Service Level Agreement (Exhibit C)

Important: This is a template for general onboarding and commercial use. It is not legal advice. The targets below are placeholders and must be confirmed and adapted by Spurr Empire Limited before being offered to a School.

This Service Level Agreement (the "SLA") is part of the School Services Agreement and applies where the School's plan includes service level commitments. Where no SLA applies, the services are provided on an "as available" basis as described in the SpurrCampus Terms of Use.

1. Scope

This SLA applies to the SpurrCampus production service for the School identified in the Order Form (Exhibit A). It does not apply to Pilot or evaluation accounts unless stated otherwise.

2. Support

Support channels: email and the SpurrCampus Support page at https://www.spurrcampus.com/support

Support hours: ________________________________ (state time zone)

Target first-response times by severity:

Critical (service unavailable for the School): ________________________________
High (major feature impaired, no reasonable workaround): ________________________________
Normal (general issues and questions): ________________________________
Low (requests and guidance): ________________________________

Response targets refer to the time to first meaningful response, not to resolution.

3. Availability

Monthly uptime target: ________% (for example, 99.5%), measured over each calendar month, excluding planned maintenance and the exclusions below.

The Provider will aim to give advance notice of planned maintenance where practical. Emergency maintenance and security fixes may occur without prior notice.

4. Exclusions

The availability target does not apply to issues caused by:

Planned or emergency maintenance and security updates
Third-party services outside the Provider's control (such as hosting, email, SMS, WhatsApp, push, or payment providers)
The School's network, devices, browsers, or configuration
Misuse of the service or breach of the School Services Agreement
Force majeure or other events beyond the Provider's reasonable control

5. Service credits

Where the parties agree to service credits for missed targets, the credits and how to request them are set out below. Service credits are the School's exclusive remedy for missed targets and are capped at a percentage of the monthly fee for the affected service.

Service credit terms: ________________________________

6. Relationship to other documents

This SLA does not change the disclaimers and limitation of liability in the Terms of Use or the School Services Agreement, except as expressly stated for service credits.

Template note: This sample is provided for general onboarding and commercial support. The Provider should confirm achievable targets and obtain advice before offering this SLA to a School.

Service Level Agreement template