We provide a 99.9% Uptime commitment for standalone subscriptions to our Starter and Pro Bundles, (our service level agreement or SLA). If we fall short of our 99.9% uptime commitment and your use of Student Advisor, is affected, you may request a service credit to your account for future use.
To review current and historical Uptime, please email us at sla@global.study.
SLA breakdown
We provide a 99.9% Uptime commitment for standalone subscriptions to our Starter and Pro Bundles, (our service level agreement or SLA). If we fall short of our 99.9% uptime commitment and your use of Student Advisor, is affected, you may request a service credit to your account for future use.
To review current and historical Uptime, please email us at sla@global.study.
Downtime
Downtime is the overall number of minutes Student Advisor was unavailable during a calendar quarter (i.e., January 1 through March 31 and every three-month period thereafter). We calculate 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 (link expansions, search, file uploads, workflow runs, etc.);
Issues that are related to external apps or third parties, including Student Advisor Connect;
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; and
Scheduled Downtime for maintenance.
Uptime Commitment
Uptime is the percentage of total possible minutes Student Advisor was available during a calendar quarter. Our commitment is to maintain at least 99.99% uptime:
[(total minutes in quarter - Downtime) / total minutes in quarter] > 99.99%
Scheduled Downtime
Sometimes we need to perform maintenance to keep Student Advisor working smoothly. If scheduled downtime is necessary, we’ll give you at least 48 hours advance notice. In a year, scheduled downtime won’t exceed 10 hours.
Service Credits
If we fall short of our uptime commitment, you may request a credit to each affected account equal to the amount that you (or, as applicable, org) paid during the period Student Advisor was down calculated on a pro-rated basis (we call these service credits).
In order to request service credits, you must send an email to
sla@global.study with your Student Advisor account email address.
Claims may be made on a calendar-quarter basis only and must be submitted within 15 calendar days after the end of the applicable quarter, except where a subscription ends on a date other than the last day of a calendar quarter, in which case any claim related to that subscription must be submitted within 15 calendar days after the subscription end date.
All claims will be verified against our system records. If we have a dispute with any period of unavailability claimed by you, we’ll provide to you a record of the availability for the applicable period. We’ll provide such records only in response to claims made by you in good faith.
Service credits:
Aren’t refunds;
Can’t be exchanged for 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.
Updates
As our business evolves, we may change our service level agreement.