Last updated: July 2026
We commit to 99.9% monthly uptime for all production services. Uptime is measured as the percentage of time the platform is accessible and functional, excluding scheduled maintenance windows.
Scheduled maintenance windows are communicated at least 48 hours in advance via email to school administrators. Maintenance is typically performed during off-peak hours (12:00 AM – 5:00 AM IST on weekends).
Critical issues (platform completely down): Response within 15 minutes, resolution target 1 hour. High priority (major feature unavailable): Response within 30 minutes, resolution target 4 hours. Medium priority (minor feature impacted): Response within 2 hours, resolution target 24 hours. Low priority (cosmetic issues): Response within 24 hours, resolution target 72 hours.
Support is available via email (support@EduManager360.com), WhatsApp, and phone during business hours (Mon-Sat, 9 AM – 7 PM IST). Critical issues can be reported 24/7 via our emergency support line.
Automated daily backups are performed and retained for 30 days. In case of data loss, we can restore from the most recent backup within 4 hours. Point-in-time recovery is available for the past 7 days.
If monthly uptime falls below 99.9%, affected schools are eligible for service credits: Below 99.9% — 10% credit on monthly fee. Below 99.0% — 25% credit. Below 95.0% — 50% credit. Credits are applied to the next billing cycle upon request.
The SLA does not cover: Downtime caused by factors outside our control (force majeure, ISP issues, DDoS attacks), scheduled maintenance, issues caused by unauthorized modifications or integrations, and beta/preview features.
Monthly uptime reports are available in the admin dashboard. We maintain a public status page showing real-time system health. Incident post-mortems are shared within 48 hours of resolution for major outages.