Service Level Agreement (SLA)
Availability and performance commitments
Target Availability
99%
Monthly uptime (excluding scheduled maintenance)
Availability Definition
Availability means authenticated users can access core functionalities of the TeacherHubPro platform.
Exclusions
The following downtime does not count toward availability calculation:
- Scheduled maintenance (notified at least 24 hours in advance)
- Force majeure events
- Issues caused by factors outside our control
- Third-party provider outages
Incident Response
When a service incident is identified:
- Immediate investigation: Our team investigates and works to resolve the issue.
- Communication: We provide updates when required for significant incidents.
- Corrective measures: We implement fixes and preventive measures.
Maintenance Window
Scheduled maintenance is typically performed during low-traffic hours and notified in advance via:
- In-app notification
- Email to administrators (for enterprise accounts)
Support
Support is available via:
- Email: support@teacherhubpro.com
- In-app help center
Enterprise Agreements
Enterprise customers may negotiate custom SLAs with enhanced availability commitments, dedicated support response times, and service credit terms.
Contact us to discuss enterprise agreements:
Questions? Contact us at support@teacherhubpro.com