Welcome to Growvidya, a comprehensive School Management System developed, owned, and operated by Codeulas Innovations Private Limited ("Company", "we", "our", or "us"). This Service Level Agreement ("SLA") outlines the service standards, performance commitments, support obligations, availability targets, and responsibilities applicable to customers using the Growvidya platform. This SLA forms an integral part of the Terms & Conditions governing the use of Growvidya and should be read in conjunction with our Privacy Policy, Data Security Policy, Refund & Cancellation Policy, and other applicable legal documents. By subscribing to or using Growvidya, the Customer acknowledges and agrees to the terms set forth in this Service Level Agreement.

1. Purpose

The purpose of this Service Level Agreement is to define the service standards and operational commitments provided by Codeulas Innovations Private Limited in relation to the Growvidya School Management System. This agreement establishes clear expectations regarding system availability, technical support, maintenance activities, issue response times, customer responsibilities, and service limitations to ensure a reliable, secure, and high-quality experience for educational institutions.

2. Scope

This SLA applies to all customers who subscribe to Growvidya through valid commercial agreements, including but not limited to:

• Schools
• Colleges
• Universities
• Educational Trusts
• Coaching Institutes
• Training Centers
• Educational Organizations
• Authorized Partners
• Resellers

The SLA covers all standard cloud-based Growvidya services unless otherwise specified in a separate written agreement.

3. Service Availability

Codeulas Innovations Private Limited is committed to maintaining a target service availability of 99.9% uptime for the Growvidya platform during each calendar month. Service availability refers to the ability of authorized users to access and use the core functionalities of the Growvidya platform over the internet.

The stated uptime commitment excludes downtime resulting from:

• Scheduled maintenance.
• Emergency maintenance.
• Force majeure events.
• Internet service provider failures.
• Customer-side network issues.
• Third-party infrastructure failures.
• Cybersecurity incidents beyond our reasonable control.
• Government restrictions or regulatory actions.
• Customer misconfiguration or misuse of the platform.

While every reasonable effort is made to maintain uninterrupted service, uninterrupted or error-free operation cannot be guaranteed.

4. Technical Support Services

Growvidya provides technical support to assist customers in resolving issues related to the use of the platform.

Support services may include:

• Product guidance
• Technical troubleshooting
• Account assistance
• Configuration support
• Feature clarification
• Bug reporting
• System issue investigation
• General operational assistance

Support is provided through officially designated communication channels, which may include:

• Email Support
• Telephone Support
• Online Help Desk
• Ticket Management System
• Live Chat (where available)
• Remote Assistance (where applicable)

Support availability may vary depending on the customer's subscription plan or service agreement.

5. Issue Priority & Response Time

All support requests are categorized according to their business impact and operational severity.

The response time represents the time required for our support team to acknowledge the reported issue and initiate investigation. Response times do not constitute guaranteed resolution times.

6. Issue Resolution

Codeulas Innovations Private Limited will make commercially reasonable efforts to investigate, diagnose, and resolve reported issues as promptly as possible.

Resolution time may vary depending upon:

• Issue complexity
• Technical dependencies
• Third-party vendor involvement
• Infrastructure requirements
• Software architecture
• Severity classification
• Availability of customer cooperation

Certain issues may require software updates, scheduled releases, or architectural modifications and therefore may require additional time to resolve.

7. Scheduled Maintenance

To maintain platform reliability, security, and performance, periodic scheduled maintenance may be required.

Scheduled maintenance may include:

• Software updates
• Security patches
• Infrastructure upgrades
• Database optimization
• Performance improvements
• Feature deployments
• System enhancements

Where reasonably practicable, advance notice of scheduled maintenance will be provided through email, dashboard notifications, or other appropriate communication channels. Maintenance activities are typically planned during periods of lower system usage to minimize operational impact. Scheduled maintenance periods are excluded from uptime calculations.

8. Emergency Maintenance

In certain circumstances, emergency maintenance may be necessary to protect platform security, resolve critical technical issues, or maintain service stability. Emergency maintenance may be performed without prior notice where immediate action is reasonably required to protect customers or the platform. The Company shall make reasonable efforts to minimize disruption during such maintenance activities.

