Service Level Agreement (SLA) 🛡️

This SLA outlines the service commitments, responsibilities, and guarantees provided by Sentinel-X Academy EduTools to all users, including institutions, beta testers, and premium subscribers.

1. Service Availability

Sentinel-X EduTools guarantees 99.5% uptime for the platform during normal operating hours. Scheduled maintenance will be announced at least 48 hours in advance.

2. Support Response Times

Critical issues: Response within 2 hours during working hours.
High-priority issues: Response within 4 hours.
Normal requests: Response within 24 hours.

3. Maintenance & Updates

Platform updates, feature releases, and bug fixes will be performed periodically. Minor updates may occur without notice; major updates will have scheduled notifications.

4. Security & Data Protection

All data is encrypted in transit and at rest. Users are responsible for maintaining the confidentiality of their login credentials. Sentinel-X adheres to strict privacy and data protection policies.

5. Exceptions & Limitations

The SLA does not cover disruptions caused by: network outages outside our control, user-end technical issues, or unauthorized modifications to the platform.

6. Remedies

In case of SLA breach, affected users may be eligible for service credits, prorated subscription adjustments, or additional support hours at the discretion of Sentinel-X.