Legal · Jukuna Learning Platform
Service Level Agreement
Effective date: 2026-06-01 · Version 1.0
1. Service Availability
Jukuna commits to a 99.5% monthly uptime for the platform, measured as calendar-month availability excluding the scheduled maintenance windows and excluded events listed below. Uptime is tracked via Vercel infrastructure monitoring.
2. Exclusions
The following are not counted against uptime:
- Scheduled maintenance announced at least 48 hours in advance via email to the school's admin contact.
- Outages caused by third-party infrastructure providers (Supabase, Google Gemini API, Vercel) where the root cause is outside Jukuna's direct control.
- Force majeure events: natural disasters, acts of government, widespread internet disruptions.
- Issues caused by the school's own network, firewall, or device configuration.
- Student-side browser or device failures.
3. Remedy
If monthly uptime falls below 99.5% due to causes attributable to Jukuna, the school will receive a prorated service credit applied to the following month's invoice. Credits are calculated as: (downtime minutes ÷ total minutes in month) × monthly fee. Credits are not exchangeable for cash and cannot exceed one month's subscription fee.
4. Support Response Times
| Issue type | First response | Target resolution |
|---|---|---|
| Critical (platform down for all users) | 4 hours | 24 hours |
| High (major feature broken) | 1 business day | 3 business days |
| Normal (bug, question, request) | 1 business day | 5 business days |
Business hours: Mon–Fri 09:00–18:00 JST. Support channel: admin@jukuna.com
5. Data Backup
Supabase performs automated daily database backups with 7-day retention. In the event of data loss due to a Jukuna-side error, Jukuna will restore from the most recent backup within 24 hours and notify the school's admin contact.
6. Contact
To report an issue or claim a service credit, email admin@jukuna.com with subject line "SLA Claim — [School Name] — [Date]". Include a description of the outage, timestamps, and any screenshots.
サービスレベル合意（概要・日本語）
- 月間稼働率 99.5% を保証（計画メンテナンス・第三者障害を除く）
- SLA 未達の場合、翌月請求より按分クレジットを付与
- 重大障害：4時間以内に初期対応、24時間以内に解決目標
- サポート受付：admin@jukuna.com（JST 平日 9:00–18:00）