Service Level Agreement (SLA)
Effective Date: 10/28/2020
At Knowledge Pillars, we are committed to providing our users with reliable, timely, and high-quality support services. This Service Level Agreement (SLA) outlines the standards you can expect when engaging with our Support Team.
Service Scope
This SLA applies to support services provided by Knowledge Pillars related to certification exams, account management, and general customer inquiries. It covers support response times, issue resolution, service uptime commitments, and service exclusions.Uptime Guarantee
Knowledge Pillars aims to maintain an uptime of 99.5% for its certification platforms and services, excluding scheduled maintenance periods and force majeure events.
Scheduled Maintenance: Users will be notified at least 48 hours in advance.
Emergency Maintenance: May occur without prior notice in urgent circumstances; however, we will aim to minimize disruptions.
Support Availability
Support Hours: Monday to Friday, 9:00 AM to 6:00 PM (Eastern Time).
Channels: Email support at [email protected]
Response Time
| Priority Level | Description | Initial Response Time |
| Critical | Service/platform down, preventing all users from accessing exams or core functionality. | Within 2 business hours |
| High | Major service issues affecting multiple users or critical functionality degraded. | Within 4 business hours |
| Medium | General service issues, including individual exam problems or account access. | Within 1 business day |
| Low | General inquiries, informational requests, or minor service issues and fulfillment. | Within 2 business day |
Issue Resolution Targets
Resolution timelines may vary depending on complexity, but our general targets are:
Critical issues: Resolved or workaround provided within 1 business day
High issues: Resolved within 2–3 business days
Medium issues: Resolved within 5 business days
Low issues: Resolved within 7–10 business days
Note: Some complex issues may require more time; if so, we will provide regular updates until resolution.
Exclusions
Issues caused by user-side errors (e.g., local internet connectivity problems, device misconfiguration).
Third-party services, hardware, or software not controlled by Knowledge Pillars.
Scheduled maintenance windows.
Force majeure events (e.g., natural disasters, global outages, cyberattacks).
Failure by users to provide necessary information required to resolve an issue.
Support Escalation
If you feel your issue has not been addressed appropriately, you may request escalation by replying to your support ticket and asking for escalation to a Support Manager. Escalations are typically reviewed within 1 business day.Review and Updates
- Knowledge Pillars reserves the right to modify this SLA as needed. Any changes will be communicated through official channels and updated on this page.
Contact Information
Email: [email protected]
Phone: 801-610-9295
Last Revised: May 1st, 2025
Effective Date: October 28, 2020