Service Description

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Student academic data management and marking has never been easier.  

The OneStudent portal is designed to simplify the recording, management, monitoring and reporting of student academic results by making this task effortless. 

No more recording on numerous spreadsheets or unmanageable access databases or creating formulas to identify grades. 

The OneStudent portal provides schools with a cloud-based centralised information platform that is comprehensively operated and managed. 

High-availability and continuous replication of data ensures service continuity. High availability and replication within Australia are included in the service. 

We’re always searching for new ways to improve our product and services. Here are just a few of the ways we’re continually improving our technology, subject matter expertise, and commitment to ongoing innovation. 

Evergreen upgrades 

OneStudent is always evolving. We are in a persistent pursuit to provide the best experience so that you can manage your data with an ever-growing suite of features and functions. 

Your trusted partner 

We understand security is paramount for our customers. In this trust portal you’ll find information about how OneStudent keeps your information secure. 

A better return on your investment 

Our student number-based licensing model helps make it more affordable for any school to subscribe and implement OneStudent. 

OneStudent is offered on a student number-based licensing model. 

The service is available on term contracts for an annual service fee which is based on the OneStudent licensing model. 

Billing occurs annually in advance for the term of the agreement. For any additional services or add-ons such as configuration assistance, additional functionality, setup and data migration services, a separate Purchase Agreement will be formed and billed in advance.  

Additional add-ons or plan changes after the service is commissioned are billed in advance prorated to the anniversary date of the service. Plan changes and / or additional add-ons become part of the new minimum contracted service that a customer is charged for annually. 

All plans include basic support as well as maintenance. 

All service components are hosted on Microsoft Azure as platform-as-a-service (PaaS) offerings. 

Storage & backup components of the service are located in the Australia East region. 

Cloud Location 

OneStudent operates out of Microsoft Azure data centre in Australia East. 

Consulting services are considered extra and are charged at pre-agreed rates in addition to the service fee. 

Invoicing 

The annual service fee is billable in advance based on the minimum contracted service. 

Additional charges are invoiced on an annual prorated basis. 

Invoices are issued at the beginning of the month. 

Renewals 

One Student will automatically generate renewal invoices 30 days in advance of term expiry. 

The Service specifically excludes the following: 

• Initial data submission and data migration. 
• Network access or interconnection. 
• Customer-specific requirements. 
• Custom certificates and other customer specific hardware and software requirements. 
• Customer-specific solutions or system integration. 

Client Access 

OneStudent is designed to work with the following software: 

• The current version of Edge and Chrome desktop browsers. 
• The current version of Chrome for Android and IOS and Apple Safari on IOS. 
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To enhance security, all communication with the Service is conducted over a TLS connection. 

Although OneStudent does not recommend that you connect to the OneStudent portal by using older browsers and clients, we provide limited support so long as that software is supported by its manufacturer. 

Specifically, if you continue to use older browsers and clients: 

• OneStudent won’t deliberately prevent you from connecting to the service. 
• OneStudent won’t provide code fixes to resolve problems related to those clients, but it will offer security fixes as needed. 
• The quality of the user experience will diminish over time. 
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For the best experience using OneStudent, we recommend that you always use the latest browsers, Office clients, and apps. We also recommend that you install software updates when they become available. 

Azure Active Directory (Azure AD B2C) 

OneStudent leverages Azure AD B2C to authenticate and authorize end-users. Azure AD B2C is a pre-requisite for usage of the service. Azure AD B2C is used to manage role assignments that provide end-users access to the OneStudent portal through Azure AD B2C. 

Network Connection 

The OneStudent Portal is hosted entirely within Microsoft Azure and is available on the public Internet. One or more network connections to the public Internet will be required in order to connect a customer’s network to the Service. All communication with the service is conducted over a TLS secured connection. 

The OneStudent portal is available to customers 24 hours per day, 7 days per week, 365 days per year. 

From time to time the service may be impacted by maintenance windows. These windows will be communicated to customers via the Change Management process in advance. 

Downtime 

Any period of time when the OneStudent portal is unavailable, and the service is not in a maintenance window. Unavailable is defined as an end-user being unable to connect to the OneStudent portal (see service limitations for details). 

