Last updated: 30 September 2026

1. Purpose & Status

This Service Level Agreement (“SLA”) describes the service targets that Modeeri (“Modeeri”, “we” or “us”) applies to the Modeeri platform, mobile applications and related cloud services (the “Hosted Service”) for clients with a paid Subscription (the “Client”). It forms part of the Modeeri Terms & Conditions and is subject to them.

• Targets, not guarantees. All availability, response and resolution times in this SLA are service targets that we use commercially reasonable efforts to meet. They are not guarantees or penalty-bearing warranties, and no service credits, refunds or penalties apply if a target is missed, unless a Signed Agreement expressly provides otherwise.
• Trials. This SLA does not apply to free Trials.
• Signed Agreements. If the Client has a Signed Agreement with Modeeri, any service level terms in that agreement prevail over this SLA.

2. Scope

This SLA covers the following production components of the Hosted Service:

• Web application (admin panel)
• iOS and Android mobile applications
• APIs and backend services
• Database and cloud infrastructure
• Authentication, session management and user directory
• Checklist engine, roles and permissions
• Reporting, analytics and data export
• Notification services (email, push notifications and in-app alerts)

Third-party integrations not provided or managed by Modeeri are outside the scope of this SLA.

3. Availability Target

Modeeri targets 99.5% monthly uptime for production services. The following are excluded from the uptime calculation:

• scheduled maintenance and emergency maintenance;
• outages caused by third-party providers (such as cloud hosting, email or SMS gateways);
• issues caused by the Client’s network, devices, configuration or use; and
• force majeure events.

Scheduled maintenance. We aim to give at least 48 hours’ notice of scheduled maintenance and to carry it out during low-traffic hours, typically between 12:00 AM and 6:00 AM Cairo time. Service may be unavailable or degraded during maintenance.

Emergency maintenance. We may carry out maintenance without prior notice where needed to prevent a security incident or critical malfunction. We give notice where practicable.

4. Incident Severity Levels

Modeeri classifies each incident reported by the Client into one of the following severity levels. Severity determines priority and response targets.

• Level 1 — Critical outage. The Hosted Service is unavailable or unusable for all or most users with no workaround, including failure of authentication, data access or checklist execution, or a security incident or data loss materially affecting operations.
• Level 2 — Major degradation. Core functionality is partially available but materially impaired for many users or critical workflows (for example, checklist submission, reporting or user management), with no sustainable workaround.
• Level 3 — Moderate impact. A defect affecting non-critical features or a limited set of users, roles or branches, where a reasonable workaround exists.
• Level 4 — Minor issue or request. Cosmetic defects, non-blocking bugs, general questions, configuration questions and feature requests.

5. Response & Resolution Targets

Severity	Triage target	Resolution target	Root cause analysis
Level 1 — Critical outage	1 hour (business and after hours)	24 hours	Within 2 business days
Level 2 — Major degradation	3 business hours (1 business day if reported after hours)	2 business days	Within 5 business days
Level 3 — Moderate impact	3 business hours (1 business day if reported after hours)	5 business days	On request
Level 4 — Minor issue or request	3 business hours (1 business day if reported after hours)	Up to 30 business days, or through our standard backlog for feature requests	Not applicable

Business hours are 9:00 AM to 6:00 PM Cairo time, Sunday to Thursday, excluding public holidays in Egypt. Resolution may be a permanent fix or a workaround. Timelines run from receipt of a complete incident report and pause while we are waiting for information, access or validation from the Client.

6. Support Channels

• Support ticketing and help centre: the primary channel for reporting and tracking incidents.
• Email: info@modeeri.com, for incident reports, maintenance notices and service updates.
• In-app announcements: for planned maintenance, feature updates and non-critical notices.
• WhatsApp or phone: reserved for Level 1 critical outages only.

Monthly availability and incident summaries are available on request.

7. Client Responsibilities

• Complete incident reports: a description of the issue, affected functionality, date and time, suggested severity, screenshots or recordings where possible, device and operating system details, and steps to reproduce.
• Infrastructure: stable internet connectivity, supported devices and properly configured environments.
• Access: timely access to relevant accounts or environments where needed for investigation.
• Point of contact: a designated person for incident communications, escalations and approvals.
• Validation: prompt testing and confirmation of fixes or workarounds.
• Proper use: use of the Hosted Service in line with our documentation, usage guidelines and the Terms & Conditions.

8. Exclusions

The targets in this SLA do not apply to incidents, delays or failures caused by:

• modifications, integrations or configurations not authorised in writing by Modeeri;
• the Client’s network, internet provider, firewall, VPN or internal IT infrastructure;
• end-user device issues, including low battery, insufficient storage, unstable, jailbroken or rooted devices, and hardware faults;
• third-party services not operated by Modeeri, including cloud, email, SMS and identity providers;
• misuse, negligence, incorrect configuration or failure to follow documented workflows;
• unsupported, outdated or end-of-life operating systems, browsers, devices or app versions; or
• force majeure events.

9. Security, Backup & Recovery

Modeeri applies commercially reasonable, industry-standard technical and organisational measures to protect Client Data, including:

• encryption of data at rest and in transit (TLS 1.2 or higher);
• role-based access controls;
• logical isolation of each client’s data in our multi-tenant architecture;
• automated daily backups of production data, encrypted and access-controlled, kept for a rolling period under our internal backup policy and not directly accessible to clients; and
• documented disaster recovery procedures with a recovery time objective of 24 hours following a qualifying incident. This is a target, not a guarantee.

Third-party certifications or audits (such as ISO 27001 or SOC 2) are not included unless agreed in a Signed Agreement. Data retention and deletion are governed by the Terms & Conditions and the Privacy Policy.

10. Changes

We may update this SLA from time to time. Changes that materially reduce these targets apply to a paid Subscription from the start of its next billing cycle.