Service Level Agreement (SLA)

1) Scope

This Service Level Agreement (“SLA”) applies to the production MediChatApp platform and HIPAA-eligible modules (e.g., Communications, Patient Portal, Check-In, Revenue Automation, AI Assist) that are hosted and operated by MediChatApp. It does not apply to customer-hosted infrastructure, third-party systems without a contracted BAA, or non-production sandboxes. Capitalized terms not defined here have the meaning set forth in the Master Services Agreement (“MSA”).

2) Availability Commitment

MediChatApp targets 99.9% monthly uptime for covered Services, measured over each calendar month. Uptime excludes Permitted Maintenance and Excluded Causes listed below.

Measurement

External synthetic checks from multiple regions at one-minute intervals.
Counts a service as Unavailable when the primary endpoints return error/timeout across quorum regions.
Partial feature impairment may be weighted proportionally if core functions remain available.

Status & Communications

Incident updates via designated status page and/or email alerts.
Post-incident report for Priority 1 outages within 2 business days.

3) Support & Incident Response

Priority	Definition	Initial Response	Engagement / Workaround	Target Resolution/Update
P1 – Critical	Production outage or critical degradation with broad impact, no workaround.	≤ 15 minutes (24×7)	Engineering engaged ≤ 1 hour; workaround target ≤ 4 hours	Hourly updates; RFO within 2 business days
P2 – High	Major functionality impaired; workaround available; limited scope.	≤ 1 business hour	Workaround target ≤ 1 business day	Daily business-day updates until resolved
P3 – Normal	Non-critical defect, performance issue, or configuration request.	≤ 1 business day	N/A	Next scheduled release or agreed timeline
P4 – Low	Minor cosmetic issue or general question.	≤ 2 business days	N/A	As prioritized

Business hours are 9:00am–6:00pm ET, Monday–Friday, excluding US federal holidays. P1 is covered 24×7.

4) Maintenance Windows

Standard: Sundays 2:00am–4:00am Eastern Time. We aim for zero-downtime rolling deploys; if interruption is expected, we’ll provide notice.
Emergency: As needed to address security or stability risks. We will communicate as promptly as feasible.
Customer-requested: By mutual scheduling for tenant-specific changes.

5) Excluded Causes

Availability calculations and service credits exclude downtime caused by:

Permitted maintenance windows as defined above.
Acts or omissions by Customer or its users (e.g., misconfiguration, credential loss, API abuse, unsupported clients).
Customer networks, internet connectivity, or third-party services not operated by MediChatApp or not under our direct control.
Force majeure events (including but not limited to natural disasters, regional carrier outages, war, or government actions).
Suspensions or rate limits imposed to protect platform stability, security, or legal compliance.

6) Service Credits

If Monthly Uptime Percentage falls below 99.9%, Customer may request the following service credits applied to a future invoice:

Monthly Uptime	Credit
99.9% – 99.5%	5% of monthly fee for affected module(s)
99.5% – 99.0%	10% of monthly fee for affected module(s)
99.0% – 98.0%	25% of monthly fee for affected module(s)
< 98.0%	50% of monthly fee for affected module(s)

Credits are the sole and exclusive remedy for unavailability. Credits do not stack across modules beyond the amount billed for those modules. Aggregate credits are capped at one (1) month of subscription fees per calendar year. Customer must request a credit within 30 days of the month’s end by emailing [email protected] with incident details.

7) Customer Responsibilities

Designate technical contacts and an escalation path; keep contact information current.
Operate supported browsers/OS, and maintain reasonable device and network hygiene.
Follow configuration and usage guidance; use least-privilege roles and enable MFA where available.
Notify MediChatApp promptly of suspected incidents or abuse.

8) Changes & Precedence

We may update this SLA to reflect platform, security, or operational changes. Material updates will be communicated when feasible. In case of conflict between this SLA and the MSA (including the BAA), the MSA controls, followed by the BAA, then this SLA.

9) Contact & Escalation

Support

Email: [email protected]

Hours: 9am–6pm ET (Mon–Fri), P1 24×7

Billing & Credits

Email: [email protected]

Window: within 30 days after month end

Questions about the SLA or custom terms?

We can tailor maintenance windows and response targets for enterprise rollouts.

Talk to Sales