EduNomicon Service Level Agreement

Effective date: 18 May 2026
Last updated: 18 May 2026
Version: 1.0
Applies to: Australian EduNomicon customers, unless replaced by a separate written agreement

1. Purpose

1.1 This Support and Service Level Agreement sets out EduNomicon’s standard support arrangements, priority levels, target response times, support scope and service limitations.

1.2 This SLA is intended to provide clear and realistic expectations for customers while recognising EduNomicon’s current size, operating model, support capacity and service scope.

1.3 This SLA applies unless a separate written agreement with the customer provides different service levels or support commitments.

2. Support Hours

2.1 Standard support hours are:

Monday to Friday, 8:00 am to 4:00 pm Melbourne time, excluding Victorian public holidays and any notified closure periods.

2.2 Support outside standard support hours is not included unless expressly agreed in writing.

2.3 EduNomicon may respond outside support hours at its discretion, particularly for urgent security, privacy or critical platform availability issues, but this does not create an ongoing obligation to provide after-hours support.

3. Support Channels

3.1 Support requests should be submitted through the support channel nominated by EduNomicon.

3.2 Standard support contact:

support@educode.com.au

3.3 Security or privacy incidents should be sent to:

security@educode.com.au

privacy@educode.com.au

3.4 Customers should include sufficient information for EduNomicon to investigate the issue, including:

(a) organisation name;

(b) user affected;

(c) date and time of issue;

(d) affected page, model, dataset, report or function;

(e) screenshots or error messages;

(f) steps taken before the issue occurred;

(g) whether the issue affects one user, multiple users or all users;

(h) business impact; and

(i) urgency.

4. Priority Levels

4.1 EduNomicon will assign a priority level after reviewing the information provided by the customer.

4.2 Priority levels may be changed if new information becomes available, impact changes, a workaround is identified, or the issue is found to have a different cause.

4.3 Priority levels are defined as follows:

Priority 1: Critical Service Interruption

A critical issue that prevents all or substantially all authorised users from accessing EduNomicon, or prevents use of a critical platform function, with no reasonable workaround.

Examples may include:

(a) all users cannot access EduNomicon;

(b) authentication failure affecting all users;

(c) critical tenant access failure;

(d) suspected cross-tenant data exposure;

(e) confirmed or suspected security incident affecting customer data;

(f) major platform outage;

(g) critical model/report access failure during an agreed critical operational period.

Priority 2: Major Degradation

A major issue that significantly degrades use of EduNomicon or prevents an important function from operating for one or more users, but where some workaround or partial service remains available.

Examples may include:

(a) a core analytics function is unavailable;

(b) model training, loading or prediction fails for an affected customer;

(c) reports or exports fail for an affected customer;

(d) material performance degradation affecting normal use;

(e) repeated upload failures with no clear customer-side cause;

(f) a non-critical security issue requiring prompt review.

Priority 3: Standard Issue

A non-critical issue affecting normal use where a workaround exists or the impact is limited.

Examples may include:

(a) display or formatting errors;

(b) non-critical report issue;

(c) issue affecting one user only;

(d) configuration question;

(e) intermittent error that does not prevent continued use;

(f) data upload issue caused by formatting, schema or data quality requiring review.

Priority 4: General Request

A general support, administration, guidance, change, enhancement or training request.

Examples may include:

(a) user access changes;

(b) general “how do I” questions;

(c) training requests;

(d) feature requests;

(e) non-urgent report changes;

(f) configuration requests;

(g) product feedback;

(h) consulting, data preparation or custom analytics requests.

5. Target Response Times

5.1 EduNomicon will use reasonable efforts to respond to support requests within the target response times below.

5.2 Target response times begin when the support request is received through the nominated support channel with sufficient information to assess the issue.

5.3 Target response time means the target time for EduNomicon to acknowledge, triage or begin investigating the request. It does not guarantee resolution within that period.

Priority 1: Critical Service Interruption

Target response: 4 business hours

Target update frequency: Daily during support hours, where the issue remains open and materially unresolved

Priority 2: Major Degradation

Target response: 1 business day

Target update frequency: Every 2 business days during support hours, where the issue remains open and materially unresolved

Priority 3: Standard Issue

Target response: 3 business days

Target update frequency: As reasonably required

Priority 4: General Request

Target response: 5 business days

Target update frequency: As reasonably required

6. Resolution Targets

6.1 EduNomicon will use reasonable efforts to resolve, mitigate or provide a workaround for support issues as soon as reasonably practicable.

