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Updated time: 21 May 2025 

This Service Level Agreement (“SLA”) for ClassSwift provides supplementary information about availability, maintenance and response and recovery times for ClassSwift Software as a Service (“SaaS”) provided by ViewSonic. The terms of this SLA, are a part of and shall be subject to the End User License Agreement (“EULA”) and the Terms of Service (“TOS”) which you have been provided, have read, have reviewed and have agreed to at the time you first install or first use the SaaS. Please read this SLA carefully - If you have questions or comments about this agreement, please contact your account manager or ClassSwift Support. 

1. Subject Matter of the SLA 

This SLA shall apply to the ClassSwift SaaS provided by ViewSonic. ViewSonic shall provide a highly secure and available network to the level contractually agreed (“Service”) to supply its customers with the Service. ViewSonic makes every possible endeavor to provide customers with constant access to the Service. This SLA also contains the provisions on the rights and remedies for the customer if they experience a service interruption as a result of a failure of the Service. 

2. Definitions 

For the purposes of this SLA, the terms below in bold are defined as follows: 

“Available” or “Availability” means when the customer has unrestricted access to the SaaS provided by ViewSonic, subject to the exclusions defined under “Downtime” below. 

“ClassSwift” means the application and network within ViewSonic’s sphere of control. 

“Business Days” means Monday to Friday excluding US public holidays. 

“Business Hours” at ViewSonic differs by region:  

. 

“Downtime” means the total number of minutes, including Scheduled and Regular Maintenance periods, that the customer cannot access the SaaS. The calculation of Downtime excludes time that the customer is unable to access the SaaS due to any of the following: 

• Customer’s own internet service provider 

• Force majeure event 

• Any systemic internet failures 

• Any failure in the customer’s own hardware or network 

• Customer’s bandwidth restrictions 

• Customer’s acts or omissions 

• Anything outside of the reasonable control of ViewSonic 

•   

“Emergency Maintenance” is any maintenance by ViewSonic of which the customer has less than 5 Business Days’ advance notice. ViewSonic may schedule Emergency Maintenance if it is deemed necessary to avoid any immediate threat to the environment or customer sites. Maintenance notifications will be sent to the customer’s support contact as defined by the customer. 

“Failover Tests” means testing of mission-critical systems which may be performed to ensure that ViewSonic maintains the highest level of preparedness. These tests will fall outside the weekly maintenance window and the customer will be informed at least 20 Business Days in advance. During the failover testing, customers will experience brief periods of system unavailability. 

“Maintenance Notifications” means communication from ViewSonic, via an email to the customer’s designated support contact, regarding the date and time that ViewSonic intends to make the SaaS un-available. The customer understands and agrees that there may be instances where ViewSonic needs to interrupt the SaaS without notice to protect the integrity of the SaaS due to security issues, virus attacks, spam issues or other unforeseen circumstances. 

“Maintenance Time” means the period during which the SaaS may not be available each month so that ViewSonic can perform routine maintenance as needed to maximize performance. 

“Persons Authorized to Issue Instructions” refers to a main and a backup representative of the customer responsible for receiving communications from ViewSonic and authorized under the Data Processing Agreement to issue instructions. ViewSonic must be informed promptly, at least by email, in the event of personnel changes, including when staff leave or change roles. 

“Regular Maintenance” means maintenance performed as ViewSonic strives to ensure the highest level of availability for all customer sites. To do so, regular maintenance may require ViewSonic to take systems offline for brief periods of time to implement Updates, Releases or changes. ViewSonic reserves the right to carry out Regular Maintenance once per week outside of Business Hours. 

“Response Time” means the period until ViewSonic’s confirmation of the reported defect, from receipt of the information required from the customer for ViewSonic’s support team to begin resolution and open a support ticket in ViewSonic’s systems. After receiving a report of a defect, ViewSonic shall use an appropriate method to provide the customer with a progress update. 

“Scheduled Downtime” is downtime for Scheduled Maintenance. 

“Scheduled Maintenance” shall be understood here to mean maintenance which occurs when ViewSonic detects an issue in the ViewSonic Cloud environment that requires action to avoid unscheduled maintenance in the future. ViewSonic reserves the right to schedule extended maintenance of the ViewSonic Cloud environment impacting on the SaaS with a minimum of 5 Business Days’ notice provided to the customer unless certain circumstances preclude ViewSonic from doing so, such as an external vendor issuing a change control to ViewSonic with less than 5 Business Days’ notice. All Scheduled Maintenance will take place outside of Business Hours. 

“Service Level Credit” means a credit applied to the customer’s invoice in the invoice period following successful confirmation by ViewSonic of affected SaaS metrics. 

“Total Monthly Minutes” means the number of days in the month multiplied by 1,440 minutes per day. 

