SDLE Service Level Agreement (SLA)
This Service Level Agreement (SLA) is a policy governing the use of the Self-Directed Learning Engine™ (SDLE). This SLA applies separately to each tenant using the SDLE. Unless otherwise provided herein, this SLA is subject to the terms of the standard SDLE Subscription License Agreement. We reserve the right to change the terms of this SLA in accordance with the SDLE Subscription License Agreement.
2. Hours of Coverage
The procedures in this SLA are followed from 8:00 A.M. to 5:00 P.M. Monday through Friday Eastern Standard Time (EST) (except on holidays). Additional hours may be contracted by each customer.
3. Language Support
Support will be performed in English.
4. Incident Management
The SDLE Support Team will respond by email to the Customer’s request within 4 working hours during the Hours of Coverage. If an incident is reported and received in the evening, weekends or holidays, then the SDLE Support Team will respond during the next business day.
After research is performed, should a problem be discovered, Edutainment Media will immediately notify Customer of an estimated resolution time, will make best available efforts to correct the issue, and will subsequently notify the Customer of the resolution.
Scheduled Maintenance means any SDLE maintenance activities where the customer shall be given at least 3 business days advance notice of such maintenance activities. These include regular enhancements. Such activities are typically performed during the standard maintenance window from 3 AM to 6 AM Eastern Standard Time (EST).
Unscheduled maintenance means any SDLE maintenance activities performed as a result of a Threat or an Emergency. A Threat is defined as a situation or condition that would not normally cause an outage to a customer but introduces a very low risk to services or may lead to a brief service interruption of less than 1 hour. In the case of a Threat, the SDLE application Support Team will strive to provide customers with one day advance notice. In the event of an Emergency (defined as unplanned critical repairs, acts of vandalism and/or nature that has caused or could cause a degradation or interruption of service) the SDLE Support Team will make best efforts to provide customers with notice and an estimated time to repair.
6. Service Commitments
SkillDirector will use commercially reasonable efforts to make the SDLE available 99.8% of the time (24x7x365), excluding Scheduled Maintenance.