Service Level Agreement (SLA)

1.0 Agreement Overview

The following terms and conditions of this Service Level Agreement (SLA/ the Agreement) between Medical Web Experts LLC “Service Provider” and the “Client”, hereby collectively known as the “Stakeholders”, apply only to the provisioning of IT services required to support and sustain the product or service.

This Agreement remains valid until superseded by a revised Agreement mutually endorsed by the Stakeholders.

2.0 Goals & Objectives

The purpose of this Agreement is to ensure that proper elements and commitments are in place to provide consistent IT service support and delivery to the Client by the Service Provider.

The objectives of this Agreement are to:

  • Provide clear reference to service ownership, accountability, roles and/or responsibilities.
  • Present a clear, concise and measurable description of service provision to the Client.
  • Match perceptions of expected service provision with actual service support & delivery.

3.0 Service Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

3.1 Service Scope

The following Services are included in this Agreement;

  • Manned telephone support
  • Monitored email support
  • Remote assistance using Remote Desktop

The following issues are covered by this Agreement;

  • Troubleshooting server outages and errors and resuming service from server outage
  • Troubleshooting software failure, including DDoS attacks, bugs, Database failures

* Service Provider will provide reasonable amount of support to attempt to identify and resolve any server-related issues and/or outages. Reasonable amount of support is defined as up to two (2) hours of support (per server outage) to address the issue. Service Provider reserves the right to bill Client at the agreed hourly bill rate, if the work to restore the server outage or resolve the issue exceeds reasonable amount of support time.

3.2 Customer Requirements

Client responsibilities and/or requirements in support of this Agreement include:

  • Payment for all support and maintenance costs at the agreed upon bill rate and billing schedule, i.e. account in good standing.
  • Reasonable availability of Client representative when resolving a service related incident or request.

3.3 Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

  • Meeting response times associated with service related incidents.
  • Appropriate notification to Customer for all scheduled maintenance.
  • Best effort in diagnosis and repair of incident(s) including critical decision making in emergency situations.

3.4 Exceptions

Client shall not receive any credit under the SLA in connection with any failure or deficiency of website or email availability caused by or associated with:

  1. Circumstances beyond Service Provider’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, failure of third party software (including, without limitation, e-commerce software, payment gateways, chat, statistics or free scripts) or inability to obtain raw materials, supplies, or power used in or equipment needed for provision of this SLA;
  2. Scheduled maintenance and emergency maintenance and upgrades (Note: Every effort will be made to keep downtime to a minimum during maintenance periods and, when possible, Service Provider will notify Client in advance of the expected downtime. Client will not be billed hourly for these maintenance periods, but these maintenance periods are not eligible for SLA credits.)
  3. DNS issues outside the direct control of Service Provider;
  4. Client’s acts or omissions (including acts or omissions of others engaged or authorized by the Client), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, ASP, etc.), any negligence, willful misconduct, or use of the Services in breach of Service Provider’s Terms.
  5. DNS (Domain Name Server) Propagation.
  6. Outages elsewhere on the Internet that hinder access to your account. Service Provider is not responsible for browser or DNS caching that may cause your site to appear inaccessible when others can still access it. Service Provider will guarantee only those areas considered under the control of Service Provider.
  7. Issues with email Client configuration or performance

4.0 Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

4.1 Service Availability

Regular business hours are considered to be from 9.00 am until 5.00 pm Eastern Standard Time, Monday to Friday, except Federal U.S. Holidays and observances as defined by the U.S. Government.

Telephone support: will be conducted during business hours.

Email support: will be monitored during business hours. Any email received outside office hours will be collected, and best efforts will be made to respond client’s request. However no action will be guaranteed until the next working day.

4.2 Emergency Situation:

  1. Any work performed or calls handled outside regular business hours, will be considered an emergency and billed accordingly.
  2. Services that are in need of an immediate resolution, including but not limited to server failure, software failure, e-PHI risk, that are not related to an existing project or approved work/change order, may be completed without Client’s approval.
  3. Client will be promptly notified In the event of this situation, and the Service Provider will make the best effort to identify such circumstances in order to ensure the best possible service.

4.3 Service Requests

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Client within the following time frames:

ClassificationDescriptionResponse Time*
CriticalCritical Business Impact-Problem or issue that renders your website, email or application unusable (i.e.: offline) or e-PHI related incidents (breach, disclosures, etc.)‹ 6 hours (during business hours)
‹ 12 hours (during non-business hours)
HighSignificant Business Impact-Problem or issue that DOES impact the operation of your website, email or application but DOES NOT render it unusable (i.e.: slow server response time).‹ 24 hours (during business hours)
‹ 48 hours (non- business hours)
LowMinimal Business Impact-Problem or issue that DOES NOT impact the operation of your website, email or application (i.e.: maintenance requests).‹ 72 hours

Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.

* Service Provider will make every effort to respond to all service requests in a timely manner.

5. Customer Requesting Reimbursement

Service Provider guarantees 99% network uptime. If there is a server or network outage that causes a Client’s site, email or application to go offline and as classified in Section 4.3, Client can request:

  • Credit of 5% of their monthly bill (hosting support and maintenance fees only) for each thirty (30) minutes of downtime up to a maximum 100% of their monthly bill.

To receive a credit, the Client must make a request by sending an e-mail to the Service Provider. If the unavailability is confirmed by the Service Provider, credits will be applied within two billing cycles after receipt of the Client’s credit request. Credits are not refundable and can be used only towards future billing charges.

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Our Offices

We are open Monday to Friday from 9:00am - 5:00pm EST.

Dallas, Texas
San Diego, California
Buenos Aires, Argentina

Mailing Address

2109 Commerce St.
Dallas, TX 75201

Our Offices

We are open Monday to Friday from 9:00am - 5:00pm EST.

Dallas, Texas
San Diego, California
Buenos Aires, Argentina
Panama City, Panama

Mailing Address

2109 Commerce St.
Dallas, TX 75201

Phone

Toll-Free: 1-866-932-9944
Fax: 619-923-2155

Toll-Free: 1-866-932-9944
Fax: 619-923-2155