Last updated: July 19, 2026
This Service Level Agreement ("SLA") describes the availability and support commitments for the EduPrime AIcloud platform (the "Service") provided to contracted schools and institutions ("Customer"). Enterprise customers may supersede parts of this SLA with a signed master service agreement. This page is a standard B2B baseline for onboarding.
1. Scope
This SLA covers production web application and API availability for Customer school tenants hosted in our India production environment. It does not cover Customer network issues, third-party integrations (for example Google), scheduled maintenance announced in advance, force majeure, or free trial / demo tenants unless expressly agreed in writing.
2. Uptime target
We target 99.5% monthly uptime for the production Service, measured as the percentage of minutes in a calendar month during which the primary login and core API health endpoints respond successfully, excluding scheduled maintenance windows.
Scheduled maintenance will ordinarily be announced at least 24 hours in advance and, where practicable, performed outside Indian school hours (approximately 08:00–16:00 IST on weekdays).
3. Incident severity and response
| Severity | Description | Initial response | Target workaround / fix |
|---|---|---|---|
| P1 — Critical | Service unavailable for all users at a tenant | 4 business hours | Continuous effort; target restore within 24 hours |
| P2 — High | Core module broken (e.g. attendance, fees) with no workaround | 1 business day | Target fix or workaround within 3 business days |
| P3 — Medium | Degraded feature with a reasonable workaround | 2 business days | Target fix in a subsequent release / 10 business days |
| P4 — Low | Cosmetic issues, how-to questions, enhancement requests | 3 business days | Backlog prioritization |
Business hours for support are Monday–Friday, 09:00–18:00 India Standard Time, excluding Indian public holidays, unless a Customer's paid plan states 24×7 coverage.
4. How to report issues
- Email info.eduprimeai@gmail.com with school name, tenant / school code, impact description, and screenshots if available.
- Or use our contact form.
5. Data protection during incidents
Security or privacy incidents involving personal data will be handled under our Privacy Policy and applicable DPDP obligations. We will notify the Customer without undue delay after becoming aware of a personal data breach affecting their tenant, with information reasonably available at the time.
6. Credits and remedies
If monthly uptime falls below 99.5% for a paid production tenant, Customer may request a service credit equal to 5% of that month's subscription fee for each full 0.5% below the target, capped at 25% of the monthly fee. Credits are Customer's sole remedy for downtime under this SLA unless a signed enterprise agreement provides otherwise. Credits must be requested within 30 days after the month ends.
7. Changes
We may update this SLA by posting a revised version on this page. Material reductions in commitments for existing paid Customers will not apply until the next renewal unless required by law or mutually agreed.