Effective Date: April 15, 2026
This Service Level Agreement ("SLA") applies to all Business Users of EdisonOS with an active Academy Plan. This SLA is a living document and may be updated from time to time. EdisonOS will provide at least 15 days' advance notice of material changes.
1.1 Uptime target
EdisonOS targets 99.5% platform availability measured on a calendar-month basis. Availability is calculated as:
Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
1.2 What counts as downtime
Downtime means any period during which the core platform (test delivery, admin console, student dashboard, analytics) is materially unavailable to users due to an issue within EdisonOS's control. Downtime does not include:
1.3 Maintenance windows
Scheduled maintenance will be performed during low-usage hours (typically 2:00 AM – 6:00 AM EST on weekdays). Emergency maintenance may occur without advance notice but will be communicated as soon as practicable.
EdisonOS provides support via email at help@edisonos.com. Response times vary by plan tier and issue severity.
2.1 Issue severity levels
2.2 Target Response times by plan
Business hours: Monday – Friday, 9:00 AM – 6:00 PM EST, excluding US federal holidays.
2.3 Maintenance windows
Enterprise plans include a dedicated Account Manager with up to 2 scheduled web calls per month, direct escalation paths, and priority queue for all support tickets.
3.1 Real-time status
EdisonOS will maintain a public status page (status.edisonos.com) showing real-time platform health.
3.2 Incident notifications
For P1 and P2 incidents, EdisonOS will:
If a student's test is disrupted or lost due to a confirmed platform issue (P1 or P2 severity), the Business User may request credit restoration by emailing help@edisonos.com with the affected student's email, test name, and approximate time of the issue. Approved restorations will be processed within 2 business days.
EdisonOS performs automated daily backups of all platform data. In the event of data loss due to a platform issue, EdisonOS will restore data from the most recent backup. Recovery time objective (RTO): 4 hours. Recovery point objective (RPO): 24 hours.
This SLA does not apply to:
If EdisonOS fails to meet the 99.5% monthly uptime target, affected Business Users on annual plans may request a service credit by emailing help@edisonos.com within 30 days of the affected month. Service credits are calculated as follows:
Service credits are applied to the next billing cycle and do not exceed 50% of one month's fees. Service credits are the sole remedy for failure to meet this SLA.
For SLA-related inquiries, credit restoration, or incident escalation: help@edisonos.com
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