Service Level Agreement

Last updated: March 2026

Overview

This Service Level Agreement ("SLA") defines the service commitments provided by Mosyr for the HRMS platform. This SLA applies to all subscribed customers and forms part of the service agreement.

Service Availability

Mosyr commits to a service availability of 99.5% measured on a monthly basis, excluding scheduled maintenance windows. Availability is calculated as: (Total minutes in month - Downtime minutes) / Total minutes in month × 100. Downtime begins when the service becomes unavailable and ends when service is restored.

Support Response Times

We categorize support requests by severity and commit to the following initial response times:

  • Critical (service down): Initial response within 1 hour, resolution target within 4 hours
  • High (major feature impaired): Initial response within 4 hours, resolution target within 24 hours
  • Medium (minor feature impaired): Initial response within 8 business hours, resolution target within 3 business days
  • Low (general inquiry): Initial response within 24 business hours, resolution target within 5 business days

Scheduled Maintenance

Scheduled maintenance windows are set for Fridays between 12:00 AM and 6:00 AM (AST - Arabia Standard Time). We will provide at least 48 hours advance notice for scheduled maintenance. Emergency maintenance may be performed outside these windows with as much notice as reasonably possible.

SLA Exclusions

The following are excluded from availability calculations:

  • Scheduled maintenance windows with prior notification
  • Force majeure events including natural disasters, government actions, or Internet disruptions beyond our control
  • Issues caused by the customer's own systems, network, or third-party integrations
  • Service degradation caused by customer misuse or violation of the Terms of Use

Service Credits

If monthly availability falls below 99.5%, customers are entitled to service credits: below 99.5% — 5% credit of monthly fee, below 99.0% — 10% credit, below 95.0% — 25% credit. Service credits are applied to the next billing cycle and must be requested within 30 days of the incident. Credits will not exceed 25% of the monthly subscription fee.

Reporting and Transparency

Mosyr provides monthly uptime reports upon request. In the event of service disruption, we publish real-time status updates and post-incident reports detailing root cause analysis and preventive measures.

Contact

For SLA-related inquiries or to request service credits, please contact us at: [email protected]