Service Level Agreement.
Production uptime targets, a four-severity incident matrix, response and resolution targets, business-hours definitions, and the service-credit schedule that automates the customer's remedy where commitments are missed. Severity 1 paths via phone for paid pilots; all other severities through in-product and form intake. Reviewed quarterly against the published Status page.
The full draft is shared at Due Diligence under non-disclosure with parties evaluating UniRubric for institutional contract. Submit a short request and a member of the team will be in touch within one business day.
UniRubric operates a documented set of contracts, schedules, registers, and policies. Drafts are continually maintained and updated against the Privacy Act 1988 (Cth), the Higher Education Standards Framework 2021, and the Australian Cyber Security Centre’s Essential Eight. All documents are subject to in-house counsel review by the contracting institution.