Eduley Security and Service Level Agreement (SLA)

Effective Date: January 20, 2025

1. General Security Architecture

Eduley is hosted on  Amazon Web Services (AWS), ensuring high availability and security.

• North America: Canadian Client instances are hosted in  AWS Canada, while American Client instances are hosted in AWS USA.
• Global Hosting: Clients outside North America may request additional AWS locations for an added fee.
• Access Restrictions: All server access is  IP-restricted for security.
• AWS Security Compliance: Clients can refer to AWS’s official security documentation for the latest details: AWS Security Compliance.

2. Authentication & User Access

• Single Sign on Authentication (SSO): Eduley supports  Auth0 Single Sign on Authentication (free for all users).
• Multiple Logins: Supported.
• Inactivity Timeout: Default is  30 minutes.
• Password Security:
  • Minimum  8-character length
  • No character mix requirement
  • No password aging or history requirements
  • Password resets supported

3. Auditing & Access Controls

• Role-Based Access: Multiple roles and field-level protection for sensitive data (e.g., SIN/SSN).
• Audit Trail: System records the date/time of last updates and access logs.

4. Backup, Restore & Disaster Recovery

• Backup Frequency:
  • Databases:  Daily & weekly backups, encrypted and stored on secondary servers.
  • Documents:  Weekly backups, encrypted and stored securely.
• Data Restoration:
  • Can restore an entire database, a single table, or a specific record.
  • Archiving: Read-only records remain in the primary database or can be exported as needed.
• Disaster Recovery:
  • AWS  automated failover ensures uptime in case of failure.
  • Multi-zone redundancy ensures data is secure and accessible even during outages.
  • AWS Data Center Protections:
    • Geographically distributed availability zones
    • Redundant power grids and backup generators
    • Strict physical security and access controls

5. Data Access & Recovery

• Client Access:
  • No direct server access; data is accessible via the  Eduley UI and API.
  • Clients may request a  full database download at any time.
• Recovery Requests:
  • Data recovery services available upon request for a  fee.

6. Uptime & Monitoring

• 24/7 Monitoring: Eduley is continuously monitored by an independent third-party service.
• Historical Uptime Data: Clients can access real-time statistics via the  Application Status link.
• Average Uptime Since 2010: 99.9%

7. AWS Hosting & Scalability

• Firewall & Network Security:
  • Multi-level security framework with firewall protection
  • AWS-managed  Access Control Lists (ACLs)
  • Redundant ISP connections for reliability
• Data Center Security:
  • AWS data centers employ  biometric security, surveillance, and two-factor authentication.
  • Physical access is  strictly controlled and audited.
• Scalability:
  • AWS Auto Scaling adjusts infrastructure dynamically based on demand.
  • Load balancing ensures optimal performance.

8. Eduley Standard Service Level Agreement (SLA)

Eduley provides tiered SLA support based on issue severity. Support requests are accepted 24/7 via  Email Support Tickets. Business hours:  8 AM – 8 PM MST, Monday to Friday (excluding US & Canadian holidays).

Urgent (Critical Impact)

• Issue: Service is  down, severely impacting business operations.
• Resolution Time: Immediate.
• Escalation: If not resolved within 4 hours.

High (Significant Impact)

• Issue: Product performance is degraded, affecting business operations.
• Resolution Time: Same day resolution.
• Escalation: If not resolved within  12 hours.

Medium (Minor Issues)

• Issue: Non-critical functionality problems.
• Resolution Time: 1-2 business days.
• Escalation: If not resolved within  1 day.

Low (General Support & Inquiries)

• Issue: General information, installation, or configuration queries.
• Resolution Time: 3 business days.
• Escalation: If not resolved within  2 days.

Eduley Inc.
Calgary, AB, Canada T3P 0Z1
 www.eduley.com