MOOGX Service-Level Agreement (SLA)

Effective Date: November 11, 2025

1. Introduction

This Service-Level Agreement (SLA) outlines MOOGX’s commitments to CLIENT across all plans, and integrations including performance metrics, support procedures, and responsibilities. The SLA applies to all integrations and plans.

All service level commitments, response times, performance calculations, issue classifications, and resolution determinations shall be measured and validated solely by documented email correspondence and/or official support ticket records maintained by MOOGX.

2. Service Description

All plans and integrations are covered under this SLA

3. Severity Levels

Issues reported to MOOGX are categorized as follows to determine the level of attention and resolution priority they will receive.

Severity Level	Definition	Examples
Critical	A system-wide issue causing a complete disruption of service, preventing access to MOOGX services.	Platform-wide outages, 100% order failure
High	A significant issue impacting multiple users or features that are vital to day-to-day operations.	Individual menu item failure, sub-item, context item, nested item failures.
Moderate	A localized issue or partial service degradation that has a workaround or minimal operational impact.	Minor integration failures that impact unique orders or individual menu items.
Low	Cosmetic or minor issues that do not affect functionality.	Typos, incorrect icons, broken links.

4. Performance Metrics

Response and Resolution Times

Severity Level	Response Time hrs	Resolution Time
Critical	1-2 hrs	1-8 hrs
High	1-4 hrs	1-12 hrs
Moderate	1-6 hrs	1-18 hrs
Low	1-48 hrs	1-48 hrs

5. Responsibilities

MOOGX Responsibilities:

Ensure platform uptime according to service plan metrics.
Notify CLIENT of planned maintenance or expected downtimes.

Client Responsibilities:

Report issues promptly via one or more of the following: email (support@moogx.ai), telephone (904-621-4747) leave message if applicable, sms(904-621-4747)
Adhere to MOOGX Terms of Service.

6. Exclusions

MOOGX is not liable for service interruptions caused by:

Force majeure events (e.g., natural disasters, etc..).
Client-side merchant issues related to connectivity failures caused by client. Example, 3rd party merchant account connectivity issues.

7. Conclusion

MOOGX is dedicated to providing reliable, high-quality service. Should you have any questions or require further clarification on this SLA, please contact us via email at support@moogx.ai.