Effective Date: August 22, 2026 Last Updated: August 23, 2026 This Curriculum Warehouse SLA outlines the standard availability, maintenance, and service level commitments related to technical support provided by NJ Data Diva LLC for the Curriculum Warehouse Platform. This SLA should be read in conjunction with the applicable Curriculum Warehouse Terms of Service, Client Order Form or Statement of Work, Security & Data Protection Policy, Privacy Policy, and other policies within the Curriculum Warehouse Terms & Policies center. Additionally, a Client-specific written agreement may outline further or different technical support agreements.
1.1 Availability Target
Curriculum Warehouse is committed to its service level commitments and will make commercially reasonable efforts to uphold a 99% availability target for the core production private Curriculum Warehouse Platform.
This availability target pertains to the private Curriculum Warehouse Platform hosted through Firebase Hosting and the associated Google Cloud/Firebase infrastructure.
Unless a Client-specific written agreement specifies a different measurement methodology, Platform availability will be assessed using NJ Data Diva LLC’s reasonably accessible monitoring data, hosting metrics, operational insights, and incident reports, while considering the excluded downtime outlined in Section 1.2.
The 99% availability percentage serves as an operational service target and does not represent an independently audited warranty or guarantee of uninterrupted service.
It’s important to note that the public marketing and legal website at curriculumwarehouse.com, hosted through GoDaddy, is distinct from the private Platform and is not factored into the Platform availability target unless explicitly stated in a Client-specific written agreement.
1.2 Excluded Downtime
Calculations for Platform availability will not account for interruptions resulting from:
- scheduled maintenance;
- emergency or security-related maintenance;
- Client networks, devices, browsers, internet connections, identity providers, or any other Client-controlled systems;
- failures of third-party services or infrastructure beyond Curriculum Warehouse's reasonable control;
- misuse of the Platform or breaches of the applicable Terms;
- suspension deemed necessary to address a security threat or unauthorized access;
- force majeure events;
- beta, preview, pilot, or early-access functionalities expressly identified as such; or
- other circumstances outside NJ Data Diva LLC's reasonable control.
1.3 Service Credits
Unless explicitly stated in a Client-specific written agreement, the commitment to 99% availability is a service level commitment and does not confer an automatic entitlement to service credits, refunds, financial penalties, or liquidated damages arising from technical support agreements.
2.1 Planned Maintenance
Curriculum Warehouse may periodically perform maintenance, updates, infrastructure improvements, security changes, configuration changes, or other work that may temporarily affect Platform availability, as part of its service level commitments outlined in the Curriculum Warehouse SLA.
For planned maintenance expected to materially interrupt access, Curriculum Warehouse will make commercially reasonable efforts to provide at least twenty-four (24) hours advance notice when feasible, ensuring our clients are informed in line with our technical support agreements.
2.2 Emergency Maintenance
Advance notice may not be possible when emergency maintenance is necessary to:
- address a security vulnerability;
- respond to a cyber incident or credible security threat;
- prevent data loss or corruption;
- restore Platform functionality;
- address a critical infrastructure issue;
- implement an urgent dependency or configuration update; or
- protect Clients or Platform integrity.
In such circumstances, Curriculum Warehouse may perform maintenance with shortened notice or without advance notice when reasonably necessary, prioritizing the security and functionality of our services.
3.1 Support Availability
Standard technical support under our Curriculum Warehouse SLA is provided on Business Days, generally Monday through Friday, excluding federal holidays and any other announced closures by NJ Data Diva LLC.
Support requests may be submitted at any time, though Curriculum Warehouse does not operate a continuously staffed or 24-hour support desk. Therefore, submission of a request outside of a Business Day does not necessitate an immediate response.
For the purposes of this SLA, a "Business Day" refers to a Monday through Friday that is not marked by a federal holiday or a declared closure from NJ Data Diva LLC.
While Curriculum Warehouse may respond to support requests outside standard Business Days when reasonably available, such occurrences do not establish an ongoing obligation for us to provide after-hours, weekend, or holiday support in line with our technical support agreements.
3.2 Support Contact
Standard technical support services may be requested via email at: jackie@curriculumwarehouse.com.
As Curriculum Warehouse evolves, additional support methods may be introduced. Concerns regarding security, suspected unauthorized access, or other urgent Platform-security issues may also be reported through this email address at any time. However, submitting an urgent report does not imply that Curriculum Warehouse maintains continuous 24-hour monitoring of the support inbox.
3.3 Initial Response Target
Curriculum Warehouse will use commercially reasonable efforts to provide an initial response regarding service level commitments within one (1) Business Day after receiving a standard technical support request.
An initial response means we will acknowledge the request, perform an initial assessment, request further information, or engage in other meaningful communication concerning the reported issue. It’s important to note that an initial response does not guarantee resolution within one Business Day.
Curriculum Warehouse may prioritize requests based on factors such as:
- potential security impact;
- Platform-wide impact;
- the number of affected Clients or users;
- loss of access to core Platform functionality; and
- severity of the reported issue.
3.4 Resolution
Resolution time will depend on various factors including:
- severity;
- complexity;
- ability to reproduce the issue;
- Client cooperation;
- third-party dependencies;
- required development work;
- security implications; and
- whether the issue affects a single user, one Client, or the broader Platform.
Curriculum Warehouse will use commercially reasonable efforts to investigate and address verified Platform issues as outlined in our technical support agreements. However, we do not guarantee a specific resolution time unless expressly stated in a Client-specific written agreement.
