Service Level Agreement (SLA)
Effective Date: January 1, 2025
OVERVIEW
This SLA outlines our uptime and support commitments for customers of the
Edulead platform (“Service”). It is part of our Terms of Service.
TABLE OF CONTENTS
1. UPTIME GUARANTEE
We commit to maintaining 99.5% uptime each calendar month
for the Edulead platform.
Uptime refers to the ability to access and use the core
features of the platform, including:
- People search and institution search
- Data filtering and advanced queries
- Data exports (CSV, API access)
- Account access and user authentication
2. MAINTENANCE
We may occasionally schedule maintenance to improve the platform. When
possible:
- We’ll notify customers at least 48 hours in
advance
- Maintenance will occur during off-peak hours (evenings/weekends Pacific
Time)
Planned maintenance is not counted as downtime under this
SLA.
3. EXCLUSIONS
The calculation of uptime will not include unavailability to the extent due
to:
- Use of the Services in a manner not authorized in our Terms of Service or
applicable documentation
- General Internet problems, force majeure events, or other factors outside
of our reasonable control (including but not limited to natural disasters, acts of terrorism, labor disputes,
acts of government, or DDoS attacks)
- Customer’s equipment, software, network connections, browser, or other
infrastructure
- Third-party systems, services, acts, or omissions
- Scheduled maintenance (as described in Section 2) or reasonable emergency
maintenance
- Free-tier users or trial accounts
- Beta features or services explicitly marked as “beta,” “preview,” or
“experimental”
4. SUPPORT
We aim to respond to support requests promptly during business
hours:
| Issue Type | Response Time |
| Critical (platform not accessible) | Within 4 business hours |
| Standard (features not working as expected) | Within 1 business day |
| Minor (non-blocking bugs or questions) | Within 2 business days |
Support hours: Monday–Friday, 9 AM–5 PM PT, excluding U.S.
holidays.
5. REMEDY FOR UPTIME FAILURES
If we fail to meet the 99.5% uptime guarantee for the Edulead platform in two (2) consecutive calendar months, you may terminate your subscription by providing written notice within thirty (30) days after the end of the second month of failure. In such case, we will refund any pre-paid fees for the unused portion of your subscription term.
This termination and refund right is your sole and exclusive remedy, and our sole and exclusive liability, for any failure to meet the uptime guarantee described in this SLA.
6. CHANGES TO THIS SLA
We may update this SLA periodically. The latest version will always be
available at getedulead.com/sla.
7. CONTACT
