Service Level Agreement

1. Uptime Commitment

Security Quotient is committed to providing a highly available learning environment. We guarantee a 99.5% uptime for our Learning Management System (LMS) and course delivery infrastructure during any given billing month.

2. Scheduled Maintenance

"Uptime" excludes planned maintenance windows. We will notify designated administrators at least 48 hours in advance of any planned maintenance that may cause significant platform downtime. We aim to schedule maintenance during low-traffic weekend hours.

3. Defect Resolution & Service Credits

In the rare event of a prolonged technical issue, we offer the following guarantees:

• If a critical defect prevents your team from accessing training for more than 48 consecutive hours...
• AND the issue is not resolved within 3 business days of being reported...
• You are entitled to a pro-rata refund or credit applied to your next renewal for the downtime experienced.

4. Support Response Times

Our dedicated help desk aims to respond to all critical technical inquiries within 4 business hours and non-critical inquiries within 24 business hours.