Service levels
What an institution can expect of the service, and what happens when something goes wrong.
Availability
The monthly availability commitment for your institution is the figure stated in your order.
Available means a candidate can verify, start, sit and hand in an examination, and your staff can reach the consoles. Time is measured across the whole month, excluding planned maintenance and events outside our reasonable control, including a failure of the candidate’s own device or connection.
Maintenance
Planned maintenance that could interrupt the service is announced at least five days ahead and is never scheduled inside an examination window you have set up on the platform.
Protecting a sitting
Answers are saved as a candidate works. A candidate who loses a connection resumes where they stopped, with their answers kept. If a fault of ours stops a sitting from being completed, the credit for that sitting is returned.
Support
Write to admin@examlense.com. During an examination window, tell us in advance and we arrange cover for it. A fault that stops candidates sitting is treated as urgent and worked on until it is resolved.
Incidents
We tell affected institutions of an incident as soon as we know its effect, keep them informed until it is over, and send a written account afterwards. A cybersecurity incident is also reported to the national response team within twenty-four hours of detection, as the Cybersecurity Act, 2020 (Act 1038) requires, and a compromise of personal data is handled as the data processing agreement sets out.
If we fall short
Write to us within thirty days of the month in question. Where the commitment was missed, the remedy is the service credit stated in your order.