1. Uptime Commitment
Edorapad guarantees a Monthly Uptime Percentage of 99.9% for our core platform services, including the institute dashboard, attendance ledger, and administrative APIs. Live video classroom streaming is guaranteed at 99.5% due to third-party network dependencies.
2. Incident Response Times
Our engineering team categorizes incidents into three priority levels. We commit to the following initial response times:
- P1 (Critical): Complete system outage preventing core operations. Response within 15 minutes.
- P2 (High): Major feature malfunction affecting multiple users (e.g., fee collection failure). Response within 2 hours.
- P3 (Normal): Minor bug or non-critical feature issue. Response within 24 hours.
3. Scheduled Maintenance
To maintain system architecture integrity, Edorapad requires regular maintenance windows. We will notify administrative users of any scheduled downtime that is expected to last longer than 15 minutes at least 48 hours in advance. Maintenance is typically scheduled during non-peak hours (between 2:00 AM and 5:00 AM UTC).
4. Data Backup and Recovery
All institutional data, including ledgers, attendance records, and course timelines, is redundantly backed up across multiple availability zones. Our Recovery Point Objective (RPO) is 1 hour, and our Recovery Time Objective (RTO) is 4 hours in the event of a catastrophic infrastructure failure.
5. Service Credits
If Edorapad fails to meet the 99.9% Monthly Uptime Percentage, eligible Enterprise customers may request service credits. Credits are calculated as a percentage of the monthly subscription fee for the affected billing cycle:
- < 99.9% to 99.0%: 10% Service Credit
- < 99.0% to 95.0%: 25% Service Credit
- < 95.0%: 50% Service Credit
Need to report an incident?
Enterprise customers can access our 24/7 dedicated support portal or contact their designated technical account manager for immediate assistance.