Service Level Agreement
Last updated: March 20, 2026
1. Uptime Guarantee
Ludwitt guarantees 99.9% monthly uptime for the platform, measured as the percentage of minutes in a calendar month during which the core services (authentication, learning modules, gradebook, and API endpoints) are available and responsive.
| Monthly Uptime | Max Downtime | Status |
|---|---|---|
| ≥ 99.9% | ~43 minutes/month | Target |
| 99.0% – 99.9% | ~7.3 hours/month | Service credit: 10% |
| 95.0% – 99.0% | ~36 hours/month | Service credit: 25% |
| < 95.0% | > 36 hours/month | Service credit: 50% |
2. Scheduled Maintenance
Scheduled maintenance windows are excluded from uptime calculations. Ludwitt will provide at least 72 hours advance noticefor planned maintenance. Maintenance is typically performed during off-peak hours (Saturday 2:00 AM – 6:00 AM EST).
3. Incident Response
| Severity | Definition | Response Time | Resolution Target |
|---|---|---|---|
| Critical (P1) | Platform completely unavailable | 15 minutes | 4 hours |
| High (P2) | Major feature degraded (auth, grading) | 1 hour | 8 hours |
| Medium (P3) | Non-critical feature impacted | 4 hours | 24 hours |
| Low (P4) | Minor issue, workaround available | 1 business day | 5 business days |
4. Support Tiers
| Tier | Availability | Channels | Included In |
|---|---|---|---|
| Standard | Mon–Fri 9AM–5PM EST | Email, help center | All plans |
| Priority | Mon–Fri 8AM–8PM EST | Email, chat, phone | Professional+ |
| Enterprise | 24/7 | Dedicated account manager, phone, Slack | Enterprise |
5. Data Protection
- Daily automated backups with 30-day retention
- Point-in-time recovery available within 7 days
- Data encrypted at rest (AES-256) and in transit (TLS 1.3)
- SOC 2 Type II compliance via infrastructure providers (Google Cloud, Vercel)
- FERPA and COPPA compliance for student data
6. Service Credits
If monthly uptime falls below 99.9%, affected institutional customers are eligible for service credits applied to the next billing cycle. Credits are calculated as a percentage of the monthly license fee according to the table in Section 1. Service credits must be requested within 30 days of the incident.
7. Exclusions
This SLA does not apply to:
- Scheduled maintenance windows (with 72-hour advance notice)
- Force majeure events
- Issues caused by customer's network, hardware, or software
- Beta or preview features explicitly marked as non-production
- Third-party service outages beyond Ludwitt's control (when communicated promptly)
8. Status Page
Real-time platform status and incident history are available at /api/status. Institutional customers receive proactive email notifications for P1 and P2 incidents.
9. Contact
For SLA-related inquiries or to request service credits:
- Email: support@ludwitt.com
- Enterprise support: enterprise@ludwitt.com
This SLA is part of the Ludwitt Master Service Agreement and applies to all institutional license holders.