Service Level Agreement (SLA)

This Service Level Agreement governs your use of Smart School App ("the Platform"), a multi-tenant School Management SaaS operated by Raei Technologies ("we", "us", "our") from Bangalore, Karnataka, India. By registering, subscribing to, or otherwise accessing the Platform you agree to this document. If you do not agree, please stop using the Platform.

We target a monthly uptime of 99.9% (three-nines) for the production Platform, measured excluding planned and emergency maintenance windows described below.

Planned maintenance is scheduled outside Indian school hours, typically between 22:00 and 06:00 IST, with at least forty-eight (48) hours' advance notice by in-app banner and email.

In the event of a critical security or stability issue we may perform emergency maintenance without prior notice. We will publish a post-incident summary within two (2) working days.

Our support team is available Monday to Saturday, 09:00–19:00 IST. Response time targets:

• Critical (Platform unavailable for the whole school): response within 2 business hours.
• High (major feature unavailable): response within 4 business hours.
• Normal (workaround exists): response within 1 business day.
• Low (cosmetic or informational): response within 3 business days.

Every incident is triaged, assigned an owner and tracked to resolution. Schools affected by a critical incident will receive proactive email updates at least once every two hours until resolution.

Automated encrypted backups of the production database are taken at least once every 24 hours and are retained for thirty (30) rolling days. Weekly full backups are retained for ninety (90) days.

Our recovery time objective (RTO) is 8 hours and our recovery point objective (RPO) is 24 hours. Disaster recovery drills are performed at least annually.

We continuously monitor availability, latency and error rates. Real-time alerts notify the on-call engineer of anomalies.

Questions, requests, or concerns about this document can be sent to us:

• Company: Raei Technologies
• Address: Bangalore, Karnataka, India
• Email: support@raeitech.com
• Website: https://app.raeitech.com