Service Level Agreement
Last updated: 2026-03-25. Version 1.0.
Service Commitments
| Metric | Target |
|---|---|
| Uptime | 99.5% monthly (measured excluding scheduled maintenance) |
| Scheduled maintenance | Announced 48 hours in advance, performed during off-peak hours (22:00–06:00 SAST) |
| Data backup | Automatic, continuous. Point-in-time recovery available |
| Incident response | Acknowledge within 4 hours (business hours), resolve within 24 hours for critical issues |
| Support channels | WhatsApp and email during business hours (08:00–17:00 SAST, Mon–Fri) |
| Data restoration | On request, restored within 4 hours |
Our Commitment
We are committed to keeping ClinicDiary available and reliable. If we fall short of our uptime target, we will do our best to resolve the issue as quickly as possible and communicate transparently throughout. We do not offer formal service credits — our focus is on preventing issues and fixing them fast when they occur.
Exclusions
The uptime commitment does not apply to downtime caused by:
- Force majeure events (natural disasters, war, government action)
- Issues caused by third-party services (Paystack, email providers, DNS)
- Scheduled maintenance within announced windows
- Customer-caused issues (incorrect configuration, data entry errors)