Service Level Agreement
Our commitment to keeping Lesson Console reliable and available. This SLA outlines our uptime guarantees, support response times, and what happens if we fall short.
Uptime Commitment
We are committed to maintaining high availability for Lesson Console. Our uptime targets vary by plan:
Free Plan
Best effort availability
Studio Plan
Monthly uptime target
Professional Plan
Monthly uptime guarantee
"Uptime" is calculated as the percentage of time the core Lesson Console service is available during a calendar month, excluding scheduled maintenance and force majeure events.
What's Covered
This SLA covers the availability of:
- The Lesson Console web application
- User authentication and login
- Core features: scheduling, student management, messaging
- API access (for applicable plans)
What's Not Covered
- Free tier accounts (best effort only)
- Third-party integrations (e.g., payment processor downtime)
- Features in beta or preview
- Issues caused by user's internet connection or devices
- Scheduled maintenance windows
Scheduled Maintenance
We perform regular maintenance to keep Lesson Console secure and performant. Maintenance is scheduled to minimize disruption:
- Maintenance Window: Sundays, 2:00 AM - 6:00 AM EST (when possible)
- Notice: We provide at least 72 hours advance notice for scheduled maintenance via email and in-app notification
- Duration: Most maintenance is completed within 1 hour
Emergency maintenance may occur outside these windows with shorter notice when necessary to address critical security issues or system failures.
Support Response Times
We aim to respond to support requests within the following timeframes:
| Severity | Description | Studio Plan | Professional Plan |
|---|---|---|---|
| Critical | Service completely unavailable or data loss | 4 hours | 1 hour |
| High | Major feature unavailable, significant impact | 8 hours | 4 hours |
| Medium | Feature impaired but workaround available | 24 hours | 8 hours |
| Low | General questions, minor issues | 48 hours | 24 hours |
Response times are measured during business hours (Monday-Friday, 9 AM - 6 PM EST).
Service Credits
If we fail to meet our uptime commitment for Professional Plan customers, you may be eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Requesting Service Credits
To request a service credit:
- Submit a request within 30 days of the end of the affected month
- Include dates and times of the outage you experienced
- Email [SUPPORT_EMAIL] with "SLA Credit Request" in the subject
Service credits are applied to your next billing cycle and cannot be redeemed for cash.
Exclusions
This SLA does not apply to outages or performance issues caused by:
- Force Majeure: Natural disasters, acts of war, terrorism, pandemics, government actions
- Third Parties: Failures of internet service providers, payment processors, or other third-party services
- Customer Actions: Misuse of the service, unauthorized modifications, or actions violating our Terms of Service
- Free Tier: Free plan accounts are not covered by uptime guarantees
- Beta Features: Features labeled as beta, preview, or experimental
- Scheduled Maintenance: Pre-announced maintenance windows
Monitoring
We use automated monitoring to track service availability:
- Continuous health checks from multiple geographic locations
- Real-time alerting for performance degradation
- Incident tracking and post-mortem analysis
In case of disputes about downtime, our monitoring records will be used to determine actual availability.
Communication During Incidents
During service disruptions, we will:
- Post updates on our status page (when available)
- Send email notifications for major incidents affecting multiple users
- Provide post-incident reports for significant outages
Changes to This SLA
We may update this SLA from time to time. Material changes that reduce our commitments will not apply to existing customers until their next renewal period. We will provide at least 30 days notice of material changes.
Contact
For questions about this SLA or to request service credits:
Support
Email: [SUPPORT_EMAIL]