Service Level Agreement

Edudigital AI, Inc. Edudigital Campus

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1. Introduction and Scope

This Service Level Agreement ("SLA") is entered into by and between Edudigital AI, Inc., a Florida corporation ("Edudigital," "we," "us," or "our"), and the educational institution executing an Order Form or Subscription Agreement referencing this SLA ("Institution," "you," or "your").

This SLA governs the service availability, performance standards, incident response, and support commitments for the Edudigital Campus platform (the "Platform"), including its constituent modules: Student Information System (SIS), Customer/Student Relationship Management (CRM/SRM), Learning Management System (LMS), Institutional Hub (HUB), and Insights/Analytics suite.

This SLA supplements and is incorporated by reference into the Edudigital Campus Terms of Service. In the event of a conflict between this SLA and the Terms of Service, the Terms of Service shall control unless this SLA explicitly states otherwise with respect to the specific provision at issue.

This SLA applies to all production instances of the Platform provided to Institution. It does not apply to sandbox, staging, development, or demonstration environments.

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2. Definitions

The following terms, when capitalized, shall have the meanings set forth below:

"Availability" means the Platform is accessible and materially functional for its intended use by authorized users.

"Downtime" means any period during which the Platform is unavailable or materially non-functional, as measured by Edudigital's monitoring systems. Downtime is measured in minutes and begins when Edudigital confirms the outage or when automated monitoring detects the outage, whichever occurs first.

"Scheduled Maintenance" means planned maintenance performed during the designated maintenance window or at a time agreed upon with Institution, for which advance notice has been provided in accordance with Section 5.

"Emergency Maintenance" means unscheduled maintenance required to address an imminent threat to Platform security, data integrity, or service stability. Edudigital shall provide as much advance notice as reasonably practicable.

"Incident" means any unplanned interruption to, or reduction in quality of, the Platform services.

"Response Time" means the elapsed time between Edudigital's receipt of an Incident report (or automated detection, whichever is earlier) and the initial acknowledgment to Institution with an assigned priority level and incident ticket number.

"Resolution Time" means the elapsed time between the initial Response and the point at which the Incident is resolved or a reasonable workaround is provided that restores material functionality.

"Service Credit" means a credit applied to Institution's account, calculated as a percentage of the monthly fee applicable to the affected service, as described in Section 9.

"Monthly Uptime Percentage" means the total number of minutes in a calendar month minus the number of minutes of Downtime, divided by the total number of minutes in the calendar month, multiplied by one hundred (100).

"Measurement Period" means one (1) calendar month, measured from the first day through the last day of such month, in Coordinated Universal Time (UTC).

"Critical Period" means enrollment seasons, financial aid disbursement windows, accreditation reporting deadlines, grade posting deadlines, and any other periods designated by Institution in accordance with Section 10.

"Platform Components" means the individual modules and services that constitute the Edudigital Campus platform, categorized into tiers as described in Section 4.

"Business Hours" means Monday through Friday, 9:00 AM to 6:00 PM Eastern Time (ET), excluding U.S. federal holidays.

"Business Day" means any day that is not a Saturday, Sunday, or U.S. federal holiday.

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3. Service Availability

3.1 Uptime Commitment

Edudigital commits to maintaining a Monthly Uptime Percentage of no less than ninety-nine point five percent (99.5%) for the Platform, as measured per calendar month. Tier-specific uptime commitments are described in Section 4.

3.2 Measurement

Monthly Uptime Percentage is calculated using the following formula:

Monthly Uptime % = ((Total minutes in month - Downtime minutes) / Total minutes in month) x 100

Downtime is measured from the point at which Edudigital's monitoring systems detect the outage or Edudigital confirms an Institution-reported outage, whichever occurs first, until service is restored.

3.3 Exclusions from Downtime Calculation

The following shall not be counted as Downtime for purposes of calculating the Monthly Uptime Percentage:

(a) Scheduled Maintenance performed in accordance with Section 5;

(b) Force Majeure events, including but not limited to natural disasters, acts of government, pandemic-related disruptions, war, terrorism, labor disputes, or failures of the public internet;

(c) Failures or performance degradation attributable to Institution's own network, hardware, software, or systems;

(d) Outages caused by Institution's actions or omissions, including but not limited to misconfiguration, unauthorized modifications, or excessive load generated by custom integrations not approved by Edudigital;

(e) Outages of third-party services, APIs, or infrastructure beyond Edudigital's reasonable control, including but not limited to third-party authentication providers, payment processors, or government data systems (e.g., NSLDS, COD, FAA);

(f) Features, modules, or services designated as "beta," "preview," "early access," or "experimental."

