Edvias Service Level Agreement (SLA)

This Service Level Agreement ("SLA") describes the service standards Edvias aims to provide for institutional customers.

This SLA forms part of the Institution Terms & Data Processing Agreement where expressly incorporated into an Institution Agreement.

Nothing in this SLA overrides any non-excludable rights under applicable law.

This SLA applies to:

• Schools
• Universities
• TAFEs
• Registered Training Organisations
• Government agencies
• Enterprise customers

It does not automatically apply to individual consumer accounts unless expressly stated.

Edvias aims for:

95%+ Monthly Uptime

excluding:

• Scheduled Maintenance
• Emergency Maintenance
• Third-party outages outside our reasonable control
• Force majeure events
• Internet connectivity outside Edvias' infrastructure

Uptime is measured monthly.

Where practical, planned maintenance will:

• occur during low-usage periods;
• be announced in advance;
• minimise disruption.

Emergency maintenance may occur without notice where required to maintain security or stability.

Standard Support

Monday–Friday

9:00 AM – 5:00 PM (AEST/AEDT)

excluding Australian public holidays.

Critical incidents may be addressed outside business hours where reasonably practicable.

Edvias maintains reasonable backup and disaster recovery procedures appropriate to the Services.

Backups are intended to assist business continuity and disaster recovery although no guarantee is given by Edvias that the service will remain continuous and the customer shall not be entitled to claim for any damages, loss or breaches of warranties in this regard.

Backup procedures may change as the platform evolves.

Where required by law or contractual obligations, Edvias will:

• investigate suspected incidents;
• contain affected systems;
• notify affected institutions where legally required;
• cooperate in remediation efforts.

If a major outage occurs, Edvias will use reasonable efforts to restore the Services as quickly as practicable.

Recovery priorities may depend on:

• nature of the incident;
• infrastructure availability;
• third-party providers;
• security considerations.

Institution customers should:

• maintain internet connectivity;
• manage authorised users;
• protect login credentials;
• promptly report issues;
• maintain local copies of important institutional records where appropriate.

Service targets do not apply where interruptions result from:

• customer systems;
• internet providers;
• misuse of the Services;
• unsupported browsers;
• third-party authentication outages;
• force majeure events, or
• Any other circumstances or events outside Edvias' control.

Unless expressly agreed in writing, this SLA does not provide financial service credits.

Edvias may update this SLA as the Services evolve.

Material changes will be communicated to affected institutional customers where required.