Legal
Service Level Agreement
Effective 2026-04-24 · Version 1.0
This SLA applies to all EdHubAI paid subscriptions. Trial tenants and sandbox deployments are explicitly excluded.
1. Uptime commitment
EdHubAI commits to 99.9% monthly uptime across the Gateway admissions portal, Guardian parent portal, public apply forms, core platform API, and authentication. Uptime is measured in one-minute intervals from EU, US, and APAC synthetic monitors against a healthy health-check endpoint.
2. Excluded windows
- Scheduled maintenance announced ≥ 5 business days in advance on the status page.
- Customer-caused outages (invalid configuration, third-party integrations the customer owns, bulk imports exceeding advertised rate limits).
- Force majeure — cloud-provider region-wide incidents that our architecture cannot reasonably mitigate.
3. Incident response targets
| Severity | Definition | First response | Resolution |
|---|---|---|---|
| P1 | Core platform unavailable for multiple schools | 15 min (24/7) | 4 h |
| P2 | Core platform degraded or single school fully down | 1 h business hours · 4 h out-of-hours | 1 business day |
| P3 | Non-core feature degraded, workaround available | 1 business day | 5 business days |
| P4 | Cosmetic / documentation | 5 business days | Next release |
4. Service credits
If we miss the 99.9% target in a calendar month, customers who submit a claim within 30 days receive credit against their next invoice:
- 10% — monthly uptime under 99.9% and at least 99.0%
- 25% — monthly uptime under 99.0% and at least 95.0%
- 50% — monthly uptime under 95.0%
Credits cannot exceed the monthly subscription fee and cannot be converted to cash.
5. Data protection
- Backups: point-in-time recovery up to 7 days via Neon branch snapshots; nightly full dumps retained for 30 days.
- Regional residency: EU / US / APAC / CN tenants can pin data to a regional Neon branch.
- RTO: 4 hours for platform-wide recovery from a primary-region failure.
- RPO: 5 minutes for any data written since the last WAL snapshot.
6. Support channels
- Email: [email protected] (24/7 for P1, business hours for P2–P4)
- In-app: the
/admin/supportlink in every portal creates a ticket tagged with school-id and user-id automatically. - Status: status.edhubai.com — subscribe for incident notifications.
7. Scope
This SLA is part of the EdHubAI Master Subscription Agreement. In any conflict between this document and the MSA, the MSA controls. The full document history lives in the repository at docs/legal/sla.md.