At Valore Campus, we believe the reliability of our technology, responsiveness of our team, and transparency of our communication are critical to student success and institutional trust. Our performance commitments reflect the standards we hold ourselves to in every partnership.
System Availability
Our eCommerce and POS platforms are hosted on Amazon Web Services (AWS) across multiple Availability Zones, ensuring resilience and redundancy. We guarantee 99.5% system availability annually. This level of uptime is aligned with AWS’s SLA and Fiserv/CardConnect’s payment processing SLA. Planned maintenance windows are scheduled outside peak campus periods and communicated in advance. See our technology page for more information about AWS, Fiserv, and uptime.
Incident Response & Resolution
We classify issues by severity and respond accordingly:
Critical Outage (system down, payment disruption, or peak-term issue):
Response within 30 minutes, continuous updates until resolution.
High Priority (major functionality impact, no workaround):
Response within 2 hours, resolution or escalation within 1 business day.
Standard (minor issue, workaround available):
Response within 1 business day, resolution as prioritized.
Communication & Transparency
Notifications are issued to campus stakeholders when incidents occur. Updates are provided at regular intervals until resolution. For critical outages, a post-incident report is delivered, including root cause analysis and preventative steps.
Support & Availability
24/7 support for critical system issues. Standard business hour support for non-urgent requests. Live access to our operations and technology teams via Slack, Google Meet, email, and phone. On-site Regional Manager and corporate support during high-volume periods (rush, orientation, commencements).
Performance Benchmarks
POS transaction processing: <2 seconds per transaction.
eCommerce platform load times: <3 seconds average.
Online course material orders fulfilled within 24 business hours of placement.
Data Integrity & Security
All transactions are protected by PCI DSS 4.0 compliant systems with point-to-point encryption via Fiserv/CardConnect. No cardholder data is stored, processed, or transmitted on our systems. We achieve full alignment with university IT security protocols.
Continuous Improvement
We conduct quarterly reviews with campus stakeholders to review performance, student feedback, and service innovations. Feedback loops (live, digital, and survey-based) ensure our service evolves with campus needs.
