Service Level Agreement

1 Scope & Definitions

1.1. This Service Level Agreement applies to all subscribed Institutes using the BrainBit-SOMS platform under an active paid subscription plan. Free trial accounts are not covered under this SLA.

1.2. The following definitions apply throughout this document:

Term	Definition
"Uptime"	The period during which the BrainBit-SOMS platform is fully operational and accessible to users over the internet, excluding Scheduled Maintenance and Excluded Downtime events.
"Downtime"	Any period during which the platform is materially unavailable or inaccessible to users due to causes within BrainBit Infotech's reasonable control, measured from the time the issue is confirmed by our monitoring systems or reported by the subscriber until the service is restored.
"Scheduled Maintenance"	Planned maintenance activities performed during the designated maintenance window (11:00 PM IST to 5:00 AM IST) with prior notification of at least 24 hours to affected subscribers.
"Emergency Maintenance"	Unplanned maintenance activities required to address critical security vulnerabilities, zero-day threats, or system failures that pose an immediate risk to data integrity, security, or platform stability.
"Service Credit"	A percentage credit of the monthly subscription fee applied to the subscriber's next billing cycle as compensation for Downtime that exceeds the committed uptime target, as defined in Section 7.
"Monthly Uptime Percentage"	The total number of minutes in a calendar month minus the number of minutes of Downtime, divided by the total number of minutes in the calendar month, expressed as a percentage.
"Response Time"	The elapsed time between when an incident is reported or detected and when BrainBit Infotech acknowledges the incident and begins active investigation.
"Resolution Time"	The elapsed time between when an incident is reported or detected and when the affected service is restored to normal operation or an acceptable workaround is provided.

2 Service Availability Commitment

2.1. BrainBit Infotech is committed to maintaining a Monthly Uptime Percentage of 99.5% for the BrainBit-SOMS platform during each calendar month.

2.2. The Monthly Uptime Percentage is calculated using the following formula:

2.3. This uptime commitment covers the core BrainBit-SOMS platform, including but not limited to:

• User authentication and login services
• Dashboard and administrative modules
• Student, academic, and fee management modules
• Attendance and examination modules
• Parent and Student portal access
• Report generation services

2.4. The uptime commitment does not extend to third-party services integrated with the platform (e.g., Razorpay payment gateway, SMTP email delivery, WhatsApp Business API), which are governed by their respective service providers' SLAs.

3 Uptime Measurement

3.1. Uptime is measured through a combination of:

• Server Monitoring: Automated monitoring tools that check platform availability at regular intervals (every 5 minutes) from multiple geographic locations
• Application Health Checks: Automated health check endpoints that verify core application functionality, database connectivity, and service responsiveness
• User Reports: Verified downtime reports submitted by subscribers through official support channels

3.2. Downtime is deemed to have occurred when:

• The platform returns HTTP 5xx errors for more than 5 consecutive minutes
• Users are unable to authenticate or access the platform for more than 5 consecutive minutes
• Core functionality (as listed in Section 2.3) is materially impaired for more than 5 consecutive minutes

3.3. Intermittent connectivity issues lasting less than 5 consecutive minutes shall not be classified as Downtime for the purposes of this SLA.

3.4. Downtime is measured in whole minutes. Partial minutes of Downtime are rounded up to the nearest whole minute.

4 Exclusions from Downtime

4.1. The following events are excluded from the calculation of Downtime and shall not count against the Monthly Uptime Percentage:

Exclusion Category	Description
Scheduled Maintenance	Pre-announced maintenance during the designated window (11:00 PM - 5:00 AM IST) with at least 24 hours prior notice
Force Majeure Events	Natural disasters, pandemics, war, terrorism, government actions, power grid failures, or other events beyond BrainBit Infotech's reasonable control
User-Side Issues	Problems caused by the subscriber's own network, hardware, software, browser configuration, internet service provider, or local infrastructure
Third-Party Service Failures	Outages or degradation of third-party services including Razorpay (payment processing), SMTP providers (email delivery), WhatsApp Business API, SMS gateways, and internet service providers
Browser Incompatibility	Issues arising from the use of unsupported or outdated web browsers. BrainBit-SOMS supports the latest two major versions of Chrome, Firefox, Safari, and Edge
DNS Propagation	Unavailability caused by DNS propagation delays following domain or infrastructure changes
DDoS/Cyber Attacks	Service disruptions caused by distributed denial-of-service attacks or other malicious cyber activities targeting the platform infrastructure
Subscriber Actions	Downtime caused by the subscriber's misuse of the platform, API abuse, or actions that violate the Acceptable Use Policy

4.2. In the event of an exclusion, BrainBit Infotech shall provide reasonable evidence or documentation to the subscriber upon request to support the classification of the event as an excluded event.

5 Scheduled Maintenance

5.1. Maintenance Window: Scheduled maintenance shall be performed during the designated maintenance window of 11:00 PM IST to 5:00 AM IST, to minimise disruption to school operations during business hours.

