CimotaTech Ltd / Handwriting Horizons

This Service Level Agreement ("SLA") outlines the performance metrics, support availability, and incident response times guaranteed by CimotaTech Ltd ("Provider") to the contracting Multi-Academy Trust, School, or Educational Authority ("Customer") using the Handwriting Horizons platform.

This SLA is incorporated into our overarching Terms of Service and Data Processing Agreement.

1. Uptime & Availability Guarantee

CimotaTech’s serverless infrastructure (hosted on Google Cloud UK) is designed for maximum resilience.

• Target Uptime: We guarantee a minimum Service Availability of 99.9% per calendar month.
• Measurement: Service Availability is calculated by subtracting from 100% the percentage of minutes during the month in which the core Handwriting Horizons platform was completely unavailable to the Customer.

Exclusions

The calculation of Uptime will not include unavailability caused by:

1. Scheduled Maintenance: Pre-planned maintenance windows communicated to the Customer at least 3 business days in advance. Normal planned downtime occurs outside of core school hours (e.g., weekends or between 20:00 - 06:00 UK time).
2. Third-Party API Failures: Outages originating from external identity providers (Google Workspace, Microsoft Entra ID, Hwb) or our MIS integration partner (Wonde).
3. Customer Infrastructure: Network dropouts, hardware failures, or firewall misconfigurations occurring on the Customer’s local school network.
4. Force Majeure: Events beyond our reasonable control (e.g., widespread regional internet outages).

2. Support Services & Operating Hours

• Core Support Hours: Monday to Friday, 08:00 – 17:00 (UK Time), excluding UK public holidays.
• Ticket Submission: All support requests must be logged via our secure support portal or by emailing support@cimotatech.co.uk.

3. Incident Priorities & Target Response Times

To ensure rapid resolution of technical issues, incidents are classified into four priority levels (P1 to P4). Target response times are measured within Core Support Hours.

• Priority 1 (Critical) – Total System Failure
  
  • Description: The platform is completely unavailable or a core component (e.g., MIS syncing, SSO login) is down, preventing multiple schools from accessing the service.
  • Target Response Time: Within 15 minutes.
  • Target Resolution Time: 4 hours.
• Priority 2 (High) – Significant Degradation
  
  • Description: Important functionality is broken or degraded, but the core pedagogical application remains accessible via workarounds.
  • Target Response Time: Within 1 hour.
  • Target Resolution Time: Same Business Day.
• Priority 3 (Normal) – Minor Impairment
  
  • Description: Specific, non-critical functionality is unavailable or degraded, affecting a limited number of users.
  • Target Response Time: Within 4 Business Hours.
  • Target Resolution Time: 24 to 48 hours.
• Priority 4 (Low) – Cosmetic / Feature Requests
  
  • Description: Minor UI bugs, typo corrections, or requests for system improvements that do not impact usability.
  • Target Response Time: Within 1 Business Day.
  • Target Resolution Time: Deployed in the next scheduled release.

4. Service Credits (Remedies)

If CimotaTech fails to meet the 99.9% Service Availability SLA in any given calendar month, the Customer will be eligible to request a Service Credit.

• < 99.9% to >= 99.0% Uptime: 3 days of Service added to the end of the Customer's Term.
• < 99.0% to >= 95.0% Uptime: 7 days of Service added to the end of the Customer's Term.
• < 95.0% Uptime: 15 days of Service added to the end of the Customer's Term.

Claiming Credits

To receive a Service Credit, the Customer must notify CimotaTech in writing within 30 days of the month in which the downtime occurred. Service Credits are not exchangeable for cash refunds. This Service Availability SLA states the Customer’s sole and exclusive remedy for any failure to meet the Uptime Commitment.