policy forms part of the overall contract between Defined Learning, LLC and the customer, and is subject to the terms and conditions outlined in the main contract.