9. Data Backup & Disaster Recovery

Codeulas Innovations Private Limited performs regular automated backups of critical application data to support business continuity and disaster recovery objectives.

Our backup strategy includes:

• Automated scheduled backups
• Secure storage of backup data
• Backup redundancy
• Disaster recovery planning
• Recovery testing
• Infrastructure resilience

While every reasonable effort is made to safeguard customer information, customers are encouraged to maintain independent copies of critical institutional records where appropriate.

10. Security Commitment

Growvidya is designed with multiple layers of security to protect customer information.

Security measures may include:

• Secure HTTPS communication
• Data encryption
• Role-based access control
• Authentication mechanisms
• Firewall protection
• Security monitoring
• Access logging
• Vulnerability management
• Secure cloud infrastructure

Additional information regarding security practices is available in our Data Security Policy.

11. Customer Responsibilities

Customers play an important role in maintaining service reliability and security.

Customers are responsible for:

• Maintaining stable internet connectivity.
• Using compatible devices and supported web browsers.
• Protecting usernames and passwords.
• Managing user accounts responsibly.
• Assigning appropriate user permissions.
• Ensuring authorized access only.
• Installing recommended software updates.
• Reporting technical issues promptly.
• Maintaining local copies of important institutional records where appropriate.
• Using the platform in accordance with applicable laws and our Terms & Conditions.

Failure to comply with these responsibilities may affect service performance and support eligibility.

12. Service Exclusions

This SLA shall not apply to service interruptions or performance issues resulting from:

• Customer-side hardware failures.
• Customer internet connectivity issues.
• Browser incompatibility.
• Local network failures.
• Third-party software conflicts.
• Unauthorized system modifications.
• Customer-developed customizations.
• API misuse.
• Malware or virus infections.
• Power failures at customer premises.
• Natural disasters.
• Floods.
• Fires.
• Earthquakes.
• War.
• Terrorism.
• Government restrictions.
• Labour disputes.
• Cyber attacks beyond commercially reasonable mitigation capabilities.
• Third-party cloud infrastructure outages.
• Third-party payment gateway failures.
• SMS gateway interruptions.
• Email service provider outages.
• Force majeure events.

13. Service Improvements

Codeulas Innovations Private Limited continuously invests in improving the Growvidya platform.

Service improvements may include:

• New functionality
• Security enhancements
• Performance optimization
• User interface improvements
• Infrastructure upgrades
• Bug fixes
• Compliance updates

Such improvements may be deployed periodically without affecting existing contractual obligations.

14. Limitation of Liability

While Codeulas Innovations Private Limited endeavors to provide reliable and uninterrupted services, the Company shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages arising from service interruptions, data loss, business interruption, loss of profits, loss of goodwill, or any inability to use the Growvidya platform, except to the extent required under applicable law or expressly agreed in a separate written contract. Nothing in this SLA shall be construed as creating a guarantee of uninterrupted or error-free service.

15. Modification of SLA

Codeulas Innovations Private Limited reserves the right to amend, revise, or update this Service Level Agreement at any time to reflect technological advancements, operational improvements, legal requirements, or changes in service offerings. Material updates will be published on the official Growvidya website and, where appropriate, communicated to customers through reasonable notification methods. Continued use of the Growvidya platform following such updates constitutes acceptance of the revised Service Level Agreement.

16. Governing Law & Jurisdiction

This Service Level Agreement shall be governed by and interpreted in accordance with the laws of the Republic of India. Any dispute arising out of or relating to this SLA shall be subject to the exclusive jurisdiction of the competent courts located in Kalyani, Nadia, West Bengal, India, unless otherwise required by applicable law.

17. Contact Information

For service-related inquiries, technical assistance, or questions regarding this Service Level Agreement, please contact:

Product: Growvidya – School Management System

Website: https://growvidya.in

Email: support@growvidya.in

Codeulas Innovations Private Limited remains committed to delivering reliable, secure, and continuously improving digital solutions for educational institutions. Through proactive support, modern cloud infrastructure, strong security practices, and ongoing innovation, we strive to provide a dependable School Management System that empowers schools to manage their operations efficiently and confidently.