1. Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between ScholarLMS (“ScholarLMS”, “Service Provider”, “Provider”, “we”, “our” or “us”) whose uniform resource locater is “http://www.ScholarLMS.com” and our customer (“Client”, “Customer”, “you”, “your”) for the provisioning of IT services required to support and sustain on-cloud web-based eLearning platform provided and hosted by ScholarLMS.

This Agreement remains valid until superseded by a revised agreement. This Agreement is effective since 01 Jan 2015. This Agreement was last updated on 12 Nov 2021.

This Agreement outlines the parameters of all IT services covered. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer by us.

The goal of this Agreement is to obtain mutual agreement for IT service provision between ScholarLMS and you.

The objectives of this Agreement are to:

  • Provide clear reference to service ownership, accountability, roles and/or responsibilities.
  • Present a clear, concise and measurable description of service provision to the customer.
  • Match perceptions of expected service provision with actual service support & delivery.

3. Stakeholders

The following Service Provider and Customer will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

IT Service Provider: ScholarLMS (“Provider”)

IT Customer: ScholarLMS’s customer (“Customer”)

4. Periodic Review

This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.

ScholarLMS is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required only after next review date.
Review Period: Yearly (12 months)
Next Review Date: 01-Nov-2022

5. Service Scope

At the time of signing up with ScholarLMS, ‘Customer’ receives a unique (permanent) URL treated as the LMS site. The scope of the services by Provider is limited to the “LMS Site”. Third party applications, or Sign Sign On (SSO) integrated within ‘Customer’ LMS site are out of scope of this agreement.

6. Service Uptime Commitment

At the time of signing up with ScholarLMS, ‘Customer’ receives a unique (permanent) URL treated as the LMS site. The scope of the services by Provider is limited to the “LMS Site”. Third party applications, or Sign Sign On (SSO) integrated within ‘Customer’ LMS site are out of scope of this agreement.

ScholarLMS will provide ‘Customer’ access to the LMS site/application on a twenty-four hour, seven days a week (24×7) basis at a rate of 99.9% uptime. If we fall short of our 99.9% uptime commitment and your LMS site is affected, we’ll apply a service credit to your account for future use.

6.1 Measurement method

On a quarterly basis, the ScholarLMS’s service uptime metric will be measured using the measurable hours in the fiscal year quarter (total time minus ‘Scheduled Downtime’ minus ‘Excused Downtime’ as the denominator. The numerator is the denominator value minus the time of any outages in the quarter (duration of all outages combined) to give the percentage of available uptime.

A Network Outage is defined as a period in which 100% packet loss to the website is experienced, which is determined to have been caused by a problem in ScholarLMS’s Network as confirmed by ScholarLMS. Downtime or outages are measured as the total length of time of the unplanned interruption in service availability in a calendar month.

6.2 Scheduled Downtime

The downtime covered under Scheduled Downtime are:

  • System maintenance
  • System upgrades
  • Urgent security fixes
  • The scheduled downtime is notified as soon as 7 days prior to the date. Urgent security fixes are excluded from notification.

6.3 Excused Downtime

The LMS uptime metric shall not apply to performance issues caused by the following:

  • Overall internet congestion, slowdown, or unavailability caused by a non-standard environment (Natural disaster).
  • Unavailability of generic internet services (e.g. DNS servers) due to virus or hacker attacks
  • Actions or inactions of ‘Customer’ or third parties beyond the control of ScholarLMS.
  • A result of ‘Customer’ equipment or third-party computer hardware, software, or network infrastructure not within the sole control of ScholarLMS
  • SaaS infrastructure maintenance.

7. Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

7.1. Customer Service Availability

Coverage parameters specific to the customer service(s) covered in this Agreement are as follows:

  • Email support: Monitored 4:30 A.M. to 8:30 P.M. (Monday to Friday) UTC. Turn around time of 24-48hrs.
  • Support ticket: Monitored 4:30 A.M. to 8:30 P.M. (Monday to Friday) UTC. Turn around time of 24-48hrs.
  • Live chat: Monitored 4:30 A.M. to 8:30 P.M. (Monday to Friday) UTC. Live chat is subject to availability of support staff.
  • Tickets/Emails/Offline chats received outside of supported hours will be collected, however no action can be guaranteed until the next working day.
  • Emails received outside of office hours will be collected, however no action can be guaranteed until the following business day.

7.2. Service Requests

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:

  • Within 30mins for Outages
  • 0-8 hours (during business hours) for issues classified as Blocker/High priority.
  • Within 48 hours for issues classified as Normal priority.
  • Within 5 working days for issues classified as Custom Development.

Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.

7.3. Custom Development Requests

A request for a missing feature from ScholarLMS will be categorized as ‘Customer  Development Requests’, and maybe charged based on custom development policy at https://www.scholarlms.com/custom-developments/

7.4 Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

  • Payment for all support costs at the agreed interval.
  • Reasonable availability of customer representative(s) when resolving a service related incident or request.

7.5 Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

  • Meeting response times associated with service related incidents.
  • Appropriate notification to Customer for all Scheduled Downtime.

7.6 Data Backup

ScholarLMS will backup LMS site’s data in a commercially reasonable manner. Backups will be stored for no longer than 15 days. If required, the backups can be used to restore LMS site to a previous state.

8. Service credit

If we fall short of our uptime commitment, we’ll add credit to your account as per below structure.

Quarterly uptime rating Rating Service credit
Between 99.9%-100% Meets goals Not applicable
Between 99.0%-99.8% Tolerable Five(5) days extension to the subscription period.
Below 99% Unacceptable Fifteen(15) days extension to the subscription period.

Service credit is not a refund, cannot be exchanged into a cash amount, is capped at a maximum of 30 days of paid service, requires you to have paid any outstanding invoices and expires upon termination of your customer contract. Service credit is the sole and exclusive remedy for any failure by ScholarLMS to meet its obligations under this SLA.