Service Level Agreement (SLA)
Effective Date: December 2025
Review Date: December 2026
1. Overview
This Service Level Agreement ("SLA") describes the service availability commitment for the Acrux Education platform, including Acrux Mark and Acrux Analyse.
2. Definitions
Term | Definition |
|---|---|
Platform | The Acrux Education web application and associated services |
Service Hours | The published operating hours for each region (see Section 3.2) |
Downtime | Period during Service Hours when the Platform is unavailable due to issues within Acrux Education's control |
Rest Period | Scheduled offline hours designed to support teacher work-life balance |
Monthly Uptime Percentage | (Total Service Hours minutes − Downtime minutes) / Total Service Hours minutes × 100 |
3. Service Availability
3.1 Uptime Commitment
Acrux Education commits to 99.5% monthly uptime during Service Hours.
This allows for approximately 2.5 hours of unplanned downtime per month during operating hours.
3.2 Service Hours
The Platform operates during the following hours in each region:
Region | Service Hours | Rest Period |
|---|---|---|
Australia | 7:10am – 11:00pm AWST | 11:00pm – 7:10am AWST |
United Kingdom | 7:10am – 11:00pm GMT/BST | 11:00pm – 7:10am GMT/BST |
Singapore | 7:10am – 11:00pm SGT | 11:00pm – 7:10am SGT |
3.3 Rest Period — Supporting Teacher Wellbeing
Acrux Education is committed to supporting healthy work-life balance for educators. The Platform is intentionally offline during evening and early morning hours to encourage teachers to rest and recharge.
During the Rest Period, users will see a friendly reminder encouraging work-life balance, with contact details for genuine emergencies.
The Rest Period is not counted as Downtime for SLA purposes. This scheduled offline time also allows us to deploy updates and improvements without impacting teachers during working hours.
3.4 Exclusions
The following are not counted as Downtime:
Rest Period: Scheduled offline hours as defined above
Scheduled Maintenance: Any additional planned maintenance with at least 48 hours notice
Emergency Maintenance: Critical security updates that cannot be delayed
External Factors: Internet connectivity issues, third-party service outages, DNS issues outside our control
Force Majeure: Natural disasters, government actions, or other events beyond reasonable control
Customer-Caused Issues: Misuse of the platform, exceeded usage limits, or issues with customer's own systems
4. Support Services
4.1 Support Availability
Support Channel | Availability |
|---|---|
Email Support | Monday–Friday |
Knowledge Base | 24/7 at help.acrux.education |
Emergency Contact | Available for critical issues — [email protected] |
4.2 Response Times
Priority | Description | Initial Response Target |
|---|---|---|
Critical | Platform completely unavailable during Service Hours | Within 2 hours |
High | Major feature unavailable, no workaround | Within 4 hours |
Medium | Feature impaired but workaround exists | Within 1 business day |
Low | Minor issue, questions, feature requests | Within 2 business days |
Response times apply during support hours as stated in 4.1.
4.3 Support Contact
Email: [email protected]
Privacy Enquiries: [email protected]
Security Enquiries: [email protected]
Knowledge Base: https://help.acrux.education
5. Data Protection
5.1 Backup & Recovery
Protection | Detail |
|---|---|
Backup Frequency | Daily automated backups |
Backup Retention | 30 days |
Point-in-Time Recovery | Available for up to 7 days |
Recovery Time Objective | 4 hours for major incidents |
5.2 Data Location
Customer data is stored in the region specified for their account:
Australia: Sydney (australia-southeast1)
United Kingdom: London (europe-west2)
Singapore: Singapore (asia-southeast1)
Data does not leave the specified region.
6. Service Credits
6.1 Eligibility
If the Monthly Uptime Percentage falls below 99.5% during Service Hours, eligible customers may request a service credit.
Monthly Uptime (during Service Hours) | Service Credit |
|---|---|
< 99.5% but ≥ 99.0% | 10% of monthly fee |
< 99.0% but ≥ 95.0% | 25% of monthly fee |
< 95.0% | 50% of monthly fee |
6.2 Credit Request Process
Submit credit request to [email protected] within 30 days of the incident
Include dates and times of experienced Downtime
Credits applied to future invoices (not redeemable for cash)
6.3 Limitations
Maximum credit per month: 50% of monthly fee
Credits are sole remedy for failure to meet SLA
Credits require customer account to be in good standing
7. Customer Responsibilities
To ensure optimal service delivery, customers agree to:
Use the Platform during published Service Hours
Maintain current browser versions as recommended
Report issues promptly via support channels
Provide reasonable cooperation for troubleshooting
Ensure adequate internet connectivity
8. Monitoring & Reporting
8.1 Service Status
Current service status available at: https://status.acrux.education
8.2 Incident Communication
During service disruptions:
Status page updated within 30 minutes of detection
Email notification for major incidents
Regular updates until resolution
Post-incident summary provided for significant outages
9. Changes to SLA
Acrux Education may update this SLA with 30 days written notice. Continued use of the Platform after changes take effect constitutes acceptance of the updated terms.
Contact:
Email: [email protected]
Website: https://www.acrux.education