Provider: Luke Ferguson trading as Mealward (ACN N/A (sole trader) / ABN 17 977 307 913) Service: the Luke Ferguson trading as Mealward platform at https://mealward.com Document type: Schedule to the Master Services Agreement Version: 1.0 (DRAFT - lawyer review required)
This SLA describes the service availability, support response times, and remedies that apply to the production Service. Capitalised terms not defined here have the meanings given in the MSA.
1. Definitions
- "Available" means the production Service responds successfully to a synthetic health-check request from Luke Ferguson trading as Mealward's external monitoring (Pingdom or equivalent) hitting
https://mealward.com/api/healthand the resident-facing meal-ordering endpoint, both within 5 seconds. - "Calendar Month" means a calendar month measured in Australian Eastern Time (AEST/AEDT).
- "Downtime" means any minute in which the Service is not Available, excluding minutes within an Excluded Window (clause 5).
- "Monthly Uptime Percentage" =
(Total minutes in month - Downtime) / Total minutes in month * 100, rounded to two decimal places. - "Service Credit" means a credit applied against future fees as set out in clause 4.
- "Severity" has the meaning given in clause 6.
2. Uptime target
2.1 Luke Ferguson trading as Mealward's target is 99.5% Monthly Uptime Percentage, measured per Calendar Month.
2.2 The Service is designed for 24x7 operation, with the maintenance windows in clause 5 excluded from the calculation.
3. Measurement
3.1 Luke Ferguson trading as Mealward measures Availability from at least two geographically separated synthetic monitoring nodes within Australia, polling at intervals of no more than 60 seconds.
3.2 Luke Ferguson trading as Mealward publishes a public status page at https://status.mealward.com. Historical uptime data is retained for at least 13 months.
3.3 If the Customer's own measurement disagrees with Luke Ferguson trading as Mealward's by more than 0.2 percentage points, the parties will reconcile in good faith using both data sets, with Luke Ferguson trading as Mealward's monitoring as the default authoritative source.
4. Service Credits
4.1 If the Monthly Uptime Percentage falls below 99.5%, the Customer is entitled to the following Service Credit, applied against the next invoice for the affected modules:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| < 99.5% and >= 99.0% | 10% of the affected monthly fees |
| < 99.0% and >= 95.0% | 25% of the affected monthly fees |
| < 95.0% | 50% of the affected monthly fees |
4.2 To claim a Service Credit, the Customer must submit a written claim to {{SUPPORT_EMAIL}} within 30 days after the end of the affected Calendar Month. The claim must include the dates and times of unavailability and (if available) Customer-side measurement evidence.
4.3 Service Credits are the Customer's sole and exclusive financial remedy for SLA breaches, except where:
- (a) availability falls below 95% in any Calendar Month, or below 99.0% for two consecutive Calendar Months (a "Material SLA Failure"), in which case the Customer may terminate the affected Order Form on 30 days' written notice without further charge and receive a pro-rata refund of pre-paid fees for the unused term; and
- (b) statutory rights under the Australian Consumer Law (which cannot be excluded) remain unaffected.
4.4 Service Credits are not refunded in cash and do not stack with any other credit unless agreed in writing.
5. Excluded windows
The following are excluded from Downtime calculations and from Service Credit eligibility:
- (a) Scheduled maintenance windows. Sundays 02:00-04:00 AEST. Luke Ferguson trading as Mealward will use reasonable efforts to perform routine maintenance within this window. Luke Ferguson trading as Mealward will give at least 5 business days' notice for routine maintenance and 24 hours' notice for emergency maintenance, except where shorter notice is needed to address an active security risk.
- (b) Force majeure as described in the MSA.
- (c) Customer-caused unavailability, including: incorrect configuration by the Customer, exhaustion of Customer-side rate limits intentionally lowered by the Customer, denial-of-service originating from the Customer's network, or use of the Service in breach of the Acceptable Use clause.
- (d) Sub-processor outages with documented cause, where the Sub-processor confirms an incident on its public status page and Luke Ferguson trading as Mealward has taken reasonable steps to mitigate (for example, by failing over to a backup region where one is provisioned). For clarity, sub-processor outages are excluded only when documented and only to the extent the Luke Ferguson trading as Mealward-controlled portion of the stack continued to function as designed.
- (e) Beta or preview features, which are not covered by this SLA.
- (f) Customer's network or device failure outside Luke Ferguson trading as Mealward's reasonable control.