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4. Platform Components and Tiers

Not all Platform modules carry the same uptime commitment. Components are categorized into tiers as follows:

Tier 1 — Critical

Tier 1 components support mission-critical institutional operations and regulatory compliance. Downtime to these components may result in enrollment disruption, financial aid processing delays, or accreditation reporting failures.

Tier 2 — Standard

Tier 3 — Non-Critical

Tier 3 components are provided on a best-effort basis during periods of high system load. Edudigital will prioritize Tier 1 and Tier 2 availability over Tier 3 performance during such periods.

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5. Scheduled Maintenance

5.1 Maintenance Window

The primary scheduled maintenance window is Sundays, 2:00 AM to 6:00 AM Eastern Time (ET). Alternative or additional maintenance windows may be established by mutual written agreement between Edudigital and Institution.

5.2 Advance Notice

Edudigital shall provide the following minimum advance notice for scheduled maintenance:

• Standard Maintenance: Seventy-two (72) hours advance notice via email to Institution's designated administrative contacts and via the status page.
• Urgent Maintenance: Twenty-four (24) hours advance notice, reserved for maintenance required to address security vulnerabilities, critical patches, or infrastructure updates that cannot safely be deferred to the next standard window.

5.3 Maximum Scheduled Maintenance

Total scheduled maintenance shall not exceed eight (8) hours per calendar month. Time consumed by scheduled maintenance does not count toward Downtime for SLA measurement purposes.

5.4 Critical Period Restrictions

No scheduled maintenance shall be performed during defined Critical Periods (as described in Section 10) without the prior written consent of Institution. Emergency Maintenance during Critical Periods is permitted only when deferral would create an imminent risk to data integrity, security, or regulatory compliance.

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6. Incident Classification and Response Times

Incidents are classified according to the following priority levels. Edudigital shall make commercially reasonable efforts to meet the response and resolution targets set forth below.

Priority Assignment. Edudigital assigns the initial priority level based on the reported impact. Institution may request a priority reassessment by contacting support. Edudigital retains final determination authority but will provide a written explanation if it declines a reassessment request.

Escalation. If an Incident is not resolved within the Target Resolution time, it shall be automatically escalated to the next management level within Edudigital's operations team. Institution may request manual escalation at any time by contacting their account representative or the emergency support line.

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7. Support Channels and Hours

7.1 Standard Support (Included)

All Institutions with an active subscription receive Standard Support, which includes:

• Email Support: support@edudigital.ai
• In-Platform Ticket System: Accessible from the Edudigital Campus help menu
• Knowledge Base: Self-service documentation, guides, and FAQs
• Business Hours: Monday through Friday, 9:00 AM to 6:00 PM Eastern Time (ET), excluding U.S. federal holidays

7.2 Premium Support (Additional Fee)

Institutions may upgrade to Premium Support for an additional fee as specified in the applicable Order Form. Premium Support includes all Standard Support features plus:

• Phone Support: Direct access to the support engineering team
• Dedicated Account Manager: Named point of contact for service coordination, quarterly reviews, and escalation management
• Extended Hours: Monday through Friday, 7:00 AM to 10:00 PM ET; Saturday, 9:00 AM to 2:00 PM ET
• Priority Queue: Premium support tickets are prioritized over standard tickets of the same priority level

7.3 Emergency Support

For P1 — Critical incidents, all Institutions (Standard and Premium) have access to 24/7 emergency on-call support via the designated emergency escalation channel. The emergency escalation procedure is provided to Institution during onboarding and is available in the support knowledge base.

7.4 Critical Period Support

During defined Critical Periods (see Section 10), Edudigital shall provide extended support coverage, including:

• Extended monitoring and on-call staffing for Tier 1 components
• Priority handling of all incidents related to enrollment, financial aid, accreditation reporting, and grade posting operations
• Dedicated communication channel for Critical Period issues, as coordinated with Institution in advance

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8. Incident Communication

8.1 Status Page

Edudigital maintains a real-time service status page at status.edudigital.app, which reflects the current operational status of all Platform components. Institution's designated administrators may subscribe to status page notifications.

8.2 P1 Incident Updates

During a P1 — Critical incident, Edudigital shall provide status updates to affected Institutions at intervals of no less than every thirty (30) minutes until the incident is resolved or downgraded.

