Our commitments to platform availability, performance, and support.
PMOS commits to the following monthly uptime targets:
| Plan | Uptime SLA | Max Downtime/Month |
|---|---|---|
| Starter (Free) | Best effort | No guarantee |
| Professional | 99.5% | ~2.2 hours |
| Enterprise | 99.9% | ~43 minutes |
Uptime is measured as the percentage of time the core Platform services (web portals, API, mobile app) are available and responsive, excluding scheduled maintenance windows.
| Metric | Target |
|---|---|
| Page Load Time (P95) | < 2 seconds |
| API Response Time (P95) | < 500ms |
| Database Query Time (P95) | < 200ms |
| Mobile App Cold Start | < 3 seconds |
| File Upload (10MB) | < 5 seconds |
| Report Generation | < 10 seconds |
| Severity | Description | Professional | Enterprise |
|---|---|---|---|
| P1 — Critical | Platform completely unavailable; data loss risk | 2 hours | 30 minutes |
| P2 — High | Major feature broken; significant business impact | 4 hours | 1 hour |
| P3 — Medium | Feature partially impaired; workaround available | 1 business day | 4 hours |
| P4 — Low | Minor issue; cosmetic; enhancement request | 2 business days | 1 business day |
| Channel | Starter | Professional | Enterprise |
|---|---|---|---|
| Help Centre (self-service) | ✓ | ✓ | ✓ |
| Email support | ✓ | ✓ | ✓ |
| Live chat | — | ✓ | ✓ |
| Phone support | — | ✓ | ✓ (24/7) |
| Dedicated account manager | — | — | ✓ |
| On-site support (Singapore) | — | — | ✓ |
If PMOS fails to meet the uptime SLA in any calendar month, you are entitled to service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% — 99.5% (Professional) / 99.5% — 99.9% (Enterprise) | 10% of monthly fee |
| 95.0% — 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Service credits must be requested within 30 days of the affected month. Credits are applied to future invoices and do not exceed 50% of the monthly fee. Credits are the sole and exclusive remedy for SLA breaches.
How to claim: Email support@pmos.asia with subject "SLA Credit Request" and include the affected dates and times. We will verify against our monitoring data and respond within 5 business days.
This SLA does not apply to:
| Measure | Details |
|---|---|
| Backup Frequency | Daily automated backups at 2:00 AM SGT |
| Backup Retention | 30 days (rolling) |
| Recovery Point Objective (RPO) | 24 hours |
| Recovery Time Objective (RTO) | 4 hours (Professional) / 1 hour (Enterprise) |
| Backup Location | Singapore-based data centres (geo-redundant) |
| Backup Testing | Quarterly restoration tests |
PMOS monitors all platform services 24/7 using automated monitoring tools. Enterprise customers receive:
This SLA is reviewed annually and may be updated. Changes will be communicated at least 30 days in advance. Continued use of the Platform after changes take effect constitutes acceptance of the updated SLA.