Overview

This Agreement represents a Service Level Agreement between Linc Learning whose platforms are specified in https://linc.io and our customers, by providing an-all-in one scheduling, management, recording, and reporting software for tutoring and advising centers within educational institutions.

This Agreement remains valid until superseded by a revised agreement. This Agreement is effective from the 10th of December 2021.

This Agreement outlines the parameters of the digital platforms provided by Linc Learning. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

Objective

The objectives of this Agreement are the following:

To ensure that the proper elements and commitments are in place to provide consistent service regarding the usage of the digital platforms.
To generate an agreement for service provision between Linc Learning and the educational institution.
To provide a clear reference to service ownership, accountability, roles, and/or responsibilities from the Linc Learning to the customers (educational institutions).

Periodic Review

This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.

Linc Learning is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required only after the next review date.

Services Scope

At the time the customer signs the Services Agreement contract with Linc Learning, the customer acknowledges that the services provided include the following platforms:

Mobile app: https://linc.io/mobile-app
Web app: https://linc.io/web-app
Control Panel: https://linc.io/control-panel

Therefore, the responsibility and commitment from Linc Learning to the customer will include only the technologies mentioned above.

Service Uptime Commitment

Linc Learning will provide the customer access to the cloud-based platforms on a twenty-four-hour, seven days a week (24/7) basis at a rate of 99% uptime. If we fall short of our 99% uptime commitment and any of the platforms is affected, we’ll apply a service credit to your account for future use.

i. Measurement method

On a yearly basis, the Linc Learning´s service uptime metric will be measured using the measurable hours in the year (total time minus ‘Scheduled Downtime’ minus ‘Excused Downtime’ as the denominator). The numerator is the denominator value minus the time of any outages in the quarter (duration of all outages combined) to give the percentage of available uptime.

ii. Scheduled downtime

The downtime covered under the scheduled downtime is:

System maintenance.
System upgrades.
Urgent security fixes.

The scheduled downtime is notified at least 48 hours before the scheduled date. Urgent security fixes are excluded from prior notifications.

iii. Excused Downtime

The service of the platforms shall not apply to performance issues caused by the following:

Overall internet congestion, slow down, or unavailability caused by a non-standard environment (Natural disaster).
Unavailability of generic internet services (e.g. DNS servers) due to virus or hacker attacks.
Actions or inactions of the Customer’s or third parties beyond the control of Linc Learning.
A result of the customer´s internet/infrastructure equipment or third-party computer hardware, software, or network infrastructure not within the sole control of Linc Learning.
Servers infrastructure maintenance (AWS).
Third-party applications or Single Sign-On (SSO) integrated within the ‘Institution’ Linc platform.

Service Credit

If Linc Learning falls short of the uptime commitment, we will grant the following discounts to the educational institution. The discounts will only apply to the next year´s services agreement contract between Linc Learning and the educational institution.

*To apply the discount, the educational institution must be an active client for 1 year or more.

Service credit is not a refund, cannot be exchanged into a cash amount, is capped at a maximum of 20% discount, and to apply the educational institution must ask for it in the written notice specifying the applicable discount. Requires the educational institution to have paid any outstanding invoices and expires upon termination of the Services Agreement contract.

Service credit is the sole and exclusive remedy for any failure by Linc Learning to meet its obligations under this SLA.