8.3 P2 Incident Updates

During a P2 — High incident, Edudigital shall provide status updates to affected Institutions at intervals of no less than every two (2) hours until the incident is resolved or downgraded.

8.4 Post-Incident Report

For all P1 and P2 incidents, Edudigital shall deliver a Post-Incident Report ("PIR") to Institution within five (5) Business Days of incident resolution. The PIR shall include:

• Incident timeline (detection, response, resolution)
• Root cause analysis
• Impact assessment (affected users, data, and operations)
• Corrective actions taken
• Preventive measures to reduce the likelihood of recurrence

8.5 Notification Methods

Incident notifications and updates shall be delivered via:

• Email to Institution's designated administrative and technical contacts
• Status page (status.edudigital.app)
• In-platform banner notification for active users (where technically feasible)

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9. Service Credits

9.1 Eligibility

If the Monthly Uptime Percentage for any Measurement Period falls below the committed uptime percentage for the applicable component tier, Institution is eligible for Service Credits as described in this Section.

9.2 Credit Schedule

For purposes of this schedule, the "monthly fee" is the prorated portion of the subscription fee attributable to the affected component tier for the applicable Measurement Period.

9.3 Credit Request Procedure

To receive a Service Credit, Institution must submit a written request to support@edudigital.ai within thirty (30) calendar days following the end of the affected Measurement Period. The request must include:

• The dates and times of the claimed Downtime
• A description of the affected services
• Any relevant support ticket numbers

Edudigital shall evaluate the request against its monitoring records and respond within ten (10) Business Days.

9.4 Maximum Credit

The maximum aggregate Service Credit for any single Measurement Period shall not exceed thirty percent (30%) of the monthly fee for the affected services.

9.5 Application of Credits

Service Credits shall be applied to the next invoice following approval. Service Credits are not redeemable for cash, are non-transferable, and shall not be refunded. If Institution's subscription terminates before the credit is applied, any unused credits are forfeited.

9.6 Exclusive Remedy

Service Credits as described in this Section 9 constitute Institution's sole and exclusive remedy, and Edudigital's entire liability, for any failure to meet the uptime commitments set forth in this SLA. This limitation does not affect any rights or remedies Institution may have under the Terms of Service, applicable data protection agreements, or applicable law with respect to claims unrelated to uptime performance.

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10. Critical Periods

10.1 Definition

Critical Periods are defined as times of heightened institutional operational sensitivity, including but not limited to:

• Enrollment Periods: Open enrollment windows, registration periods, add/drop deadlines
• Financial Aid Disbursement Windows: Title IV disbursement cycles, R2T4 calculation periods, ISIR processing deadlines
• Grade Posting Deadlines: Midterm and final grade submission windows, academic progress evaluation periods
• Accreditation Reporting Deadlines: Compliance reporting due dates for institutional accreditors, state licensing authorities, and the U.S. Department of Education

10.2 Notification Requirement

Institution must notify Edudigital of upcoming Critical Periods at least thirty (30) calendar days in advance by submitting a Critical Period notification through the support portal or via email to support@edudigital.ai. The notification must include the start date, end date, and nature of the Critical Period.

10.3 Enhanced Commitments During Critical Periods

During Critical Periods, the following enhanced commitments apply:

• No Scheduled Maintenance: As specified in Section 5.4
• Enhanced Monitoring: Proactive monitoring of Tier 1 and Tier 2 components with increased frequency and dedicated engineering oversight
• Priority P1 Response: All incidents affecting Critical Period operations shall be treated as P1 — Critical regardless of the number of affected users, provided the incident materially impacts the operations associated with the Critical Period

10.4 Doubled Service Credits

In the event of a P1 — Critical incident during a Critical Period that results in Downtime, the Service Credits described in Section 9.2 shall be doubled (e.g., a 5% credit becomes 10%, up to a maximum of 30% of the monthly fee). The maximum credit cap in Section 9.4 continues to apply.

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11. Data Backup and Recovery

11.1 Backup Frequency

Edudigital performs automated backups of the Platform as follows:

• Database: Incremental backups every six (6) hours; full backup daily
• Files and Attachments: Daily backup

All backups are encrypted in transit and at rest using AES-256 encryption and stored in geographically separate facilities from the primary production environment.

11.2 Recovery Point Objective (RPO)

The RPO for the Platform is one (1) hour, meaning that in a disaster recovery scenario, data loss shall not exceed one (1) hour of transactional data under normal operating conditions.

