This Service Level Agreement ("SLA") defines the service availability commitments, support response times, and remedies provided by MoveTara ("we", "us", "our") to all active subscribers of the MoveTara platform. This SLA is part of and subject to our Terms of Service.

1. Service Availability

Uptime calculation:

Monthly Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100

2. Uptime Commitment by Service

Service Component	Uptime Target	Measurement
Web Dashboard (movetara.com)	99.5%	HTTP 200 response from health endpoint
Mobile App API	99.5%	API response within 5 seconds
Authentication Service	99.5%	Login/session endpoints available
Push Notifications	99.0%	FCM delivery (dependent on Google infrastructure)
Database	99.5%	Read/write operations within 2 seconds

3. Scheduled Maintenance

Scheduled maintenance is not counted as downtime. We commit to the following:

• Advance notice of at least 24 hours for planned maintenance
• Maintenance windows preferably scheduled during 12:00 AM – 5:00 AM IST
• Maximum of 4 hours per scheduled maintenance window
• No more than 2 scheduled maintenance windows per month
• Maintenance notifications sent via email and in-app notification

4. Service Credits

If we fail to meet our uptime commitment in any calendar month, affected subscribers are entitled to service credits as follows:

Monthly Uptime %	Service Credit
99.0% – 99.5%	5% of monthly subscription fee
95.0% – 98.99%	15% of monthly subscription fee
90.0% – 94.99%	25% of monthly subscription fee
Below 90.0%	50% of monthly subscription fee

Service credits are applied to the next billing cycle. Credits do not exceed 50% of the monthly subscription fee. Credits must be requested within 14 days of the affected month.

5. Support Response Times

Severity	Description	First Response	Resolution Target
Critical	Platform completely unavailable, data loss, security breach	1 hour	4 hours
High	Major feature broken (login, payments, tenant management), significant performance degradation	4 hours	24 hours
Medium	Non-critical feature issue, UI bugs, minor errors with workaround available	12 hours	3 business days
Low	Feature requests, questions, cosmetic issues, documentation updates	24 hours	Best effort

Support hours: Monday – Saturday, 9:00 AM – 7:00 PM IST. Critical severity issues are monitored outside business hours.

6. Support Channels

• Email: support@movetara.com — all severity levels
• In-App: Complaint / Support section within the MoveTara app — Medium and Low severity
• Emergency: security@movetara.com — Critical security issues only

7. Exclusions

The following are not covered under this SLA:

• Downtime caused by third-party services beyond our control (Supabase infrastructure, Firebase/FCM, ISP outages)
• Force majeure events (natural disasters, government actions, wars, pandemics)
• Issues caused by customer's own network, devices, or browser compatibility
• Scheduled maintenance windows (with proper advance notice)
• Features explicitly marked as "Beta" or "Preview"
• Abuse or misuse of the platform in violation of our Terms of Service

8. Data Backup & Recovery

• Automated database backups run every 24 hours
• Point-in-time recovery available for the last 7 days
• Backup data is encrypted and stored in a separate geographic region
• Recovery Time Objective (RTO): 4 hours for full platform recovery
• Recovery Point Objective (RPO): 24 hours (maximum data loss in worst case)

9. How to Request Service Credits

To request a service credit for downtime:

• Email support@movetara.com with subject "SLA Credit Request"
• Include the date(s) and time(s) of the downtime you experienced
• Include your account email and subscription plan
• Requests must be submitted within 14 days of the affected month

We will review your request and respond within 5 business days.

10. SLA Modifications

We may update this SLA from time to time to reflect changes in our infrastructure and capabilities. Material changes will be communicated via email at least 30 days before taking effect. The updated SLA will be posted at this URL with a revised "Last Updated" date.