Service Level Agreement (SLA)

Customers with an Analytics Ultimate or Data Ops Ultimate subscription benefit from a 99.9% uptime guarantee, as well as fast support responses.

 

1. Service Availability

Intellischool commits to making our platform available 99.9% of the time in each calendar month (“Monthly Uptime Percentage”), excluding Scheduled Maintenance and Excluded Downtime.

• Scheduled Maintenance
  Occasional planned maintenance may be required to update or improve services. Advance notice will be provided via email or in-app notifications whenever possible.

• Excluded Downtime
  Downtime is not counted toward the Monthly Uptime Percentage if it results from:

  • customer’s own hardware, software, or network issues;

  • service suspension or termination in line with the customer’s subscription terms; or

  • factors outside of our control, including outages or degradation at upstream providers (Google Cloud Platform, Cloudflare Workers, Microsoft Azure, Amazon Web Services), internet service provider failures, or force majeure events.

 

2. Support and Response Commitments

At Intellischool, we take a systematic approach to evaluating and responding to any issues that may affect our service. Our impact assessment process ensures that we prioritise and address issues based on their significance to your operations.

Our Four Impact Levels

We categorise all issues into four distinct impact levels:

• ⏫ Critical - Issues that significantly disrupt essential operations
• 🔼 High - Issues that notably affect important functionality
• ⏺️ Moderate - Issues that cause some inconvenience but don't prevent core tasks
• 🔽 Low - Minor issues with minimal operational impact

How We Assess Impact

Our support team evaluates each issue using two primary criteria:

1. Business Impact Assessment
   We consider how the issue affects your ability to:
   1. Perform essential tasks - Can you continue your core educational operations?
   2. Meet your objectives - Does this impact student outcomes or administrative processes?
   3. Maintain security and compliance - Are there any data protection or regulatory concerns?
2. User Experience Impact
   We also evaluate:
   1. User frustration level - How disruptive is this to daily workflows?
   2. Scope of affected users - How many people are experiencing difficulties?
   3. Timing sensitivity - Is this occurring during critical periods like reporting time?

Examples of Our Assessment Process

Low Impact Example: Minor text formatting issues that don't prevent reading or using the interface

• Minimal disruption to daily operations
• Users can still complete their essential tasks

High Impact Example: A feature becomes unusable for users at one school due to a configuration issue

• Significant disruption for affected users
• Essential tasks cannot be completed by the impacted group

Critical Impact Example: Service unavailability during peak usage periods

• Major operational disruption
• Time-sensitive activities are prevented

Our Commitment to Response

Once we've assessed an issue's impact, we assign appropriate priority levels that determine our response timeframes. This systematic approach ensures that the most critical issues affecting your operations receive immediate attention, while all issues are addressed in a timely manner according to their impact level.

This structured approach to impact assessment is part of our commitment to providing reliable, responsive service that supports your educational objectives.

How We Assign Severity Levels

After determining an issue's impact level, we assign a severity level based on the breadth of affected users. This ensures our response prioritisation reflects both the significance of the issue and how many customers are experiencing it.

Our severity levels are:

• 🚨 Critical - Requires immediate attention and fastest response
• 🟠 High - Urgent priority with expedited response
• 🔵 Moderate - Standard priority with timely response
• 🟢 Low - Lower priority, addressed in regular workflow

 

The severity level is determined by combining the impact level with the scope of affected users:

For Critical Impact issues:

• Affecting multiple schools or regions → 🚨 Critical severity
• Affecting one school → 🟠 High severity
• Affecting subset of users at one school → 🔵 Moderate severity

For High Impact issues:

• Affecting multiple schools or regions → 🚨 Critical severity
• Affecting several schools → 🟠 High severity
• Affecting one school → 🔵 Moderate severity
• Affecting subset of users → 🟢 Low severity

For Moderate and Low Impact issues:

• These typically receive 🔵 Moderate to 🟢 Low severity regardless of scope, as the functional impact is manageable

This dual-factor approach ensures that widespread issues receive appropriate urgency, while also recognising that even localised problems can be critical depending on their operational impact.

Response Times

Once an issue has been assigned a severity level, Intellischool will communicate and resolve issues within these timeframes. Note that all times are measured during standard business hours on standard business days in Melbourne, Australia.

Resolution times are not guaranteed due to potential upstream provider involvement, but commercially reasonable efforts will always be applied.

 

3. Service Credits

If the Monthly Uptime Percentage falls below 99.9% (excluding Scheduled Maintenance and Excluded Downtime), customers may request service credits:

• Below 99.9% but ≥99.0%: 5% of monthly subscription fee credited

• Below 99.0% but ≥95.0%: 10% of monthly subscription fee credited

• Below 95.0%: 25% of monthly subscription fee credited

Requests must be submitted in writing within 30 days of the downtime. Credits are applied to future invoices and are the sole remedy for downtime.

 

4. Support Hours

• Standard business hours: Monday to Friday, 8.30am to 5pm, Melbourne/Sydney time.

• Support requests may be submitted via our in-app support options, by e-mailing help@intellischool.co, or calling +61 3 9068 6444.

 

5. Limitations

• This SLA does not apply to customers without an Analytics Ultimate or Data Ops Ultimate subscription.

• Service credits are not cash-refundable.

• The SLA does not apply if the customer is in breach of our Terms and Conditions.

• We are not responsible for failures outside our control, including upstream provider outages.

 

6. Updates

We may update this SLA from time to time. Changes will be communicated to affected customers with at least 10 business days' notice. Any changes will be added to this page as they come into effect.