Our measurable commitment to availability, support, and recovery. Applies to all contracted plans. You can see real-time service health on the Status page.
| Metric | Commitment | Detail |
|---|---|---|
| Monthly uptime | 99.5% | max ~3.6 h downtime/month |
| Scheduled maintenance | Sun 2–4 AM PET | notified 24 h in advance |
| Monitoring | every 5 min | automated availability checks |
| RPO | 24 h | recovery point (max data loss) |
| RTO | 4 h | recovery time objective |
| Severity | Description | Response | Target resolution |
|---|---|---|---|
| 🔴 Critical | System down, login impossible, data loss | 2 hours | 8 hours |
| 🟠 High | Core feature down (grades, attendance) | 8 hours | 24 hours |
| 🟡 Normal | Non-critical bug, visual fix, technical question | 24 hours | 5 days |
| 🟢 Low | Suggestion, feature request, general question | 48 hours | Backlog |
Channels: in-app widget (24/7 logging), WhatsApp and support email, attended Mon–Fri 8:00–18:00 PET.
Daily automatic backups (3:00 AM PET) of every database, with historical retention. Encrypted connections (HTTPS/TLS 1.2+), prepared statements in 100% of queries, CSRF on forms, bcrypt auth with optional 2FA, and compliance with Law No. 29733. Full detail in the Trust Center.
If monthly uptime falls below 99.5% for reasons attributable to Campus, credits apply to the following month's invoice:
| Monthly uptime | Credit |
|---|---|
| 99.0% – 99.5% | 5% of the month |
| 95.0% – 99.0% | 10% of the month |
| < 95.0% | 25% of the month |
Exclusions: announced scheduled maintenance, force majeure, third-party service failures (AI providers), unauthorized client modifications, and trial/demo accounts.