1. Purpose & Service Scope
This Service Level Agreement ("SLA") defines the levels of service, system performance, security standards, and support response commitments provided by Qertex Technologies Inc. to iSchool Academy, its educators, parents, and students across all web and mobile digital touchpoints.
- iSchool Student Information System (SIS) & Web Admin Console
- iSchool Parent Mobile Application (iOS & Android)
- iSchool Educator & Staff Mobile Application (iOS & Android)
- Online Student Registration & Admissions Portal
- Restful API Services, Timetable Synchronization & Push Notifications
2. Platform Uptime & Availability Guarantee
Qertex Technologies guarantees a minimum monthly platform availability of 99.9% ("Uptime Guarantee"), twenty-four hours a day, seven days a week (24/7/365).
Uptime Calculation: Monthly Availability Percentage = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) * 100. Scheduled maintenance windows are explicitly excluded from downtime calculations.
3. Scheduled Maintenance Windows
To deploy security patches, database optimizations, and feature updates with zero classroom disruption, maintenance is performed exclusively during off-peak hours:
- Standard Maintenance Window: Sunday mornings between 02:00 AM and 05:00 AM Eastern Time (EST).
- Advance Notification: School administrators and parents receive at least 48 hours advance notice via email and in-app system alerts before any scheduled maintenance window.
4. Support Ticket Severity & Incident Response Times
Support incidents are categorized by business and safety impact, with strict contractual response thresholds:
| Severity Level | Incident Description | Initial Response | Target Resolution |
|---|---|---|---|
| P1 - Critical | Complete system outage, admissions portal down, student safety alert failure. | < 1 Hour (24/7) | < 4 Hours |
| P2 - High | Major feature degraded (e.g. mobile app login failure, timetable sync discrepancy). | < 4 Hours | < 12 Hours |
| P3 - Medium | Non-critical administrative workflow issue, grade reporting or invoice visual formatting. | < 12 Hours | < 48 Hours |
| P4 - Low / Inquiry | General inquiry, cosmetic tweak, feature requests, or user onboarding guidance. | < 24 Hours | Next Regular Release |
5. Data Privacy, Canadian Data Sovereignty & Backups
Student records and parent personal information are subject to the highest privacy standards in Canada:
- Data Residency: All student database records, backups, and user uploads reside on encrypted Canadian cloud infrastructure in compliance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and Ontario MFIPPA.
- Encryption Standards: Data is protected using AES-256 bit encryption at rest and TLS 1.3 protocol encryption in transit.
- Disaster Recovery RPO & RTO: Automated incremental database snapshots are captured every 15 minutes (Recovery Point Objective = 15 min), with a full disaster recovery target under 2 hours (Recovery Time Objective = 2 hr).
Need Technical Assistance or SLA Reporting?
Our Ottawa engineering support desk is available to assist school personnel.