Service Level Agreement (“SLA”)

Overview


This agreement represents a Service Level Agreement (“SLA”) between MagniLearn Ltd.
(“MagniLearn”) and Entity for the use of MagiLearn’s Platform (the “Services”). Capitalized terms
not defined herein shall have the meanings ascribed to them in the Terms and Conditions or other
written agreement between the parties, as applicable (“Agreement”). MagniLearn may amend this
SLA from time to time, and the revised SLA shall be effective immediately upon providing the
School with a copy thereof.

 

MagniLearn’s Responsibilities

Contacts & Operating Service Hours

Customer Support:
Contact the company either through the eService Portal by email at contact@magnilearn.com.
The service is available 24/7


Support Center:
Available Monday-Friday, 8:30-17:30 GMT
*24/7 support will be provided for “Critical” level problems” (as defined herein) only.

Problem Classifications and Definitions


A “Defect” is a technical problem in the accessibility or performance of a function or component
of the Services which is under MagniLearn’s control. Defects do not include issues caused by
network modification(s) or other modifications made by the Customer. Defects fall into several
severity/priority categories, each of which is defined below.


The severity of a Defect will be determined by MagniLearn, subject to the following guidelines:


Severity level SLAs

Support services will be provided in accordance with the priority levels and response times set
forth below.


Priority Level 1/Critical – defined as unavailability of service. Response time within 1 business
day.


Priority Level 2/High – defined as Services are working, but entire functionalities of the Services
are unavailable which requires attention/solution as soon as possible. Response time within 2
business days.

Priority Level 3/Low – defined as issues with minimal impact. Minor errors that do not fall under
any of the above severity levels and that do not have any significant impact on the ability to use
the Services features and functionalities. Response time within 4 business days.

“Response Time”

means the time between the receipt of the Customer’s report of a Defect, and the assignment of MagniLearn’s technical person to diagnose the Defect. 

 

Downtime Event

(1) any outages of any public Internet backbones, networks, servers, or other utilities, (2) any failure of Customer’s and/or a third party’s equipment, software, systems, or local access services, (3) a previously scheduled maintenance or an interruption of the Services without notice in order to protect the integrity of the Services due to security issues, virus attacks, spam issues, network intrusions or denial of service attacks, or other unforeseen circumstances, (4) result from any actions or inactions of Customer or any third party or (5) any event beyond MagniLearn’s control such as strikes, riots, insurrection, fires, floods, explosions, war, governmental action, labor conditions, earthquakes, natural disasters, or interruptions in Internet services to an area where MagniLearn’s or Customer’s servers are located or co-located. 

 

Availability

Availability means access to the Services.  MagniLearn will provide at least 99.9% availability per calendar month (not including Downtime Events). 

 

Remedies: 

In response to a Customer’s report of a Defect, MagniLearn will make reasonable efforts to provide a fix, workaround, or update, all at MagniLearn’s discretion.

 

Support and Escalation Points:

The Customer will take all actions necessary to assist MagniLearn in identifying and reproducing reported Defects and shall provide MagniLearn with all reasonable and necessary assistance in providing the support services.

For the purpose of this SLA, the term “Business Days” shall mean any day except any Friday, any Saturday, any day which is a national holiday in Israel, and any day on which banking institutions in Israel are authorized or required by law or other governmental action to close.