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This Agreement remains valid until superseded by a revised Agreement mutually endorsed by the Stakeholders.
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:
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
The following Services are included in this Agreement;
The following issues are covered by this Agreement;
* 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.
Client responsibilities and/or requirements in support of this Agreement include:
Service Provider responsibilities and/or requirements in support of this Agreement include:
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:
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.
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.
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:
|Critical||Critical 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)
|High||Significant 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)
|Low||Minimal 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.
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:
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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Buenos Aires, Argentina
2109 Commerce St.
Dallas, TX 75201