Partzile SmartSchool Service Level Agreement

Last Updated: 11 July 2026

1. Purpose

This Service Level Agreement defines the service standards applicable to Partzile SmartSchool. It forms part of the Partzile SmartSchool Terms of Service.

2. Service Availability

Partzile targets:

Monthly Uptime Target — 99.5% availability per calendar month.

Availability excludes:

• Scheduled maintenance
• Emergency maintenance
• Third-party service failures
• Force majeure events
• Internet connectivity failures outside Partzile's control

3. Maintenance Windows

• Outside normal school hours where reasonably possible
• During weekends and school holidays where practical
• During emergency situations

Advance notice will normally be provided.

4. Support Channels

• Email
• WhatsApp
• Ticketing system
• Customer portal

5. Response Times

Critical Issues

Examples: entire system unavailable, data corruption, security breach, examinations day outage.

Target Response: Within 4 business hours.

High Priority Issues

Examples: a school unable to record attendance, marks or fees.

Target Response: Within 8 business hours.

Medium Priority Issues

Examples: reporting issues, non-critical functionality problems.

Target Response: Within 2 business days.

Low Priority Issues

Examples: feature requests, cosmetic issues.

Target Response: Within 5 business days.

6. Data Backups

• Daily database backups
• Weekly archival backups
• Disaster recovery backups

Backups are provided on a best-effort basis. Restoration is not guaranteed.

7. Disaster Recovery

Partzile shall use commercially reasonable efforts to restore services following major failures.

Target Recovery Time Objective (RTO): 48 Hours

Target Recovery Point Objective (RPO): 24 Hours

These targets are goals and not guarantees.

8. School Responsibilities

• Maintain internet connectivity.
• Use supported browsers.
• Train staff appropriately.
• Secure login credentials.
• Report incidents promptly.

9. Exclusions

• User errors
• Incorrect data entry
• Hardware failures at School premises
• Third-party software issues
• ISP outages
• Force majeure events

10. SLA Modifications

Partzile may amend this SLA from time to time. Continued use of the Platform constitutes acceptance of amendments.

See also: Terms of Service, Privacy Policy, Acceptable Use Policy.