Services Policy

Acadrix provides a cloud-based Education Management System (EMS) tailored for Pakistani educational institutions. Our services include a fully managed, white-labelled EMS deployed on your custom subdomain (e.g., yourschool.acadrix.cloud), pre-configured modules for student management, fee collection, attendance, results, and communication, ongoing hosting, security patches, and backups, and a dedicated admin panel for your institution.

After successful payment verification, your onboarding process follows these steps:

**Step 1 — Payment Confirmation (1–2 business days):** Our billing team reviews your payment screenshot or transaction ID and confirms receipt.

**Step 2 — Work Started (1–2 business days):** Our technical team begins configuring your instance — setting up your subdomain, branding, and initial data.

**Step 3 — In Process (2–5 business days):** We customize modules, load initial configurations, and conduct internal testing.

**Step 4 — Finished / Live (1 business day):** Your EMS goes live. You receive your admin credentials and a welcome guide via email.

**Standard Setup:** 5–10 business days from payment confirmation.

**Express Setup** (available on request, additional fee may apply): 2–3 business days.

Timelines may be extended in cases of:
• Incomplete information provided during checkout
• Requests for heavy customization outside the standard package
• National holidays or force majeure events

You can monitor your real-time setup progress from your client dashboard at all times.

**Uptime Guarantee:** We guarantee 99.5% monthly uptime for all paid plans, excluding scheduled maintenance windows.

**Scheduled Maintenance:** Announced at least 48 hours in advance via dashboard notification and email, scheduled outside peak school hours (before 7 AM or after 10 PM PKT).

**Emergency Maintenance:** May be performed without prior notice to address critical security vulnerabilities.

**Downtime Credits:**
• 99.0–99.5%: 5% monthly credit
• 95.0–99.0%: 10% monthly credit
• Below 95%: 25% monthly credit

Credits are applied to the next billing cycle and do not apply to outages caused by third-party services, force majeure, or client-side issues.

**Support Channels:**
• In-dashboard chat (available to all paying clients)
• Email: support@acadrix.cloud
• WhatsApp: +92 300 123 4567 (business hours only)

**Support Hours:** Monday–Saturday, 9:00 AM – 6:00 PM PKT.

**Response Times:**
• Critical (system down): within 2 business hours
• High (major feature broken): within 4 business hours
• Medium (functionality impaired): within 1 business day
• Low (cosmetic issues, questions): within 2 business days

**Out-of-Scope Requests:** Custom development, data migrations from third-party systems, and hardware procurement are not included in standard plans and must be quoted separately.

All plans receive:
• Automatic security patches applied within 72 hours of release
• Platform feature updates released quarterly
• Database backups performed daily (retained for 30 days)
• SSL certificates auto-renewed

We reserve the right to modify or discontinue features with 30 days' notice. We will not remove features that are core to your current plan without providing an equivalent replacement or a price adjustment.

**Your Data Ownership:** You retain full ownership of all data you enter into Acadrix. We are data processors acting on your instructions.

**Data Location:** All data is stored on servers located within or compliant with applicable data protection standards.

**Data Portability:** You may request a full export of your institution's data at any time by contacting support@acadrix.cloud. Exports are delivered within 5 business days in CSV/JSON format.

**Data Retention After Termination:** Your data is retained for 30 days after account termination, after which it is permanently deleted from all systems. This retention window allows for export or re-activation. Financial records are retained for 7 years as required by Pakistani tax law.

**By You:** You may cancel your subscription at any time. Service continues until the end of the current paid billing period. No partial refunds are issued for the remaining period (see our Refund Policy).

**By Us:** We may suspend or terminate your service immediately for: non-payment after a 7-day grace period, violation of our Terms of Service, activities that harm the platform or other clients, or court/regulatory order.

**Offboarding:** Upon termination, we provide a data export upon request, remove your custom subdomain within 30 days, and delete all client data after the 30-day retention window. We provide a termination confirmation email for your records.