Service Policy

Support SLA (Service Level Agreement)

Last Updated: June 27, 2026

1. Scope of Support Services

This Support Service Level Agreement ("SLA") outlines the technical support commitments provided by Its One App, LLC ("Its1App"), the technical provider of the TRIAD School Shield software platform, to registered school districts and authorized campus assessors.

Support is strictly limited to remote, digital technical assistance for the software platform (including cloud synchronization, data storage, user account provisioning, and the pairing/functioning of the iOS/Android mobile evaluation applications).

2. Remote Support Limitation (No In-Person Staffing)

IMPORTANT NOTICE: All technical support operations are handled exclusively via remote communication (email ticketing and secure online troubleshooting). We do not maintain or deploy in-person or on-site support staff to campus locations. Under no circumstances will software technicians, engineers, or support personnel be dispatched to physical school properties for setup, device pairing, or troubleshooting.

Physical campus walkthroughs, hands-on safety evaluations, and physical consulting services are governed by separate, distinct consulting agreements managed directly by Dr. Collum (TRIAD Consulting) and are completely independent of this software support SLA.

3. Priority Levels & Target Response Times

Support requests submitted to support@its1app.com are categorized and addressed based on severity:

Severity Level	Description	Target Remote Response
P1 - Critical	Total platform outage, preventing all users from logging in or conducting assessments.	4 Business Hours
P2 - Major	Database synchronization failures, pairing code registration blocks, or PDF report compile errors.	12 Business Hours
P3 - General	General questions, cosmetic layout reviews, district user provisioning changes, or feature inquiries.	24–48 Business Hours

4. District Responsibilities

To ensure effective remote resolution, school districts agree to:

Whitelist email communication from `@its1app.com` and `@triadconsultants.org` on district firewalls.
Provide detailed error reports, device profiles, and screenshots when requested by the remote support desk.
Verify that local devices have stable internet connectivity prior to triggering sync actions.

5. Exclusions

Support services do not cover issues arising from:

Local network outages, district firewall blocks, or mobile MDM (Mobile Device Management) restriction profiles.
Use of unsupported mobile operating systems (versions outside the minimum targets listed in the App Store).
Physical damage to mobile devices or hardware malfunctions.