Service Level Agreement
Last Updated: January 24, 2026
Purpose
This Service Level Agreement (SLA) defines the availability targets, service commitments, and remedies for the Elevate for Humanity platform. It applies to all paying customers and institutional partners.
Platform Availability
99.5% Monthly Uptime Target
We target 99.5% availability for the Elevate platform during each calendar month, measured as the percentage of time the platform is operational and accessible.
What Counts as Downtime
- Platform is completely inaccessible to users
- Core functionality (login, course access, enrollment) is unavailable
- Database is unreachable causing application errors
What Does Not Count as Downtime
- Scheduled maintenance (announced 48+ hours in advance)
- Issues caused by user's internet connection or device
- Third-party service outages (payment processors, email providers)
- Force majeure events (natural disasters, government actions, etc.)
- Features in beta or preview status
Service Credits
Financially Backed SLA
If monthly platform availability falls below the uptime targets stated above, customers may be eligible for a service credit applied to a future billing cycle.
Credit Schedule
| Monthly Availability | Service Credit |
|---|---|
| Below 99.5% | 5% credit |
| Below 99.0% | 10% credit (maximum) |
Service Credit Terms
- •Credits apply only to future invoices
- •Credits are non-cumulative and capped at 10% per billing cycle
- •Credits must be requested within 30 days of the affected period
- •Credits do not apply to one-time fees or third-party services
Important: This SLA does not provide refunds or cash compensation and excludes events outside reasonable control (force majeure).
Support Response Times
| Priority | Description | Response Time |
|---|---|---|
| Critical | Platform down, data breach, security incident | 4 hours |
| High | Major feature unavailable, payment issues | 8 hours |
| Medium | Feature degradation, non-blocking bugs | 24 hours |
| Low | General questions, feature requests | 48 hours |
Response times are measured during business hours: Monday–Friday, 8:00 AM – 6:00 PM EST.
Scheduled Maintenance
We perform regular maintenance to ensure platform security and performance:
- Maintenance Window: Sundays, 2:00 AM – 6:00 AM EST
- Advance Notice: 48 hours minimum for planned maintenance
- Emergency Maintenance: May occur without notice for critical security updates
How to Request a Service Credit
- Email Contact Us within 30 days of the incident
- Include your organization name and account details
- Describe the downtime period (dates and times)
- We will verify the incident and apply credits within 30 days if eligible
Contact
- General Support: our contact form
- Billing Questions: our contact form
- Phone: (317) 314-3757