Service Level Agreement

This Service Level Agreement (SLA) sets out our commitment to you regarding the availability, performance and support of Maatla Facilities. It applies to all facilities using the Maatla Facilities dashboard.

In this document, we, us, our and Maatla refer to Maatla Healthcare (Pty) Ltd. You and your refer to the clinic, pharmacy or healthcare network using Maatla Facilities.

2.1 Uptime commitment. Maatla commits to maintain 99.5% availability of the Maatla Facilities platform measured on a calendar month basis. This means the platform may be unavailable for a maximum of approximately 44 minutes per month.

2.2 Scheduled maintenance. Planned maintenance windows are excluded from the uptime calculation. Maatla schedules maintenance outside normal working hours (typically between 22:00 and 06:00 South African Standard Time) and will notify you in advance where reasonably possible. Maatla performs maintenance regularly to ensure the system remains secure and up to date. Maintenance windows do not count against our uptime commitment.

2.3 Third-party dependencies. Maatla Facilities relies on external service providers including Twilio (SMS delivery), n8n (workflow automation) and cloud hosting providers. Maatla is not liable for unavailability or performance issues caused by these third parties, even if they result in platform downtime or delayed message delivery. Such outages do not count against this SLA.

2.4 How we measure uptime. Uptime is measured by automated monitoring of the Facilities dashboard login page. If the dashboard is accessible and responsive, it is considered available. Brief intermittent outages of seconds or minutes may not be detected and therefore may not count against availability.

3.1 Delivery timeframe. Maatla commits to send WhatsApp and SMS reminders on a best-efforts basis, typically within seconds to minutes of being triggered. We do not guarantee specific delivery times because delivery depends on external service providers (Twilio and WhatsApp) over which we have no control.

3.2 Dependency on third parties. Maatla controls the triggering and queuing of messages but does not control the actual delivery. Delays may occur due to:

• Network congestion on Twilio or mobile networks.
• WhatsApp API rate limits.
• Recipient device unavailability or network issues.
• Mobile network congestion during peak hours.

3.3 Delivery confirmation. Maatla will track delivery status where the mobile network provides it, but we cannot guarantee delivery confirmation for all messages.

Maatla provides support via email at info@maatlahealthcare.com and phone at +27 71 012 1322.

4.1 Critical issues. A critical issue is one where the Facilities platform is unavailable, reminders are not being sent, or a patient’s account is blocked.

• Target response time: 24 hours.
• However, if Maatla is receiving high volume of critical reports (e.g., platform-wide outage), response time may be longer. Maatla will prioritize issues based on impact and will acknowledge your email within 24 hours even if a full resolution is not yet available.

4.2 Non-critical issues. A non-critical issue is a question about features, a report of a minor bug, or a request for assistance with account settings.

• Target response time: 72 hours.
• During high-volume periods, response may take longer.

4.3 Support hours. Maatla provides support during normal business hours (Monday to Friday, 09:00 to 17:00 South African Standard Time). Support requests received outside these hours will be responded to the next business day.

If Maatla fails to meet the uptime or support commitments in this SLA, the remedy is as follows:

5.1 Assessment. Maatla will assess the impact of the breach on your business, the cause (including whether it was due to a third-party provider), and how long the breach lasted.

5.2 Discretionary remedy. Maatla may, at its discretion, offer one or more of the following:

• SMS credit refund or top-up.
• Discount on your next month's subscription or usage fees.
• Extended trial period.
• No remedy if the breach was caused by a third-party provider outside our control.

5.3 No automatic refunds. Maatla does not automatically refund fees for SLA breaches. All remedies are discretionary and determined case by case. You may request consideration of a remedy by emailing info@maatlahealthcare.com within 30 days of the incident.

5.4 Sole remedy. This SLA states our entire liability for availability and performance issues. You cannot claim damages or compensation beyond the remedies described here.

6.1 No guarantee of specific outcomes. This SLA commits to platform availability and support response times. It does not guarantee that reminders will reach patients, that patients will see messages, or that patients will act on reminders.

6.2 Your responsibility. You remain responsible for:

• Ensuring patient phone numbers are correct and up to date.
• Complying with privacy laws when loading patient data.
• Notifying patients of changes to their care plan or collection dates.
• Following up with patients who do not respond to reminders.

6.3 No liability for patient outcomes. Maatla is not liable if a patient misses a collection, abandons treatment, or has a health outcome as a result of not receiving or responding to a reminder.

Maatla may update this SLA at any time by publishing a new version on our website. Changes take effect from the moment of publication. By continuing to use Maatla Facilities after a change is published, you accept the new SLA.

For support or to report an SLA breach:

• Email: info@maatlahealthcare.com
• Phone: +27 71 012 1322
• Website: maatlahealthcare.com