Service Level Agreement
Our uptime commitment, support response times and service credits for Institutions on a paid Rubric Subscription.
Effective 3 November 2026 · Last updated 3 November 2026
Contents
1. Scope
1.1This SLA is part of the Agreement under our Terms of Service and uses the defined terms in them. It applies to Institutions on a paid Subscription. It does not apply to free trials or pilots, which are provided on a best-efforts basis.
1.2The Platform is made up of the Rubric web application, the desktop and mobile applications' connection to our servers, and our application programming interface. Third-party services that we do not control, such as the Institution's own network, are outside this SLA.
2. Uptime commitment
2.1We commit to 99.9% availability of the Platform in each calendar month ("Monthly Uptime"), calculated as:
2.2"Unplanned Downtime" means minutes in which the Platform is unavailable to the Institution's users, as measured by our monitoring of the Platform's health check from outside our own network. It does not include the exclusions in section 3.
3. What does not count as downtime
- (a)scheduled maintenance carried out in line with section 4;
- (b)emergency maintenance needed to fix an urgent security vulnerability, where we give as much notice as is reasonably possible;
- (c)events outside our reasonable control, including widespread failure of the national power grid or of telecommunications and internet services, and failures of the Institution's or a student's own network, devices, power supply or settings;
- (d)suspension of access under the Terms of Service, for example for non-payment or unlawful use;
- (e)features that we have clearly marked as beta or preview; and
- (f)unavailability caused by the Institution's or its users' breach of the Agreement.
4. Scheduled maintenance
4.1We will give the Institution's administrator at least 48 hours' notice by email of scheduled maintenance that is expected to make the Platform unavailable.
4.2We will normally carry out maintenance between 01:00 and 05:00 WAT, and at weekends where possible. We will not schedule maintenance during an examination window that is entered in the Platform's examination calendar.
5. Incident severity and response
5.1Institutions report problems to support@ambezi.com, giving the Institution's name, what happened, when, and how many users are affected. We will assign a severity and respond as follows:
| Severity | Meaning | First response | Target resolution |
|---|---|---|---|
| P1: Critical | The Platform is unavailable to all users, or an examination in progress cannot continue | 30 minutes | 4 hours |
| P2: High | A major feature is unavailable; examinations can continue but are impaired | 2 hours | 8 hours |
| P3: Medium | A non-critical feature is unavailable and a workaround exists | 8 hours | 2 business days |
| P4: Low | A minor, cosmetic or informational issue, or a question | Next business day | 5 business days |
5.2Response times run from when we receive the report. P1 and P2 times apply around the clock during an examination window that is entered in the Platform's calendar. At other times, response times run during the support hours in section 6. "Business day" means a day other than a Saturday, a Sunday or a public holiday in Nigeria. Resolution times are targets and include workarounds.
6. Support
6.1Standard support (all paid Subscriptions). By email at support@ambezi.com, Monday to Friday, 08:00 to 18:00 WAT, excluding Nigerian public holidays. It covers account administration, questions about results and features, and technical problems.
6.2Examination-day support. For any examination entered in the Platform's calendar, we will keep a member of our team on standby for P1 and P2 problems for the duration of the examination window.
6.3Priority support (by agreement). Institutions that agree it in their plan get extended hours (Monday to Saturday, 07:00 to 21:00 WAT), a dedicated contact line and a named support contact.
7. Service credits
7.1If Monthly Uptime falls below 99.9%, the Institution is entitled to a credit against its next invoice:
| Monthly Uptime | Credit |
|---|---|
| 99.0% to below 99.9% | 10% of that month's fees |
| 95.0% to below 99.0% | 25% of that month's fees |
| Below 95.0% | 50% of that month's fees |
7.2To claim a credit, the Institution must email support@ambezi.com within 5 business days after the end of the affected month. We will confirm the credit within 10 business days. Credits are not paid in cash, and they are the Institution's sole financial remedy for missing the uptime commitment. This does not limit the right to terminate under section 8.
8. Repeated failure
8.1If Monthly Uptime is below 95.0% in any two consecutive months, or below 99.0% in any three months in a rolling period of twelve, the Institution may terminate the Subscription by written notice within 30 days, and we will refund prepaid fees for the period after termination.
9. Backups and recovery
9.1We keep automated backups of Platform data through our database provider. If data is lost or corrupted, we will restore from the most recent clean backup as quickly as we reasonably can and will tell affected Institutions within 24 hours of deciding to restore. Restore times depend on the amount of data and the provider and are targets, not guarantees. Backups are encrypted by the provider and are handled in line with the Privacy Policy, including its retention rules.
9.2Institutions can export their examination records at any time and should do so for records they must keep long term. Uploaded images are deleted automatically one year after upload.
10. Security and personal data breaches
10.1We are the Institution's data processor under the Nigeria Data Protection Act 2023. If we become aware of a personal data breach affecting an Institution's data, we will:
- (a)email the Institution's administrator without undue delay and in any event within 72 hours of becoming aware, so the Institution can meet its own duty to notify the Nigeria Data Protection Commission within 72 hours;
- (b)describe the nature of the breach, the kinds and approximate numbers of people and records affected, the likely consequences, and what we have done or propose to do;
- (c)update the Institution as the investigation progresses; and
- (d)help the Institution notify the NDPC and affected individuals.
10.2Detail on how we protect personal data is in the Privacy Policy and Schedule 1 of the Terms of Service.
11. Reporting
11.1On request to support@ambezi.com, we will send a monthly report showing Monthly Uptime, a log of incidents with their severity and resolution times, and any credits due.
12. Changes to this SLA
12.1We may update this SLA by giving Institutions at least 30 days' notice. A change will not reduce our commitments for a paid period already under way.