Effective Date: 1/8/2026

1. Purpose

This SLA establishes SchoolFlow's service availability and support commitments for eligible paid customers.

2. Service Availability

SchoolFlow targets 99.5% monthly uptime for the production service, excluding approved exclusions listed below.

The final uptime commitment should correspond to the actual infrastructure capability before publication.

3. Scheduled Maintenance

Scheduled maintenance may be performed when necessary.

Where reasonably practicable, customers will receive advance notice.

4. Emergency Maintenance

Emergency maintenance may be conducted without advance notice when required to address:

• security vulnerabilities;
• service instability;
• infrastructure failures;
• data integrity risks; or
• other urgent operational issues.

5. Availability Exclusions

Downtime does not include interruptions caused by:

• customer equipment;
• customer internet connectivity;
• misuse of the Service;
• unauthorised modifications;
• third-party services outside SchoolFlow's control;
• force majeure events;
• scheduled maintenance;
• emergency maintenance;
• suspension for security or legal reasons; or
• circumstances otherwise outside SchoolFlow's reasonable control.

6. Support

Support requests may be submitted through:

support@schoolflow.ng

or

SUPPORT PORTAL URL

7. Severity Levels

Critical — Priority 1

Complete inability to access the production service affecting a significant portion of the customer environment.

Target initial response: [2 hours]

High — Priority 2

Major functionality unavailable with substantial operational impact.

Target initial response: [4 hours]

Medium — Priority 3

Non-critical functionality impaired with an available workaround.

Target initial response: [1 business day]

Low — Priority 4

General questions, minor issues and feature requests.

Target initial response: [2 business days]

Response times are targets and do not necessarily represent guaranteed resolution times.

8. Service Credits

If SchoolFlow fails to meet the applicable uptime commitment, eligible customers may request service credits according to the following schedule:

99.0%–99.49%: [5%]

98.0%–98.99%: [10%]

Below 98.0%: [15%]

Credits will not exceed [one month's subscription fee] in any billing period.

9. Credit Request

A service-credit request must be submitted within [30] days after the relevant month.

10. No Cash Refund

Service credits are applied against future subscription fees and are not normally payable as cash.

11. Backup and Recovery

SchoolFlow will maintain backup and recovery procedures appropriate to the Service.

Target recovery objectives:

RPO: [3 hours]

RTO: [3 hours]

12. Changes

SchoolFlow may update this SLA where necessary, provided that material changes to paid service commitments are communicated appropriately.