Service Level Agreement
Our commitment to your clinic
This SLA describes the uptime, response, and remediation promises MedOS makes to every paying clinic. Last updated April 2026.
Uptime commitment
99.5% monthly
Measured Monday 00:00 IST through Sunday 23:59 IST, calendar month. Excludes scheduled maintenance announced at least 24 hours in advance, third-party upstream outages (Razorpay, MSG91, ABDM gateway), and force-majeure events.
Incident response
| Severity | Definition | First response | Resolution target |
|---|---|---|---|
| P0 | All clinics affected, data loss risk, payment outage, security breach in progress | 15 minutes | Within 4 hours |
| P1 | Single clinic blocked, billing module down, PHI access broken | 30 minutes | Within 24 hours |
| P2 | Workflow degraded but workable | 2 hours | Within 7 days |
| P3 | Cosmetic, polish, single user complaint | Next business day | Sprint cycle |
Incident communications are posted at med-os.in/status and emailed to each affected clinic's registered ADMIN email.
Service credits
If we breach our 99.5% monthly uptime target, we proactively credit your account — you do not need to ask.
- 1 day of service extension for every 0.5% below target.
- Maximum credit per month: 7 days.
- Credits are applied to your next billing cycle automatically.
- Credits do not stack with refunds for the same incident.
Data commitments
- Data residency. All patient and clinical data is stored in AWS Mumbai (ap-south-1). No data leaves India.
- Encryption. AES-256-GCM field-level encryption for PHI; TLS 1.3 in transit; encrypted backups.
- Daily backups. Per-clinic encrypted backup to Cloudflare R2; weekly automated restore drill verifies recoverability.
- DPDP §11 (data export). Full patient data export delivered within 30 days of a verified request.
- DPDP §12 (erasure). Soft-delete on request, hard-delete after a 30-day reversibility window.
- Retention. When a clinic ends its subscription, data is retained for 90 days, then permanently purged (DPDP §10).
What this SLA does not cover
- Custom feature development (separate scope of work).
- Data migration from legacy systems (separate engagement).
- Outages caused by upstream providers (Razorpay, MSG91, Cloudflare regional outages, Government gateway downtime for ABDM/PM-JAY/NIC e-invoice).
- Customer-side issues: local internet, device problems, browser bugs we cannot reproduce.
- Force majeure (war, regulatory shutdown, natural disaster).
- Clinic accounts past their billing grace period (suspended accounts are not covered).
Reporting an issue
If you believe MedOS has failed to meet this SLA, please contact us so we can investigate and apply the appropriate credit.
MedOS Health Technologies · This SLA may be updated; the current version is always at med-os.in/sla. Material changes notified to all customers 30 days in advance.