Service Level Agreement
Effective Date: 1 September 2026
Product: RehabDesk AI
Document Type: Service Level Agreement
Applies To: Clinics with active paid subscriptions (Starter and Pro AI Growth Suite plans)
Effective Date: 1 September 2026
Last Updated: 1 September 2026
1. Introduction
This Service Level Agreement ("SLA") defines RehabDesk AI's commitments to subscribers regarding service availability, performance targets, support response times, and the remedies available when those commitments are not met. This SLA is incorporated into and subject to our Terms and Conditions.
This SLA applies only to paid subscribers. It does not apply during trial periods.
2. Service Availability (Uptime Commitment)
2.1 Uptime Target
RehabDesk AI targets 99.9% monthly uptime for the core application (patient management, billing, session tracker, and team management features).
| Plan | Monthly Uptime Target | Maximum Permitted Downtime per Month |
|---|---|---|
| Starter | 99.9% | ~43 minutes |
| Pro AI Growth Suite | 99.9% | ~43 minutes |
2.2 How Uptime Is Calculated
Monthly Uptime = (Total minutes in month - Downtime minutes) / Total minutes in month x 100
"Downtime" means a period during which the core application is completely inaccessible to authenticated users, excluding Scheduled Maintenance and Excluded Events (see Section 2.4).
Uptime is calculated on a calendar month basis.
2.3 Partial Feature Availability
The following features depend on third-party platforms and are subject to those platforms' availability. Unavailability of these specific features does not count toward our core uptime calculation:
- WhatsApp delivery of invoices and broadcasts (depends on Meta WhatsApp Cloud API availability)
- Instagram AI chatbot (depends on Meta Instagram Graph API availability)
- Google Business Profile integration features (depends on Google Business Profile API availability)
- PDF invoice generation (depends on our PDF rendering infrastructure)
We will make commercially reasonable efforts to restore these features promptly when third-party dependencies cause disruption, but third-party platform outages are outside our control.
2.4 Excluded Events (Not Counted as Downtime)
The following events are excluded from the uptime calculation:
- Scheduled Maintenance: Maintenance windows of which you have been given at least 48 hours advance notice. Scheduled maintenance will be performed outside Indian business hours (typically between 01:00–05:00 IST on weekdays or on weekends) where operationally possible.
- Emergency Maintenance: Urgent security patches or critical bug fixes. We will notify you as soon as possible before or during emergency maintenance.
- Third-party platform outages: Unavailability caused by Supabase, Meta, Google, Stripe, or any other third-party dependency.
- Circumstances beyond our reasonable control (Force Majeure): Natural disasters, government actions, widespread internet infrastructure failures.
- Misuse: Downtime caused by your violation of our Terms and Conditions or Acceptable Use Policy.
- Planned data migrations: With at least 72 hours notice.
3. Uptime SLA Credits
3.1 Credit Schedule
If we fail to meet the monthly uptime target and the failure is not due to an Excluded Event, you are eligible for a service credit applied to your next billing cycle:
| Monthly Uptime Achieved | Service Credit |
|---|---|
| 99.0% to 99.9% | 10% of that month's subscription fee |
| 95.0% to 98.9% | 25% of that month's subscription fee |
| Less than 95.0% | 50% of that month's subscription fee |
3.2 How to Claim an SLA Credit
To claim an SLA credit:
- Submit a credit request to support@rehabdesk.app within 15 calendar days of the end of the month in which the downtime occurred.
- Include your clinic name, registered email, and a description of the downtime experienced.
- We will review your claim within 7 business days.
3.3 Credit Limitations
- SLA credits are your sole and exclusive remedy for failure to meet the uptime commitment.
- Credits do not entitle you to a cash refund; they are applied as account credits toward future subscription fees.
- Total credits in any single month shall not exceed 50% of that month's subscription fee.
- Credits are not available if you are in arrears on payment.
4. Support
4.1 Support Channels
| Channel | Availability | Use Case |
|---|---|---|
| Email support | Business days (Mon–Sat), 9:00 AM–7:00 PM IST | General queries, billing questions, non-urgent issues |
| In-app help / chat | Business days, 9:00 AM–7:00 PM IST | Quick operational questions, guided setup |
| Emergency security contact | 24/7 | Data breaches, security incidents, complete outages |
Support is provided in English and Hindi.
