Our Commitment to Quality Is Written and Guaranteed

• Service availability guarantee of 99.5% monthly for all paid plans.
• Permitted monthly downtime: less than 3.6 hours.
• This guarantee applies to: student platform, dashboard, and payment gateways.
• Excludes pre-announced scheduled maintenance windows.
• Downtime is calculated from documented report time until full service restoration.

• Platform homepage load time: under 2 seconds under normal conditions.
• Video streaming: playback starts within 3 seconds at 10 Mbps internet speed.
• API: response time under 500ms for 95% of requests.
• Payment processing: transactions completed within 10 seconds maximum.
• Live 24/7 monitoring system to track performance and correct deviations immediately.

• Critical issues (total service outage): response within 1 hour — 24/7.
• Major issues (partial service impact): response within 4 business hours.
• Medium issues (single feature malfunction): response within 8 business hours.
• General inquiries and requests: within 24 business hours.
• Premium support hours: Sunday to Thursday, 9 AM — 10 PM (Egypt time).

• Outage between 3.6 and 12 hours: 10% discount on next month's invoice.
• Outage between 12 and 24 hours: 25% discount on next month's invoice.
• Outage exceeding 24 hours: 50% or more at the team's discretion.
• Compensation is provided as account credit, not cash refund.
• Compensation requests must be submitted within 14 days of the outage date.

• Natural disasters or events beyond our control.
• Regional-level main ISP internet outages.
• Massive cyberattacks (DDoS) exceeding standard protection capabilities.
• Scheduled maintenance windows announced at least 48 hours in advance.
• Collective outages of external cloud services (e.g., AWS).

• Email: [email protected] — for general issues and documentation.
• Live status page: status.ofoqlms.com — to monitor service health in real time.
• Live chat: available from the dashboard during support hours.
• Official Facebook page: for urgent announcements and quick updates.
• When reporting, provide: account name, issue time, and messages or screenshots.

• Automatic daily backups for all platform data and content.
• Backups retained for a minimum of 30 days.
• Data recovery time upon request: within 4-8 hours for standard cases.
• In major disasters: full recovery within 24 hours maximum.
• You may request a full data backup export at any time.

This agreement is reviewed annually or when material changes are made to the infrastructure. You will be notified of any changes 30 days before they take effect. If you reject the changes, you may cancel your subscription and receive a pro-rata refund per the Refund Policy.