SLA Registry
Operational Level Agreements & Service Level Commitments • DIDC Network Solutions
1. Service Level Commitments
This Service Level Agreement ("SLA") is an operational registry outlining DIDC's availability commitments for ScholarERP platform subscribers. The standards detailed herein govern all standard annual plans, cloud databases, dashboard consoles, and automated communication pipelines.
Our primary commitment is to provide a **99.9% Uptime** service availability rate, calculated over each calendar month. In the event that service availability drops below this benchmark, the Subscriber will be eligible for Service Credits according to the guidelines below.
2. Availability Equations
Monthly Uptime is tracked and calculated using the following database formula:
"Absolute Downtime" is defined as any continuous interval during which the ScholarERP platform is completely inaccessible due to server-side outages, database connectivity issues, or API errors, preventing users from logging check-in entries, processing tuition payments, or sending email alerts.
3. Service Credits Schedule
If our Monthly Uptime falls below 99.9%, Service Credits are applied as deductions on the subsequent annual subscription renewal invoice:
| Calculated Monthly Uptime | Service Credit Percentage | Scope & Coverage |
|---|---|---|
| < 99.9% but ≥ 99.5% | 10% of monthly equivalent fee | Deducted from the next annual billing invoice. |
| < 99.5% but ≥ 99.0% | 25% of monthly equivalent fee | Deducted from the next annual billing invoice. |
| < 99.0% | 50% of monthly equivalent fee | Deducted from the next annual billing invoice. |
Monthly equivalent fee is computed by dividing the annual subscription price (excluding GST) by twelve (12) months. Service Credits are non-refundable, non-transferable, and cannot be traded for cash.
4. Incident Severity Matrix
Technical issues logged at our compliance desk are prioritized and managed under strict response boundaries:
| Severity Level | Impact Scope | Response SLA | Target Resolution |
|---|---|---|---|
| Severity 1 | Critical Outage: Local virtual instance completely down; all logins fail, database corrupt, or payment clearance offline. | < 30 Minutes | < 2 Hours |
| Severity 2 | High Impact: Core module down (e.g. RFID sync failing, SMS notifications failing in bulk, gradebook exports failing). | < 2 Hours | < 6 Hours |
| Severity 3 | Medium Impact: Minor operational glitches (sluggish page response, report card styling misalignment, template updates). | < 6 Hours | < 24 Hours |
| Severity 4 | Low Impact: Interface feature queries, customized report template requests, and general software questions. | < 24 Hours | Planned Release |
5. Support Escalation Channels
If a logged incident is not resolved within the defined target resolution timeline, the Subscriber can escalate the ticket:
- Escalation Level 1: Support Desk (support@scholarerp.com). Initial point of contact.
- Escalation Level 2: Assigned Support Account Manager. Activated if Severity 1/2 resolution exceeds 4 hours.
- Escalation Level 3: DIDC Director of Data Compliance. Activated by sending an email to info@didc.in with the ticket ID in the subject.
6. Exclusions & Maintenance Windows
The following downtime exclusions are not counted in monthly uptime assessments:
6.1 Scheduled Maintenance Windows
Routine system improvements, software version updates, and security patch installations are scheduled between 02:00 AM and 04:00 AM IST on Sundays. Scheduled maintenance windows are announced to Subscribers via email at least seven (7) days in advance.
6.2 Subprocessor & Force Majeure Outages
Outages caused by third-party integrations (e.g. Razorpay bank network failures, WhatsApp delivery gateway timeouts, public internet backbone carrier failures) or Force Majeure circumstances (floods, grid failures, state-mandated communications lockdowns) are excluded.
7. Claim Filing Protocols
To file a claim for Service Credits, the Subscriber's registered administrator must submit a request to support@scholarerp.com within thirty (30) calendar days of the month in which the downtime occurred.
All submissions must include:
- Lead ID / Subscriber Account Reference number.
- Date, time, and absolute duration of the outage.
- Screenshots of the errors, network connection logs, and system diagnostics logs.
Questions about our policies?
Our support team can walk you through privacy, terms, or SLA commitments for your campus.