Curriculum Warehouse Service Level Agreement

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Effective Date: August 22, 2026
Last Updated: August 23, 2026

This Service Level Agreement (“SLA”) describes the standard availability, maintenance, and technical-support commitments provided by NJ Data Diva LLC for the Curriculum Warehouse Platform.

This SLA should be read together 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.

A Client-specific written agreement may provide additional or different service commitments.

Curriculum Warehouse will use commercially reasonable efforts to maintain a 99% availability target for the core production private Curriculum Warehouse Platform.

The availability target applies to the private Curriculum Warehouse Platform hosted through Firebase Hosting and related Google Cloud/Firebase infrastructure.

Unless a Client-specific written agreement expressly provides a different measurement methodology, Platform availability will be evaluated using NJ Data Diva LLC’s reasonably available Platform-monitoring, hosting, operational, and incident information, subject to the excluded downtime described in Section 1.2.

The 99% availability percentage is an operational service target and not an independently audited warranty or guarantee of uninterrupted service.

The public marketing and legal Website at curriculumwarehouse.com, which is hosted through GoDaddy, is separate from the private Platform and is not included in the Platform availability target unless expressly stated otherwise in a Client-specific written agreement.

Platform availability calculations do not include interruptions caused by:

• scheduled maintenance;
• emergency or security-related maintenance;
• Client networks, devices, browsers, internet connections, identity providers, or other Client-controlled systems;
• failures of third-party services or infrastructure outside Curriculum Warehouse's reasonable control;
• misuse of the Platform or violation of applicable Terms;
• suspension reasonably necessary to address a security threat or unauthorized access;
• force majeure events;
• beta, preview, pilot, or early-access functionality expressly identified as such; or
• circumstances otherwise outside NJ Data Diva LLC's reasonable control.

Unless expressly provided in a Client-specific written agreement, the 99% availability commitment is a service target and does not create an automatic right to service credits, refunds, financial penalties, or liquidated damages.

Curriculum Warehouse may periodically perform maintenance, updates, infrastructure improvements, security changes, configuration changes, or other work that may temporarily affect Platform availability.

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.

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.

Standard technical support is provided on Business Days, generally Monday through Friday, excluding federal holidays and other announced Provider closures.

Support requests may be submitted at any time. Curriculum Warehouse does not maintain a continuously staffed or 24-hour support desk, and submission of a request outside a Business Day does not require an immediate response.

For purposes of this SLA, a “Business Day” means a Monday through Friday that is not a federal holiday or announced NJ Data Diva LLC closure.

Curriculum Warehouse may respond to support requests outside standard Business Days when reasonably available, but such responses do not create an ongoing obligation to provide after-hours, weekend, or holiday support.

Standard technical support may be requested by email at:

jackie@curriculumwarehouse.com

Additional support methods may be introduced as Curriculum Warehouse evolves.

Security concerns, suspected unauthorized access, or other urgent Platform-security issues may also be reported through this address at any time. Submission of an urgent report does not represent that Curriculum Warehouse maintains continuous 24-hour monitoring of the support inbox.

Curriculum Warehouse will use commercially reasonable efforts to provide an initial response within one (1) Business Day after a standard technical-support request is received.

An initial response means acknowledgement, initial assessment, a request for additional information, or other meaningful communication regarding the reported issue.

An initial response does not guarantee that the issue will be resolved within one Business Day.

Curriculum Warehouse may prioritize requests based upon factors such as:

• potential security impact;
• Platform-wide impact;
• number of affected Clients or users;
• loss of access to core Platform functionality; and
• severity of the reported issue.

Resolution time depends upon factors including:

• severity;
• complexity;
• ability to reproduce the issue;
• Client cooperation;
• third-party dependencies;
• required development work;
• security implications; and
• whether the issue affects one user, one Client, or the broader Platform.

Curriculum Warehouse will use commercially reasonable efforts to investigate and address verified Platform issues.

Curriculum Warehouse does not guarantee a specific resolution time unless expressly stated in a Client-specific written agreement.

Standard technical support generally includes reasonable assistance with:

• Platform access and login issues;
• supported authentication and SSO troubleshooting;
• user-role and permission questions;
• account activation or deactivation questions;
• unexpected Platform errors;
• reporting suspected bugs;
• troubleshooting supported Platform functionality;
• basic administrative functionality;
• questions regarding available Platform features;
• investigation of suspected Platform security issues; and
• reasonable assistance with Client-specific Platform configuration.

Curriculum Warehouse may investigate and correct verified software defects based upon:

• severity;
• impact;
• security implications;
• technical complexity;
• number of affected users or Clients; and
• Platform-development priorities.

Standard support does not include unlimited professional services, implementation work, curriculum consulting, training, or custom development unless expressly included in the applicable Client agreement.

Unless expressly included in the applicable Order Form, Statement of Work, Pilot Agreement, or other written agreement, standard technical support 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 services expressly included 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.

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 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 systems, configurations, and conditions necessary to access and appropriately use Curriculum Warehouse, 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.

Current Client-level Platform roles may include Admin, Supervisor, Editor, and Viewer. Accounts may also be placed in an Inactive state that prevents ordinary Platform access.

Clients are responsible for managing their authentication and identity-provider settings so that only authorized professional users receive access to the private Platform.

Students are not intended to be Authorized Users of the private Curriculum Warehouse Platform.

Clients should promptly report unintended or unauthorized access concerns, including suspected student authentication or access, so that appropriate remediation can be considered.

When requesting technical support, Clients should provide sufficient information for Curriculum Warehouse to investigate the issue. This may include:

• the affected user or Platform role;
• the relevant Client environment;
• a description of the issue;
• steps that produced the issue;
• screenshots where appropriate;
• relevant dates or approximate times; and
• other non-sensitive information reasonably necessary for troubleshooting.

Users should 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.

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 intended to reduce the risk of data loss but do not guarantee that every item of information can be recovered under every circumstance.

Unless expressly provided in a Client-specific written agreement, 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.

NJ Data Diva LLC may update this SLA as Platform operations, support processes, infrastructure, technology, security practices, or service offerings evolve.

The current version will be published within the Curriculum Warehouse Terms & Policies center with an updated “Last Updated” date.

A material reduction to service commitments applicable during an existing paid Client term will not be made solely through an online policy change where doing so would conflict with an applicable Client agreement.

Questions regarding this Service Level Agreement may be directed to:

NJ Data Diva LLC
Curriculum Warehouse
Email: jackie@curriculumwarehouse.com
Website: curriculumwarehouse.com