6.2 Resolution time will depend on the nature of the issue, available information, customer cooperation, third-party dependencies, data complexity, infrastructure status, security considerations and whether custom development or configuration is required.

6.3 EduNomicon does not guarantee resolution within a fixed period unless expressly agreed in writing.

6.4 Where a complete resolution is not immediately available, EduNomicon may provide a workaround, mitigation, configuration change, manual process, temporary restriction, staged fix or planned release.

6.5 Some issues may be closed where EduNomicon reasonably determines that:

(a) the issue is caused by customer data quality, unsupported file structure, customer-side configuration, unsupported browser or customer infrastructure;

(b) the requested change is outside the agreed service scope;

(c) the issue requires paid consulting, configuration or custom development;

(d) a reasonable workaround has been provided;

(e) the issue cannot be reproduced after reasonable investigation;

(f) the customer has not provided information reasonably required to investigate; or

(g) no further action is reasonably required.

7. Platform Availability

7.1 EduNomicon will take reasonable steps to make the platform available during ordinary use.

7.2 EduNomicon does not guarantee uninterrupted availability, continuous uptime, error-free operation or defect-free performance.

7.3 Availability may be affected by:

(a) scheduled or unscheduled maintenance;

(b) cloud provider issues;

(c) internet or network outages;

(d) customer device, browser, network or identity provider issues;

(e) third-party service disruption;

(f) security incidents;

(g) excessive load or unusual processing demands;

(h) customer-side data issues;

(i) force majeure events; or

(j) circumstances outside EduNomicon’s reasonable control.

7.4 EduNomicon may perform maintenance, security updates, patches, infrastructure changes, feature changes or operational changes where reasonably necessary.

7.5 Where reasonable and practicable, EduNomicon will provide advance notice of planned material maintenance affecting customer access.

7.6 Urgent maintenance, security remediation or incident response may occur without prior notice.

8. Exclusions from Standard Support

8.1 Standard support does not include, unless expressly agreed in writing:

(a) data cleansing;

(b) data extraction from customer systems;

(c) customer reporting design;

(d) custom analytics consulting;

(e) custom model development;

(f) Power BI, SQL Server, or other third-party system administration;

(g) customer network, device, browser or identity provider troubleshooting;

(h) legal, privacy, clinical, wellbeing, counseling, safeguarding or financial advice;

(i) interpretation of school decisions;

(j) on-site support;

(k) emergency after-hours support;

(l) custom feature development;

(m) bespoke integrations;

(n) training beyond agreed onboarding; or

(o) support for unauthorized, unsupported or prohibited use of EduNomicon.

8.2 EduNomicon may offer some excluded services as paid consulting or under a separate written agreement.

9. Customer Responsibilities

9.1 The customer is responsible for:

(a) maintaining internet access, devices, browsers and internal systems needed to use EduNomicon;

(b) managing authorized users and access permissions;

(c) providing accurate information when requesting support;

(d) ensuring uploaded data is appropriate, lawful, authorized and correctly formatted;

(e) testing customer-side files, exports and reports before relying on them;

(f) ensuring users are trained in responsible use;

(g) promptly reporting suspected privacy, security or availability issues;

(h) cooperating with investigation and remediation; and

(i) maintaining its own copies of reports, exports and records required for operational, legal, governance or archival purposes.

9.2 Delays caused by missing information, unavailable customer contacts, customer-side systems, unsupported data formats or customer approval processes may affect response and resolution times.

10. Security and Privacy Incidents

10.1 Suspected security or privacy incidents will be prioritized based on risk, not merely ordinary support priority.

10.2 EduNomicon may take immediate action to restrict accounts, suspend access, disable features, quarantine uploads, revoke sessions, rotate credentials or preserve logs where reasonably necessary to protect privacy, security, student safety or platform integrity.

10.3 Security and privacy incidents may also be handled under EduNomicon’s Notifiable Data Breach Response Policy, Privacy Policy, Terms of Service and applicable customer agreement.

11. Changes to this SLA

11.1 EduNomicon may update this SLA from time to time to reflect changes in product scope, operating model, support capacity, customer needs, legal requirements or service arrangements.

11.2 Where material changes are made, EduNomicon will take reasonable steps to notify affected customers.

11.3 A separate written agreement may override this SLA to the extent of any inconsistency.