This Service Level Agreement (“SLA”) applies to paying customers of Scolah Compass Platform (“Platform”) and forms part of the Terms of Service. Capitalised terms not defined here have the meaning given in the Terms.
1. What This SLA Covers — and What It Cannot
The Platform has two halves:
- The control plane, operated by Scolah: the portal, the Platform API that agents connect to, the bundle catalog and the release registry.
- Your installations, which run on servers and clusters that you own and operate.
This SLA covers the control plane and our support response. It does not, and cannot, cover the uptime of your installations. Their availability depends on hardware, networks, power and operating systems that we do not control.
Your applications keep running when the Platform is down. The agent on each server connects out to the Platform for instructions. If the Platform is unreachable, installations that are already running keep serving users exactly as before. While the outage lasts, you cannot create, upgrade, scale or reconfigure installations from the portal.
2. Availability Commitment
Scolah will make the control plane available 99.5% of the time in each calendar month (“Monthly Uptime”).
Monthly Uptime = (total minutes in the month − Downtime minutes) ÷ total minutes in the month × 100.
Downtime is any period of at least five consecutive minutes during which:
- the portal cannot be signed into or does not load, or
- the Platform API returns server errors (HTTP 5xx) or times out for more than 50% of requests from correctly configured agents,
as measured by Scolah’s external monitoring.
Exclusions
These are not counted as Downtime:
- Scheduled maintenance announced at least 72 hours in advance, up to 4 hours per month, scheduled where practical between 22:00 and 04:00 UTC
- Emergency maintenance to fix a critical security vulnerability. We will keep this as short as possible and explain it afterwards.
- Problems caused by your servers, networks, firewalls, proxies, DNS, certificates or internet connection
- Problems caused by software, configuration or credentials you supplied, including a “bring your own” database, object store, or identity provider
- Suspension of your organisation or a blocked server under the Terms or the Acceptable Use Policy
- Features labelled beta, preview or free
- Events beyond our reasonable control, as described in the Terms
3. Service Credits
If Monthly Uptime falls below the commitment, you may claim a credit against the Platform fees for that month:
| Monthly Uptime | Credit |
|---|---|
| 99.0% to below 99.5% | 5% |
| 98.0% to below 99.0% | 10% |
| 95.0% to below 98.0% | 20% |
| Below 95.0% | 30% |
To claim, email support@scolah.com within 30 days of the end of the affected month and give the dates and times of the outage. Credits are applied to your next invoice. They are not paid in cash and cannot exceed 30% of that month’s fees.
Service credits are your sole and exclusive remedy for failure to meet the availability commitment.
4. Support
Raise a support request at support@scolah.com. Support hours are Monday to Friday, 08:00–18:00 UTC, excluding public holidays. Severity 1 issues are monitored 24/7.
| Severity | Definition | First response |
|---|---|---|
| 1 — Critical | Control plane unavailable, or a confirmed security incident affecting your organisation | 1 hour, 24/7 |
| 2 — High | A core Platform function (deploy, upgrade, backup, domain issuance) fails with no workaround | 4 business hours |
| 3 — Normal | A function is impaired but a workaround exists, or a single installation behaves unexpectedly | 1 business day |
| 4 — Low | Questions, documentation, feature requests | 3 business days |
“First response” means a person has read the request, assessed it, and replied. It is not a resolution time.
Help with your installations
We will help you diagnose problems with installations on your servers. Because we have no remote access to your servers, this relies on information you give us. Useful information includes the status, health and deployment-progress reports the agent already sends to the Platform, logs you choose to share, and screen-sharing sessions you start. We will never ask for your servers’ root credentials.
5. Software Updates and Fixes
- Security fixes for Scolah software (agent, operator, Compass) are published as new signed releases. Critical security fixes are aimed at within 30 days of confirmation.
- Catalog applications are open-source software maintained by their upstream projects. We aim to publish a tested bundle for an upstream security release within 14 days for critical issues. The timing depends on when upstream publishes the release.
- You decide when upgrades apply. A new version is deployed only after you start the upgrade and confirm it, following an automatic precheck. Delaying a security upgrade is your decision, and its risk is yours.
6. Changes
We may update this SLA. We will not reduce the availability commitment or the credit percentages during a paid term you have already committed to.