Enterprise Service Level Agreement (SLA)

Effective Date: 19 October 2026

1. Scope

This SLA applies to enterprise customers subscribing to Momentrax under a customized service agreement.

2. Service Availability

• Target uptime: 99.5% monthly
• Planned maintenance excluded (with notice)

3. Support Levels

Priority	Description	Response Time
Critical	System unavailable	Within 2 hours
High	Major feature failure	Within 6 hours
Normal	General issues	Within 24 hours

4. Data Backup & Recovery

• Daily automated backups
• Disaster recovery procedures in place

5. Security

We implement reasonable administrative, technical, and physical safeguards to protect customer data.

6. Customer Responsibilities

• Secure account credentials
• Maintain proper user access controls
• Comply with applicable laws

7. Limitations

Service credits or remedies are limited to what is explicitly stated in the enterprise contract.

8. Governing Law

This SLA is governed by the laws of Uganda unless otherwise agreed in writing.