3. Customer Responsibilities and Obligations to Cooperate 

It is the customer’s responsibility to ensure that it meets the following obligations to cooperate and that it does so at no cost to ViewSonic: 

• provide a product feed that is available and respects the Requirements; 

• have an internet connection with adequate bandwidth; 

• use an internet browser in accordance with the Software’s minimum requirements; 

• provide ViewSonic, at least by email, with up-to-date information on the Persons Authorized to Issue Instructions, such as personnel changes; 

• report all incidents or issues to the Support Helpdesk promptly; 

• use anti-virus software with definitions updated daily at a minimum; 

• make every effort to be available to ViewSonic during the resolution of a service-related incident or a request.   

4. Support Levels 

4.1 Term of the SLA  

This SLA shall apply to the SaaS for the duration of the contract for the SaaS. 

4.2 SaaS Availability 

To ensure that customers have access to ClassSwift app and data when they need it, ViewSonic uses several levels of protection to provide customers with a high service availability (uptime).  

Service Availability is 95% for both individual and entity accounts. 

Availability is calculated based on the following formula: 

A = (T – M – D - E) / T x 100% 

• A = AVAILABILITY  

• T = TOTAL MONTHLY MINUTES  

• M = SCHEDULED DOWNTIME 

• E = Emergency downtime 

• D = DOWNTIME 

ViewSonic includes Scheduled, Regular and Emergency Maintenance as part of Downtime. 

4.3 Service Level Credits  

If ViewSonic cannot meet the Availability specified in this SLA for reasons for which it is responsible, ViewSonic shall provide customers with a 100% credit note (Service Level Credit) for every full hour of un-Availability, provided that the customer complies with the requirements set out in Section 4.4. The credit is calculated from the time of outage until the SaaS is Available again. ViewSonic will issue a credit equal to 100% of the SaaS costs per hour. Service Level Credits shall be offset against any claim for loss or damage caused by the customer. The Service Level Credits specified in this SLA is only applicable to paid subscriptions only. ClassSwift Lite, Basic and promotional accounts are not eligible for Service Level Credits. 

4.4 Remedy and Procedure  

The customer’s remedy and the procedure for claiming the Service Level Credits under Section 4.3. shall apply if (1) ViewSonic fails to meet the agreed availability figures referred to above and (2) the customer cumulatively complies with the following requirements: 

1. There must be a support ticket documenting the reported un-Availability within five (5) Business Days of the end of the service interruption; 

2.  There are no invoice amounts on the customer’s account on which the customer is in default; 

3. The customer must notify ViewSonic via email within five (5) Business Days by opening a support ticket and providing the following details together: 

• List the individual functional areas of ClassSwift that were affected; 

• List the date and time the Downtime occurred; 

• List usernames and email addresses affected by the Downtime; 

• List an estimate of the amount of actual Downtime in minutes. 

5. Software Maintenance Services 

• ViewSonic continually analyzes the SaaS to find potential for improvement, enhanced security, expanded functionality, and greater user-friendliness. Suggestions by the customer will be analyzed and incorporated into the functionality of the Software at the discretion of ViewSonic. 

• Enhancements of the Software (Releases) shall be made available to the customer from time to time. All functionality added by a Release shall be governed by the terms of this SLA and included in the subscription costs. 

• In the event of a Software fault, the customer can contact the Support Helpdesk under defined conditions (see section entitled “6 Support Helpdesk”) 

• If a security vulnerability is found which does not constitute a defect, ViewSonic will make every reasonable effort, within the limits of its operational capability, to fix the vulnerability

6. Support Helpdesk 

6.1 Service Scope  

The ViewSonic Support Helpdesk provides technical support and help on all ViewSonic products and services. It can be reached via email during the hours stated under 6.2 and under the following conditions. 

The following aspects are covered by the Support Helpdesk: 

• System service interruption/outage; 

• System service updates/maintenance; 

• System service behavior that is not in line with what the customer’s users expect; 

• Support regarding functionality. 

The following aspects are NOT covered by the Support Helpdesk: 

• Issues originating from user-generated content 

• Issues independent from the technology of ViewSonic such as external APIs or reverse proxy configuration. 

• Requests from third-party provider(s) and software of the customer; 

• Networks, devices, servers and workstations managed by the customer. 

• Requests regarding configuration and customization of ViewSonic products and services such as settings, how-to’s and sales inquires. 

6.2 Availability (Service Times)  

The ViewSonic Support Helpdesk is available to the customer by email on ClassSwift.Support@ViewSonic.com. 

The ViewSonic Support Helpdesk can be contacted by customers who have an active ClassSwift account. 

ViewSonic provides support in English on Business Days during Business Hours.  

For a complete overview of severity levels, response/resolution times, and examples, please refer to our Issue Severity Level Agreement. 

 
6.3 Support Helpdesk Response Time  

The Support Helpdesk Response Time is defined as the time from when the customer enters the request into the ViewSonic ticketing system or from when ViewSonic receives an email from the customer to the time when ViewSonic replies and starts working on the request. The Response Time is calculated based on the Service Times defined under 6.2. The maximum Response Times vary depending on the severity of the incident; the priority for resolution is determined by ViewSonic when evaluating the customer’s request.