Service Level Agreement

Professional Service Guarantee

Your job every day is to help students achieve their greatest potential, therefore, it is crucial that Pharos 360 is up and running when your team needs it. We know how annoying it can be when your services don’t work as expected, which is why we are proud to provide you with a guaranteed minimum of 99.8% service availability. We also promise to provide quick responses to your support questions, features that work as advertised, quality service delivery, and a clear view of what is coming down our production pipeline. In the past we have achieved over 99.95% availability for our clients and you can be confident that your student data is protected, and that your system will remain up and running, even in the event of a disaster. Finally, if your organization decides to discontinue service, we will work with your IT department to extract and securely return your data.

Outstanding Availability

Our commitment is to provide Pharos 360 to your campus in the most reliable fashion possible. To meet this commitment, we provide you with the following:

• Guaranteed 99.8% System Availability Commitment*
• Downtime Refund If we ever fail to maintain our system availability commitment in any given month, Pharos Resources will credit 10% of your institution’s average monthly license fee for each percentage point below our target, up to a total of 50%.

*The 99.8% System Availability Commitment excludes scheduled downtime for system maintenance and any Internet anomalies outside of the control of Pharos Resources. The Internet is made up of hundreds of thousands of machines that can and will experience outages occasionally. These events are outside of the control of Pharos Resources and are not covered by the 99.8% System Availability Commitment.

Disaster Recovery

Pharos systems are backed up to multiple, isolated data centers in separate Amazon availability zones for disaster recovery purposes. In the unlikely event that a disaster destroys the data center housing your data:

• Your application will be available within 24 hours at a different data center
• No more than 24 hours of data will be lost

Pharos Resources proactively monitors our system availability using multiple servers across the world. The results from these monitoring systems shall provide for the sole and exclusive determination of system availability.

Any Downtime Refund Credits accrued by your institution during the course of services rendered will be credited towards your next annual license fee. In order to qualify for Downtime Refund Credits, you must be current on all payment obligations and not be in violation of any of the previously agreed upon policies and procedures of Pharos Resources.

Immediate Notification

Knowing what is on the horizon is critical. Pharos Resources will notify you promptly with information regarding:

• Changes to system availability
• Delayed or expedited product features
• Changes in product development roadmap

Rapid Response

At Pharos Resources, we strive to always provide excellent customer service. When you submit a support request, we will provide:

• Acknowledgement of your request within 2 hours if it is submitted during normal business hours, or 12 hours if outside of normal business hours
• Resolution or update within 24 hours of your request
• Ongoing updates as necessary

Service Quality

Our goal is to provide you with the highest quality of service. If your institution has an issue or concern regarding your Pharos 360 system, we will provide the following:

• A clear explanation of how the issue will be prioritized
• An estimated timeline for a resolution
• Additional training / consulting to ensure smooth integration and clear feature usage

Community Excellence

We will communicate with your team regularly to ensure that you are familiar with our latest product development plans, new features, and scheduled maintenance. In addition, you can easily sign up to receive our monthly newsletter with information regarding Pharos Resources, and our endeavors to build a community for student success.

Customer Satisfaction

Our goal is to deliver 100% customer satisfaction in our products and services. We take pride in building lasting partnerships, listening to our customer’s ideas for product enhancements and providing outstanding support. If you ever have any questions, comments or concerns about Pharos 360 or Pharos Resources, we would love to hear from you Monday through Friday, 8 a.m. to 5 p.m. Central Standard Time.