Service level agreement
Bodhih Training Solutions Private Limited · Last updatedIn short
On the Enterprise plan Bodhih commits to 99.5% availability of the Bodhih LMS each calendar month, measured every minute, with service credits if we miss it. Support requests get a first response within the times below. Planned maintenance is announced at least 48 hours ahead and kept to night hours in India. Every other plan gets the same engineering and the same targets, without service credits.
What is covered
The Bodhih LMS as a whole: the learner and administrator web application at www.bodhih.org and any company domain pointed at it, the Bodhih API (including the public REST API, webhooks and the xAPI Learning Record Store) and the LTI 1.3 tool endpoints.
The commitment in this page applies to customers on the Enterprise plan whose order form refers to it. Launch, Growth and Scale plans are run on the same infrastructure to the same targets, without service credits.
Availability commitment
Monthly availability is the percentage of minutes in a calendar month in which the service is available. A minute counts as unavailable when our monitoring finds that the application or the API cannot be reached or returns server errors for most requests during that minute.
Target: 99.5% each calendar month for Enterprise. That allows about 3 hours 39 minutes of unplanned downtime in a 30-day month.
Service credits
If monthly availability falls below the commitment, the Enterprise customer receives a credit against the next invoice, as a share of that month’s subscription fee:
| Monthly availability | Service credit |
|---|---|
| 99.0% to below 99.5% | 5% |
| 97.0% to below 99.0% | 10% |
| Below 97.0% | 25% |
How to claim a credit
Write to solutions@bodhih.com within 30 days of the end of the affected month, naming the dates and times. We confirm the figure from our monitoring records and apply the credit to the next invoice. Credits are the sole remedy for missing the availability commitment, cannot exceed 25% of a month’s fee and are not paid out in cash.
What is not counted as downtime
- Planned maintenance announced at least 48 hours ahead on the status page and by email to company administrators, between 22:00 and 06:00 India time, up to 4 hours a month.
- Emergency security fixes, kept as short as possible and explained afterwards.
- Problems caused by the customer’s own systems, network, identity provider, LMS or content (for example a SCORM package that fails on its own).
- Outages of the public internet or a provider outside our control that affect many services at once, and events beyond reasonable control.
- Features labelled beta, preview or coming soon, and suspension of an account under the terms of use.
Support response times
Write to solutions@bodhih.com or use the chat on bodhih.org. Business hours are 09:30 to 18:30 India time, Monday to Saturday, except Indian national holidays.
| Priority | Example | First response (Enterprise) | First response (other plans) |
|---|---|---|---|
| P1 Critical | Nobody in the company can sign in or start learning | 2 hours, any day | 4 business hours |
| P2 High | An important feature is broken with no workaround | 8 business hours | 1 business day |
| P3 Normal | A feature is broken but there is a workaround | 1 business day | 2 business days |
| P4 Question | How-to questions and requests | 2 business days | 3 business days |
Backups and recovery
The database is backed up at least daily and backups are kept for at least 7 days. Uploaded files are stored in durable object storage. Recovery targets: a recovery point of 24 hours at worst and a recovery time of 8 hours for a full restore.
Customers can take their own copies at any time: people, enrolments, completions and certificates through the API, and every xAPI statement as a file from Settings → Integrations.
Status and incident communication
Live status is at www.bodhih.org/status. For any incident that affects a customer for more than 30 minutes, company administrators receive an email when it starts and when it ends, and Enterprise customers receive a written summary of cause and fix within 5 business days.