Service Level Agreement (SLA)
This Service Level Agreement outlines the expected levels of service, support, availability, and responsibilities for both SchoolPilot and our clients. It ensures a shared understanding of system reliability, uptime expectations, and how issues will be handled.
Service Provider
SchoolPilot Uganda
Smart School Management System
Client
Licensed School/Institution
Educational Institution using SchoolPilot
1Purpose of the SLA
This Service Level Agreement outlines the expected levels of service, support, availability, and responsibilities for both SchoolPilot and the Client. It ensures a shared understanding of system reliability, uptime expectations, and how issues will be handled.
2Service Commitment
SchoolPilot is committed to delivering a secure, stable, and high-performing school management platform to all licensed institutions. This includes:
- Secure and role-based access to data
- Real-time access to system features (reports, attendance, timetables, etc.)
- Prompt technical support during working hours
- Regular system updates and feature enhancements
3System Availability (Uptime Guarantee)
For the purposes of this SLA, a 'school term' aligns with the official term dates published by the Ugandan Ministry of Education and Sports. SchoolPilot guarantees 99% uptime per term, excluding scheduled maintenance and internet-related issues outside our control.
| Service Category | Uptime Target | Description |
|---|---|---|
| Platform Access | 99% per term | Login, dashboard, features, data access |
| SMS Notifications | 97% per term | Delivery of bulk messages to parents |
| Backup & Recovery | Daily | Automatic encrypted backups at 2AM daily |
Service Credits: If platform access uptime falls below the guaranteed 99% in any given school term, the Client will be eligible for a service credit applied to their next invoice.
| Uptime Range | Service Credit |
|---|---|
| 98.0% to 98.99% Uptime | 5% Service Credit |
| 97.0% to 97.99% Uptime | 10% Service Credit |
| Below 97.0% Uptime | 20% Service Credit |
To receive a credit, the school administrator must submit a request via email within 15 days of the end of the term.
4Support & Response Times
We offer technical support via phone, WhatsApp, and email.
| Issue Severity | Example Issues | Response Time | Resolution Target |
|---|---|---|---|
| 🔴 Critical | System login failure, data loss | Within 1 business hour | 2–6 business hours |
| 🟠 High | Report card not generating | Within 2 business hours | Same business day |
| 🟡 Medium | Library book not updating | Within 4 business hours | Within 24 hours |
| 🔵 Low | Feature requests, UI issues | Within 1 business day | Within 3–5 days |
📌 Definitions for Support:
- Business Hours: Monday–Friday, 8:00 AM to 6:00 PM EAT.
- Business Day: Any day from Monday to Friday, excluding public holidays in Uganda.
- Response Time Measurement: Response time targets are measured during Business Hours. For issues reported outside of these hours (excluding 'Critical' issues), the response time clock will begin at 8:00 AM on the next business day.
- Emergency Support: Available 24/7 for 'Critical' system access issues only, handled via our primary support line.
5Maintenance & Updates
We carry out scheduled system maintenance and updates outside of school peak hours (usually weekends or late evenings).
- Clients will be notified at least 24 hours in advance
- Maintenance downtime is usually less than 1 hour
- Emergency security patches may be applied with short notice if necessary
- All updates are designed to enhance system security, speed, and feature set
6Data Backup & Recovery
- Backups are performed daily and stored securely
- Recovery of deleted or lost data (due to user error) is possible within 30 days of the incident
- A recovery request must come from the school administrator
7Client Responsibilities
To ensure service efficiency, the school must:
- Ensure only authorized users access the system
- Train staff on correct usage of features
- Report issues promptly via official channels
- Maintain stable internet and compatible devices for system access
8Service Exclusions
This SLA does not cover:
- Issues caused by poor internet connectivity at the school
- User training beyond the initial onboarding package
- Misuse or negligence by the school's users
- Integration with third-party systems not approved by SchoolPilot
9Term and Termination
This SLA remains active throughout the term of the client's license or subscription agreement. It may be revised with mutual agreement or automatically updated with platform-wide changes.
10Contact for Support & Escalation
For technical support and escalation, contact us through any of the following channels: