Service Level Agreement
1. Platform Uptime Guarantee
MedStock commits to providing a commercially reasonable continuous availability of our B2B marketplace and financing APIs. We guarantee a Monthly Uptime Percentage of 99.9% for all critical infrastructure (Dashboard access, Trade execution, Checkout financing).
If MedStock does not meet this SLA, verified Retailers and Wholesalers may be eligible to receive service credits applied against upcoming financing fees.
2. Scheduled Maintenance Windows
To ensure the highest levels of security and platform stability, MedStock occasionally performs scheduled maintenance. Standard maintenance windows are scheduled during low-traffic periods:
- Standard Window: Sundays between 1:00 AM and 4:00 AM (East Africa Time).
- Notification: We will notify all active users at least 48 hours in advance of any maintenance expected to cause downtime exceeding 15 minutes.
3. Support Response Tiers
We provide dedicated support channels to resolve technical or financial disputes rapidly. Response times depend on the severity of the issue:
| Severity | Initial Response | Target Resolution |
|---|---|---|
| Priority 1 (Critical) | Within 15 minutes (24/7) | 4 Hours |
| Priority 2 (High) | Within 2 hours (Business Hours) | 24 Hours |
| Priority 3 (Normal) | Within 1 Business Day | 3 Business Days |
4. Severity Level Definitions
- Priority 1 (Critical): Complete platform outage, inability to access dashboard, or critical security breach impacting multiple users.
- Priority 2 (High): Core feature degraded (e.g., unable to process loan disbursement, CRB syncing failed) but platform remains accessible.
- Priority 3 (Normal): General inquiries, UI bugs, profile update requests, or non-time-sensitive account queries.
5. SLA Exclusions
SLA commitments do not apply to service interruptions caused by events outside MedStock's reasonable control. Exclusions include force majeure events, nationwide telecommunications outages, upstream cloud provider incidents, customer-side network failures, unsupported browser environments, and downtime caused by customer misuse or security breaches in customer systems.
Downtime attributable to scheduled maintenance communicated in advance, emergency security patching, or regulatory shutdown directives is excluded from uptime calculations.
6. Service Credit Request Process
To request service credits, an authorized account administrator must submit a written claim to support@medstock.co.ke within 30 calendar days of the incident month.
- Required Information: affected account name, incident date/time window, impacted workflows, and supporting evidence (screenshots or logs).
- Verification: MedStock will validate claim data against platform monitoring records and incident reports.
- Application: Approved credits are applied to future financing fees and cannot be redeemed as cash refunds unless required by law.
7. Incident Communications & Escalation
For Priority 1 incidents, MedStock provides continuous status communications through in-app alerts, email, or designated operational contacts until service restoration.
- Initial incident acknowledgement with provisional scope and mitigation steps.
- Periodic progress updates at reasonable intervals based on incident severity.
- Post-incident summary including root cause, corrective actions, and prevention measures where appropriate.