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Service Level Agreement

Effective: 21th November 2023

We commit to a 99% uptime for our paid subscriptions. If we fall short of our 99% uptime commitment and your usage is affected, you may request a service credit to your account for future use.

To review current and historical uptime, visit Mobal status.

SLA Overview

Downtime

Downtime refers to the total minutes Mobal was unavailable during a calendar quarter (i.e. between 1st January and 31st March and every three-month period thereafter). Our downtime measurement is based on server monitoring tools, which include server error rates, ping test outcomes, and web server performance measures.

Downtime does not include:

  • Maintenance periods that are pre-scheduled.
  • Performance issues, slowness, or delays in specific features;
  • Features or products in pilot, alpha, beta, or similar stages;
  • Problems associated with external applications or third-party services;
  • Issues with external networks or hardware beyond our control, for example, poor routing configurations from your ISP to our server;

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Uptime commitment

Uptime  is the proportion of time Mobal was accessible out of the total possible time in a calendar quarter. We commit to maintaining at least 99% uptime:

[(total minutes in quarter - downtime) / total minutes in quarter] >99%

Scheduled downtime

To ensure Mobal operates optimally, maintenance is sometimes required. For any planned maintenance, we will provide a minimum 48-hour prior notification. The total planned maintenance will not exceed 72 hours in a calendar year.

Service credit

Should we not meet our uptime commitment, you can request service credits. These credits will amount to ten times the amount paid by the organization during the period of Mobal's unavailability.

To request service credits, you must send an email to hello@mobal.io using your registered Mobal email address.

Service credit requests are limited to a calendar-quarter basis and must be submitted within 15 days after a quarter's end. If a subscription ends on any other date than the last day of a calendar quarter, the requests must be submitted within 15 days of the subscription's end date.

All claims will be validated against our system logs. In case of any discrepancy over a claimed period of unavailability, we will provide you with the corresponding availability record. Such records are provided solely in response to legitimate claims.

Service credits:

  • Cannot be converted into cash;
  • Are limited to a maximum of 30 days of paid service;
  • Are conditional on all outstanding bills being settled;
  • Expire upon the termination of your client agreement;
  • Are not refunds;

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Service credits are the exclusive remedy for any breach of this SLA by us.

Updates

As our business evolves, we reserve the right to modify this Service Level Agreement.

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