Service Level Agreement (SLA)

Last updated: April, 2025

At Hive Analytics Academy, we are committed to providing reliable access and responsive support to all learners.

1. Platform Availability

  • We target 99.5% uptime on all platforms (Canvas, Circle, Notion, Framer).

  • Maintenance and updates will be communicated at least 24 hours in advance.

2. Course Delivery

  • On-demand content is available on working days only.

  • Live sessions are delivered on scheduled dates with calendar invites.

  • Session recordings are uploaded within 48 hours of the live session.

3. Support Commitments

  • General inquiries: responded to within 7 business days.

  • Technical issues: initial response within 14 business day.

  • Escalated issues: handled via grow@hiveanalytics.com

4. Feedback Timeline

  • Instructor or TA feedback on assignments: within 3–5 business days.

  • Questions in Circle or course comments: addressed within 3–5 business days.

5. Subscription Experience

When launched, subscription users will receive:

  • Continuous access to all subscribed content.

  • Access to new releases during subscription.

  • Transparent updates and billing communication.

6. Data Security

  • We store data using encrypted services (e.g., AWS, Google Cloud).

  • Payment data is handled by secure third parties; we do not store full card details.

7. SLA Limitations

We are not liable for disruptions caused by:

  • Force majeure or natural disasters

  • Outages from third-party platforms

  • Your own internet or device issues

8. Changes to SLA

This SLA may evolve as we scale. Any updates will be communicated in advance.