Service Level Agreement (SLA)

MDGenius AI commits to 99.9% platform uptime for all production services, excluding scheduled maintenance windows. This equates to no more than approximately 8.7 hours of unplanned downtime per year.

Scheduled maintenance will be conducted between 2:00 AM and 5:00 AM ET on Sundays. We will provide 72 hours advance notice for any maintenance expected to exceed 30 minutes.

• Critical (system down): Response within 1 hour, resolution within 4 hours
• High (major feature impaired): Response within 4 hours, resolution within 24 hours
• Medium (minor feature impaired): Response within 8 hours, resolution within 72 hours
• Low (general inquiries): Response within 2 business days

If uptime falls below the SLA commitment, eligible clients may receive service credits: 10% credit for 99.0 to 99.9% uptime; 25% credit for below 99.0% uptime.