Service Level Agreement

Our commitment to reliable, high-performance service for Swiss educational institutions. Clear guarantees backed by measurable standards.

99.99%Uptime GuaranteeFADP & GDPRCompliantAES-256Encryption

Last updated: February 2026

Uptime Guarantees

Platform Availability

Swiss Private Schools commits to maintaining high availability across all tiers. Our infrastructure is hosted on European servers with Swiss data residency, ensuring your school's profile and management dashboard are accessible when you need them.

Tier-Specific Uptime

Starter plans include a 99.5% monthly uptime guarantee. Premium plans are backed by a 99.9% uptime commitment. Enterprise customers receive our highest guarantee of 99.99% uptime with dedicated infrastructure monitoring.

Uptime Measurement

Uptime is measured as the percentage of total minutes in a calendar month during which the platform's core services are operational. Scheduled maintenance windows, announced at least 72 hours in advance, are excluded from uptime calculations.

Support Response Times

Starter Plan Support

Starter plan customers receive email support with a guaranteed first response within 24 business hours. Business hours are Monday to Friday, 08:00–18:00 CET. All support requests are tracked and prioritized by severity.

Premium Plan Support

Premium plan customers receive priority email and chat support with a guaranteed first response within 4 business hours for standard issues. Critical issues affecting service availability receive a 1-hour response, including weekends.

Enterprise Plan Support

Enterprise customers receive dedicated support with a guaranteed first response within 1 hour for all severity levels, 24/7. Each Enterprise account is assigned a dedicated Customer Success Manager for personalized assistance.

Support Channels

Email Support

All customers have access to email support at support@swissprivate-schools.ch. Our support team operates from Switzerland and responds in English, French, and German.

Priority Chat & Phone

Premium and Enterprise customers have access to live chat during extended business hours (08:00–20:00 CET). Enterprise customers additionally receive a dedicated phone line for urgent matters.

Knowledge Base & Documentation

All customers have access to our comprehensive knowledge base, API documentation, video tutorials, and onboarding guides. Self-service resources are available 24/7 in English and French.

Incident Communication

Status Page

Real-time platform status is available at status.swissprivate-schools.ch. All customers can subscribe to status updates via email or RSS. We publish incident reports within 24 hours of resolution for any service disruption.

Notification Process

For planned maintenance, we provide 72-hour advance notice via email and the status page. For unplanned incidents, we provide updates every 30 minutes until resolution. Enterprise customers receive direct communication from their Customer Success Manager.

Post-Incident Review

After any significant service disruption, we publish a Root Cause Analysis (RCA) within 5 business days. Enterprise customers receive a detailed post-mortem briefing and an action plan to prevent recurrence.

Maintenance Windows

Scheduled Maintenance

Routine maintenance is scheduled during low-traffic periods, typically Sundays between 02:00–06:00 CET. We aim to complete maintenance with zero downtime using rolling deployments. When downtime is required, it will not exceed 30 minutes.

Emergency Maintenance

In rare cases requiring emergency maintenance (critical security patches or infrastructure issues), we may perform updates outside scheduled windows. We will provide as much advance notice as possible and prioritize minimal disruption.

Service Credits

SLA Credit Policy

If we fail to meet our uptime commitment in any calendar month, affected customers are eligible for service credits. Credits are calculated as a percentage of that month's subscription fee, proportional to the excess downtime experienced.

Credit Tiers

For uptime between 99.0%–99.5% (Starter) or 99.5%–99.9% (Premium), a 10% credit applies. Below 99.0% (Starter) or 99.5% (Premium), a 25% credit applies. Below 95% for any tier, a 50% credit applies. Credits are capped at 50% of the monthly fee.

How to Claim

To request an SLA credit, contact support@swissprivate-schools.ch within 30 days of the incident. Include the dates and times of the disruption. We will review the claim against our monitoring data and apply approved credits to the next billing cycle.

SLA Comparison by Plan

Plan	Starter	Premium	Enterprise
Uptime Guarantee	99.5%	99.9%	99.99%
Response Time	24 business hours	4 business hours	1 hour (24/7)
Support Channels	Email	Email + Chat	Email + Chat + Phone
Dedicated Manager	—	—	✓

Swiss-Hosted Infrastructure

All data is processed and stored on European infrastructure with Swiss data residency. Our platform is built on enterprise-grade cloud services with multiple availability zones, automatic failover, and continuous backups.

We are committed to maintaining the highest standards of availability and performance expected by Swiss educational institutions.

Plan

Starter

Premium

Enterprise

Uptime Guarantee

99.5%

99.9%

99.99%

Response Time

24 business hours

4 business hours

1 hour (24/7)

Support Channels

Email + Chat

Email + Chat + Phone

Dedicated Manager

—

✓