Service Level Agreement.

Healthcare-grade response and resolution targets, French-language coverage during Quebec business hours, hardware swap commitments, monthly uptime credit. Every tier honoured contractually, not in marketing copy.

Incident severity matrix.

Severity is assigned at ticket open and may be downgraded as scope clarifies. Response = time to first substantive engineer reply. Resolution = time to either a fix or a documented workaround.

TierDefinitionResponse (Std / Ent)Resolution (Std / Ent)
P1 — CriticalPatient check-in or queue down clinic-wide; payment processing unavailable; confirmed data confidentiality incident.4 h / 1 h · 24/78 h / 4 h
P2 — HighSingle kiosk down; degraded queue UI; non-critical integration failing (Dentitek sync stalled). Workaround exists.1 business day / 4 h3 business days / 1 business day
P3 — NormalMinor functional issues, cosmetic bugs, feature questions, documentation gaps.3 business days / 1 business day2 weeks / 1 week

Coverage hours and language.

French-language support
Quebec business hours · Monday–Friday · 08h00–18h00 (Heure de l'Est). Live agents for P1/P2. Email + ticket coverage in French 24/7.
English support
Pan-Canada hours · Monday–Friday · 07h00–20h00 (ET) across all tiers. Enterprise: 24/7 P1 on-call.
P1 on-call
Enterprise: 24/7 follow-the-sun engineering. Standard: P1 acknowledged during business hours, escalation path to on-call available.
WhatsApp + phone
WhatsApp business line and phone number disclosed in your support portal at contract start. Average pickup < 90 seconds during business hours.

Hardware + continuity.

Spare-unit swap
Standard: 2 business days. Enterprise: next-business-day swap, 4-hour swap available as add-on for Quebec metro areas.
Offline-tolerant kiosk
Up to 48 hours of network outage handled locally — patient arrival, queue assignment, and printing continue. Auto-sync resumes on reconnect.
Manual fallback
Reception staff retain full web dashboard mirroring kiosk functions. Zero data loss in any hardware failure scenario.

Uptime + service credits.

Monthly uptime target
99.9% — measured against the kiosk API and the staff dashboard. Excludes scheduled maintenance windows.
Below 99.5%
Service credit equal to 10% of the affected month's software fee, auto-applied to the next invoice.
Below 99.0%
Service credit 25%. Below 95.0%: clinic may terminate without penalty + receive full data export.

Request the signed SLA package.

Full SLA addendum + escalation contacts + named privacy officer are delivered with the signed MSA at contract start. Available on demand to Quebec and Canadian clinics evaluating MOVO-X.

Request packageSee Law 25 DPA