Service Level Agreement.Service Level Agreement.

This page explains the general service and support approach for Eduschools. It applies unless an institution’s signed agreement sets different availability, support, response, recovery, or service-credit terms.

This overview is not a substitute for institution-specific commitments in a signed agreement.

Eduschools is designed to support ongoing institutional operations. Availability may be affected by planned maintenance, emergency security work, internet and mobile networks, third-party services, customer systems, and events outside reasonable control. Any guaranteed availability target must be stated in the institution’s signed agreement.

Institutions can request support through their assigned Account Manager or by emailing support@eduschools.co. Requests should include the institution name, affected area, impact, approximate start time, and screenshots where safe and relevant.

Support coverage and included hours depend on the selected package and signed agreement.

Critical: a widespread outage, confirmed security event, or failure preventing essential institution-wide work.

High: a major function is unavailable for many users and no reasonable workaround exists.

Standard: a limited issue, user question, configuration request, or problem with an available workaround.

Planned: training, data updates, reports, feature requests, or work scheduled with the institution.

We acknowledge, assess, prioritize, and work to resolve requests according to their impact and the institution’s support arrangement. Response and resolution times are not the same: complex incidents may require investigation, third-party action, data recovery, or an application update. Binding response or resolution targets apply only where stated in a signed agreement.

Planned maintenance is scheduled to reduce disruption where practical. Emergency maintenance may be performed without advance notice when needed to protect the service, information, or users. Institutions should keep their contact and escalation details current so notices reach the right people.

Eduschools uses backup and recovery processes appropriate to the hosted service. Recovery options, retention periods, and restoration times depend on the affected service, the incident, and any institution-specific agreement. Institutions remain responsible for their local devices, connectivity, and any exports they choose to retain.

Institutions should maintain authorized users, protect credentials and devices, provide accurate incident details, keep supported software and connectivity available, cooperate with reasonable troubleshooting, and report critical or suspected security events promptly.

If a request is not progressing appropriately, the institution may ask its Account Manager or support contact to escalate it. Service concerns and recurring incidents may be reviewed with institutional leadership. Any service credits or contractual remedies are governed exclusively by the applicable signed agreement.