Service Level Agreement
Table of Contents
1. Overview & Scope
This Service Level Agreement ("SLA") outlines the service commitments, performance benchmarks, and support guarantees provided by LearnFlow to all subscribed users. It applies to the LearnFlow web platform, iOS/Android mobile applications, learning management system (LMS), video streaming infrastructure, live session technology, and customer support services.
Important: This SLA supplements the LearnFlow Terms of Service and Privacy Policy. In the event of any conflict, the Terms of Service shall prevail unless explicitly stated otherwise in this document.
2. Service Availability & Uptime Guarantee
LearnFlow guarantees a monthly uptime percentage of 99.9% for core platform services. Uptime is measured based on the continuous operation of the primary learning dashboard, course catalog, and authentication systems.
Uptime is calculated using the following formula:
Scheduled maintenance will be communicated at least 72 hours in advance via email and in-app notifications. Maintenance windows are typically scheduled during off-peak hours (02:00 – 05:00 UTC) to minimize disruption.
3. Performance Standards
Under normal operating conditions and with adequate user-side bandwidth, LearnFlow commits to the following performance benchmarks:
| Service Component | Target Metric | Measurement Standard |
|---|---|---|
| Video Streaming Playback | ≤ 2.0s initial buffer | 1080p stream on ≥25 Mbps connection |
| Dashboard & Course Pages | ≤ 1.5s fully interactive | Global CDN-optimized endpoints |
| REST API Response | ≤ 300ms (95th percentile) | Authenticated endpoints |
| Live Class Latency | ≤ 1.2 seconds | WebRTC real-time classrooms |
| Assessment Submission | ≤ 800ms processing | Automated grading pipelines |
4. Support & Response Times
LearnFlow provides tiered technical support with guaranteed initial response times based on issue severity:
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical (P1) | Platform outage, data corruption, or security vulnerability affecting all users | ≤ 15 minutes | Continuous until resolved |
| High (P2) | Major feature failure impacting multiple users or enterprise deployments | ≤ 1 hour | ≤ 4 business hours |
| Medium (P3) | Minor bugs, UI inconsistencies, or isolated account issues | ≤ 4 hours | ≤ 2 business days |
| Low (P4) | Feature requests, documentation queries, cosmetic improvements | ≤ 24 hours | Next product cycle |
Support channels include email (support@learnflow.io), in-app ticketing, and live chat (Enterprise tier). Standard business hours: Monday–Friday, 08:00 – 20:00 UTC.
5. Customer Responsibilities
To maintain service quality and security, subscribers agree to:
- Maintain secure account credentials and enable Multi-Factor Authentication (MFA)
- Access the platform using supported browsers and operating systems (documented in Compatibility Guidelines)
- Ensure stable network connectivity for video streaming and synchronous learning sessions
- Report technical issues promptly through official support channels with relevant diagnostic details
- Refrain from automated scraping, API abuse, or any activity violating the Acceptable Use Policy
6. Service Credits & Remedies
If LearnFlow fails to meet the guaranteed uptime threshold in a billing cycle, eligible paid subscribers will receive service credits applied to their next invoice:
| Monthly Uptime Achieved | Service Credit |
|---|---|
| 99.00% – 99.89% | 10% of monthly subscription fee |
| 95.00% – 98.99% | 25% of monthly subscription fee |
| Below 95.00% | 50% of monthly subscription fee |
Credit claims must be submitted within 30 days of the billing cycle end date. Credits are capped at 100% of the monthly fee and do not apply to free, trial, or educational license accounts.
7. Exceptions & Force Majeure
Uptime guarantees and service credits are suspended during interruptions caused by:
- Scheduled maintenance with proper advance notice
- Customer negligence, unauthorized third-party integrations, or local network failures
- Force majeure events including natural disasters, armed conflict, terrorism, government interference, or widespread ISP outages
- Beta, preview, or experimental features explicitly marked as non-production
- Actions taken to protect platform security or prevent abuse
8. Modifications & Termination
LearnFlow reserves the right to amend this SLA to reflect technological advancements, service expansions, or operational improvements. Material changes will be communicated via email and in-app notifications at least 30 days prior to effectiveness. Continued platform usage constitutes acceptance of revised terms.
This SLA remains in effect for the duration of your subscription. Upon account cancellation or contract expiration, all SLA provisions terminate automatically. Standard data retention and export policies will apply per the Terms of Service.
9. Contact & Support
For SLA inquiries, service credit submissions, or enterprise account management, please reach out through the appropriate channel:
📧 SLA & Credits: sla@learnflow.io
📞 Enterprise Support: +1 (800) 555-0199
🌐 System Status: status.learnflow.io
📍 HQ: 123 Innovation Drive, San Francisco, CA 94105
LearnFlow is committed to transparency, reliability, and continuous platform improvement. Thank you for trusting us with your learning journey.