Service Level Agreement

What is the Service Level Agreement?

The Service Level Agreement is our commitment to customers using ManageBac regarding the service we will provide. Please get in touch using the contact details below if you have any questions about this agreement.

We support:

1. Setup
2. Configuration
3. Bug Fixes

We guarantee:

1. 99% system uptime
2. A 24-hour max response time for all support requests
3. A pledge to protect privacy and safeguard data with daily backups
4. SSL-encryption for all sub-domains 

We do not support:

1. Network issues (e.g. Internet access failure)
2. E-mail Administration
3. Administrative Tasks

Planned maintenance (down-time) related to the Services will be communicated to the School on prior written notice. The School acknowledges that in certain circumstances, such as security threats, or where emergency or otherwise unplanned maintenance is required, Wigsbury may only be able to provide the School with very short notice periods, or no notice being given by Wigsbury at all.