Service Level Agreement

What you can expect from us on availability and support — stated as targets and commitments we actually keep, not as guarantees. Where something is discretionary rather than contractual, this page says which.

99.99%Uptime TargetFADP & GDPRCompliantAES-256Encryption

Last updated: 1 September 2026

Uptime Targets

Platform Availability

Swiss Private Schools works to keep the platform available across all tiers. The database, file storage and backups are hosted in the European Union, so your school's profile and dashboard are served from European infrastructure. The figures below are targets we work toward; they are not measured against an external monitor and carry no automatic remedy.

Tier-Specific Uptime

Pro plans target 99.5% monthly uptime. Premium plans target 99.9%. Bespoke targets 99.99% with dedicated infrastructure monitoring. These are uptime targets we work toward, not contractual guarantees with automatic credits. See 'Outage Handling' below for how we handle material incidents.

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

Pro Plan Support

Pro plan customers get email support with a typical first response within 2 business days. 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 have a direct WhatsApp and email line to the founder, with a same-business-day response on standard issues. We don't promise a 24/7 ticket SLA — what you get instead is a real person who answers, and incidents that affect service availability are handled as the priority of the day.

Bespoke Plan Support

Bespoke customers have the same direct line to the founder plus a dedicated account manager. Response times and escalation paths are agreed in the contract; we keep the underlying channels personal and human, not a ticket queue.

Support Channels

Email Support

All customers have access to email support at admin@swissprivate-schools.ch. Support is provided from Switzerland by the founder, in English, French and German. Italian requests are welcome and answered in one of those three.

Direct Founder Line

Premium and Bespoke customers reach the founder directly via WhatsApp and email — no ticket queue, no first-line triage. Bespoke customers additionally have a phone channel agreed in their contract.

Knowledge Base & Documentation

All customers have access to our help centre and API documentation, available at any time. These are written resources; we do not currently offer video tutorials. The help centre is published in English, French, German and Italian.

Account & Access Recovery

If you lose access to your email

If you can no longer reach the email address your account is registered under, write to us at admin@swissprivate-schools.ch — from any address — or ask a colleague who still has dashboard access to reach out. Once we have verified that you are an authorised representative of the school, we update your registered email so you can sign in again.

How we confirm it's really you

Because changing the email on an account effectively hands it over, we verify identity out of band before any change: typically by confirming your role at the school against our records and, where needed, details only an authorised contact would know — the billing contact, the contract, or an existing owner vouching for you. We never change account access on an unverified request.

Lost your authenticator (2FA)

Use one of the one-time recovery codes shown when you switched on two-factor authentication; each code removes the lost factor so you can sign in and re-enrol. If your recovery codes are gone too, contact admin@swissprivate-schools.ch and we remove the factor after the same identity check.

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. Bespoke 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. Bespoke 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.

Outage Handling

How we handle outages

We work to meet our uptime targets but do not issue automatic service credits when we miss them. For material outages affecting your operations, we will review the impact case-by-case and respond in good faith. This is a discretionary process, not a contractual entitlement.

How material outages are handled

Material incidents are handled individually rather than via a fixed credit schedule. The relevant factors we consider are the duration of the outage, the features affected, and the impact on your school's operations. We aim to respond within five business days.

How to raise a concern

To raise a service-level concern, contact admin@swissprivate-schools.ch within 30 days of the incident. Include the dates, times, and a brief description of the impact on your school. We will review against our monitoring data and respond.

SLA Comparison by Plan

Plan	Pro	Premium	Bespoke
Uptime Target	99.5%	99.9%	99.99%
Response Time	Within 2 business days	Same business day (founder line)	Priority response (founder line)
Support Channels	Email	Email + WhatsApp	Email + WhatsApp
Dedicated Manager	—	—	✓

EU-Hosted Infrastructure

All data is processed and stored on European infrastructure with EU data residency (Frankfurt). 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

Pro

Premium

Bespoke

Uptime Target

99.5%

99.9%

99.99%

Response Time

Within 2 business days

Same business day (founder line)

Priority response (founder line)

Support Channels

Email + WhatsApp

Dedicated Manager

—

✓