This SLA is made between Packt Publishing Limited (Packt) and [CUSTOMER NAME] (Customer) on [DATE], in connection with the ExpertEdge Subscription Agreement signed on the same date.
1.1 ExpertEdge Content means interactive digital learning materials provided through the ExpertEdge Essentials or Professional packages.
1.2 Content Delivery Services refers to Packt’s provision, hosting, and technical delivery of ExpertEdge Content to the Customer’s learning platform via industry-standard eLearning protocols.
1.3 Customer LMS means the customer-managed learning management system that receives ExpertEdge Content through a direct integration (not via any third-party intermediary).
1.4 Support Request means any communication from the Customer concerning the delivery, integration, accuracy, or accessibility of ExpertEdge Content.
2.1 General Commitment
Packt will use commercially reasonable efforts to ensure continuous availability of the Content Delivery Services during standard business operations.
2.2 Planned Maintenance
Routine maintenance may be necessary at times. Packt will notify the Customer of any significant planned outages in advance and, where possible, schedule work outside peak usage hours.
2.3 Service Degradation
Temporary slowdowns or interruptions may occur due to maintenance, force majeure, or third-party failures (such as disruptions affecting AWS, Cloudflare, or DNS services).
3.1 Support Hours
Support Requests may be submitted at any time via Packt’s designated email channel. Requests are monitored during Packt’s business hours (Monday to Friday, excluding UK public holidays). Requests received outside these hours are queued for the next available support window.
3.2 Triage and Prioritisation
Support Requests will be categorised by operational impact. Packt will acknowledge receipt and address issues using reasonable efforts, escalating internally as required.
3.3 Communication
Packt will provide progress updates via email until the issue is resolved.
4.1 Continuous Improvement
ExpertEdge Content is reviewed, updated, and extended regularly. This includes corrections, enhancements, and new releases, all delivered as part of Packt’s standard publishing schedule. New content is added on a rolling basis.
4.2 Customer Feedback
Where the Customer identifies an inaccuracy, Packt will assess the feedback and, where appropriate, prioritise a correction within the editorial schedule. Timelines cannot be guaranteed due to potential author involvement.
5.1 Standards Compliance
ExpertEdge Content undergoes accessibility conformance auditing. A current VPAT 2.4 document is available on request. Packt aims to meet the following standards:
• WCAG 2.1 (Level A and AA)
• Revised Section 508 Standards (January 2017, corrected January 2018)
• EN 301 549 (V3.2.1, March 2021)
5.2 Tracking Accuracy
Learning progress and completion data will be transmitted to the Customer LMS with commercially reasonable reliability.
6.1 Exclusions
This SLA does not apply to interruptions or errors arising from:
• Customer-side configuration or usage of the LMS
• Third-party platforms or network providers outside Packt’s control
• Force majeure events, including internet outages, natural disasters, and regulatory actions
• Scheduled maintenance that has been communicated in advance
6.2 Term and Termination
This SLA remains in force for the duration of the ExpertEdge Subscription Agreement. Termination of the subscription agreement will also terminate this SLA. Any provisions relating to confidentiality and limitation of liability will survive termination.
