Service Level Agreement (SLA)
Our Service Level Agreement defines the standards you can expect from Faria’s technology operations and support teams. We are committed to delivering reliable, secure, and high-performing services that support your school’s daily operations.
Our Commitments
| Service | Commitment | Details |
|---|---|---|
| System Uptime | 99.8% | Our systems are monitored 24/7 with proactive maintenance and redundancy to ensure maximum availability. |
| Support Response | Within 24 hours | All support requests receive an initial response within one business day, with faster responses under higher plans. |
| Data Protection | Daily Backups | All customer data is securely backed up daily and stored locally within compliant data centres. |
| Security | SSL Encryption | All subdomains use industry-standard SSL encryption to protect user information and prevent unauthorised access. |
System Reliability
| Category | Details |
|---|---|
| Planned Maintenance | Routine system maintenance is scheduled outside of peak school hours to minimize disruption. Customers are notified at least 48 hours in advance of any planned downtime. |
| Emergency Maintenance | In rare circumstances, we may perform emergency maintenance to address critical issues. Notifications are sent as soon as possible through status.faria.org and email alerts. |
| System Availability |
Faria guarantees 99.8% uptime across its
services, excluding scheduled maintenance windows.
Note: Our systems consistently achieve
99.9%+ annual uptime performance, exceeding
our guaranteed SLA target.
|
Annual Performance
Our uptime performance consistently exceeds industry standards.
Measured across all Faria platforms globally, monitored 24/7.
Data Privacy & Compliance
We take data privacy seriously and comply with global data protection regulations. Access to customer data is restricted to authorised personnel only, and all information is handled in line with our Privacy Policy.
- GDPR Compliant processes across all platforms
- ISO27001-aligned data management and storage
- Daily integrity checks and audit trails for secure data access
Terms of Service & SLA
For full details, please refer to our Terms of Service. Full SLA details and product-specific information can be found here.
Summary: Faria’s Service Level Agreement guarantees high uptime, fast response, and strong data security. With global monitoring, encrypted systems, and daily backups, we ensure schools experience reliability and peace of mind every day.