Service Level Agreement (SLA)
Standard Academic Service Commitment
1. Uptime Commitment
Vinci LMS commits to providing a Monthly Uptime Percentage of at least 99.9%. This ensures that your grading workflows and student submissions are always accessible when needed most.
2. Support Response Times
| Severity | Description | Response Time |
|---|---|---|
| P1 (Critical) | System-wide outage during exam periods. | 2 Hours |
| P2 (High) | Specific feature failure affecting grading. | 6 Hours |
| P3 (Normal) | General inquiries or minor UI issues. | 24 Hours |
3. Maintenance Windows
All scheduled maintenance will be performed during off-peak hours (typically 00:00 - 04:00 Western Indonesia Time (WIB) / GMT+7). Institutions will be notified at least 48 hours in advance of any planned downtime.
4. Service Credits
In the event that the uptime commitment is not met, institutions may be eligible for service credits applicable to their next billing cycle, representative of the impact on academic operations.