Service Level Agreement

Service

The Xamina web application and its API, excluding anything you host or any third-party system you connect to it.

Available

The Service responds successfully to a health check from our external monitoring, from at least two locations, within the response threshold below.

Downtime

Any full minute in which the Service is not Available, excluding Excluded Events. Measured in whole minutes across the calendar month.

Monthly Uptime

(total minutes in the month − Downtime) ÷ total minutes in the month, expressed as a percentage.

Excluded Event

Anything listed in section 4, which does not count as Downtime.

We commit to a Monthly Uptime of at least 99.5% for the production Service.

For context, at 99.9% the allowance is roughly 43 minutes of Downtime in a 30-day month; at 99.5% it is about 3 hours 39 minutes. Pick the figure you can actually hold on your current architecture — an SLA you breach every quarter costs more in credits and credibility than a lower number you always meet.

Response threshold: a health check that does not answer within 10 seconds is treated as a failure.

• By our external monitoring, which checks from at least two independent locations. A failure is only counted when more than one location agrees, so a single monitoring node’s own network problem is not recorded as our outage.
• In whole minutes, over a calendar month, in UTC.
• Against the production environment only. Staging, sandbox and preview environments carry no commitment.

We will provide the underlying measurements on request when you raise a credit claim. If your own monitoring disagrees with ours, send us what you recorded and we will reconcile it rather than simply asserting our figure.

The following are Excluded Events:

• Planned maintenance announced at least 5 working days in advance, inside a published window. We aim to avoid windows that overlap a sitting you have booked.
• Emergency maintenance to address a security vulnerability, announced as early as is safely possible.
• Failure of something outside our control: your network, your device, your identity provider, a candidate’s webcam or internet connection.
• Failure of a third-party service we depend on, where the failure is theirs and not our configuration of it.
• Suspension for non-payment, or for breach of the Acceptable Use Policy.
• Your own misconfiguration, or use of the API outside published rate limits.
• Force majeure.

Note the honest limit: supervision depends on a candidate’s own camera and connection. We commit to the availability of our Service, not to the quality of somebody’s home broadband.

Response means a human has picked it up and replied, not that it is resolved. Support hours are 09:00–17:00 UK time, Monday to Friday, except for P1.

A sitting in progress is always P1. An exam window does not wait for office hours, and treating it as a normal ticket is how a cohort loses a paper.

If we miss the commitment in a calendar month, you may claim a credit against the monthly fee for the affected service:

• Claim within 30 days of the end of the affected month, to info@xamina.io, with the dates and times you observed.
• Credits are applied against future fees. They are not paid in cash.
• Total credits in any month are capped at 100% of that month’s fee.
• Service credits are your sole remedy for missed availability, except where the Master Services Agreement gives you a right to terminate for persistent failure.

Persistent failure. If we miss the commitment in three consecutive months, you may terminate for cause without penalty and receive a pro-rata refund of prepaid fees.

• Backup frequency: daily, with point-in-time recovery.
• Recovery Point Objective: 24 hours — the most data we would expect to lose.
• Recovery Time Objective: 8 hours — how long restoring service should take.
• Restores are tested quarterly. An untested backup is not a backup.