Service Level Policy

For production subscriptions that include an availability commitment, the monthly availability target is 99.9%, measured at the service edge and excluding the exceptions below. The binding target, service credits, measurement method, and covered products are those stated in the customer's order form or SLA.

Availability calculations exclude scheduled maintenance communicated in advance, emergency maintenance, beta or trial features identified as such, customer systems or integrations, internet and third-party provider failures outside our reasonable control, misuse, configuration errors, force majeure events, and suspension permitted under the agreement.

We aim to schedule routine maintenance during lower-traffic periods and provide advance notice when practical. Emergency maintenance may occur without advance notice when needed to protect security, data integrity, or service stability. Maintenance notices and incident updates are delivered through the channels designated for the customer account.

Support availability, response targets, escalation paths, and support channels depend on the customer's plan. Unless an order form says otherwise, support requests may be sent to hello@medspaos.com. A response target is not a promise to resolve every issue within that period.

We classify incidents by impact, work to restore service safely, and provide updates when material information changes. After a significant incident, we may provide a summary of cause, impact, remediation, and prevention steps to affected customers under the applicable agreement.

Service credits are the exclusive remedy for an availability commitment unless the applicable agreement says otherwise. Credits are not automatic, must be requested within the stated claim period, and are subject to the calculation and cap in the customer's signed SLA or order form. This public policy does not itself create a credit entitlement.