Service Level Agreement

Please note this SLA only applies to enterprise clients that have the SLA included in their Software Agreement.

Part A: Service Level Agreement (SLA) Policy

1. Policy Purpose This policy outlines the expectations and commitments for service availability, response timelines, issue escalation, and resolution standards for all clients using the MFC Safe platform.

2. Scope Applies to all MFC Safe PaaS services, including Didge, temperature monitoring systems, gateways, and integrated components.

3. Uptime Guarantee

• MFC Safe commits to a monthly uptime percentage of 99.5% for production services.

• Scheduled maintenance will be communicated at least 48 hours in advance.

4. Severity Classifications & Response Targets

Severity Level	Description	Response Time	Resolution Time	Examples
Critical (1)	>30% of system functions impacted or total outage	< 1 hour	8 hours	Gateway failure, core API downtime
High (2)	10–30% functionality affected	< 4 hours	12 hours	Sensor bulk communication failure
Medium (3)	Minor degradation, <10% impact	< 12 hours	48 hours	Single sensor dropout, delayed reporting
Low (4)	Cosmetic issue or non-urgent configuration request	< 24 hours	72 hours	UI issue, non-critical setup requests

5. Escalation Protocol

• Step 1: Automated detection or customer notification via support channel.

• Step 2: Triage by support engineer, severity assessment logged.

• Step 3: Assigned to resolution team with communication to client.

• Step 4: Escalated to senior technical leadership if SLA thresholds are at risk.

• Step 5: Post-resolution analysis and client feedback loop.

6. Communication Channels

• Email: [email protected]

• Emergency Line (24/7 Critical): [email protected]

• Client portal ticketing system

7. Review & Audit

• SLA performance is reviewed quarterly.

• SLA breaches are logged and reviewed during internal quality audits.

8. Exceptions

• SLA does not apply to client-side equipment, third-party integrations outside of control, or Force Majeure events.

9. Review Cycle

• This policy will be reviewed annually or as business operations evolve.

Part B: SLA Breach Response Clause

1. Breach Notification

In the event that a Service Level is not met, MFC Safe will:

• Notify the Customer within the time, per severity level, of becoming aware of the breach.

• Provide an initial incident update including known impact and actions underway.

2. Investigation & Reporting

MFC Safe will investigate the root cause of the breach and, within 14 business days, deliver a written summary that includes:

• A description of the issue and impact.

• The root cause (where identified).

• Immediate remedial actions taken.

3. Corrective Measures

MFC Safe will take commercially reasonable steps to restore the affected service(s) to the agreed Service Levels and implement measures to reduce the likelihood of recurrence.

4. Remedies

The Customer’s sole and exclusive remedy for any failure to meet a Service Level will be one of the following, at MFC Safe’s discretion:

• Additional service time or priority support at no extra charge.

• A mutually agreed service credit applied to future invoices.

5. Limitations of Liability

MFC Safe will not be liable for:

• Any indirect, incidental, or consequential losses, including loss of profit, revenue, data, or business opportunity.

• Any breach caused by factors outside of MFC Safe’s reasonable control (including force majeure events and issues within the Customer’s systems or third-party dependencies).

• Total direct damages exceeding the licensing fees paid by the Customer in the three (3) months immediately preceding the breach.

6. Termination for Repeated Breach

The Customer may terminate the agreement without penalty if MFC Safe commits [three (3)] or more Critical Severity SLA breaches within any rolling 90-day period, provided that such breaches materially impact the Customer’s ability to use the service.