Service Level Agreement

1.1 Our Commitment

We strive to maintain high availability for all Classroom Pulse services. While we work to minimize downtime, we cannot guarantee specific uptime percentages as service availability depends on many factors including third-party infrastructure.

1.2 Exclusions

Availability calculations exclude:

• Scheduled maintenance windows (announced in advance when possible)
• Emergency maintenance for security or stability
• Force majeure events
• Issues caused by third-party services (Firebase, Stripe)
• Customer-caused outages

We aim to provide responsive service, though actual performance may vary based on network conditions, device capabilities, and data volume.

2.1 Target Response Times

• Page load time: Target under 3 seconds
• Data sync: Target under 2 seconds
• Report generation: Varies based on data volume

3.1 Support Channels

All users can reach support via email at support@classroompulse.io. We aim to respond to inquiries within 1-2 business days, with priority given to critical issues affecting service access.

3.2 Issue Priority

We maintain regular backups of all data through our infrastructure provider (Google Cloud/Firebase). In the event of data loss, we will work to restore data from the most recent backup available.

5.1 Scheduled Maintenance

• Performed during off-peak hours when possible
• Advance notice via email when planned maintenance may cause disruption

5.2 Emergency Maintenance

• May be required for critical security updates or system stability
• Notification provided as soon as practicable

• Data encrypted in transit and at rest
• Regular security updates and patches
• Breach notification as required by law

This SLA does not apply to:

• Beta features or services
• Free tier limitations
• Customer misuse or violations of Terms of Service
• Third-party integrations
• Internet connectivity issues
• Customer device or browser issues