Service Level Agreement for Edu Vique
This Service Level Agreement (SLA) outlines the commitments made by Edu Vique regarding service availability, maintenance, support, and incident response.
Uptime Commitment
Edu Vique commits to maintaining an uptime of 99.9% on a monthly basis. This commitment excludes scheduled maintenance and other specified exclusions.
Scheduled Maintenance
Scheduled maintenance will occur at least once a month and will be communicated to users at least 48 hours in advance. Maintenance windows will be scheduled during off-peak hours to minimize impact on users.
Incident Response Times
Edu Vique will respond to incidents based on the following severity levels:
- Critical: Response within 1 hour, resolution within 4 hours
- High: Response within 2 hours, resolution within 8 hours
- Medium: Response within 4 hours, resolution within 24 hours
- Low: Response within 1 business day, resolution within 3 business days
Support Tiers
Edu Vique offers the following support tiers:
- Tier 1: Basic support via email during business hours
- Tier 2: Enhanced support via email and chat during business hours
- Tier 3: 24/7 support via phone, email, and chat
Exclusions
The following situations are excluded from the uptime commitment:
- Force majeure events (natural disasters, etc.)
- Third-party service outages
- Customer-induced downtime
- Scheduled maintenance
Credits for Downtime
If Edu Vique fails to meet the uptime commitment, customers may request service credits as follows:
- 99.0% – 99.9% uptime: 10% credit of monthly fee
- 95.0% – 98.9% uptime: 25% credit of monthly fee
- Below 95.0% uptime: 50% credit of monthly fee
Credits will be applied to the next billing cycle upon approval of the request.