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Defining our commitment to uptime, support response times, and service quality.
www.movo-x.com
+60 11-2122 5105
support@movo-x.com
[Contact Person]
[Address]
[City, State, Postcode]
This Service Level Agreement (“SLA”) defines the level of service expected by the Client from MOVO-X, including uptime guarantees, support response and resolution times, data handling obligations, and escalation procedures. This SLA is a binding addendum to the MOVO-X Monthly Service Agreement and is effective for the duration of the service contract.
Covers the MOVO-X web dashboard, patient registration portal, analytics platform, and all API endpoints. Measured monthly, excluding scheduled maintenance windows.
Next-business-day response for on-site kiosk hardware issues. Remote diagnostics initiated within support response times. Hardware replacement subject to parts availability.
If monthly uptime falls below 99.5%, the Client is entitled to a service credit of 5% of the monthly fee for each additional 0.5% of downtime, up to a maximum of 30% of the monthly fee.
| Priority | Description | Response | Resolution |
|---|---|---|---|
| P1 Critical | System down, patients unable to check in | 1 hour | 4 hours |
| P2 High | Major feature broken (e.g., WhatsApp, EHR sync) | 4 hours | 1 business day |
| P3 Medium | Minor issue, workaround available | 1 business day | 3 business days |
| P4 Low | Enhancement request or cosmetic issue | 3 business days | Next release |
* Response times are measured during business hours: Monday–Friday, 9:00 AM – 6:00 PM MYT, excluding Malaysian public holidays. P1 Critical issues are monitored 24/7.
Dedicated support group with MOVO-X team. Fastest response for all priority levels.
For formal requests, documentation, and non-urgent issues. Tracked with ticket numbers.
For P1 Critical issues during off-hours. Direct line to on-call engineering.
All patient data is encrypted at rest (AES-256) and in transit (TLS 1.3). Database backups are encrypted with separate key management.
Fully compliant with Malaysia's Personal Data Protection Act 2010. Data collection, processing, and storage adhere to all seven PDPA principles.
All data is stored in ISO 27001 and SOC 2 certified data centres. Infrastructure is hosted on enterprise-grade cloud platforms with redundancy across availability zones.
The clinic retains full ownership of all patient data at all times. Data is exportable in standard formats (CSV, JSON) at any time via the admin dashboard or upon request.
Upon contract termination, all clinic data will be securely returned to the client and permanently deleted from MOVO-X systems within 30 calendar days. A certificate of data destruction will be provided.
Window: Sundays, 2:00 AM – 4:00 AM MYT
Notice: Minimum 48 hours advance notification via WhatsApp group and email
Frequency: As needed, typically 1–2 times per month
Window: As required to address critical security or stability issues
Notice: Immediate notification upon commencement via WhatsApp group
Duration: Kept to minimum necessary; updates provided every 30 minutes
This SLA does not apply to service disruptions caused by:
If the Client is unsatisfied with the support response or resolution, issues may be escalated through the following hierarchy:
This SLA will be reviewed quarterly during scheduled review calls. Either party may propose amendments in writing, which will take effect 30 days after mutual written agreement. MOVO-X reserves the right to improve service levels without prior notice, provided such changes do not negatively impact the Client.
By signing below, both parties acknowledge and agree to the service levels, support commitments, and data handling obligations defined in this Service Level Agreement. This SLA is effective as of the date of the last signature and remains in force for the duration of the associated Service Agreement.