5.2. Advance Notice: Subscribers shall be notified at least 24 hours in advance of any scheduled maintenance through the following channels:

• Email notification to the Institute's registered email address and administrator contacts
• In-app notification banner displayed upon login

5.3. Frequency: Scheduled maintenance is performed on a monthly basis, or more frequently as needed for critical updates, security patches, feature deployments, or database optimisation tasks.

5.4. Duration: BrainBit Infotech shall endeavour to keep scheduled maintenance windows as short as possible, typically not exceeding 2 hours per occurrence. In the event that maintenance requires a longer window, subscribers shall be notified with additional advance notice.

6 Emergency Maintenance

6.1. Emergency maintenance may be performed outside the scheduled maintenance window in the following circumstances:

• Critical Security Patches: When a vulnerability is discovered that could compromise user data, platform integrity, or system security
• Zero-Day Vulnerabilities: Newly discovered security threats that require immediate remediation before they can be exploited
• System Stability Issues: Critical bugs or infrastructure failures that could lead to data corruption, loss, or extended unplanned downtime if not addressed immediately
• Regulatory Compliance: Urgent changes required to maintain compliance with applicable laws, regulations, or government directives

6.2. Emergency maintenance may be performed without prior notice when the severity of the issue demands immediate action. In such cases:

6.3. Emergency maintenance downtime shall be counted towards the Monthly Uptime Percentage calculation unless it falls within a recognised exclusion category (Section 4).

7 Service Credits

7.1. If the Monthly Uptime Percentage falls below the committed target of 99.5%, eligible subscribers may claim Service Credits in accordance with the following schedule:

Monthly Uptime Percentage	Service Credit (% of Monthly Fee)
99.0% - 99.5% (exclusive)	5% credit of monthly subscription fee
95.0% - 99.0% (exclusive)	10% credit of monthly subscription fee
90.0% - 95.0% (exclusive)	25% credit of monthly subscription fee
Below 90.0%	50% credit of monthly subscription fee

7.2. Terms and Conditions for Service Credits:

7.3. How to Claim Service Credits:

• Submit a written request via email to info@brainbitinfotech.com with the subject line "SLA Service Credit Claim"
• Include the Institute name, subscription ID, the dates and times of the Downtime experienced, and a brief description of the impact
• BrainBit Infotech shall review the claim, verify the Downtime against internal monitoring records, and respond within 15 (fifteen) business days
• If the claim is approved, the Service Credit shall be applied to the next billing cycle

8 Incident Response Times

8.1. BrainBit Infotech classifies incidents into four severity levels. The target response and resolution times for each severity level are as follows:

Severity Level	Description	Response Time	Resolution Target
Critical	Platform is completely down or inaccessible to all users; data integrity is at risk; no workaround available	30 minutes	4 hours
High	A major feature or module is broken or severely degraded; significant number of users affected; limited or no workaround available	1 hour	8 hours
Medium	A minor feature is not functioning correctly; limited user impact; workaround is available	4 hours	24 hours
Low	Cosmetic issues, minor UI defects, or feature enhancement requests; no material impact on operations	24 hours	5 business days

8.2. Response Time Clarifications:

• Response times for Critical and High severity incidents apply 24 hours a day, 7 days a week
• Response times for Medium and Low severity incidents apply during business hours only (Monday to Saturday, 10:00 AM - 6:00 PM IST, excluding national holidays)
• Resolution targets represent best-effort commitments. Certain issues may require extended investigation, third-party coordination, or infrastructure changes that exceed the target resolution time
• If a resolution cannot be achieved within the target timeframe, BrainBit Infotech shall provide regular status updates to the affected subscriber at intervals appropriate to the severity level

8.3. Incident Escalation: If a subscriber is not satisfied with the progress of incident resolution, the matter may be escalated by contacting info@brainbitinfotech.com or calling +91 99343 14471 and requesting escalation to the technical lead or management.

9 Support Channels & Hours

9.1. BrainBit Infotech provides technical support through the following channels:

Support Channel	Contact Details	Availability
Email	info@brainbitinfotech.com	24/7 (response during business hours)
Phone	+91 99343 14471	Mon - Sat, 10:00 AM - 6:00 PM IST
WhatsApp	+91 99343 14471	Mon - Sat, 10:00 AM - 6:00 PM IST
In-App Support	Available within the BrainBit-SOMS platform	24/7 (response during business hours)

9.2. Business Hours: Monday to Saturday, 10:00 AM to 6:00 PM IST, excluding the following:

• National holidays as declared by the Government of India (Republic Day, Independence Day, Gandhi Jayanti, etc.)
• Gazetted holidays applicable to the State of Jharkhand

9.3. After-Hours Support: For Critical severity incidents occurring outside business hours, emergency support may be available via email and WhatsApp. BrainBit Infotech shall use best efforts to acknowledge and begin addressing Critical incidents within the response times specified in Section 8, regardless of the time of day.

