Service Levels
Our commitment to you
We take reliability seriously. EducatedOn is built on modern cloud infrastructure designed for availability, performance and security. Here's what you can expect from us.
Platform Availability
We target 99.5% uptime for the EducatedOn platform, measured monthly. This is our operational target; any contractual availability commitments, service credits or remedies are those set out in your agreement with us. Uptime excludes planned maintenance and the other exclusions described in your agreement.
Support Response Times
We operate a tiered response model based on the severity of the issue. We'll assign a severity level when you contact us, acting reasonably and taking into account the information you provide.
Critical - The platform is unavailable, or a core function is broken for all users. We'll acknowledge within 4 working hours and provide updates at regular intervals until resolved.
High - A significant feature is impaired but the platform remains usable. We'll acknowledge within 8 working hours and aim to resolve or provide a workaround within 2 working days.
Medium - A non-critical issue affecting a specific feature or workflow. We'll acknowledge within 1 working day and aim to resolve or provide a workaround within 5 working days.
Low - General questions, minor cosmetic issues or feature guidance. We'll respond within 2 working days.
Working hours for support purposes are Monday to Friday, 9:00am to 5:00pm (UK time), excluding public holidays in England.
Data & Security
Your platform data is hosted in the UK on enterprise-grade cloud infrastructure. Some features use carefully selected AI service providers, which may process data outside the UK; details of these providers and the safeguards in place are set out in our Data Processing Information and EducatedOn Sub-Processors. We apply encryption in transit and at rest, maintain regular backups and follow industry-standard security practices. We're happy to discuss our security arrangements in more detail on request.
Planned Maintenance
From time to time we carry out maintenance to deploy updates or improve performance.
Our standing maintenance window is every Thursday between 6:00pm and 10:00pm (UK time). This page serves as advance notice of that window. We keep any downtime within it to a minimum, and many maintenance releases cause no downtime at all. If we need to carry out planned maintenance outside the standing window, we'll give you at least 5 working days' notice wherever practicable and schedule it to minimise disruption.
Escalation
If you feel an issue isn't being resolved to your satisfaction, you can escalate directly to your named Account Manager, whose details are provided during onboarding. We'd always rather hear from you than have something go unresolved.