Service Level Agreement

SERVICE LEVEL AGREEMENT

Last Updated: June 25, 2025

(Previous Versions)

1. Definitions

1.1. “Failure Event” means a period of Unavailability in excess of 15 Working Minutes.

1.2. “Maintenance Window” means a period scheduled by Civitas during minimal traffic times, not to exceed 2 hours per week, wherein Civitas can perform maintenance tasks. 

1.3. “Unavailability” means the Platform is unavailable outside the Maintenance Window. 

1.4. “Uptime” means the general availability of the production instance of the Platform. Uptime will be measured by a calendar month period and calculated as follows: (total Working Minutes in any calendar month – total Working Minutes of Unavailability) divided by (the total minutes in same calendar month).

1.5. “Working Minutes” means minutes from 7:00am CST/CDT to 7:00pm CST/CDT on Monday through Friday excepting any federally recognized holidays in the United States. 

2. Uptime Commitment. Civitas will deliver 99% Uptime for the Platform.

2.1. Exceptions. Civitas is not responsible for a failure to meet any service level to the extent that failure is attributable to any of the following, in which case the services downtime or Failure Event does not count against the Uptime commitment:

2.1.1. Customer’s failure to perform any of its responsibilities set forth in the Agreement to the extent such failure adversely affects Civitas’s ability to meet the Uptime commitment.

2.1.2. Factors outside Civitas’s reasonable control; provided that Civitas would have been able to perform but for such factor, Civitas has not materially contributed in the cause of such factor, and Civitas could not have reasonably foreseen and prevented the effect of such factor with a commercially reasonable effort.

3. Communication. In the case of a Failure Event, Civitas shall use commercially reasonable efforts to (i) notify Customer’s designated contact, (ii) identify the source, and (iii) resolve. 

4. Uptime Credits.  If Civitas fails to meet the Uptime commitment over two consecutive 3-month periods, Civitas will credit Customer for an additional month of the impacted Service at the conclusion of the current Order Form Term. A request for credits must be submitted no later than 30 days following the period for which the Customer is entitled to such credits. The provisions of this Service Level Agreement state Customer’s sole and exclusive remedy for any Uptime failures of any kind.

5. Customer Support. Civitas will provide support for the Platform in accordance with the following terms of service:

 Self-SupportStandardPremium
Hours of CoverageN/A9:00am to 5:00pm Central, Monday to Friday;*24/7/365 via Civitas Hub9:00am to 5:00pm Central;additional overnight engineering support via India team;Monday to Friday;*24/7/365 via Civitas Hub
Support ChannelCivitas Learning Customer HubCivitas Learning Customer Hub; WebCivitas Learning Customer Hub; Web
Open Ticket ReviewN/AN/AMonthly, 1-hour meeting with support manager; online portal to view open tickets
Response Times**Initial & Ongoing ResponseInitial ResponseOngoing Updates***Initial ResponseOngoing Updates***
N/A8 business hoursAt least weekly4 business hours2 business days

* Excluding respective national holidays in the U.S. and India.

** Civitas shall be considered to have met the response time service level if it achieves 97%+ adherence to stated response times across all Customer tickets received over a rolling 3-month period.

*** Ongoing updates shall begin upon the assignment of a support ticket to a customer support engineer.

6. Customer Support Credits. If Civitas fails to meet the Customer Support standards set forth above, Customer may request a credit of up to one months’ Customer Support Fees to be applied towards Customer’s next invoice. A request for credits must be submitted no later than 30 days following the period for which the Customer is entitled to such credits. This paragraph states Customer’s sole and exclusive remedy for any failure to meet the Customer Support standards.