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Table of Contents

1. Overview

SchoolEngage is an online form management system designed for schools, enabling the creation, distribution, and management of forms for staff and parents. This Service Level Agreement (SLA) outlines the service commitments and responsibilities of both the Service Provider (Intellimedia LP) and the Customer.

2. Services Provided

  • Form Management: Creation, distribution, and management of forms.

  • Communication: Email, text, and SMS communication using the SendGrid API.

  • Data Integration: Write back data to PowerSchool and the Alberta government PASI system.

  • Reporting: Viewing and reporting on form submissions and statuses.

3. Service Availability

The Service Provider will use commercially reasonable efforts to ensure the availability of its services 24/7, except for scheduled maintenance and circumstances beyond the Service Provider's control, such as third-party system issues.

4. Maintenance and Updates

  • Scheduled Maintenance: Customers will be notified at least 48 hours in advance.

  • Emergency Maintenance: Notification will be provided within 30 minutes of discovery.

5. Support Services

5.1 Support Hours

  • Support is available Monday through Friday, 8:30 AM to 5 PM (Mountain Time), excluding Canadian national holidays.

5.2 Support Channels

  • Customers can reach support via our Customer Support Portal: Support Portal

  • Phone: (780) 463-0754.

5.3 Response Times

5.3.1 Critical Issues (Urgent)

  • Definition: Issues classified as "Urgent" in Jira and confirmed by Intellimedia that severely impact core functionality, leading to a complete halt in critical operations or data loss.

  • Examples: System-wide outages, severe performance degradation, data corruption, and wide-scale security breaches.

  • Response: Acknowledged within 1 hour, resolved within 4 hours.

5.3.2 Major Issues

  • Definition: Significant problems impacting functionality but not causing a complete system outage.

  • Examples: Significant functionality errors, noticeable performance delays, errors in data processing, security vulnerabilities.

  • Response: Acknowledged within 4 hours, resolved within 3 business days. Interim solutions provided within 1 business day.

5.3.3 Minor Issues

  • Definition: Less critical problems causing inconvenience but not significantly impacting overall system performance.

  • Examples: Minor bugs, UI/UX inconsistencies, non-critical performance issues, feature requests.

  • Response: Acknowledged within 1 business day, resolved based on priority and resource availability.

5.3.4 Requesting New Features (Change Request)

  • Definition: Requests for new functionality, submitted through the "Request a New Feature" channel in Jira.

  • Examples: New modules, enhanced features, customizations.

  • Evaluation: Based on feasibility, impact, and alignment with the product roadmap.

5.3.5 Suggest a New Feature

  • Definition: Free suggestions for system improvements. The Service Provider retains control over the evaluation and implementation timeline.

  • Submission Process: Submit via the "Suggest a New Feature" channel in Jira with a clear description of the desired feature.

6. Service Credits

In the event of a service lapse, the Customer is entitled to service credits as a reduction in next year's license fees.

6.1 Calculation of Service Credits

  • Critical Issues: 1% credit of the annual subscription fee per occurrence, up to 7% per year.

  • Major Issues: 0.5% credit per occurrence, with a maximum of 7% per year.

6.2 Claiming Service Credits

  • Requests must be submitted within 30 days of the service lapse, including the incident report number and description.

6.3 Limitations

  • Service credits are the sole remedy for failure to meet SLA commitments.

  • Credits are not provided for issues arising from third-party systems or Customer form configuration errors.

6.4 Application of Service Credits

  • Applied to the next year's license fees after approval by the Service Provider.

7. Non-SLA Applicable Issues

A bug is defined as a verifiable issue within the Service Provider's code affecting system functionality. The following are excluded:

  • Incorrect form configurations by the Customer.

  • Changes in the Customer's data structure in PowerSchool.

  • Issues from third-party systems like SendGrid, PowerSchool, or PASI.

  • Customer-specific customizations under a separate Change Request.

8. Customer Responsibilities

  • Form Configuration: Customers must configure their forms correctly.

  • Data Accuracy: Ensure accurate data entry.

  • Third-Party Systems: Notify the Service Provider of any third-party system changes.

9. Limitations of Liability

The Service Provider is not liable for issues from third-party systems or Customer form configuration errors.

10. Termination and Review

This SLA will be reviewed annually and may be terminated or modified with 30 days' notice by either party.

11. Acceptance

By using the SchoolEngage service, the Customer agrees to the terms outlined in this SLA.

  • Service Provider: Intellimedia LP

  • Product: SchoolEngage SaaS

  • Effective Date: June 15th, 2024

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