This Service Level Agreement ("SLA") forms part of and is incorporated into the Terms of Service ("ToS") between Thankdigit Co. ("Thankdigit", "Provider", "we", "us") and the Customer ("Customer", "you").

This SLA defines the service performance standards, support commitments, and remedies applicable to the Thankdigit SNS platform (the "Service"), and should be read together with the ToS, Privacy Policy, Cookie Policy, and Data Processing Agreement ("DPA").

1. DEFINITIONS

"Service" means the Thankdigit SNS (Student Notification System) SaaS platform.

"Uptime" means the percentage of total time during which the Service is operational and accessible.

"Downtime" means periods when the Service is unavailable, excluding Excluded Downtime.

"Excluded Downtime" includes scheduled maintenance, force majeure events, third-party failures, and Customer-caused issues.

"Service Credit" means a monetary credit applied to future invoices.

"Enterprise Customer" means a Customer with an enterprise plan or separately negotiated agreement.

2. SERVICE AVAILABILITY

2.1 General Commitment

Thankdigit will use commercially reasonable efforts to maintain availability and performance of the Service.

No specific uptime guarantees are provided unless explicitly agreed in a separate written agreement (including but not limited to an Order Form, Enterprise Addendum, or Master Services Agreement).

2.2 Deployment Flexibility

The Service may be deployed in any geographic region or infrastructure environment, including customer-specific regions, subject to technical feasibility and agreement between the parties.

2.3 Measurement (If Applicable)

Where uptime commitments are contractually agreed, uptime will be calculated as:

Uptime % = (Total Minutes – Downtime) / Total Minutes × 100

2.4 Excluded Downtime

The following are excluded from any uptime calculations:

Scheduled maintenance (with prior notice);

Emergency maintenance;

Issues caused by Customer systems, integrations, or misuse;

Internet or infrastructure failures outside Thankdigit control;

Third-party service provider failures;

Force majeure events.

3. SCHEDULED MAINTENANCE

Maintenance windows will be communicated at least 48 hours in advance, where reasonably practicable.

Scheduled during low-usage hours whenever possible.

Emergency maintenance may be performed without prior notice.

4. SUPPORT SERVICES

4.1 Support Channels

Email support: info@thankdigit.com

Additional channels may be provided under separate agreement (e.g., Slack, ticketing system).

4.2 Support Hours

Standard Support: Monday–Friday, 9:00–18:00 (Customer regional time).

Extended or 24/7 support: available under Enterprise agreements.

4.3 Enterprise Support

Enterprise Customers will receive:

Dedicated account manager.

Priority handling of incidents and requests.

Optional enhanced communication channels (if agreed).

4.4 Incident Severity Levels

Critical (P1): Service unavailable or major functionality failure. Example: System outage.

High (P2): Significant degradation. Example: Delayed notifications.

Medium (P3): Partial impairment. Example: Feature issue.

Low (P4): General inquiry or cosmetic issue. Example: UI issue.

4.5 Response Targets

P1: 2 hours

P2: 4 hours

P3: 1 business day

P4: 2 business days

Resolution times are target-based and not guaranteed, unless otherwise agreed in writing.

5. INCIDENT MANAGEMENT

Incidents are prioritized based on severity and impact.

Status updates will be provided for P1 and P2 incidents.

Root Cause Analysis (RCA) may be provided upon request for major incidents.

6. SERVICE CREDITS

6.1 Applicability

Service credits apply only where specific service levels are expressly agreed in writing.

6.2 Credit Structure (If Applicable)

Monthly Uptime 99.0% – 99.89%: 2% credit

Monthly Uptime 95.0% – 98.99%: 5% credit

Monthly Uptime below 95.0%: 7% credit

6.3 Conditions

Requests must be submitted within 30 days of the relevant incident.

Credits apply only to the affected billing period.

Credits are non-refundable and non-transferable.

Maximum aggregate credit shall not exceed 10% of fees paid for the affected period.

7. REPEATED FAILURE AND TERMINATION RIGHTS

Where Customer has a written agreement including service level commitments, and Thankdigit fails to meet such commitments repeatedly:

"Repeated failure" means failure to meet agreed service levels in four (4) or more months within any rolling six (6) month period, unless otherwise agreed.

Customer may, as its sole and exclusive remedy (beyond service credits):

Terminate the affected Service for material breach.

Receive pro-rata refund of prepaid unused fees for the terminated portion.

8. BACKUP AND DISASTER RECOVERY

Automated backups are performed on a regular basis.

Recovery Time Objective (RTO): up to 24 hours.

Recovery Point Objective (RPO): up to 24 hours.

More stringent RTO/RPO targets may be agreed under a separate written agreement.

9. SECURITY AND COMPLIANCE

Thankdigit maintains administrative, technical, and organizational safeguards aligned with recognized industry standards, including:

GDPR (General Data Protection Regulation);

FERPA (Family Educational Rights and Privacy Act), where applicable;

ISO 27001-aligned controls (organizational and technical measures);

Security practices consistent with SOC 2 principles (where applicable).

Processing of personal data is governed by the Data Processing Agreement (DPA).

10. CUSTOMER RESPONSIBILITIES

Customer agrees to:

Use the Service in accordance with the ToS;

Maintain appropriate configurations and integrations;

Promptly report incidents with sufficient detail;

Cooperate reasonably in troubleshooting and resolution.

11. LIMITATIONS

This SLA does not apply to:

Beta, preview, or experimental features;

Free-tier or trial services (unless explicitly stated);

Third-party integrations outside Thankdigit control.

12. MODIFICATIONS

Thankdigit may update this SLA in accordance with the ToS. Material changes will be communicated in advance where required.

13. GOVERNING LAW

This SLA shall be governed by the same law and jurisdiction as defined in the Terms of Service.

14. CONTACT

Thankdigit Co.

Email: info@thankdigit.com

15. ENTERPRISE ADDENDUM (OPTIONAL)

Enterprise Customers may negotiate enhanced terms, including:

Stricter response and resolution SLAs;

Reduced RTO/RPO targets;

Dedicated infrastructure or regional hosting;

Custom escalation procedures and reporting.