MSE-90 · Draft for counsel
Service levels
What a business customer can expect when its plan or order includes a service level, and how each commitment will be measured before it is made.
No service level is offered today.
The platform has not yet carried real users, so no availability has been measured and no support queue has run. The structure below is ready; every target, hour, credit and period is shown as [to be set] and will be published only once it has been measured. Consulting and delivery engagements can include their own response terms now, agreed in the statement of work.
How a target is set
Indicator: what is measured. Objective: the internal target. Agreement: the external promise, with consequences. The published commitment always sits below the internal objective it rests on.
- 1Load test baseline
- 2Proposed internal objective
- 3Shadow run in staging
- 4Objective made binding
- 5Met for a full window
- 6Commitment set below it
- 7Published here
Who it applies to
| Relationship | When it applies | Earliest stage |
|---|---|---|
| Business customer of Momin OS | Where the plan or order includes a service level | When paid plans open to other organisations |
| Enterprise customer | Where a negotiated agreement includes a service level schedule | After platform certification and a signed agreement |
| Consulting or delivery client | Where a statement of work includes the engagement terms | Available with any engagement, once agreed |
| Member, learner or free-plan user | Not covered; complaints follow the Terms of Service | Not applicable |
What is measured
Measured from the platform's own records.
| Indicator | What it counts | Where |
|---|---|---|
| Availability | Valid requests to a covered service that succeeded, as a share of all valid requests, each calendar month in UTC | At the platform's gateway |
| Support response | Time from a ticket being received to the first response from a person (an automated acknowledgement does not count) | Support ticketing |
| Update interval | Time between progress updates on an open ticket | Support ticketing |
| Workaround or resolution | Time from receipt to service restored or a workaround provided | Ticketing and the incident record |
Covered services
| Area | Default | Why |
|---|---|---|
| Sign-in, organisation and access control | Covered | Without them nothing else works |
| Core Momin OS modules in the plan | Covered | They carry the customer's daily work |
| Payment collection through the platform | Platform's part only | The payment provider's service is outside our control |
| AI features, including Ask Momin | Not covered by availability | Designed to fail without stopping core work; faults can still be raised as tickets |
| Third-party integrations | Not covered for the third party's part | Outside our control |
| Preview, pilot or early-access features | Not covered | They may change or be withdrawn |
Severity levels
The customer proposes a severity; we confirm it on the same scale we use for our own incidents, and the higher level applies in doubt.
| Severity | What it means | Examples |
|---|---|---|
| Severity 1 | A covered service is unavailable, or your data is at risk, with no workaround | No user can sign in; another organisation's records are visible; payments recorded incorrectly |
| Severity 2 | A covered service is seriously degraded, or a major feature is unavailable for many users | Sign-in failing for many users; bookings cannot be confirmed |
| Severity 3 | Partial degradation with a workaround, or an uncovered feature unavailable | Search slow but working; an AI feature unavailable |
| Severity 4 | A minor issue or a question with no effect on your work | A display error; a how-to question |
Response and update targets
First response and update targets will be commitments; workaround targets are reasonable-efforts targets. No resolution time is promised (SLA-D-06).
| Severity | First response | Progress updates | Workaround |
|---|---|---|---|
| Severity 1 | [to be set] | [to be set] | [to be set] |
| Severity 2 | [to be set] | [to be set] | [to be set] |
| Severity 3 | [to be set] within support hours | On material change | [to be set] business days |
| Severity 4 | [to be set] within support hours | On closure | Normal prioritisation |
Support hours: [to be set], in the time zone of the customer's market. The clock pauses while a ticket waits on the customer.
Service credits
A credit measures the service you did not receive; it is applied to your next invoice and capped.
| Monthly availability | Credit |
|---|---|
| At or above the target | None |
| Below the target, at or above [first threshold] | [to be set] of the monthly fee |
| Below [first threshold], at or above [second threshold] | [to be set] of the monthly fee |
| Below [second threshold] | [to be set] of the monthly fee |
Claimed in writing within [to be set] after the month ends. If availability falls below [to be set] repeatedly, the customer may end the affected service and receive a refund of fees paid in advance. Security incidents and personal-data breaches are governed by the Data Processing Agreement and are not limited by any target here.
Exclusions
- Scheduled maintenance within its limits, and emergency maintenance for a security threat.
- Failures caused by the customer, its users or systems, or its own network and devices.
- A third-party service the customer chose to connect, or a provider's part outside the platform.
- Suspension in line with the agreement; preview, pilot or early-access features.
- Events beyond reasonable control, as the agreement defines them.
Consulting and delivery engagements
Engagements depend on people and decisions, not availability. These terms apply where the statement of work says so, without credits unless it states otherwise.
- A message from your named contact is acknowledged within [to be set] business days, with a reply or a date for one.
- A written progress report at the interval in the statement of work; weekly is the normal rhythm.
- Comments on a returned deliverable: we confirm within [to be set] business days how and when they will be addressed.
- Retainer requests are acknowledged and scheduled against the allowance; work beyond it starts only with your written agreement.
Common questions
- Is a service level available today?
- Not yet. The structure is ready; targets are published once measured.
- What uptime do you promise?
- The figure for each service level is published once measured. Nobody may quote one before then.
- Are AI features covered?
- Not by availability commitments. Faults in them can still be raised as tickets.
- Is a credit paid in cash?
- No. It is applied against your next invoice.