Service Level Agreement

1.1 Uptime Commitment

ClassroomPulse commits to maintaining a service availability of:

• Free Tier: 99.0% uptime (allows ~7.2 hours downtime/month)
• Essential Tier: 99.5% uptime (allows ~3.6 hours downtime/month)
• Professional Tier: 99.9% uptime (allows ~43 minutes downtime/month)
• District/Enterprise: 99.95% uptime (allows ~22 minutes downtime/month)

1.2 Measurement Period

Uptime is calculated monthly, excluding:

• Scheduled maintenance windows (announced 72 hours in advance)
• Emergency maintenance (limited to 2 hours per month)
• Force majeure events
• Issues caused by third-party services (Firebase, Stripe)
• Customer-caused outages

2.1 Response Times

• Page load time: < 3 seconds (95th percentile)
• API response time: < 500ms (95th percentile)
• Data sync time: < 2 seconds
• Report generation: < 10 seconds for standard reports

2.2 Data Processing

• Behavior log processing: Real-time (< 1 second)
• Analytics updates: Within 5 minutes
• AI insights generation: Within 15 minutes
• Email notifications: Within 5 minutes of trigger

4.1 Credit Schedule

If we fail to meet our uptime commitment, eligible customers receive service credits:

4.2 Credit Request Process

1. Submit request within 30 days of the incident
2. Include dates and times of unavailability
3. Credits applied to next billing cycle
4. Maximum credit: 100% of monthly fee

5.1 Backup Schedule

• Real-time replication across multiple data centers
• Daily automated backups retained for 30 days
• Weekly backups retained for 90 days
• Monthly backups retained for 1 year

5.2 Recovery Objectives

• Recovery Time Objective (RTO): 4 hours
• Recovery Point Objective (RPO): 1 hour
• Data restoration: Within 24 hours of request

6.1 Scheduled Maintenance

• Performed during off-peak hours (2 AM - 6 AM EST)
• Maximum 4 hours per month
• 72-hour advance notice via email and in-app notification
• Scheduled on weekends when possible

6.2 Emergency Maintenance

• Limited to critical security updates or system failures
• Maximum 2 hours per month
• Notification as soon as practicable

• 24/7 security monitoring
• Quarterly security audits
• Annual penetration testing
• Security incident response within 1 hour
• Data breach notification within 72 hours
• Encrypted data in transit and at rest

This SLA does not apply to:

• Beta features or services
• Free tier limitations
• Customer misuse or violations of Terms of Service
• Third-party integrations
• Internet connectivity issues
• Customer device or browser issues
• Acts of God or force majeure events