Service Level Notice

This Service Level Notice applies to SmartMaya websites, product services, education services, implementation services, and related WiselyWise services where this notice is referenced, unless a separate order form, statement of work, subscription plan, enterprise agreement, or signed contract states different service-level terms.

SmartMaya is a WiselyWise product owned and operated by WiselyWise Pte. Ltd., Singapore.

Where this Service Level Notice is incorporated into a customer agreement, order form, subscription, statement of work, or signed contract, it forms part of that agreement. Terms not defined here have the meanings set out in the applicable agreement.

Unless the applicable agreement states otherwise, the remedies expressly stated in that agreement are the customer's sole and exclusive remedies for service-level issues covered by that agreement.

WiselyWise may update this Service Level Notice from time to time. If a material change applies to an active customer agreement, WiselyWise will provide notice through a reasonable channel, such as email, product notification, customer dashboard, or other account communication. The notice will state the effective date of the change where applicable.

SmartMaya and related WiselyWise services are delivered using third-party cloud infrastructure, network services, authentication services, database services, AI services, payment providers, communication tools, learning platforms, partner products, customer systems, and other operational providers. End-to-end availability depends on these providers, customer networks, user devices, browsers, internet connectivity, integrations, customer environments, partner-license status, and external utilities.

Unless an order form, signed agreement, enterprise plan, statement of work, or written contract expressly states a product-specific SLA, service credit, response time, or remedy, SmartMaya and related WiselyWise services are provided on a commercially reasonable availability and support basis without a standalone uptime credit.

Any provider availability commitments, support commitments, remedies, response times, or service credits apply only if they are expressly incorporated into the applicable customer agreement, plan, order, statement of work, or signed contract.

Downtime, degraded performance, delay, interruption, non-performance, or service unavailability may be excused where caused by scheduled maintenance; emergency maintenance, including security patches or vulnerability response; force majeure events; third-party cloud, network, AI, payment, communication, learning-platform, analytics, email, partner-product, license activation, partner support, or integration provider issues; AI model withdrawal, API suspension, provider account restriction, rate-limit shock, export-control restriction, regional restriction, government or regulator directive, provider safety restriction, platform restriction, or forced access limitation; customer networks, devices, browsers, systems, environments, permissions, firewalls, security tools, or internet connectivity; customer-authored code, configuration, prompts, workflows, automations, integrations, imports, data changes, or administrative actions; use that exceeds plan limits, usage limits, fair-use limits, rate limits, storage limits, or agreed capacity; customer or user violation of the Terms, Acceptable Use Policy, agreement, classroom rules, implementation assumptions, partner terms, or security requirements; services, tools, data, licenses, or accounts controlled by the customer or by third parties outside WiselyWise's reasonable control.

For education, training, workshops, classroom enablement, curriculum support, teacher support, student-facing sessions, or learning programs, service levels relate to the specific program scope, schedule, facilitator availability, delivery mode, learning platform, school/customer readiness, and assumptions stated in the applicable proposal, order, statement of work, or written agreement.

Unless a written agreement states otherwise, missed sessions, schedule changes, participant access issues, institution-side readiness delays, school network restrictions, device limitations, attendance issues, or third-party platform issues are handled on a commercially reasonable rescheduling or support basis, not as an uptime-credit event.

For implementation, onboarding, integration, migration, configuration, consulting, workflow design, Zoho or other business-system implementation, AI setup, automation, or managed service work, service levels depend on the statement of work, project plan, dependencies, access, customer approvals, third-party systems, and customer-provided information.

Unless a written agreement states otherwise, delays caused by missing access, incomplete data, customer approval delays, third-party platform limitations, customer-side configuration, scope changes, or dependency failures are excluded from service-level remedies.

Support is provided through the support channels, plan terms, proposal, order form, statement of work, or written agreement applicable to the customer.

Unless a different written commitment applies, support is handled during Singapore business days and business hours on a commercially reasonable basis.

Customers are responsible for managing user access, credentials, workspace settings, classroom or organizational configuration, integrations, uploaded data, customer systems, implementation access, internal approvals, network access, browser/device compatibility, and backup/export practices where applicable.

Customers should promptly report suspected incidents, outages, billing issues, access problems, delivery issues, or implementation blockers through the applicable support channel or by contacting [email protected].

Reports should include reasonable supporting information where available, such as affected account, workspace, service, date, user, feature, error message, expected result, actual result, screenshots where appropriate, and steps already taken, so WiselyWise can investigate or reproduce the issue.

WiselyWise may change service dependencies, providers, features, infrastructure, maintenance practices, support processes, delivery methods, and implementation practices over time. Material service-level commitments should be confirmed in the applicable order form, statement of work, enterprise plan, signed agreement, or written contract.