Service Level Agreement (SLA)
1. Introduction
This Service Level Agreement (SLA) is made between Softusion Inc. (hereinafter referred to as "Provider") and [Client Name] (hereinafter referred to as "Client") for the provisioning of the Med2TEC software services. This agreement outlines the terms and conditions of service delivery, performance metrics, and support mechanisms to ensure the effective use of Med2TEC within the Client's enterprise.
2. Purpose
The purpose of this SLA is to define:
The service expectations and responsibilities of both parties.
The performance metrics and uptime commitments.
The processes for monitoring and reporting service performance.
The support and maintenance services provided by Softusion Inc.
The procedures for resolving any service-related issues.
3. Scope of Services
The services covered by this SLA include:
Provisioning of the Med2TEC software and associated modules.
Implementation and configuration support.
Continuous maintenance and updates.
Technical support and customer service.
Data security and backup services.
4. Service Availability
Softusion Inc. commits to providing 99.5% uptime for the Med2TEC software services, excluding scheduled maintenance windows. Service availability will be monitored and reported monthly.
Uptime Calculation: Uptime is calculated as the total number of minutes the service is available in a calendar month divided by the total number of minutes in that month, minus scheduled maintenance.
Scheduled Maintenance: Maintenance windows will be scheduled outside of regular business hours and communicated to the Client at least 72 hours in advance.
5. Performance Metrics
The following performance metrics will be monitored and reported:
Service Uptime: As defined in Section 4.
Response Time: The time taken to respond to a service request or incident.
Resolution Time: The time taken to resolve a service request or incident.
Support Ticket Closure Rate: The percentage of support tickets resolved within the agreed resolution time.
6. Support Services
Softusion Inc. will provide the following support services:
Technical Support: Available 24/7 via email and live chat. Phone support is available during business hours (9 AM to 6 PM EST).
Response Time: Initial response to support requests within 1 hour for critical issues, 4 hours for high-priority issues, and 24 hours for normal issues.
Resolution Time: Critical issues resolved within 4 hours, high-priority issues within 8 hours, and normal issues within 48 hours.
7. Maintenance and Updates
Scheduled Maintenance: Performed during off-peak hours with prior notification.
Software Updates: Regular updates and patches to ensure optimal performance, security, and new features. Major updates will be communicated in advance with release notes.
8. Data Security and Backup
Softusion Inc. commits to the following data security and backup measures:
Data Encryption: All data is encrypted in transit and at rest using industry-standard encryption protocols.
Access Controls: Strict access controls and regular audits to ensure data integrity and confidentiality.
Backup Policy: Daily backups of all data with a retention period of 30 days. Backup data is stored in geographically redundant locations.
9. Incident Management
Incident Reporting: Clients can report incidents via the support portal, email, or phone.
Incident Classification: Incidents are classified based on severity—Critical, High, Medium, and Low.
Incident Resolution: Follow the resolution time commitments as outlined in Section 6.
10. Responsibilities
Provider Responsibilities: Ensure service availability, provide timely support, maintain data security, and communicate any changes or updates.
Client Responsibilities: Use the service in compliance with the terms, report issues promptly, maintain up-to-date contact information, and provide necessary access for troubleshooting.
11. Service Credits
If Softusion Inc. fails to meet the service availability or performance metrics outlined in this SLA, the Client will be entitled to service credits as follows:
Service Availability: For each 0.1% below the 99.5% uptime, the Client will receive a 1% credit of the monthly service fee.
Performance Metrics: If response or resolution times are not met, the Client will receive a 2% credit of the monthly service fee per incident.
12. Term and Termination
Term: This SLA is valid from the start date of the service and remains in effect until the service is terminated.
Termination: Either party may terminate the service with 30 days' written notice. In case of termination, any unused service credits will be refunded on a pro-rata basis.
13. Amendments
Softusion Inc. reserves the right to amend this SLA. Any changes will be communicated to the Client at least 30 days before taking effect. The Client has the right to terminate the service if they do not agree with the amended terms.
14. Governing Law
This SLA shall be governed by and construed in accordance with the laws of [Jurisdiction], without regard to its conflict of law principles.
15. Contact Information
Softusion Inc. Contact:
Email: support@softusion.com Phone: [Support Phone Number] Address: [Company Address] Client Contact:
Email: [Client Contact Email] Phone: [Client Contact Phone] Address: [Client Address] By using Med2TEC, the Client acknowledges that they have read, understood, and agree to be bound by the terms and conditions outlined in this SLA.
Signature:
Softusion Inc. [Authorized Signatory Name] [Title] Date: [Date]
Client [Authorized Signatory Name] [Title] Date: [Date]