Momiji Service Level Schedule
Availability, support response times and service credits. Forms part of the Subscription Agreement.
Draft for review, not yet in force
This document is a draft awaiting counsel review. It does not bind Momiji or any customer, and no version of it has been published with an effective date. It is posted so that a customer, an investor or a reviewer can read the terms we intend to operate under. Tell us where they are wrong: hello@mymomiji.com.
Version 1.0, draft of September 9, 2026. Forms part of the Momiji Subscription Agreement.
1. Availability
1.1 Commitment. Momiji targets 99.9 percent monthly availability for the web application and its interfaces, measured by Momiji's own external monitoring as the percentage of minutes in a calendar month during which the Service responds to requests.
1.2 Exclusions. Downtime is not counted when caused by: scheduled maintenance announced at least 48 hours in advance, limited to four hours per month and placed outside 07:00 to 19:00 Eastern on business days; emergency maintenance to address a security issue, kept as short as possible and reported afterwards; the Customer's own network, devices or configuration; a third party outside Momiji's subprocessor chain; or events beyond Momiji's reasonable control.
1.3 Service credits. If monthly availability falls below the thresholds, the Customer may claim a credit against the next invoice for the affected month's subscription fee: below 99.5 percent, 10 percent; below 99.0 percent, 25 percent; below 95.0 percent, 50 percent. Claims are made in writing within 30 days after the month ends, with the dates and times observed. Credits are the Customer's sole remedy for availability failures and do not apply to fees for usage above plan or to add-ons for the affected period unless those were also unavailable.
1.4 Termination for chronic failure. If availability is below 99.0 percent in any three months of a rolling six, the Customer may terminate on written notice and receive a pro-rated refund of prepaid fees.
2. Payroll continuity
2.1 If the Service is unavailable for more than four consecutive hours within the 48 hours before a Customer's scheduled pay date, Momiji will, on request, provide the Customer's most recently prepared payroll register and pay statements for that run by secure transfer, so the Customer can pay on time using the figures the Service had produced.
2.2 Momiji publishes the tax table editions in force and the date each was applied. If a tax authority publishes a change with less than ten business days notice, Momiji will apply it as soon as practicable and will tell affected Customers which runs it applies to.
3. Support
| Severity | Definition | First response | Target resolution |
|---|---|---|---|
| Critical | The Service is unavailable, or a payroll run cannot be prepared or approved within 48 hours of a pay date | 2 business hours | Continuous effort until restored |
| High | A Module is materially degraded for many Users with no workaround | 1 business day | 3 business days |
| Normal | A defect with a workaround, or a question about how something works | 2 business days | Next scheduled release where a change is needed |
Business hours are 08:00 to 18:00 Eastern on Ontario business days. Support is in English and French.
4. Maintenance and change
Momiji deploys improvements continuously without downtime. Changes that alter a workflow materially are announced in the product and by email to owners at least ten business days before they take effect, with documentation. Regulatory changes to tax tables, statutory holidays and employment standards are applied as the authority publishes them and are announced in the product.
5. Backups and recovery
Database backups are taken at least daily with a recovery point objective of 24 hours (or the platform's point-in-time recovery interval where enabled) and a recovery time objective of 8 hours. Document backups are taken daily to a second provider. Momiji tests restoration at least twice a year and records the drill.
6. Reporting
On request, Momiji provides the Customer with the availability figure for any month in the previous twelve.
Momiji AI Inc. · hello@mymomiji.com