Service Level Agreement Overview
This Service Level Agreement ("SLA") governs the availability and support response times of the School Stacker multi-tenant SaaS platform (the "Platform") provided by Stemlen Technologies ("Stemlen", "we", "us", "our") to subscribing educational institutions ("Subscriber", "School", "you").
We recognize that School Stacker serves as the daily operating system for your administrators, teachers, and parents. This agreement outlines our metrics, escalation pathways, and remediation steps.
1. Platform Availability Guarantee
Stemlen guarantees a Monthly Uptime Percentage of 99.9%. The Monthly Uptime is calculated per calendar month by subtracting from 100% the percentage of minutes during which the Platform portals are in a state of "Service Outage" (excluding Scheduled Maintenance).
Service Credit Table
If the Monthly Uptime Percentage falls below 99.9% during any billing month, the Subscriber is eligible to request Service Credits applied as a discount against their subsequent subscription billing cycle:
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| 99.5% to < 99.9% | 10% of monthly fee |
| 99.0% to < 99.5% | 25% of monthly fee |
| < 99.0% | 50% of monthly fee |
2. Support Response Time Commitments
Subscribers can raise support tickets via the built-in Admin Helpdesk, email (legal@stemlen.com), or by calling our hotline. Support response and resolution times are classified into tiers based on incident severity:
Severity Level Matrix
- Severity 1 (Critical Outage):
The entire Platform or major portals (Admin/Teacher/Student) are inaccessible, or the core Cashfree payment gateway is non-operational for all users. No workaround exists.
Target Response Time: Within 2 hours • Resolution Target: Within 8 hours. - Severity 2 (High / Degraded Performance):
Core modules are accessible, but key features (e.g. Timetable generation, Attendance notifications, ID card batch printing) are experiencing errors or slow load times. Workaround is difficult or unavailable.
Target Response Time: Within 6 hours • Resolution Target: Within 24 hours. - Severity 3 (Standard Inquiries & Bugs):
General queries, minor visual UI alignment issues, minor bug reports in secondary modules (e.g. blog showcase, parent meeting notes). Workaround is available.
Target Response Time: Within 24 hours • Resolution Target: Within 3 business days.
3. Scheduled Maintenance Policy
To keep School Stacker performant and secure, we run regular system upgrades, database tuning, and security patches.
- Maintenance Window: Maintenance is scheduled during low-traffic hours (Sundays between 1:00 AM and 5:00 AM IST).
- Prior Notification: School administrators receive dashboard banner alerts at least 48 hours prior to any scheduled maintenance that could result in temporary service interruptions.
4. Credit Request & SLA Claims
To request Service Credits under this SLA, school administrators must submit a formal ticket to legal@stemlen.com within thirty (30) days of the end of the calendar month in which the uptime failure occurred. Claims must contain the school ID, dates, and times of the service outage.