The SitEducate Maintenance & Service Level Agreement (SLA) provides security, service, support, uptime and performance targets to you. We are committed to providing you unparalleled service and reliability. We recognize that you need to have our services available on demand and we strive to consistently exceed our service-level commitments.
This SLA has been designed to offer you peace of mind and to define exactly what is expected from an organisation dedicated to service excellence. We respect the fact that you entrust your hosting and online infrastructure to us, and we in turn ensure:
- You receive a school communication solution developed, hosted and made available online to configure, update and share
- Your SitEducate solution will be regularly updated to keep pace with technology changes (e.g. new versions of web browsers) and enhanced with new functionality
- You will have an opportunity to participate in regular user group meetings that will play a significant role in determining the functionality of future solution enhancements and the priority with which they are developed
- SitEducate featured hosting, product upgrades, training and support are made available according to the Service & Maintenance SLA and Packaging & Pricing guidelines published on the SitEducate.com website and updated from time-to-time
- Whenever possible all costs – hosting, training, support and upgrades – will be included in your Support & Maintenance fee with any additional usage based or ancillary costs clearly communicated
- You have 3-months after agreeing to move forward with SitEducate to depart without additional Support & Maintenance costs being payable
- Other than during the relatively short contract period you can choose to terminate the Support & Maintenance Agreement and retain control over a separately and independently hosted and managed instance of SitEducate according to the full terms and conditions of the enclosed SLA
The full SLA Terms & Conditions address the following areas and can be viewed here:
- SitEducate Solution
- Invoicing & Terms
- Trial Period & Termination
- Confidentiality
- Content & Intellectual Property Rights
- Limitation of Liability
- Force Majeure
- Dispute Resolution
- Server Resource Usage
- Network Security
- Anti Virus Protection
- Scheduled Maintenance
- SitEducate Redundancy & Backup