# FixersTech School Service Level Agreement & Availability Statement **Effective Date:** October 1, 2026 **Version:** 1.0.0 FixersTech is engineered for dependable, uninterrupted school operations. This document outlines our service availability benchmarks and support escalation standards. ### 1. Target System Availability We target a standard **99.5% Uptime** across our core application endpoints during standard academic operational hours, calculated on a monthly calendar basis. *Exclusions from Availability Calculations:* - Scheduled maintenance announced at least twenty-four (24) hours in advance. - Emergency security patching required to address critical zero-day vulnerabilities. - Outages caused by upstream ISP transit failures or client-side connectivity limitations. ### 2. Maintenance Windows Scheduled maintenance is performed during low-traffic overnight hours (typically 01:00 to 04:00 UTC) with zero-downtime application reloading wherever feasible. ### 3. Support Response Standards | Severity Level | Definition | Target First Response (Standard) | Target First Response (Balanced / Ultimate) | | :--- | :--- | :--- | :--- | | **Critical** | Core ERP unavailable; no school administrative functions possible. | < 4 Business Hours | < 1 Hour | | **Major** | Significant module impaired (e.g. fee collection or attendance down), workaround exists. | < 8 Business Hours | < 4 Hours | | **Standard** | General inquiry, minor cosmetic issue, or feature request. | < 24 Business Hours | < 12 Hours |

Service Level Agreement (SLA)