Service Level Agreement (SLA)

This Service Level Agreement ("SLA") sets forth uptime and support response commitments for the production-hosted components of the Fastclinic enterprise platform ("Production Services") provided by FASTCLINIC LIMITED to customers who have purchased an eligible subscription tier identified in an applicable Order. If your Order specifies different metrics or credits, the Order controls for those items only.

This SLA does not create obligations for on-premises deployments, beta or preview features, third-party integrations, or professional services unless expressly stated in writing.

• Downtime: cumulative minutes in a calendar month during which the core Production Services are unavailable for authenticated API or web application access, excluding Excluded Minutes (defined below).
• Monthly Uptime Percentage: calculated as: (Total minutes in month − Downtime) / Total minutes in month × 100%.
• Incident: an unplanned degradation or outage affecting Production Services.
• Business Hours: 09:00–18:00 West Africa Time (WAT), Monday to Friday, excluding Nigerian public holidays, unless your Order specifies extended coverage.

We will use commercially reasonable efforts to maintain a Monthly Uptime Percentage of at least 99.9% for the Production Services, measured per region or deployment instance as described in your technical appendix, if any.

Achieving 99.9% monthly uptime permits approximately forty-three (43) minutes of Downtime per thirty-day month before a service credit may apply under Section 6, subject to exclusions.

Uptime is measured using our internal monitoring systems from multiple external vantage points and synthetic health checks against documented API and application endpoints. We aggregate results monthly. If you dispute measurements, you may open a ticket within fifteen (15) days of month-end with relevant logs; we will review in good faith and provide a written explanation.

Partial degradation (for example, elevated latency or non-core module impairment) may be treated as a severity-based support matter rather than Downtime unless it prevents material use of the subscribed core workflow as defined in your Order.

After you open a support ticket through the designated channel and provide requested diagnostic information, we target the following initial response times during Business Hours:

• Severity 1 — Critical: Production Services wholly unavailable or data integrity at imminent risk for multiple users: one (1) hour.
• Severity 2 — Major: Material degradation of core features affecting a substantial portion of users: four (4) hours.
• Severity 3 — Minor: Limited impact, workaround available: one (1) business day.
• Severity 4 — General: Questions, feature requests, or cosmetic issues: two (2) business days.

Resolution times depend on root cause and your cooperation; the table above addresses first meaningful response only. Premium support tiers may include 24/7 coverage and shorter targets as stated in the Order.

If Monthly Uptime Percentage falls below 99.9% but is at least 99.0%, you may request a credit equal to 10% of the monthly subscription fees attributable to the affected Production Services for that month. If Monthly Uptime Percentage falls below 99.0%, the credit increases to 25% of those fees.

Credits are applied against future invoices (or refunded if no future invoice is due within ninety (90) days), are exclusive of taxes, and are your sole and exclusive remedy for SLA failures, subject to limitations in your master agreement. Credits are not cash equivalents except as stated herein.

To claim a credit, you must submit a written request within thirty (30) days after the end of the month in which the Downtime occurred, including your account identifier and incident ticket references. Credits may not be cumulated with credits for the same period under duplicate provisions.

We may perform planned maintenance that temporarily affects availability. Where practicable, we will schedule maintenance during low-traffic windows (typically Sundays 02:00–06:00 WAT) and provide at least forty-eight (48) hours' notice for expected customer-visible impact, except for emergency security maintenance.

Scheduled maintenance minutes that are communicated in advance and emergency security patches are excluded from Downtime calculations.

Excluded Minutes (not counted as Downtime) include, without limitation:

• Planned maintenance and emergency maintenance as described above;
• Issues caused by your networks, devices, DNS, third-party identity providers, or misconfiguration;
• Suspension for non-payment, breach, or legal requirement;
• Force majeure events, including internet-wide failures, strikes, or government action;
• Beta, preview, or optional modules not designated as production SLA-covered in your Order;
• Dependencies on third-party cloud regions or services outside our reasonable control, except where we have committed to specific redundancy in writing;
• Brief errors affecting a single user session or edge cases below de minimis thresholds published in our status page methodology.

If you believe an Incident has not been prioritised correctly, you may escalate through your named customer success contact or to contact@fastclinic.xyz with subject line "SLA Escalation," including ticket numbers and business impact. We will assign a manager to review within one (1) business day.

This SLA forms part of the agreement between the parties. If your Order, data processing agreement, or enterprise framework agreement conflicts with this SLA, the conflicting provision in the signed enterprise document prevails. FASTCLINIC LIMITED is incorporated in Nigeria under CAMA 2020; contractual interpretation remains governed by the governing law clause in your Terms unless otherwise agreed.