Service Level Agreement
This Service Level Agreement ("SLA") is the uptime commitment that applies to all paid district and site-license WiseBoard subscriptions. It is incorporated by reference into our Terms of Service and the district Data Privacy Agreement. Free, trial, and demo plans are not covered by this SLA.
1.Uptime commitment
WiseBoard commits to a monthly uptime percentage of 99.5% for the Service, measured per calendar month and rounded to the nearest hundredth of a percent. "Uptime" means the percentage of total minutes in the month during which the Service's authenticated UI and core API endpoints respond to a valid request within five seconds.
Monthly Uptime Percentage = (Total Minutes in Month − Downtime Minutes) ÷ (Total Minutes in Month) × 100.
2.What does NOT count as downtime
- Scheduled maintenance windows announced at least 48 hours in advance via the in-app banner and the Status page (capped at 4 hours per month).
- Emergency security maintenance announced as soon as practicable on the Status page.
- Force majeure events outside WiseBoard's reasonable control (large-scale internet outages, natural disasters, government action, denial-of-service attacks).
- Customer-caused outages ; including misuse of the API, exceeding documented rate limits, or running unsupported integrations.
- Third-party subprocessor outages for non-core integrations the district has chosen to enable (Google Classroom, Schoology, Stripe billing portal, YouTube embeds, etc.). Subprocessor outages affecting core authentication or storage do count as downtime.
- Beta features clearly marked "Beta" or "Preview" in the UI.
3.Service credits
If WiseBoard fails to meet the monthly uptime commitment, the district is eligible for the following service credits, applied to the next monthly invoice (or, for annual contracts, pro-rated against the following renewal):
| Monthly uptime percentage | Service credit |
|---|---|
| < 99.5% and ≥ 99.0% | 10% of monthly fees |
| < 99.0% and ≥ 95.0% | 25% of monthly fees |
| < 95.0% | 100% of monthly fees |
"Monthly fees" means the contract value for the affected month, calculated as the annual contract amount divided by twelve. Service credits in any single month are capped at 100% of monthly fees and cannot be converted into cash.
4.How to claim a service credit
To claim a service credit, the district's authorized contact must email info@mywiseboardclassroom.com within 30 calendar days of the end of the affected month, with the subject lineSLA Credit Request and the following information:
- District name and contract / purchase-order number;
- Affected month;
- Approximate dates and times of the unavailability you observed;
- Names of the WiseBoard surfaces affected (e.g. login, dashboard, classes, Performance Tracker).
WiseBoard will validate the claim against our internal monitoring and Status-page incident records and respond within 10 business days. Failure to submit a claim within 30 days waives the credit for that month.
5.Support response targets (paid plans)
| Severity | Definition | First response |
|---|---|---|
| P1 ; Critical | Service down for all users in the district. | 2 business hours, 24×7 |
| P2 ; High | Major feature unavailable for many users; no workaround. | 1 business day |
| P3 ; Normal | Bug or limitation with a workaround. | 3 business days |
| P4 ; Low | Cosmetic, documentation, or feature request. | 5 business days |
"Business hours" means 8:00am–6:00pm Eastern Time, Monday through Friday, excluding US federal holidays. "24×7" means we will acknowledge P1 incidents at any time, including weekends.
6.Status page & incident communication
WiseBoard maintains a public status page at mywiseboardclassroom.com/status with current and historical service status. During an active incident we publish an initial notice within 30 minutes and update at least every 60 minutes until resolution. A post-incident review is published for any P1 incident within 5 business days.
7.Exclusive remedy
Service credits described in Section 3 are the district's sole and exclusive remedy for any failure of WiseBoard to meet the uptime commitment in this SLA. This SLA does not limit the district's rights or WiseBoard's obligations under the Data Privacy Agreement, applicable student-data laws, or any indemnity or breach-notification obligation.
8.Changes to this SLA
We may update this SLA from time to time. Material changes that reduce the uptime commitment or service credit schedule will be announced 30 calendar days in advance to subscribed districts via email and the Status page, consistent with Section 5 of our Privacy Policy.