11.3 Recovery Time Objective (RTO)

The RTO for the Platform is four (4) hours, meaning that in a disaster recovery scenario, Edudigital targets full service restoration within four (4) hours of declaring a disaster event.

11.4 Backup Retention

Backup data is retained for a rolling thirty (30) day period. Backups older than thirty (30) days are securely destroyed in accordance with Edudigital's data retention policies.

11.5 Disaster Recovery Testing

Edudigital conducts a comprehensive disaster recovery test at least once annually. Upon request, Edudigital shall provide Institution with a summary of the most recent test results, including recovery times achieved and any remediation actions taken.

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12. Performance Standards

Edudigital commits to the following performance benchmarks under normal operating conditions:

12.1 Page Load Time

Platform pages shall load within three (3) seconds, measured at the 95th percentile of all page load requests during the Measurement Period.

12.2 API Response Time

Platform API endpoints shall respond within five hundred (500) milliseconds, measured at the 95th percentile of all API requests during the Measurement Period.

12.3 Report Generation

Standard reports (enrollment summaries, grade reports, financial aid status reports, and other pre-built reports) shall generate within thirty (30) seconds under typical data volumes.

12.4 Bulk Operations

Processing rates for bulk operations (mass enrollment imports, batch grade uploads, bulk communications, data exports) vary by operation type and data volume. Edudigital shall communicate expected processing rates for each operation type in the Platform documentation and shall notify Institution if processing rates are expected to deviate materially during high-load periods.

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13. SLA Reporting

13.1 Monthly Availability Report

Edudigital shall provide Institution with a monthly availability report within ten (10) Business Days following the end of each Measurement Period. The report shall include:

• Monthly Uptime Percentage for each component tier
• Summary of incidents by priority level
• Total Scheduled Maintenance hours consumed
• Comparison to SLA commitments

13.2 Quarterly Service Review (Premium Support)

Institutions subscribed to Premium Support shall receive quarterly service review meetings with their dedicated account manager. These reviews shall cover:

• SLA performance trends
• Incident analysis and recurring issue identification
• Upcoming Platform changes and maintenance schedules
• Institution feedback and roadmap alignment

13.3 Annual SLA Compliance Summary

Edudigital shall provide an annual SLA compliance summary within thirty (30) days following the end of each calendar year, summarizing full-year availability performance, incident trends, and corrective actions implemented.

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14. SLA Modifications

Edudigital reserves the right to modify this SLA from time to time. Material modifications require sixty (60) calendar days' advance written notice to Institution. For purposes of this Section, a "material modification" is any change that reduces uptime commitments, increases response times, reduces Service Credit percentages, or limits support availability.

Non-material modifications (clarifications, formatting changes, addition of new components at existing or higher service levels) may be made with thirty (30) calendar days' notice.

If Institution objects to a material modification, Institution may terminate the affected subscription in accordance with the termination provisions of the Terms of Service without incurring early termination fees, provided that Institution delivers written notice of termination within thirty (30) days of receiving notice of the modification.

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15. General Provisions

15.1 Relationship to Agreement Framework. This SLA is part of the Edudigital Campus agreement framework, which includes the Terms of Service, Data Processing Agreement (DPA), and Acceptable Use Policy (AUP). Collectively, these documents govern Institution's use of the Platform.

15.2 Infrastructure. The Platform is hosted on third-party cloud infrastructure located in the United States, which maintains SOC 2 Type II and ISO 27001 certifications. Edudigital's SLA commitments are contingent upon the continued availability of this underlying infrastructure.

15.3 Regulatory Compliance. Edudigital acknowledges that Institutions subject to U.S. Department of Education regulations, state licensing requirements, and accreditation standards depend on the Platform for compliance-related operations. The uptime commitments, Critical Period provisions, and incident response obligations in this SLA are designed to support these regulatory requirements. However, this SLA does not constitute a guarantee of regulatory compliance, which remains Institution's responsibility.

15.4 Survival. Sections 9 (Service Credits), 11 (Data Backup and Recovery), and 15 (General Provisions) shall survive termination or expiration of this SLA with respect to any obligations accrued prior to termination.

15.5 Contact Information.

15.6 Entire SLA. This SLA, together with the Terms of Service and any applicable Order Form, constitutes the entire agreement between the parties with respect to service levels for the Platform and supersedes all prior or contemporaneous understandings regarding the same.

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