Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") is made and entered into by and between Internet Learning Solutions (Pty) Ltd ("Provider") and the undersigned entrepreneur ("Licensee") who has subscribed to the tutorMAGIX platform.

2. Service Description

Provider agrees to provide Licensee with access to the tutorMAGIX platform, including:

• Access to the Moodle-based learning management system
• Daily math practice questions and video solutions
• Student progress tracking and reporting
• Technical support as outlined in Section 5
• License to use the tutorMAGIX brand and marketing materials

3. License Terms

3.1 Grant of License

Provider grants Licensee a non-exclusive, non-transferable license to use the tutorMAGIX platform for the purpose of providing math tutoring services to students.

3.2 Fees and Payment

• License fee: R99 per active student per month
• Billing occurs monthly in advance
• Payment is due within 7 days of invoice date
• Late payments may result in suspension of services

4. Service Availability

4.1 Uptime Commitment

Provider will use commercially reasonable efforts to ensure the tutorMAGIX platform is available 99% of the time, excluding scheduled maintenance windows.

4.2 Scheduled Maintenance

Provider will provide at least 24 hours' notice for scheduled maintenance that may result in service disruption. Maintenance will typically occur during off-peak hours (10:00 PM - 4:00 AM SAST).

5. Support Services

5.1 Technical Support

Provider will provide technical support during business hours (Monday - Friday, 8:00 AM - 5:00 PM SAST) through the following channels:

• Email: support@internetlearningsolutions.co.za
• WhatsApp: +27 62 146 0423
• Helpdesk ticketing system (available through the platform)

5.2 Response Times

• Critical Issues (System Down): Response within 4 business hours
• High Priority (Major Functionality Impact): Response within 8 business hours
• Medium Priority (Minor Functionality Impact): Response within 24 business hours
• Low Priority (General Inquiries): Response within 48 business hours

6. Data Security and Privacy

6.1 Data Protection

Provider will implement appropriate technical and organizational measures to protect student and Licensee data in accordance with applicable data protection laws.

6.2 Data Ownership

Licensee retains all rights to student data collected through their use of the platform. Provider will only process such data as necessary to provide the services.

7. Licensee Responsibilities

Licensee agrees to:

• Maintain the confidentiality of login credentials
• Use the platform in compliance with all applicable laws and regulations
• Obtain necessary parental/guardian consent for student data collection where required
• Not engage in any activity that disrupts or interferes with the platform

8. Term and Termination

8.1 Term

This agreement begins on the Effective Date and continues month-to-month until terminated by either party with 30 days' written notice.

8.2 Termination for Cause

Either party may terminate this agreement immediately for material breach that remains uncured for 14 days after written notice.

9. Limitation of Liability

In no event shall Provider's total liability to Licensee exceed the total fees paid by Licensee in the 3 months preceding the event giving rise to the claim.

10. General Provisions

10.1 Governing Law

This agreement shall be governed by and construed in accordance with the laws of South Africa.

10.2 Entire Agreement

This SLA constitutes the entire agreement between the parties regarding the subject matter hereof.