1. Agreement Overview
This Service Level Agreement ("SLA") forms part of the agreement between Markus Tech Ltd ("Markus") and the Customer.
By issuing a purchase order, accepting an invoice, or using the Markus platform, the Customer agrees to be bound by this SLA and the associated Terms & Conditions.
This SLA defines the service standards, availability targets, and support commitments provided by Markus.
2. Scope of Services
Markus provides a cloud based educational platform supporting:
- Automated marking and feedback
- Assessment delivery and submission
- Progress tracking and analytics
- Teacher review and oversight tools
The service is delivered via secure cloud infrastructure hosted on Google Cloud Platform (EU region).
3. Service Availability
Markus targets:
99.9%
uptime per calendar month
Exclusions
Uptime calculations exclude:
- Scheduled maintenance
- Emergency maintenance
- Force majeure events
- Issues caused by third party infrastructure outside Markus' control
- Customer side connectivity or device issues
Maintenance
- Planned maintenance will be communicated in advance where reasonably possible
- Emergency maintenance may be carried out without prior notice where necessary to protect service integrity or security
4. Support and Incident Management
Support is available:
- Monday to Friday, 9:00am to 5:00pm (UK time)
- Excluding public holidays
Support Priorities
| Priority | Description | Response Time |
|---|
| Critical |
Platform unavailable or major failure affecting all users |
Within 4 working hours |
| High |
Significant issue affecting multiple users or core functionality |
Within 1 working day |
| Standard |
General queries, minor issues, or feature questions |
Within 2 working days |
Additional Notes
- Markus will make reasonable efforts to resolve issues as quickly as possible
- Emergency fixes may be deployed outside standard hours
- Support is provided via email and designated support channels
5. Updates and Improvements
Markus provides ongoing updates and improvements as part of the service, including:
- Performance enhancements
- Feature updates
- Bug fixes
These are delivered without additional charge and with minimal disruption where possible.
6. Data Protection and Security
Roles
Data Controller
The Customer acts as the data controller and is responsible for the lawful basis of processing.
Data Processor
Markus acts as data processor, processing personal data only on the Customer's documented instructions.
All data processing is governed by the Data Processing Agreement (DPA).
Security Measures
Markus applies appropriate technical and organisational measures, including:
- Hosting within EU based cloud infrastructure (Google Cloud Platform)
- Encryption of data in transit and at rest
- Role based access controls
- Federated authentication (Microsoft / Google OAuth)
- Ongoing monitoring of system access and integrity
Markus does not currently use third party analytics, tracking, or external logging providers.
7. Data Handling and Retention
- Markus processes only the data required to deliver the service
- Data is retained in line with contractual agreements with the Customer
Upon termination of the agreement:
- Customer data can be exported upon request
- Data is deleted within 60 days
8. Incident Management and Breach Notification
In the event of a confirmed or suspected personal data breach, Markus will:
- Notify the Customer without undue delay and within 48 hours of becoming aware of the breach
- Provide sufficient information to enable the Customer to meet its regulatory notification obligations, including to the ICO within 72 hours where required
- Take appropriate steps to contain, investigate, and remediate the issue
- Provide further information in phases where it cannot all be provided at the time of initial notification
9. Service Credits
Where uptime falls materially below the stated target, Customers may request service credits.
Credits are:
- Assessed on a case by case basis
- Applied at Markus' reasonable discretion
10. Customer Responsibilities
The Customer is responsible for:
- Ensuring appropriate use of the platform
- Managing user access and permissions
- Maintaining secure authentication practices
- Ensuring adequate internet connectivity and device compatibility
11. Limitations
This SLA reflects service targets, not guaranteed outcomes.
Markus does not guarantee:
- Uninterrupted or error free operation
- Compatibility with all third party systems or devices
12. Term and Alignment with Agreement
This SLA applies for the duration of the Customer's subscription and forms part of the overall agreement alongside:
- Terms & Conditions
- Data Processing Agreement (DPA)
13. Governing Law
This SLA is governed by the laws of England and Wales.