6. Severity classification and support response
6.1 Severity definitions
| Severity | Definition | Examples |
|---|---|---|
| Sev 1 - Critical | Production Service is down or core meal-ordering / dietary-requirement workflow is unusable for all or a material subset of Authorised Users. Patient-safety-impacting bug in allergy or IDDSI display. | Site returns 5xx; allergy field not displayed at point of service; IDDSI level mismatch between care plan and printed menu. |
| Sev 2 - High | Major feature is broken with no workaround, but core ordering still works; or significant degradation in performance. | Reporting export fails; SSO login fails for one tenant; UI error on bulk import. |
| Sev 3 - Medium | Minor feature broken or workaround available. | Cosmetic bug in print layout; non-blocking dashboard tile error. |
| Sev 4 - Low | Cosmetic, documentation, or feature request. | Typo in label; new feature suggestion. |
6.2 Response and resolution targets
| Severity | Initial response time | Resolution target | Updates |
|---|---|---|---|
| Sev 1 | 1 hour (24x7) | 4 hours | Hourly until resolved |
| Sev 2 | 4 business hours | 1 business day | Daily until resolved |
| Sev 3 | 1 business day | Best effort, in next available release | Weekly |
| Sev 4 | 3 business days | Best effort | On status change |
"Business hours" means 09:00-17:00 AEST, Monday to Friday, excluding Victorian public holidays. "Business day" means a day that is not a Saturday, Sunday, or Victorian public holiday.
6.3 Patient-safety override
Any incident that Luke Ferguson trading as Mealward reasonably believes could lead to a meal being served that is unsafe for a resident (for example, an undisplayed allergen or wrong IDDSI level) is treated as Sev 1 regardless of how it is reported, and triggers immediate notification to the affected Customer's nominated clinical contact.
6.4 Channels
- Sev 1, 24x7: {{SUPPORT_EMAIL}} (auto-paged) and pager hotline (provided to enterprise Customers in the Order Form).
- Sev 2-4: {{SUPPORT_EMAIL}} or in-product support widget.
6.5 Customer obligations for support
To get the targets in clause 6.2 the Customer will provide:
- a clear description of the issue and its business impact;
- steps to reproduce, including affected user, facility, and timestamp where relevant;
- screenshots or logs where reasonably available;
- a named technical contact reachable for clarifying questions; and
- timely responses to Luke Ferguson trading as Mealward's requests for information. The clock pauses while Luke Ferguson trading as Mealward is awaiting Customer information.
7. Maintenance and change management
7.1 Luke Ferguson trading as Mealward aims to deploy non-breaking changes to production multiple times per week using a fully automated CI/CD pipeline with automated rollback.
7.2 Database migrations and other changes that may affect availability follow the production migration runbook in the Information Security Policy and are scheduled into the maintenance window in clause 5(a) where possible.
7.3 Luke Ferguson trading as Mealward will give the Customer at least 30 days' written notice of any deprecation of a publicly documented API the Customer is known to consume.
8. Backups and disaster recovery
8.1 The Service is backed up nightly with continuous WAL archiving. Backup retention is 90 days. Luke Ferguson trading as Mealward performs quarterly restore drills.
8.2 Recovery Point Objective (RPO): 24 hours. Recovery Time Objective (RTO): 8 hours for full service restoration after a confirmed disaster.
8.3 Backups and DR are described in detail in the Information Security Policy.
9. Reporting
9.1 Luke Ferguson trading as Mealward provides Monthly Uptime Percentage and incident summaries to enterprise Customers on request, by email or via a customer portal once provisioned.
9.2 For any Sev 1 incident lasting longer than 1 hour, Luke Ferguson trading as Mealward provides a written post-incident report within 5 business days, using the template in the Incident Response Runbook.
10. Changes to this SLA
Luke Ferguson trading as Mealward may update this SLA on at least 60 days' notice. Luke Ferguson trading as Mealward will not materially reduce the Customer's rights under this SLA during a paid term without the Customer's written agreement.
DRAFTING NOTES
- Patient-safety override (6.3). This is a deliberately strong commitment that procurement teams in aged care will see as table-stakes. Do not weaken without consulting clinical advisor.
- 99.5% target. Conservative for a Vercel + Supabase stack at low scale. Once we have 12 months of data showing >= 99.9%, consider raising to 99.9% in the next cycle - it is a sales advantage.
- Sub-processor exclusion (5(d)). Drafted to be reasonable for the Customer (we cannot wave away every Vercel hiccup) but to keep us off the hook for Supabase regional outages we cannot control. Lawyer to review.
- Service credit cap (4.3). Drafted as exclusive remedy with a Material SLA Failure termination right. Expect enterprise to push for stacking credits and an absolute floor; defensible.
- Sydney maintenance window. 02:00-04:00 AEST is well outside meal service hours (the earliest meal service in aged care is breakfast service from approx. 06:30). Confirm with operations before publishing.
docs/legal/SERVICE-LEVEL-AGREEMENT.md in our public repo.Question about this document?Related documents
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