Support email: support@rehabdesk.app
Emergency/security: support@rehabdesk.app
4.2 Support Response Times
| Issue Priority | Definition | First Response Target | Resolution Target |
|---|---|---|---|
| Critical | Complete platform inaccessibility for all users; confirmed data breach; data loss event | 2 hours (24/7) | 8 hours |
| High | Major feature unavailable affecting core workflow (e.g., patient registration down, invoicing not working); significant data errors | 4 hours (business hours) | 24 hours |
| Medium | Feature partially working but with workaround available; general errors affecting non-critical functionality | 8 hours (business hours) | 3 business days |
| Low | General queries, how-to questions, minor UI issues, feature requests | 1 business day | Informational (fix timeline depends on complexity) |
Response times are measured from the time a support request is received and acknowledged during support hours.
Escalation: If a Critical issue is not responded to within 2 hours, please call the emergency contact provided during onboarding. If a High issue is not resolved within 24 hours, email your account manager or support@rehabdesk.app.
4.3 Out-of-Scope Support
Our support team assists with issues relating to the RehabDesk AI platform itself. The following are out of scope for our support:
- Configuring your WhatsApp Business Account, Meta Business Manager, or Meta App — these are managed directly with Meta
- Google Business Profile account issues — managed directly with Google
- Patient queries about their health data (direct patients to their clinic)
- Network connectivity issues on your end (internet, mobile data)
- Issues with devices or browsers used to access the platform
- Custom integrations or development beyond our published API
5. Data Backup and Recovery
5.1 Backup Frequency
All clinic and patient data stored in our Supabase PostgreSQL database is backed up automatically:
- Point-in-time recovery (PITR): Supabase provides continuous WAL-based backups enabling point-in-time recovery
- Daily snapshots: Automatic daily database snapshots retained for 30 days
5.2 Recovery Point Objective (RPO)
In the event of a data loss event, our target RPO is 24 hours — meaning we can restore your data to a state no more than 24 hours before the loss event.
5.3 Recovery Time Objective (RTO)
In the event of a major infrastructure failure requiring a full restoration from backup, our target RTO is 4 hours for data restoration. This applies to complete database-level failures; individual record restoration may be possible faster.
5.4 User-Deleted Data
Data deleted by you (patients deleted within the platform, clinic accounts cancelled) is subject to the 30-day soft-delete recovery window described in our Data Deletion Policy. After the soft-delete window, deleted records cannot be recovered from backup — backups are intended for infrastructure failure scenarios, not for recovering data intentionally deleted by users.
6. Scheduled Maintenance Notice
We will provide at least 48 hours advance notice for planned scheduled maintenance via:
- Email to the registered clinic owner
- In-platform banner notification
Emergency security maintenance may be performed with shorter notice. We will notify you as soon as practicable.
7. Performance Targets (Non-SLA, Best Effort)
While not part of our uptime SLA, we target the following performance benchmarks:
| Metric | Target |
|---|---|
| Page load time (patient directory, billing page) | Under 3 seconds on a standard broadband connection |
| Invoice PDF generation time | Under 30 seconds per invoice |
| WhatsApp message delivery (per message) | Dependent on Meta API; typically under 5 seconds |
| Data export (CSV export of all records) | Under 5 minutes for clinics with up to 10,000 patient records |
8. Exclusions and Limitations
This SLA does not guarantee:
- Uptime of third-party integrations (Meta, Google, Stripe, n8n)
- Specific AI response quality or accuracy of the WhatsApp/Instagram chatbot
- Specific GMB ranking outcomes or Google review outcomes
- Data accuracy of Google Business Profile insights provided by Google's API
- Delivery of WhatsApp messages to specific recipients (Meta may deliver messages with delays or failures for reasons beyond our control)
9. SLA Review
This SLA will be reviewed annually. Any changes to uptime commitments or support response times will be communicated to subscribers with at least 30 days notice before taking effect.
10. Contact
Support: support@rehabdesk.app
SLA credits: support@rehabdesk.app
Emergency/security: support@rehabdesk.app
This SLA was last reviewed on 1 September 2026.