Service Level Agreement (SLA)

1. System Uptime Guarantees

Gradenest guarantees a monthly system uptime availability of **99.9%**. Uptime calculations exclude scheduled maintenance windows (Sunday mornings between 02:00 AM and 02:15 AM UTC) which are announced 48 hours in advance.

2. Response & Resolution Commitments

Support response times are prioritized by issue severity:

• **Urgent (Priority 1)**: Complete system outage during exam week — under 30 minutes response time.
• **High (Priority 2)**: Teacher login blocks or report card compilation issues — under 2 hours response time.
• **Medium (Priority 3)**: Portal configurations or general settings help — under 4 hours response time.

3. Service Credits

If Gradenest fails to meet its uptime availability guarantee in any given billing cycle, eligible schools can request service credits of up to 10% of their monthly subscription fee.