MOOD.ai Service Level Agreement (SLA)

Effective: 20 Jan 2025
Last Updated: 7 Sep 2025
Applies To: MOOD.ai customers with active subscriptions

1. Purpose

This Service Level Agreement (“SLA”) describes the commitments MOOD.ai makes regarding availability, support, and performance of the MOOD.ai platform, including the mobile app, MOOD.ai Hub, and supporting services.

2. Services Covered

This SLA applies to:

  • MOOD.ai mobile application (iOS and Android)
  • MOOD.ai Hub (web portal for administrators)
  • API and backend services (hosted on Vercel and Supabase)

3. Availability

  • Target Uptime: MOOD.ai services will be available 99.5% of the time each calendar month, excluding planned maintenance.
  • Planned Maintenance: We will provide at least 48 hours’ notice for any scheduled maintenance expected to cause downtime.
  • Exclusions: Downtime caused by (a) factors outside MOOD.ai’s reasonable control (e.g., internet provider failures, natural disasters), (b) outages of third-party services (AWS, Supabase, Vercel, etc.), or (c) customer misuse, is not counted against uptime targets.

4. Support

  • Support Hours: Business hours (9am – 5pm AEST, Monday to Friday, excluding public holidays).
  • Support Channels: Email (support@mood.ai) and phone support.
  • Response Times:
    • Critical issues (service unavailable): Initial response within 4 business hours.
    • High issues (major feature impaired): Response within 1 business day.
    • Normal issues (minor bug, general query): Response within 2 business days.

5. Data Security & Privacy

MOOD.ai follows strict data protection measures:

  • Encryption in transit (TLS 1.2+) and at rest (AES-256).
  • Hosting in Australian data centres (AWS Sydney region).
  • Privacy Policy aligned with APPs (Australia), GDPR (EU), and CCPA (US).
  • Anonymous wellbeing data only; no personally identifiable data is visible in reports.

For further detail, see our Privacy Policy and Security & Data Protection page.

6. Incident Management

  • MOOD.ai will notify customers within 24 hours of becoming aware of a data breach or security incident that impacts customer data.
  • Customers will receive regular updates until the incident is resolved.

7. Business Continuity

  • Daily backups with disaster recovery tested regularly.
  • Ability to restore service in the event of disruption within 24 hours.

8. Customer Responsibilities

  • Provide accurate and current contact details for escalation.
  • Ensure users install the latest app version and update their devices regularly.
  • Work with MOOD.ai support in good faith to resolve issues.

9. Limitations & Disclaimer

This SLA does not apply to free trials or pilot programs. Remedies for not meeting the SLA are limited to service credits, capped at the monthly subscription fee for the affected service.

10. Review

MOOD.ai may update this SLA from time to time. Customers will be notified in advance of material changes.

Contact Us

Questions? Reach out anytime:

Email: team@mood.ai
Website: www.mood.ai
Address: Bay 5-7 North, 2 Locomotive St, Eveleigh NSW 2015