...
This Service Level Agreement (SLA) applies only to software hosted and managed by Intellimedia.
For customers using on-premise installations (self-hosted on their own infrastructure), including Maskwacis Education Schools Commission (MESC), the following exclusions apply:
🔹 No Uptime Guarantee – Intellimedia does not guarantee service availability for self-hosted software. Any performance, downtime, or outages are the sole responsibility of the Licensee.
🔹 No Infrastructure or Server Support – Intellimedia does not provide maintenance, monitoring, backups, or troubleshooting for Licensee-hosted environments.
🔹 No SLA-Based Response Times – Support for on-premise customers is provided on a best-effort basis only and is not subject to guaranteed response or resolution times.🔹 No Data Recovery or Backup Responsibility – The Licensee is fully responsible for implementing backup and disaster recovery procedures for their self-hosted environment.
🔹 No Security or Compliance Guarantee – Intellimedia is not responsible for the security, integrity, or compliance of on-premise installations.
...