Standard technical support under the Curriculum Warehouse SLA includes reasonable assistance with:
- Platform access and login issues;
- Supported authentication and SSO troubleshooting;
- User-role and permission inquiries;
- Questions about account activation or deactivation;
- Addressing unexpected Platform errors;
- Reporting suspected bugs;
- Troubleshooting supported Platform functionality;
- Basic administrative functionality;
- Inquiries regarding available Platform features;
- Investigation of suspected Platform security issues; and
- Reasonable assistance with Client-specific Platform configuration.
Curriculum Warehouse may investigate and rectify verified software defects based on factors such as:
- Severity;
- Impact;
- Security implications;
- Technical complexity;
- Number of affected users or Clients; and
- Platform-development priorities.
It's important to note that our standard technical support agreements do not cover unlimited professional services, implementation work, curriculum consulting, training, or custom development unless these services are expressly included in the applicable Client agreement, as part of our service level commitments.
Unless expressly included in the applicable Order Form, Statement of Work, Pilot Agreement, or other written agreement, standard technical support, as defined in the Curriculum Warehouse SLA, does not include: management or repair of a Client's internet connection or local network; administration of Google Workspace, Microsoft 365, email systems, or other Client-controlled technology; maintenance or repair of Client devices; management of the Client's identity-provider environment; creation or administration of Client email accounts; routine curriculum review or approval on behalf of Client administrators; curriculum writing on behalf of the Client; extensive data cleanup or custom migration; custom software development; custom integrations; professional development or training beyond service level commitments outlined in the Client agreement; administrative work normally performed by Client personnel; or support for third-party products outside Curriculum Warehouse. Curriculum Warehouse may offer implementation, migration, consulting, training, professional development, custom services, or other enhanced support under a separate agreement or fee.
Implementation, onboarding, data migration, professional development, training, and optional enhancements are provided according to the scope purchased or otherwise agreed upon by the Client, in alignment with the Curriculum Warehouse SLA and service level commitments.
Depending upon the applicable agreement, these services may include:
- initial Platform configuration;
- Client environment setup;
- supported SSO configuration;
- curriculum data migration;
- standards-library configuration;
- administrator training;
- staff training;
- implementation support;
- feature configuration; and
- other Client-specific services.
The scope, timing, availability, and fees for such services, including any technical support agreements, will be identified in the applicable proposal, Order Form, Statement of Work, Pilot Agreement, or other written agreement.
Feature availability may vary according to the Client's subscription, configuration, implementation stage, purchased enhancements, or other applicable agreement terms.
Clients are responsible for maintaining the systems, configurations, and conditions necessary to access and appropriately use the Curriculum Warehouse, which is governed by our service level commitments, including: reliable internet connectivity; supported browsers and devices; Client-controlled network access; appropriate identity-provider configuration; accurate Authorized User information; appropriate assignment of Platform roles and permissions; timely deactivation or removal of users who are no longer authorized; protection of Client-controlled accounts and credentials; and reasonable cooperation when troubleshooting a reported issue as outlined in our technical support agreements.
Current Client-level Platform roles may include Admin, Supervisor, Editor, and Viewer, with the possibility for accounts to be placed in an Inactive state, which prevents ordinary Platform access.
Clients are responsible for managing their authentication and identity-provider settings to ensure that only authorized professional users have access to the private Curriculum Warehouse Platform. It’s important to note that students are not intended to be Authorized Users of this private platform.
Clients should promptly report any concerns regarding unintended or unauthorized access, including suspected student authentication or access, so that appropriate remediation can be addressed under the Curriculum Warehouse SLA.
When requesting technical support, Clients should provide sufficient information to assist Curriculum Warehouse in investigating the issue. This may include: the affected user or Platform role; the relevant Client environment; a description of the issue; steps that reproduced the issue; screenshots where appropriate; relevant dates or approximate times; and other non-sensitive information reasonably necessary for troubleshooting.
Users must not send passwords, authentication secrets, access tokens, or other sensitive credentials through support communications.
Platform security, encryption, backups, recovery practices, authentication, incident response, and Client data protection are governed by the Curriculum Warehouse Security & Data Protection Policy and Privacy Policy, which also aligns with the service level commitments outlined in the Curriculum Warehouse SLA.
The private Curriculum Warehouse Platform and Client curriculum data are maintained through Google Cloud/Firebase infrastructure rather than the GoDaddy-hosted public Website.
Backup and recovery processes are designed to reduce the risk of data loss, although they do not guarantee that every item of information can be recovered under every circumstance. Unless explicitly stated in a Client-specific written agreement or technical support agreements, Curriculum Warehouse does not guarantee a specific:
- recovery-point objective;
- recovery-time objective;
- backup-retention period; or
- historical restoration window.
If NJ Data Diva LLC confirms unauthorized access to Client data that materially affects the confidentiality, integrity, or availability of that data, the incident-notification provisions of the Curriculum Warehouse Terms of Service and Security & Data Protection Policy will apply.
9.1 Changes to This Curriculum Warehouse SLA
NJ Data Diva LLC may update this Curriculum Warehouse SLA as the Platform operations, support processes, infrastructure, technology, security practices, or service offerings evolve.
The current version will be available within the Curriculum Warehouse Terms & Policies center, including an updated "Last Updated" date.
A material reduction to service level commitments during an existing paid Client term will not occur solely through an online policy change if it conflicts with an applicable Client agreement.
9.2 Questions
Questions regarding this Service Level Agreement, including any technical support agreements, may be directed to:
NJ Data Diva LLC
Curriculum Warehouse
Email: jackie@curriculumwarehouse.com
Website: curriculumwarehouse.com
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