Service Level Agreement

Agreement Overview

This Agreement represents a Service Level Agreement (“SLA”) between ‘Straub Consulting Limited’ herein referred to as “SEBDATA” and Customers for the provisioning of hosting services required to support and sustain the SaaS “CANVAS LMS”.

This Agreement outlines the parameters of all CANVAS LMS SaaS hosting support services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.


Working Day means a period in the day starting from 9am and ending at 5pm

Working hour means an hour within the period from 9am to 5pm in a working day

Working Week means the days from Monday to Friday in any week of the year

SaaS means Software as a Service

CANVAS LMS means the learning management software as a service CANVAS, partner of and hosted by SEBDATA

Customer means the SEBDATA-hosted CANVAS LMS User(s) and the legal entity subscribing to SEBDATA-hosted CANVAS LMS SaaS as outlined in the CANVAS LMS SaaS Agreement by SEBDATA

Primary stakeholders means SEBDATA and the Customer

Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent service support and delivery to the Customer(s) by the Service CANVAS LMS(s).

The objectives of this Agreement are to:

Service Agreement

The following detailed service parameters are the responsibility of SEBDATA in the ongoing support of this Agreement.

Service Scope

The following Services are covered by this Agreement:

Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

SEBDATA Requirements

SEBDATA’s responsibilities and/or requirements in support of this Agreement include:

Service Assumptions

Assumptions related to in-scope services and/or components include:

Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

Service Availability

Coverage parameters specific to the service(s) covered in this agreement are as follows, excluding public holidays:

Service Requests

In support of services outlined in this Agreement, SEBDATA will respond to and resolve service-related incidents and/or requests submitted by the Customer based on the information provided by the Customer. These service-related incidents and/or requests will henceforth be referred to as “ticket(s)”.

Priority of tickets is based on two factors: urgency and impact.

Urgency: how many people will be affected by the problem. Urgency can be high or low.

Impact: to what degree the problem will disrupt business as usual. Impact can be high or low.

Priority Matrix

Urgency and impact having been determined, the following priority matrix is consulted to determine the priority level of the ticket and therefore the corresponding response and resolution time:

  High Urgency Low Urgency
High Impact Priority 1 Priority 2
Low Impact Priority 2 Priority 3

Priority Schedule : The following priority schedule outlines the time frames attached to each priority level:

  Response Target Resolve Target
Priority 1 Within 2 working hours Within 1 working day
Priority 2 Within 8 working hours Within 3 working days
Priority 3 Within 8 working hours Within 4 working days

Service KPI’s

In support of services outlined in this agreement, the Hosting Service CANVAS LMS will adhere to the following Key Performance Indicator (“KPI”) targets:

CANVAS LMS as a hosting service uptime of 99% measured annually

SEBDATA strives to maintain the availability the CANVAS LMS hosting services 24 hours a day. On occasion, CANVAS will need to perform maintenance on their services, and this may require a period of downtime. In such cases, SEBDATA will communicate clearly the parameters of this maintenance at the earliest convenience to CANVAS LMS customers. Where possible, SEBDATA will try to minimize any such downtime.

There will be no compensation due to any downtime, access issues or data loss, the Customers only recourse is to discontinue using our services.

Disaster Recovery

In the unlikely event of a necessary disaster recovery from agreed backups, SEBDATA will perform and make available a system within the following period:

One guaranteed backup per day held for 30 days

While SEBDATA will take standard industry measures to back up all Data stored using the CANVAS LMS Services, and to prevent data loss, SEBDATA only guarantees for one full backup per day which expire, and are therefore no longer available after 30 days from backup date.

Backup requests fulfilled within 5 working days

The Customer may request a copy of any of the Customer’s Data stored in SEBDATA-hosted CANVAS LMS, provided that the Customer pays SEBDATA reasonable costs of providing that copy. On receipt of that request, SEBDATA will provide a copy of the Data in a common electronic form within 5 business days.