Service Level Agreement (SLA) for EduTrackSMS

Effective Date: 1st January, 2026

1. Introduction

This Service Level Agreement (SLA) defines the level of service expected from EduTrackSMS (“the Service Provider”) by its clients (“the School” or “User”). It outlines service availability, support, performance standards, and responsibilities.

2. Scope of Services

EduTrackSMS provides a cloud-based school management system that includes:

  • Student information management

  • Attendance tracking

  • Academic records and report generation

  • School finance and fees management

  • Payroll management

  • SMS communication services

  • Teacher, student, and parent portals

3. Service Availability

  • EduTrackSMS targets 99% system uptime per month.

  • Scheduled maintenance will be communicated in advance.

  • Emergency maintenance may occur without prior notice where necessary.

4. Support Services

Support Channels

  • Email Support: hello@edutracksms.com

  • Phone/WhatsApp:+233240229932

Support Hours

  • Monday – Friday: 8:00 AM – 6:00 PM

  • Saturday: 9:00 AM – 2:00 PM

  • Sunday & Public Holidays: Limited or Emergency Support

5. Incident Response Time

6. Data Backup and Recovery

  • Data is backed up regularly to prevent loss

  • Backup frequency: Daily or periodic backups

  • Recovery processes are in place to restore data in case of failure

7. Data Security

EduTrackSMS implements security measures including:

  • Secure login authentication

  • Role-based access control

  • Data encryption during transmission

  • Protection against unauthorized access

8. SMS Service Delivery

EduTrackSMS uses mNotify for SMS delivery.

  • Delivery depends on telecom network availability

  • EduTrackSMS is not responsible for delays caused by network providers

  • Accurate phone numbers must be provided by the school

9. Client Responsibilities

The School agrees to:

  • Provide accurate and up-to-date data

  • Ensure secure use of login credentials

  • Train staff on basic system usage

  • Maintain reliable internet access

10. Service Limitations

EduTrackSMS shall not be liable for:

  • Downtime caused by internet service providers

  • Third-party service failures (e.g., SMS gateway disruptions)

  • User errors or incorrect data entry

11. Maintenance and Updates

  • Regular updates will be deployed to improve performance and security

  • New features may be added without disrupting existing services

  • Users will be notified of major updates where necessary

12. Termination of Service

  • Services may be suspended for non-payment or misuse

  • Clients may discontinue service at any time

  • Data access after termination may be limited

13. Performance Monitoring

EduTrackSMS continuously monitors system performance to:

  • Ensure uptime targets are met

  • Detect and resolve issues quickly

  • Improve overall service quality

14. Review and Changes

This SLA may be reviewed and updated periodically. Continued use of EduTrackSMS indicates acceptance of any updates.

15. Contact Information

For support or SLA-related inquiries:

EduTrackSMS Support Team
Website: https://www.edutracksms.com
Email: hello@edutracksms.com
Phone: +233240229932

Conclusion

EduTrackSMS is committed to delivering a reliable, secure, and high-performing system to support schools in managing their academic and financial operations efficiently.

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