Service Level Agreement

This SLA describes how Classroom Pulse approaches service availability, maintenance, and support for customers.

Unless a separate written agreement says otherwise, this SLA describes targets and operating expectations rather than a guaranteed remedy framework.

We work to keep Classroom Pulse available and responsive, but availability can be affected by infrastructure providers, internet conditions, emergency changes, and customer-side factors.

Typical exclusions from availability calculations include

• Scheduled maintenance
• Emergency maintenance needed for security or stability
• Outages caused by third-party providers or upstream networks
• Customer misuse, unsupported environments, or local connectivity issues
• Force majeure events

Support is available through support@classroompulse.io.

Operational targets

• Critical access or service issues are prioritized first
• High-severity product issues are reviewed ahead of general questions
• General support and configuration questions are handled in standard support queues

Response timing may vary by plan, issue complexity, business hours, and contract terms.

Classroom Pulse performs routine maintenance, updates, and security work as part of operating the service.

Maintenance principles

• Planned maintenance is scheduled to reduce disruption where practical
• Material customer-facing disruptions are communicated in advance when feasible
• Emergency changes may be performed without advance notice when necessary to protect the service

Operational continuity depends on security controls, monitoring, backups, and recovery procedures.

Examples include

• Infrastructure-supported backup and recovery practices
• Logging and monitoring for reliability and abuse detection
• Security patching and issue remediation
• Coordination with providers during incidents affecting the platform

Customers help maintain service quality by

• Using supported browsers and environments where applicable
• Reporting issues with enough detail to reproduce them
• Managing user access appropriately
• Maintaining their own local policies for exports, records handling, and downstream business continuity needs