Service Level Agreement
These terms of service were last updated on May 8, 2025
This Service Level Agreement (“SLA”) is used by Definable Solutions, Inc. Dba Munetrix (“Munetrix”) and Dba School Data (“School Data”) with its customers as a guide for the Services and Support contained within the Terms of Service, which are available at www.definable.com/terms-of-service. Upon execution of an Order Form (“OF”) Definable Solutions shall adhere to the following SLA in regards to the standard Definable Solutions Products and the uptime of any deployed Definable Solutions Products as may be contemplated in any Statement of Work (“SOW”), exhibit, or addendum to the Terms of Service or an Order Form.
A. Definition of Terms
Customer Success Manager: Definable Solutions representative that will handle a Customer’s Work Request.
Work Request: Any Customer issue that is submitted and tracked by Definable Solutions.
Support Contact Information: Email: support@definable.com
Business Hours: 9:00am to 7:00pm EST Monday through Friday
Response Time: The estimated period of time between communications with Definable Solutions during the investigation of a Work Request. The contact frequency may vary if agreed by both Definable Solutions and the Customer.
Customer Representative: Any representative of the Customer’s organization can submit a Work Request to a Definable Solutions Customer Success Manager to request technical assistance or report a problem.
Software Technical Support and Availability: First Response and Target Resolution
This Agreement provides remote technical assistance via email during normal Business Hours and according to the Severity of the Work Request and within the response time detailed below.
As long as the Customer is current in making the payments required by the Order Form and this Agreement, Definable Solutions will respond to problems reported by a Customer Representative according to the problem severity levels defined below.
Definable Solutions reserves the right to assign or modify the Severity of a given problem if one is not provided by the Customer or if the submitted Severity level does not meet, in Definable Solutions’ sole discretion, the definition as defined below.
The response times described below are only provided to Customers and are applicable to software classified as “Active and Functionally Stable” by Definable Solutions and according to the Severity level of the reported problem.
These guidelines assume that any discovered problem can be reproduced by Definable Solutions. If Definable Solutions cannot reproduce the problem, a fix may not be provided according to these guidelines.
Definable Solutions shall have no liability with regards to any time delay in Definable Solutions’ response to the Customer due to the Customer’s failure to provide all requested information promptly.
The indicated Target Resolution time frames are estimations and represent Definable Solutions’ intent to resolve the issues in a timely manner. The actual resolution time will vary based on the scope and complexity of the problem as described in Product Error Corrections.
Request Management
Customer requests for enhancements, new features, or customizations will be reviewed and verified with the primary district designee to ensure they align with the district’s intended use of the products.
Customer requests for enhancements, new features, or customizations will be reviewed by Definable Solutions to ensure they meet with the intended use and scope of the product intention.
Call Escalation Management
A customer may contact the Customer Success Manager to raise or lower the Severity of a Work Request to reflect changed business or technical impact. Definable Solutions will address any Work Requests that are modified in this way with the level of attention appropriate to the new Severity as defined within this policy document.
Product Error Corrections
Definable Solutions does not warrant that Definable Solutions’ products are error free, although reasonable efforts are made to ensure Definable Solutions products work as designed. Due to the technical complexities of Definable Solutions products and the environments in which the products are used, newly reported and identifiable product errors may take several weeks, or months, to debug, write, test, and integrate a fix. For Critical product errors, Definable Solutions will make reasonable efforts to develop a workaround that can be used until the error has been resolved.
At its discretion, Definable Solutions may make available a software update for newly reported and identifiable product errors of a Critical nature. Where possible, unit testing of the software update is performed prior to release, although such software updates do not undergo full system testing or integration testing. Definable Solutions therefore does not warrant the behavior of any software update made available to the Customer.
Third Party Vendor Support and Exclusion
Technical support from Definable Solutions is not available for problems that arise as a result of the use of Definable Solutions products in conjunction with software from third-party vendors, including the quality, accuracy, or interoperability of data from or with third-party data providers.
Definable Solutions shall have no obligation to provide technical support services if a problem is caused by: (a) misuse of Definable Solutions products, (b) any fault of Customer’s agents or employees, (d) any attempts at modifications to the Definable Solutions product performed by anyone other than personnel of Definable Solutions, (e) casualty, act of God, strikes, riot, war, the unauthorized acts of third parties, (f) failure or interruption of any electrical power, telephone, or communication line or like cause, (g) any other cause external to the Definable Solutions product except ordinary use.
Monthly Uptime
Definable Solutions' goal is to provide a high quality, stable and secure environment for managing critical functions for your school and the sensitive information utilized and derived by our platform and network of applications. At Definable Solutions our goal is to provide 99.9% uptime to the software.
The Customer understands and acknowledges that occasional temporary interruptions of any Internet services may occur as normal events in the provision of Internet services. The Customer further understands and acknowledges that access to the platform is being provided by a third-party hosting provider and under no circumstances will Definable Solutions be held liable for any financial or other damage due to interruptions outside of the control of Definable Solutions.
On rare occasions Definable Solutions may conduct a scheduled pause of services in order to perform system maintenance. Definable Solutions will provide 72-hour notice to customers of any scheduled downtime.