This Service Level Agreement (SLA) applies to the Appointment Request Service provided by Doctify Limited under the Doctify Appointment Request Service Integration and Provision Addendum Terms. It sets out the support commitments, availability targets, and remedies available in the event of service disruption.
1. Support Hours and Contact Channels
1.1. Doctify provides support for the Appointment Request Service during the following hours
1.2. Support may be accessed through the following channels:
• Email: ios@doctify.com
2. Service Availability
2.1. Doctify shall ensure that the Appointment Request Service is available at least 97% of the time each calendar month, excluding periods of scheduled maintenance.
2.2. Scheduled maintenance shall be notified in advance and be carried out outside standard business hours, whenever reasonably possible
3. Support Response Times
3.1. Doctify will allocate appropriate resources to address support requests and will provide regular updates on progress until resolution.
3.2. Doctify will respond to support requests in accordance with the following priorities:
Priority | Description | Initial Response Time | Resolution Target |
P1 | Service unavailable or critical failure | < 4 business hours | < 12 business hours |
P2 | Core functionality degraded with workaround | < 1 business day | < 2 business days |
P3 | Minor issue or general question | < 2 business days | < 5 business days |
4. Remedies
4.1. Remedies for failure to meet this SLA are limited to the service credits outlined below. To receive a service credit, the Healthcare Provider must request it in writing within 30 days of the end of the month in which the breach occurred.
4.2. Service credits shall be calculated as follows:
Availability Percentage | Service Credit |
Under 97% | 15% credit towards the next monthly instalment of the Fee |
Under 95% | 33.3% credit towards the next monthly instalment of the Fee |
Under 80% | 50% credit towards the next monthly instalment of the Fee |
4.3. The total service credits in any 12-month period shall not exceed max 25% of the Fees paid for the Appointment Request Service during that period.
5. Exclusions
5.1. This SLA does not apply to downtime or service issues caused by:
5.1.1. factors outside Doctify’s reasonable control (force majeure);
5.1.2. the Healthcare Provider’s or any third-party’s: systems, internet connectivity services, hardware, software or any system other than the Doctify Network (as defined in the Terms);
5.1.3. scheduled maintenance, migration or upgrade downtime with prior notice;
5.1.4. the failure by the Healthcare Provider to implement recommendations within reasonable timeframes in respect of or solutions to faults previously advised by Doctify;
5.1.5. any breach by the Healthcare Provider of any of its obligations under the Addendum or Terms;
5.1.6. use by the Healthcare Provider of the Appointment Request Service for a purpose for which it was not designed;
5.1.7. any issues caused by hardware, software or any system other than the Doctify Network (as defined in the Terms); or
5.1.8. acts or omissions of the Healthcare Provider or its personnel.
6. Updates
6.1. This SLA may be amended by Doctify from time to time. Updates must apply across the board to all Doctify customers. In aggregate, the update to SLA’s must not materially reduce service standards or materially reduce current agreed SLA’s.
