MOYOPAL SERVICE LEVEL AGREEMENT (SLA)

Effective Date: January 1, 2026

1. Uptime Commitment

Moyopal guarantees that the Klaimsafi API and Moyoflow Infrastructure will be available 99.9% of the time during any monthly billing cycle (the "Uptime Guarantee").

99.9% means we allow for maximum 43 minutes of downtime per month before we owe you a refund.

2. Definitions

"Downtime": A period where the Klaimsafi API returns a 5xx Server Error or fails to respond to valid requests for more than 5 consecutive minutes.
"Scheduled Maintenance": Updates notified at least 48 hours in advance. This does not count as Downtime.
"Force Majeure": Downtime caused by factors outside Moyopal's control, including but not limited to: Subsea fiber cuts, AWS/GCP region outages, Government internet shutdowns, or Acts of God.

3. Incident Severity Levels & Response Times

When you report an issue, our Support Team prioritizes it based on impact.

Severity Level	Description	Target Response Time
P1 - Critical	System Down. Total inability to process claims or schedule patients.	< 1 Hour (24/7)
P2 - High	Performance degraded. API latency > 5 seconds, but functional.	< 4 Hours (Bus. Hrs)
P3 - Normal	Minor bugs. UI glitches or non-critical errors.	< 1 Business Day
P4 - Low	Feature requests or general questions.	< 3 Business Days

4. Service Credits (The Penalty Clause)

If we fail to meet the Uptime Guarantee, you are eligible for Service Credits applied to your next invoice.

Monthly Uptime Percentage	Service Credit
< 99.9% but ≥ 99.0%	10% of Monthly Fee
< 99.0% but ≥ 95.0%	25% of Monthly Fee
< 95.0%	50% of Monthly Fee

Note: Credits are your sole remedy for downtime. We do not pay cash refunds.

5. Security & Data Backup

RPO (Recovery Point Objective): We backup databases every 1 hour. In a disaster, you lose maximum 1 hour of data.
RTO (Recovery Time Objective): We aim to restore full service within 4 hours of a catastrophic failure.