This Service Level Agreement (“SLA”) sets out the service commitments, responsibilities, limitations, and support terms for the use of EdcoreTMS by the subscribing training provider or organisation (“Client”).
EdcoreTMS provides a cloud-based Training Management System for managing course runs, student registrations, attendance records, trainer assignments, invoicing, operational workflows, and reporting functions.
EdcoreTMS will make reasonable commercial efforts to maintain platform availability and operational uptime. Planned maintenance, emergency fixes, internet disruptions, third-party API outages, hosting failures, and events beyond reasonable control are excluded from uptime commitments.
| Severity | Description | Target Response |
|---|---|---|
| Critical | Core system functionality unavailable. | Within 1 business day |
| High | Major operational impact with workaround available. | Within 2 business days |
| Normal | General support or non-critical issue. | Within 3–5 business days |
EdcoreTMS may assist in recording, preparing, tracking, or transmitting grant-related information. However, EdcoreTMS does not guarantee approval, reimbursement, funding eligibility, payment, or grant disbursement by SkillsFuture Singapore (“SSG”) or any government authority.
Responsibility for pursuing, verifying, following up, rectifying, appealing, or monitoring grants and funding claims rests solely with the respective Registered Training Provider (“RTP”) or Client.
EdcoreTMS shall not be liable for rejected claims, delayed payments, reduced funding, audit clawbacks, penalties, trainee ineligibility, employer ineligibility, submission errors, regulatory changes, or any non-disbursement of grants or subsidies.
EdcoreTMS may integrate with third-party systems including payment gateways, SMS providers, email services, accounting platforms, or government APIs. EdcoreTMS is not responsible for downtime, data mismatches, policy changes, or failures caused by third-party providers.
The Client remains fully responsible for verifying all operational, financial, attendance, enrolment, and regulatory information generated or stored within EdcoreTMS prior to official use or submission.
To the fullest extent permitted by law, EdcoreTMS shall not be liable for indirect, consequential, incidental, financial, reputational, regulatory, grant-related, or loss-of-profit damages arising from the use or inability to use the system.
Total liability, if any, shall be limited to the subscription fees paid for the affected service period unless otherwise agreed in writing.
EdcoreTMS reserves the right to perform maintenance, upgrades, security patches, infrastructure updates, and feature modifications where necessary.
Both parties shall take reasonable measures to protect confidential information obtained during the provision or use of EdcoreTMS services.
Services may be terminated in accordance with the applicable quotation, subscription agreement, or written commercial arrangement.
AtomaXR Pte Ltd(owner of the TMS), does not allow exporting past data after a termination notice is received.
Data exports, where supported are limited to: Student Name,Company Name,Course Title,Course Start Date, Course TPG ID. Only *.csv will be provided.
Continued use of EdcoreTMS constitutes acceptance of this Service Level Agreement and its limitations.