WhitePenguin Service Level Agreement(SLA)
How we collect, use and protect your Information.
Last updated: January 12, 2026
1. INTRODUCTION
This Service Level Agreement ("Agreement") sets out the service commitments, responsibilities, support standards, and operational expectations between WhitePenguin Solutions ("WhitePenguin") and the subscribing educational institution ("School").
The purpose of this Agreement is to ensure a clear understanding of the services provided by WhitePenguin and the responsibilities of the School in relation to the use of the platform.
This Agreement applies for as long as the School maintains an active subscription with WhitePenguin.
2. SERVICES PROVIDED BY WHITEPENGUIN
WhitePenguin provides a cloud-based school management platform designed to support school administration, parent communication, attendance management, child progress tracking, billing, reporting, and related educational operations.
During an active subscription period, WhitePenguin shall:
2.1 Platform Availability
Maintain the WhitePenguin platform with a target uptime of 99% per calendar month, excluding scheduled maintenance, internet disruptions, force majeure events, and circumstances outside WhitePenguin's reasonable control.
2.2 Technical Support
Provide technical support through approved support channels including:
1. Email Support
2. WhatsApp Support
3. Ticketing System
2.3 Product Updates
Provide ongoing product improvements, enhancements, security updates, bug fixes, and feature releases at WhitePenguin's discretion.
2.4 Knowledge Resources
Provide access to training resources, user guides, help articles, video tutorials, FAQs, and other educational materials intended to support successful platform usage.
3. RESPONSIBILITIES OF THE SCHOOL
The School acknowledges that WhitePenguin is a self-service platform and that successful implementation requires active participation by the School.
The School shall be responsible for:
3.1 Account Setup and Configuration
The School shall create and maintain its own WhitePenguin account and is responsible for configuring its school profile, academic structure, classes, terms, grading systems, subjects, and related settings.
3.2 Data Management
The School shall be solely responsible for the accuracy and completeness of all information entered into the platform, including but not limited to:
1. Student records
2. Parent records
3. Staff records
4. Attendance data
5. Academic records
6. Billing information
7. School documents
3.3 Staff Training
The School shall ensure that all relevant personnel review available training materials and become familiar with platform functionality before using the system for operational activities.
3.4 Parent Onboarding
The School shall be responsible for introducing parents to the platform, and communicating school-specific processes regarding platform usage.
3.5 User Acceptance
The School shall review and verify all information entered into the platform and shall promptly notify WhitePenguin of any issues identified.
4. SUPPORT SERVICES
WhitePenguin shall provide support to active subscribers through the following channels.
Email Support
Support requests may be submitted via email.
Operating Hours:
24 hours per day, 7 days per week.
Target Response Time:
Within one to five business days.
WhatsApp Support
WhatsApp support is available for general inquiries and assistance.
Operating Hours:
Monday to Friday
9:00 AM to 5:00 PM (WAT)
Ticketing System
Schools may submit support tickets directly through the platform. Tickets shall be addressed according to severity and priority.
5. EXCLUSIONS
WhitePenguin shall not be responsible for issues arising from:
1. Incorrect data entered by users
2. Failure by the School to review training materials
3. Internet service interruptions
4. Power outages
5. Device malfunctions
6. Third-party software or services
7. Unauthorized access resulting from poor password management
8. Misuse of the platform
9. Failure to follow published instructions or procedures
6. SERVICE AVAILABILITY
WhitePenguin will use commercially reasonable efforts to maintain platform availability of not less than ninety-nine percent (99%) per month.
Availability calculations exclude:
1. Scheduled maintenance
2. Emergency maintenance
3. Internet service provider failures
4. Power interruptions
5. Force majeure events
6. Circumstances beyond WhitePenguin's reasonable control
7. DATA BACKUP AND RECOVERY
WhitePenguin maintains regular system backups and reasonable measures designed to protect customer data.
In the event that data restoration becomes necessary, recovery timelines may vary depending on the nature and extent of the incident.
WhitePenguin shall make commercially reasonable efforts to restore affected services as quickly as practicable.
8. SHARED RESPONSIBILITY
The Parties acknowledge that the successful use of WhitePenguin requires cooperation between WhitePenguin and the School.
WhitePenguin is responsible for maintaining and supporting the platform.
The School is responsible for platform configuration, user adoption, data accuracy, operational processes, and day-to-day usage of the system.
Both Parties agree to work together in good faith to achieve successful implementation and ongoing use of the platform.
9. ACCEPTANCE
By subscribing to and using WhitePenguin, the School acknowledges that it has read, understood, and agreed to the terms of this Service Level Agreement.