EducationXR Service Level Agreement
Effective: February 13, 2023
EducationXR provides a 99.5% Uptime commitment for customers on the Enterprise plan and above (our Service Level Agreement or SLA). If we fall short of our 99.5% Uptime commitment and your organization is affected, file a claim and we’ll apply a Service Credit to your account for future use.
To review current and historical Uptime, visit EducationXR Status.
Downtime is the overall number of minutes EducationXR was unavailable during a 1-month period. EducationXR calculates unavailability using server monitoring software to measure the server side error rate, ping test results, web server tests, TCP port tests, and website tests.
Downtime excludes the following:
- Slowness or other performance issues with individual features (content downloads, search, multiplayer sessions, publishing, etc.)
- Issues that are related to external apps or third parties
- Any products or features identified as pilot, alpha, beta or similar
- External network or equipment problems outside of our reasonable control, such as bad routing tables between your internet service provider (ISP) and our server
- Scheduled Downtime for maintenance
Uptime is the percentage of total possible minutes EducationXR was available during a 1-month period. Our commitment is to maintain at least 99.5% Uptime:
[(total minutes in month – Downtime) / total minutes in month] > 99.5%
Regular performance maintenance are required to maintain smooth performance for EducationXR. If scheduled downtime is necessary, at least 48 hours advance notice will be provided. In a single calendar year, scheduled downtime will not exceed 20 hours.
If we fall short of our Uptime commitment, and a validated claim is made, we’ll apply a credit to your account equal to 10 times the amount that the organization paid during the period EducationXR was down (we call these Service Credits).
Service Credits are not refunds, cannot be exchanged into a cash amount, are capped at a maximum of 30 days of paid service, require you to have paid any outstanding invoices and expire upon termination of your customer contract. Service Credits are the sole and exclusive remedy for any failure by EducationXR to meet its obligations under this SLA.
Note, Downtime doesn’t affect everyone at the same time or in the same way. For example, some accounts may receive Service Credits during an outage in their region for a verified claim, while other accounts in other regions that have not been similarly affected will not.
As our business evolves, we may change our Service Level Agreement. Customers can review the most current version of the Service Level Agreement at any time by visiting this page.