This policy defines how Intellischool will handle changes to platforms that impact our integrations. It ensures timely communication, rapid response, and minimal disruption to our customers.
Scope
This policy applies to all integrations maintained by Intellischool, whether through APIs, direct database connections, or other means. It also applies to situations where a customer changes a core system that Intellischool integrates with.
Monitoring and Detection
- Intellischool will actively monitor integration performance for anomalies.
- Intellischool will maintain automated alerts that detect failures or unexpected behaviour in key integrations.
- Customers and internal teams are encouraged to report any integration issues as soon as they are identified.
Response Process
- Upon detection of an issue, Intellischool’s technical team will conduct an initial assessment within one business day to determine the impact and root cause.
- If the issue is due to an unannounced change by a third-party provider or a customer’s core system, Intellischool will attempt to contact the relevant party for clarification and resolution timelines.
- If a workaround is available, it will be implemented while awaiting a permanent fix.
Customer Responsibilities
- If a customer plans to change a core system that Intellischool integrates with, they must provide written notice at least 90 days in advance.
- Customers must supply the necessary documentation, test environments, or sandbox access to facilitate a smooth transition.
- Failure to provide adequate notice may result in service disruptions, for which Intellischool is not liable.
Customer Communication
- Customers will be notified if an integration issue is expected to cause significant disruption.
- Status updates will be provided through the appropriate communication channels (email, status page, or direct customer outreach) at regular intervals.
- A final resolution update will be issued once the issue is fully resolved.
Escalation
- If a third-party provider is unresponsive or the issue is critical, where possible, Intellischool’s leadership team will escalate the matter to drive towards a faster outcome.
- If a customer does not provide sufficient notice of a core system change, Intellischool will prioritize resolving the issue using available resources but cannot guarantee immediate resolution.
- If necessary, alternative solutions may be explored to minimize downtime for customers.
Continuous Improvement
- After resolving an issue, a post-incident review will be conducted to identify preventative measures.
- Where possible, proactive monitoring and redundancy will be enhanced to reduce future disruptions.
- Intellischool will advocate for improved change notification practices with third-party providers and customers.
Review and Updates
This policy will be reviewed at least annually to ensure its effectiveness and relevance. Updates may be made as necessary to align with industry best practices and customer needs.