Service Level Agreement
Rise Bright is committed to providing a reliable, secure, and high-quality
learning platform. This Service Level Agreement outlines our commitments
to you.
Service availability
Target uptime: 99.5% monthly
Measured via automated health endpoint monitoring, 24/7.
| Metric |
Target |
| Monthly uptime |
99.5% |
| Maximum planned downtime |
4 hours/month |
| Recovery point objective (RPO) |
24 hours (daily backups) |
| Recovery time objective (RTO) |
4 hours |
Maintenance windows
| Type |
Schedule |
Notice |
| Regular maintenance |
Sunday 2:00 to 6:00 AM AEST |
48 hours |
| Emergency maintenance |
As needed |
Best effort |
| Major upgrades |
Saturday evening to Sunday morning |
7 days |
Data protection
| Commitment |
Details |
| Backup frequency |
Daily. Copies sent to off-site storage are encrypted with AES-256 |
| Backup retention |
Up to 90 days, then deleted. Our off-site storage provider can keep a deleted copy in its bin for up to 30 more days |
| Encryption in transit |
TLS 1.2 or 1.3 |
| Encryption at rest |
AES-256 for sensitive fields |
| AI privacy |
Your child's name left out of learning requests or replaced with a placeholder. Roo chats are sent as typed (see our privacy policy, section 4) |
Incident response
| Severity |
Example |
Response time |
Resolution target |
| Critical |
Service completely unavailable |
1 hour |
4 hours |
| High |
AI tutoring or assessments unavailable |
4 hours |
12 hours |
| Medium |
Minor feature degraded |
24 hours |
48 hours |
| Low |
Cosmetic issues |
72 hours |
Next release |
Support
| Channel |
Availability |
Response time |
| Email (support@risebright.com.au) |
Business hours (AEST) |
24 hours |
| In-app help |
24/7 (self-service) |
Immediate |
Exclusions
This SLA does not apply to:
- Scheduled maintenance within published windows
- Force majeure events (natural disasters, etc.)
- Third-party service outages (payment processor, AI provider)
- Issues caused by the customer's equipment or internet connectivity
Effective: January 2026 | Last updated: October 2026 | For institutional SLA enquiries, contact
support@risebright.com.au