1. System Availability

M4NG0 OS is deployed on-premise and operates independently of external infrastructure. System availability is primarily determined by the Covered Entity's hardware and network environment.

Tier	Target Uptime	Max Downtime/Year
Clinic	99.5%	~43 hours
Hospital	99.9%	~8.7 hours
Network	99.95%	~4.4 hours

Scheduled maintenance windows are excluded from uptime calculations. Maintenance is performed during off-peak hours with minimum 48 hours advance notice.

2. Support Response Times

Severity	Description	Response	Resolution
Critical	System down, patient care impacted	30 minutes	4 hours
High	Major feature unavailable	2 hours	8 hours
Medium	Feature degraded, workaround available	8 hours	48 hours
Low	Minor issue, no clinical impact	24 hours	5 business days

3. Update and Patch Policy

Security patches: Released within 24 hours of critical vulnerability discovery. Applied during next maintenance window or immediately for Critical severity.
Bug fixes: Included in monthly release cycle.
Feature updates: Quarterly release cycle with release notes provided 2 weeks in advance.
Breaking changes: Minimum 90 days notice. Migration support included.

4. Backup and Recovery

Transaction logs: Continuous, every 15 minutes.
Full database backup: Daily, encrypted, automated.
System image: Weekly.
Recovery Point Objective (RPO): 15 minutes.
Recovery Time Objective (RTO): 1 hour for Hospital tier, 4 hours for Clinic tier.
Backup verification: Automated weekly restoration test.

5. Performance Standards

Patient record retrieval: < 500ms.
Clinical folder creation: < 1 second.
Search across patient database: < 2 seconds for up to 100,000 records.
Audit log query: < 3 seconds for any time range.

6. Exclusions

This SLA does not cover downtime caused by:

Hardware failure of the Covered Entity's equipment.
Power outages or network disruptions at the Covered Entity's facility.
Unauthorized modifications to the M4NG0 OS software.
Force majeure events.

SLA terms are finalized as part of the deployment agreement. Contact sales@m4ng0.com to discuss your facility's requirements.