The purpose of the Clinicea Service Level Agreement ("SLA") is to formalize our commitment to our valued health care professional users ("Clients"). Our SLA is intended to memorialize the specific level of support that we promise to provide to our Clients. This SLA may evolve over time, with additional knowledge of our Clients requirements, as well as the introduction of new application and services into the support portfolio, so please continue to check back for updates.
The following definitions shall apply to the Clinicea SLA
"Downtime" means, if there is more than a five percent (5%) of the user community issue rate. Downtime is measured based on server-side issue rate.
"Downtime Period" means, a period of twenty consecutive minutes of Downtime. Intermittent Downtime for a period of less than twenty minutes will not be counted towards any Downtime Periods.
"Clinicea Covered Services" means the web based hosted solution. This does not include the Clinicea website, support site.
"Monthly Uptime Percentage" means total number of minutes in a calendar month minus the number of minutes of Downtime suffered from all Downtime Periods in a calendar month, divided by the total number of minutes in a calendar month.
"Scheduled Downtime" means those times where Clinicea, notifies Client of periods of Downtime at least twenty-four hours prior to the commencement of such Downtime. There will be no more than seventy-two hours of Scheduled Downtime per calendar year.
Scheduled Downtime is not considered Downtime for purposes of this Clinicea SLA, and will not be counted towards any Downtime Periods.
"Service" means the service provided by Clinicea, to Clients under the applicable Clinicea Term of Use Agreement.
"Service Credit" means the following
Monthly Uptime Percentage Days of Service added to the end of the Service term, at no charge <99.9% - >99.0% 1 <99.0% - >95.0% 1 <95.0% 1
Scope of Agreement
During the term of the applicable Clinicea SLA, the Clinicea Covered Services web interface will be operational and available to Clients at least 99.9% of the time, excluding scheduled downtime, in any calendar month (the "Clinicea SLA"). If Clinicea, does not meet the Clinicea SLA, and if Client meets its obligations under this Clinicea SLA, Client will be eligible to receive the Service Credits described below. This Clinicea SLA states Client's sole and exclusive remedy for any failure by Clinicea, to provide the Services covered by this SLA.
The Client has the following general responsibilities under this SLA
The Client will conduct business in a courteous and professional manner with Clinicea, The Client must notify Clinicea, and request the Service Credit within thirty days (30) from the time the Client becomes eligible to receive the Service Credit. Service credit is only available to Clients who are actively enrolled in the paid subscription version of the Clinicea service and have no outstanding payments.
Failure to comply with these few responsibilities will forfeit Client's right to receive a Service Credit.
Maximum Service Credit
The aggregate maximum number of Service Credits to be issued by Clinicea, to Client for any and all Downtime Periods that occur in a single calendar month shall not exceed seven days (7) of Service to be added to the end of Client’s term for the Service. Service Credits may not be exchanged for, or converted to, monetary amounts.
The Clinicea SLA does not apply to any services that expressly exclude this Clinicea SLA (as stated in the documentation for such services) or any performance issues: (i) caused by factors outside of Clinicea, reasonable primary control, including without limitation, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labour problems (other than those involving Clinicea employees), or Internet service provider failures or delays, and; (ii) that resulted from Client’s equipment or third party equipment, or both (not within the primary control of Clinicea).
For any questions, concerns or requests for Service Credits please contact us at firstname.lastname@example.org
Last Updated: 15th Jan 2022