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The SLA · Service Level Agreement

Our promises.

No "we'll be back soon." No 4-hour maintenance windows. Here's what we actually promise.

This platform was built so it doesn't go down for upgrades. There is no server-side application to take offline. Your kid's work loads even if our team is asleep. When something does break, we hear about it from you, fix it within 24 hours, and tell you it's fixed in plain English.
What we commit to

Four promises

  1. Critical Can't access content? Fixed within 24 hours. We treat any "I can't reach my kid's work" as critical.
  2. Bug A specific thing is broken? Fixed within 7 days.
  3. Feature request Added to the public log. Built by quarter when accepted.
  4. Every report Gets a human reply within 48 hours. No auto-responder. No ticket numbers. A real person you can write back to.
Why we can keep these promises

The architecture, in plain English

Most kid platforms have a complicated server-side application. When they push an update, the application has to be taken offline. That's why parents see "scheduled maintenance" notices and 4-hour shutdowns.

This platform is static. Every page is a file. Every interaction your kid has happens on their device, in their browser. When we improve a page, we replace one file. The rest of the platform doesn't even notice.

That means we can't promise zero bugs. We can promise that bugs don't take the whole site down. And when you tell us about one, we fix it — without taking anything offline.