Service Limitations 

• Due to connectivity issues on the client premise or the premise from which an end-user is attempting to connect from 
• Due to factors outside our reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to our data centres, including at your site or between your site and the Azure data centre) 
• Due to redundancy limitations in the base Azure platform such as capacity and product availability issues that may arise during the partial or full outage of an Azure region 
• Caused by Microsoft in the base Azure Platform or by third party 
• That result from the use of services, hardware, or software not provided by us, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services 
• Caused by your use of a Service after we advised you to modify your use of the Service, if you did not modify your use as advised 
• During or with respect to preview, pre-release, beta or trial versions of a Service, feature or software (as determined by us) or to purchases made using subscription credits 
• That result from your unauthorised action or lack of action when required, or from your employees, agents, contractors, or vendors, or anyone gaining access to our network by means of your passwords or equipment, or otherwise resulting from your failure to follow appropriate security practices 
• That result from your failure to adhere to any required configurations, use supported platforms, follow any policies for acceptable use, or your use of the Service in a manner inconsistent with the features and functionality of the Service (for example, attempts to perform operations that are not supported) or inconsistent with our published guidance 
• That result from faulty input, instructions, or arguments (for example, excel formatting) 

To obtain our customers’ early feedback and involve them on our Product development process, OneStudent might make features available in a preview only mode. These features are made available to our customers with the following conditions. 

Preview Features: 

• Are not covered by the OneStudent Support. 
• May have limited or restricted functionality. 
• May be available only in selected geographical regions. 

Backup & Restore 

OneStudent has technical and operational controls in place to ensure that customer data is backed up in a secure and redundant manner. 

All OneStudent customer data is backed up at the following frequency: 

• Backups are taken every four hours and kept for an eight (8) hour period 
• At all times there are two (2) copies of data retained 

Backups are encrypted at rest using AES-256 bit encryption. 

These technical controls have been put in place to ensure that OneStudent customers incur minimal data loss in the event of a disaster or service outage. 

OneStudent recommends that on an incremental basis suited to the school requirements, that the school should take backups of data as you see fit, to meet any school business requirements. 

Service Continuity & Disaster Recovery 

OneStudent uses a variety of technical controls to maximize service availability. 

In addition, the following technical controls are in place to maximize service availability: 

• Service load balancing across compute clusters 
• Cloud-scale domain name systems (DNS) 
• Storage redundancy to ensure that critical service data, such as customer data, is stored across Australia east region data centres 

OneStudent tests service continuity and disaster recovery automation and procedures on an annual basis to ensure that these are in line with the RPO and RTO below. 

Recovery Point Objective 

The Recovery Point Objective (RPO) represents the maximum amount of time for which data loss may occur in the event of the service outage. 

OneStudent currently offers an RPO of eight (8) hours for OneStudent. 

Recovery Time Objective 

The Recovery Time Objective (RTO) represents the maximum amount of time before the service will become operational again after a service outage. 

OneStudent currently offers an RTO of forty-eight (48) hours for OneStudent. 

Limitations 

The above RTO commitment are not applicable in circumstances where the underlying base Azure platform is experiencing a complete outage in the Azure platform that OneStudent is hosted in. In such scenarios, the RTO commitment only becomes effective once the impacted Azure location has recovered from the outage.  

‍Security 

Security is paramount at OneStudent. 

OneStudent has a rigorous set of technical and policy-based controls in place to ensure that customer data is kept secure and confidential. These controls aim to comprehensively to cover the following areas: 

• Incident management & reporting 
• Security incident management & reporting 
• Change management 
• Employee security awareness training 
• Access control 
• Data segregation & isolation 
• Logging and auditing 
• Encryption standards 
• Physical security standards 

Maintenance Windows 

Maintenance windows enable planned service interruptions so that essential maintenance, repairs, housekeeping, or service upgrades can be carried out. 

Such windows will be raised and notified through the change management process. Notification will include, but not be confined to, the primary customer contact. 

Service Updates 

OneStudent is an evergreen service and service updates are regularly applied to OneStudent. Service updates incur no downtime and the OneStudent will remain available for the duration of the update being applied. 

In special circumstances, OneStudent may need to perform more complex service updates where the OneStudent becomes temporarily unavailable. In such cases, OneStudent will schedule a maintenance window. 

The service provides a fully managed service consisting of: 

• The OneStudent platform, which includes a secure managed networking, compute, storage, and platform infrastructure. 
• The background IT service and system management systems which are used to provide issue, problem, incident, change and release management. 

Systems Management 

A variety of systems are in-place to ensure that the systems that underpin OneStudent are properly managed and monitored. 

