1. Purpose and Scope
This Service Level Agreement ("SLA") outlines the service availability, technical support and maintenance standards that Knowness Ltd ("Knowness", "we", "us" or "our") aims to provide to schools and educational organisations using the Knowness platform.
This SLA applies to Knowness's website, mobile applications and associated educational services (collectively, the "Services").
It should be read alongside our Terms of Service, Privacy Policy and Data Processing Agreement.
2. Service Availability
Knowness aims to maintain 99.9% monthly service availability, excluding scheduled maintenance and circumstances outside our reasonable control.
Service availability is measured based on the accessibility of core platform functionality during each calendar month.
Periods of unavailability resulting from scheduled maintenance, third-party service disruptions, internet connectivity problems outside Knowness's infrastructure or circumstances beyond our reasonable control are excluded from this calculation.
This availability target represents our operational objective rather than a guarantee of uninterrupted service.
3. Personal Data Processed
Knowness provides technical support to schools and users through the following channels:
Email: [email protected]
Support Hours: Monday to Friday, 9:00am–5:00pm UK time, excluding bank holidays in England.
Support requests received outside these hours will ordinarily be reviewed during the next business day.
We aim to meet the following initial response targets:
Critical
Platform unavailable or a major incident preventing widespread access
Within 4 business hours
High
Significant functionality affected, with substantial disruption to learning or teaching
Within 1 business day
Normal
Individual account issues, minor technical problems or general support enquiries
Within 2 business days
Response times are measured during the published support hours and refer to an initial acknowledgement or substantive response, not necessarily a resolution.
Knowness will prioritise incidents according to their severity, impact and urgency.
4. Maintenance and Updates
Knowness regularly maintains and updates its platform to improve security, reliability, performance and educational functionality.
Where reasonably practicable, we will provide advance notice of planned maintenance that may significantly affect service availability.
Maintenance may occasionally be carried out without advance notice where necessary to address urgent security vulnerabilities, technical issues or service stability concerns.
We aim to minimise disruption to schools and users wherever reasonably possible.
5. Incident Management
Knowness monitors its platform and investigates reported technical incidents.
When a significant incident occurs, we will take reasonable steps to identify the cause, restore affected functionality and minimise disruption.
For major incidents, Knowness will provide relevant updates to affected schools where reasonably practicable.
Resolution times may vary depending on the nature of the incident, its complexity and any dependencies on third-party providers.
Security incidents involving personal information will be handled in accordance with our Privacy Policy, Data Processing Agreement and applicable data protection legislation.
6. Responsibilities of Schools and Users
Schools and users are responsible for:
- Maintaining appropriate internet connectivity and compatible devices.
- Protecting their account credentials and preventing unauthorised access.
- Reporting technical problems promptly and providing sufficient information to support investigation.
- Maintaining appropriate account permissions and school integration authorisations.
- Using the Services in accordance with our Terms of Service.
Knowness is not responsible for service interruptions caused by factors outside its reasonable control, including local network failures, incompatible devices or unauthorised modifications to user systems.
7. Service Commitments and Limitations
Knowness will take reasonable steps to meet the availability and support targets outlined in this SLA.
These targets are intended to communicate expected service standards and do not constitute guarantees of uninterrupted availability or fixed resolution times.
This SLA does not provide automatic financial compensation, refunds or service credits where a target is not achieved.
Nothing in this SLA excludes or restricts any statutory rights or contractual remedies that cannot lawfully be excluded or restricted.
Where a separate written agreement establishes different service commitments, those agreed commitments shall take precedence.
8. Changes to This SLA
Knowness may update this SLA to reflect changes in its infrastructure, support arrangements, services or operational requirements.
The latest version will be published on our website with an updated revision date.
Where changes materially affect existing contractual commitments, Knowness will comply with any applicable notice and agreement requirements.
9. Contact Information
Knowness Ltd
Registered Office:
Studio 9, 50–54 St Paul's Square
Birmingham, England
B3 1QS
Operational Address:
The Exchange
3 Centenary Sq
Birmingham
B1 2DR
Email: [email protected]
Website: https://knowness.com
Company Registration Number: 13204257