HealthEd On Demand
Service Level Agreement

 

Purpose

The purpose of the HealthEd On Demand (HEOD) Service Level Agreement ("SLA") is to formalize our commitment to our valued healthcare professional and patient users (“system users”). Our SLA is intended to document the specific level of support that we promise to provide to our system users.  This SLA may evolve over time, with additional knowledge of system user requirements, as well as the introduction of new applications and services, so please continue to check back for updates.

Definitions

The following definitions apply to the HEOD SLA.
  • “System availability” means the hours that the system server will be available for processing. This includes availability for Web site users
  • "Downtime" means outage time required to repair/correct/address reported issues. Downtime is calculated based on server side issue rate and severity level. Downtime will be triggered upon notice of an issue impacting more than 5% of the user community
  • "Scheduled downtime" means those times when HealthEd On Demand, L.L.C., notifies users at least 24 hours prior to beginning a planned service interruption. Planned service interruptions are necessary to perform routine system maintenance. There will be no more than 36 hours of scheduled downtime per calendar year
  • "Service" means access to the application platform provided by HealthEd On Demand, L.L.C., to users under the applicable User Terms and Conditions Agreement and Patient Notice of Privacy Practices
  • "Service level" means the performance metric(s) that HealthEd On Demand, L.L.C., agrees to meet in the delivery of the services
  • “Response time” is defined as the total elapsed time from issue notification through issue response, which may or may not include a resolution. If additional time is required for development or testing to ensure proper resolution of the application function, HEOD will post an advisory notice that will appear upon user login

System availability

HEOD application is a Web-based platform that will be available to users 7 days a week, 24 hours a day, 365 days a year. The system will be operational at least 99.9% of the time, excluding scheduled downtime, in any calendar month.

Downtime

HEOD will review issue reports daily. HEOD will review and prioritize the need for system adjustment based on the severity (degree to which application operation is impacted) of the issues incurred. Downtime will be consolidated to minimize outage during periods of peak user activity. Users will receive a service interruption/service restored notice per occurrence. The timing of the notice will be determined based on the urgency and extent of the needed repair/adjustment.

Scheduled downtime

HEOD will notify users of scheduled downtime at least 24 hours prior to the commencement of such downtime.
 
Reporting an issue
 
  • All issues related to the HEOD application platform should be reported to support@healthedondemand.com with the following information:
    • User name and email address
    • Brief description of issue
    • Browser type and version (if known)
  • Issues reported to HEOD Technical Support during regular business hours 
  • (9 am to 5 pm ET, Monday–Friday) will be acknowledged within 1 business day (24 hours) of issue notification. If an issue is reported during a non business day (holidays or weekends), acknowledgment may be delayed.
    • Acknowledgments may include:
      • Issue resolution
      • Request of additional information
      • Estimated time for resolution
    • Upon issue resolution, users will be notified via email

Exclusions

The terms of this SLA do not apply to any service or any performance issues caused by factors outside of HEOD’s reasonable primary control, including, but not limited to, acts of God; acts of government; flood; fire; earthquakes; civil unrest; acts of terror; strikes or other labor problems (other than those involving HEOD employees); Internet service provider failures or delays; or the result of malfunction, defect, or other issue related to user’s equipment or third-party equipment, or both, as these are not within the primary control of HealthEd On Demand, L.L.C.

Contact

For any questions, concerns, or requests for technical support, please contact support@healthedondemand.com.