10 Data Backup & Recovery

10.1. BrainBit Infotech maintains a comprehensive data backup and disaster recovery strategy to protect subscriber data:

Parameter	Commitment
Backup Frequency	Daily automated backups of all subscriber data (database, files, configurations)
Recovery Point Objective (RPO)	24 hours - In the event of a disaster, data may be restored to a point no more than 24 hours prior to the incident
Recovery Time Objective (RTO)	4 hours - The target time to restore the platform to full operational status from backup following a major incident
Backup Retention Period	30 days - Backup copies are retained for a rolling 30-day period before being securely overwritten
Backup Storage	Backups are stored in geographically separate locations from the primary servers to ensure resilience against localised disasters

10.2. Data Restoration Requests: Subscribers may request data restoration by contacting support via email at info@brainbitinfotech.com. Restoration requests are subject to availability of backup data within the retention period and may take up to 24 hours to process.

11 Performance Standards

11.1. BrainBit Infotech is committed to delivering a fast and responsive user experience. The following performance targets apply under normal operating conditions (standard network connectivity, supported browsers, and typical concurrent user loads):

Performance Metric	Target	Notes
Page Load Time	< 3 seconds	Time for a page to become fully interactive after a user action, measured at the server level. Actual load time may vary based on the user's internet speed and device capabilities
API Response Time	< 500 milliseconds	Server-side processing time for API requests, excluding network latency. Applicable to standard CRUD operations and data retrieval endpoints
Report Generation	< 30 seconds	Time to generate standard reports (attendance, fee, academic reports) for typical data volumes. Complex reports or reports spanning large date ranges may take longer

11.2. Performance targets are measured at the 95th percentile, meaning 95% of all requests are expected to meet or exceed the stated targets.

11.3. Performance may be impacted during periods of exceptionally high concurrent usage (e.g., examination result publication, mass fee payment deadlines). BrainBit Infotech shall implement auto-scaling and load management strategies to minimise such impact.

12 Security Standards

12.1. BrainBit Infotech implements and maintains the following security measures to protect the platform and subscriber data:

Security Measure	Implementation Details
SSL/TLS Encryption	All data transmitted between the user's browser and BrainBit-SOMS servers is encrypted using industry-standard SSL/TLS protocols (TLS 1.2 or higher)
CSRF Protection	Cross-Site Request Forgery protection is implemented on all authenticated forms and state-changing operations to prevent unauthorised actions
Rate Limiting	Request rate limiting is enforced on sensitive endpoints (login, password reset, API calls) to prevent brute-force attacks and abuse
Role-Based Access Control (RBAC)	Granular role-based access controls ensure that users can only access data and features appropriate to their assigned role within the platform
Multi-Tenant Data Isolation	Logical data isolation ensures that each Institute's data is completely segregated from other Institutes sharing the platform
Password Security	User passwords are hashed using industry-standard cryptographic algorithms before storage. Plaintext passwords are never stored or logged
Security Updates	Regular security patches and updates are applied to the platform, server infrastructure, and dependencies to address known vulnerabilities
Audit Logging	Login attempts, administrative actions, and sensitive data access are logged for security audit and forensic investigation purposes

12.2. For comprehensive details on our data protection practices, please refer to our Data Protection Policy and Privacy Policy.

13 Reporting

13.1. Monthly Uptime Reports: BrainBit Infotech shall make monthly uptime reports available to subscribers upon written request. These reports shall include:

• The calculated Monthly Uptime Percentage for the preceding calendar month
• A summary of any Downtime incidents, including dates, times, duration, and cause
• A summary of Scheduled Maintenance activities performed
• Performance metrics against the targets specified in Section 11

13.2. Incident Post-Mortem Reports: For incidents classified as Critical severity (as defined in Section 8), BrainBit Infotech shall produce a post-mortem report within 5 (five) business days of incident resolution. This report shall include:

• A detailed timeline of the incident from detection to resolution
• Root cause analysis identifying the underlying cause of the incident
• Impact assessment describing the scope and severity of the disruption
• Corrective actions taken to resolve the incident
• Preventive measures implemented or planned to avoid recurrence

13.3. Post-mortem reports for Critical incidents shall be shared with affected subscribers proactively. Subscribers may request post-mortem reports for High severity incidents at the discretion of BrainBit Infotech.

14 SLA Review

14.1. This Service Level Agreement shall be reviewed annually by BrainBit Infotech to ensure it remains aligned with current service capabilities, industry standards, and subscriber expectations.

14.2. Amendments: Any changes to this SLA shall be communicated to subscribers with a minimum of 30 (thirty) days' advance notice through the following channels:

• Email notification to the Institute's registered email address
• In-app notification upon login
• Publication on the BrainBit-SOMS website with the updated effective date

14.3. Continued use of the platform after the effective date of any SLA amendment constitutes acceptance of the revised terms. If a subscriber does not agree with the amended SLA, they may terminate their subscription in accordance with the Terms of Service.

14.4. BrainBit Infotech shall endeavour to improve service levels over time and welcomes subscriber feedback to help shape future SLA commitments.

15 Contact Information

For questions, concerns, or claims related to this Service Level Agreement, please contact us: