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SLA Coverage for Hosted vs. On-Premise Installations
🚨 Important Notice
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.
On-premise customers will receive support only for software-related issues (e.g., licensing, configuration, bug fixes, and usage guidance). Any issues related to infrastructure, hosting, or system performance must be handled by the Licensee’s internal IT team.
1. Overview
Dossier is a robust education management platform designed to provide comprehensive insights into student performance while enabling educators and administrators to address individual student needs effectively. It goes beyond traditional tools by offering a fully integrated solution that supports data-driven decision-making, collaboration, and tailored interventions.
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