Service levels
Service level agreement
This agreement sets out the default service levels for universities on paid plans. Where an order form sets different figures, the order form applies.
1. About this agreement
Last updated: 10 October 2026.
This service level agreement (SLA) forms part of the terms of service and applies to paid subscriptions. The figures are defaults that apply unless your order form says otherwise. Pilots and trials are supported on a reasonable-efforts basis and do not carry service credits.
2. Availability
We aim to make the Services available for at least 99.5% of each calendar month, measured by our monitoring of the sign-in and core product functions, excluding the exclusions in section 6.
3. Planned maintenance
- We announce planned maintenance that may interrupt the Services at least 48 hours in advance, by email to administrators and in the product where appropriate.
- We aim to schedule it outside the working hours of our customers' main time zones.
- We avoid exam periods and major governance dates that the university has told us about in advance.
- Announced maintenance does not count against availability.
4. Incident priorities and response times
| Priority | Example | Target first response |
|---|---|---|
| Critical | Nobody can sign in, a core product is unavailable for most Users, or a suspected personal data breach | 2 business hours |
| High | A major function fails for many Users, such as Mark during an exam period | 4 business hours |
| Medium | A function is impaired but Users can still work | 1 business day |
| Low | A question, a minor issue or a feature request | 3 business days |
Business hours are 09:00 to 17:30, Monday to Friday, UK and Nigeria time, excluding public holidays in England and Nigeria, unless your order form sets other hours. Response targets are targets, not guarantees, and do not earn service credits.
5. Service credits
| Monthly availability | Credit, as a share of that month's fee |
|---|---|
| 99.5% or higher | None |
| Below 99.5% but at least 99.0% | 5% |
| Below 99.0% but at least 97.0% | 10% |
| Below 97.0% | 20% |
Credits are capped at 20% of the fee for the affected month. Claim within 30 days of the end of the month by writing to support@oxonia.ai with the dates and times affected. Service credits are the university's sole remedy for missing the availability target, but they do not affect its right to end the agreement for material breach.
6. Exclusions
- Announced maintenance and emergency security fixes.
- Problems caused by the university's own systems, networks, devices or identity provider.
- Third-party services outside our control, such as a learning platform, video service or payment provider.
- Use that breaks the acceptable use policy, or suspension under the terms.
- Events beyond our reasonable control, and features labelled as preview.
7. Communication
We post incidents and maintenance on the service status page and contact the university's named contacts directly for Critical and High incidents. For Critical incidents we send a written summary within 10 working days, covering what happened, the effect and what we are changing.
8. Review and contact
We review this SLA at least once a year. See also the support policy and Backups and recovery. Questions and credit claims: support@oxonia.ai.
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