Service Level Agreement (SLA)

Last updated: 2026-06-12. Version 1.1.

This document describes Skolkoll's service-level commitments to paying customers when expressly attached to an agreement. It may be attached to the Municipal Licence agreement and referenced in procurement documentation. For consumer users of the free portion of skolkoll.se, no guarantees apply beyond what follows from applicable law.

1. Uptime targets

Uptime targets per service
Service	Target (monthly mean)	Measurement
Public pages (skolkoll.se)	99.9%	External uptime probes against canonical pages (home, a municipality page, a school page) every 60 seconds.
Customer portal (account, billing, watchers)	99.9%	External uptime probes against the signed-in portal every 60 seconds.
Pro API (data export, benchmark, watchers)	99.9%	External uptime probes against the health endpoint every 60 seconds.
Data synchronisation (Skolverket, SCB, Kolada, etc.)	At least one attempt per 24 hours; data updated within 48 h of public release	Scheduled function logging + alerting (continuous monitoring).

1.1 What counts as "down"?

A service is considered down when:

HTTP responses are 5xx for more than 60 consecutive seconds, or
Total response time p95 exceeds 10 seconds for more than 60 consecutive seconds, or
Sign-in or payment flow does not function end-to-end.

1.2 Exclusions from uptime measurement

The following do not count as downtime:

Planned maintenance within a communicated window (see section 4).
Force majeure: large-scale outages at Google Cloud / Stripe outside our control affecting all customers simultaneously.
Faults caused by customer configuration (incorrect API key, customer-side IP range unavailable).

2. Support hours and response times

All support is via email: support@skolkoll.se. Phone support is not currently provided.

Response time to first reply (initial response)
Severity	Description	Pro / Data (single-org)	Municipal Licence
P0 — Critical	Service unavailable for multiple users; data sync entirely failed; security incident.	8 hours (weekday 9-17 CET)	4 hours (weekday 9-17 CET)
P1 — High	Function partially down; significant performance issues; data delay over 48 h.	1 working day	1 working day
P2 — Medium	Minor issues that do not block usage; UI glitches; data quality questions.	3 working days	2 working days
P3 — Low	Improvement request or information question.	5 working days	5 working days

Working day is defined as Monday-Friday 09:00-17:00 Swedish time, excluding Swedish public holidays. P0 cases are however handled outside business hours when possible — we make reasonable efforts to respond as soon as we are reachable.

3. Escalation path

If a P0/P1 case has not been answered within the committed response time, or if the resolution is unsatisfactory, escalate as follows:

Step 1 — Reply on the same case. State that this is an escalation and the current P-grade. Markus normally replies the same day.
Step 2 — Direct to the operations owner. Send email to support@skolkoll.se with subject line starting [ESCALATION P0] or [ESCALATION P1]. This bypasses normal triage.
Step 3 — Contract breach. If the commitment cannot be fulfilled, refer to the Municipal Licence agreement's termination clause with 30-day notice. For severe SLA breach — monthly mean below 95% — the exception in section 5 below applies and grants immediate termination rights. Credits per section 5 apply regardless of termination.

4. Maintenance window

Planned maintenance is performed in the following standard windows:

Sundays 02:00-04:00 Swedish time for planned code deploys, database migrations, and configuration changes.
Third Sunday of the month 02:00-06:00 reserved for heavier infrastructure work (Firebase upgrades, schema migrations).

Emergency maintenance (security patches, runaway incidents) may be performed at any time without prior notice. Information about emergency maintenance is published retroactively at /en/status/.

For Municipal Licence customers, email is sent to organisation administrators at least 7 days before planned maintenance expected to last more than 30 minutes.

5. Credit policy on SLA breach

The credit policy applies only to agreements where this SLA is expressly included as an annex. If the uptime target in a calendar month is not met, the customer may request a credit on the following month's invoice according to the table below:

Credit per uptime shortfall
Actual uptime (monthly mean)	Credit on monthly fee
≥ 99.9%	0% (target met)
99.0% — 99.9%	10%
95.0% — 99.0%	25%
< 95.0%	50% + right to terminate the agreement with immediate effect (exception to the 30-day rule in section 3 step 3 — severe SLA breach justifies immediate termination)

The credit is calculated on the monthly fee actually invoiced for the affected service. The credit cannot exceed the invoiced monthly amount and cannot be converted to a cash payment. The credit is deducted from the next invoice once the customer requests it in writing via support@skolkoll.se within 30 days from the end of the affected month.

6. Measurement and reporting

Skolkoll measures uptime via external uptime probes (independent provider outside the Google Cloud stack). Current service status, incidents, and maintenance notices are published at /en/status/. Historical uptime summaries may be published once automated reporting is in place; until then, reporting on request is the contract-governed delivery.

Municipal Licence customers with an agreed SLA annex can request a signed uptime report by email for a specific month — provided at no extra cost and delivered within 5 working days.

7. Validity and amendments

This SLA is version 1.1 dated 2026-06-12. Once this SLA is attached to an active agreement, amendments are communicated to Municipal Licence administrators at least 30 days in advance via email. Amendments that worsen the commitment give the customer the right to terminate the agreement with 30-day notice at no cost.