These consist of: 

• Help Desk System – Please send any issues or requests to mail@onestudent.com.au Clients can then log support requests and work with OneStudent support representatives. 
• In the Australian data centre, privileged accounts with access to sensitive data are only granted to Australian citizens. 
• Application Monitoring Tools. 
• Monitoring of critical application & infrastructure metrics. 
• Historical reporting for trend & capacity analysis. 
• Security Monitoring. 
• Source Control System – Platform for engineers to submit and peer review enhancements and bug fixes to the various components that make up the service .

OneStudent provides support services to OneStudent customers to ensure that any issues and questions encountered are resolved in a timely fashion. 

OneStudent offers a support model in which support tickets are handled by a support desk for increased responsiveness. 

Support desk is situated in Brisbane, all support issues are logged via email. Please send any issues or requests to mail@onestudent.com.au 

Support Response 

The following table describes the support response times. 

Service Request Priority Response Times 

• High: 1 business day 
• Normal: 2 business days 
• Low: 4 business days 

Service Requests & Priorities 

Service requests and technical support is only available business hours via email request. The following tables describes how the OneStudent support team assesses the priority of a new service request. 

A OneStudent support technician will assess new service requests and adjust the priority, if necessary, in line with the priority levels described below. 

• Priority Level High: Critical issue that is causing significant degradation or impact to business operations 
• Priority Level Medium: Request for technical advice or guidance. An issue with moderate impact to business operations, but the organisation can still function 
• Priority Level Low: A request for clarification. A minor issue with trivial impact to business operations.  

 Service Activation 

The OneStudent service activation process consists of capturing information in the inquiry form and various forms and documents that include the schools site and contact details. 

Information relevant to service activation includes items such as: 

• School details 
• Number of students 
• Administrator details 
• Customer details 

Depending on the customer needs the OneStudent offloading process service may incur additional costs charged on a cost recover basis. 

The activation process then consists of the following: 

• Appointment of an Onboarding Manager for the customer. 
• Onboarding kick-off meeting. 
• Provision of information. 
• Service delivery enablement and acceptance. 

Service Activation Pre-requisites 

The following are pre-requisites to on-boarding: 

1. Completed Inquiry form. 
2. Signed Customer purchase order. 

Additional Services 

The following services are additional to the standard activation process and require additional scoping and investment. 

• Migration Plan, Design and Implementation. The Migration Plan is a plan outlining the phasing of users onto the service, the major technical activities required, such as access planning, security requirements and a plan for the initial submission of records into the OneStudent service. 
• Other customer-specific onboarding activities. 

Offboarding 

The service off-boarding process consists of reviewing information in the OneStudent platform and determining the scope of data to be exported, if any. 

The service deactivation process then consists of the following: 

• Service deactivation according to the agreed plan. 
• Furnishing of final backups to customer, if required. 
• Final invoicing. 
• Customer satisfaction survey. 

At OneStudent we are committed to upholding the strictest security on information that we retain and also to ensuring that your information remains protected when our solutions communicate with you or on your behalf. 

We have made it our policy to encrypt and secure information that travels between our OneStudent service and user computers, information that travels between the components of our systems that communicate over the internet and for critical data at rest. 

This statement provides a summary on the use of encryption in the OneStudent service and in related OneStudent computer and communications systems. 

Information In Transit 

Transport Layer Security (TLS) secures communication transmitted over the Internet using standard encryption technology. Securing communication this way reduces the risk of interception, eavesdropping and forgery. 

In OneStudent, our TLS usage has the following attributes: 

• OneStudent uses TLS uniformly across all publicly available services – including our Azure hosted web services 
• OneStudent does not make use of transport layer security prior to TLS 1.2, such as SSL 3.0 or other previous versions with well-known vulnerabilities. 
• For internet communication OneStudent makes use of signing and encryption certificates issued by Public Certification Authorities using SHA-256 (SHA2) and a key length of 2048. Depending on the client a typical cipher negotiation would be AES256-SHA. 

Information & Data Storage 

OneStudent applies encryption at the following layers: 

• Transparent Data Encryption is applied to our Azure SQL (Postgres) clusters and instances to ensure that data stored is secure. All data stored by the service is secured via the Azure Storage Service through 256 bit AES encryption that is always on and cannot be turned off and is FIPS 140-2 compliant. Azure SQL for Postgres inherit network security and compliance from Microsoft Azure and provide a managed layered security model with DDoS protection, a secure gateway, SSL encrypted network traffic, native firewalls, native authentication, and finally all data is automatically encrypted by the service.  
• Backup Encryption is applied to all Azure SQL (Postgres) backups which are encrypted using AES 256-bit encryption. Backups are automatically managed by Azure. 

November 2022