Service Level Agreement Overview
Validic's Service Level Agreement (SLA) ensures that the service, excluding Third Party Services, will be operational and available to clients for at least 99.5% of the time in any calendar month. This commitment demonstrates Validic's dedication to providing reliable and consistent services to support clients in their healthcare initiatives.
Key Definitions in the SLA
Validic's SLA defines various terms crucial for understanding the service levels provided. For example, downtime is specified as occurring when more than 5% of API calls return an error, as logged by Validic's servers. The Monthly Uptime Percentage is calculated by determining the total minutes in a calendar month minus the minutes of downtime suffered, divided by the total minutes in the month.
Service Credit Provision
In cases where the Monthly Uptime Percentage falls below the SLA standards, Validic may issue service credits to the client. This ensures that clients receive compensation for any service interruptions that do not meet the agreed-upon levels. The process for claiming service credits is outlined, emphasizing the importance of notifying Validic in writing within a specified timeframe to be eligible for credits.
Exclusions and Eligibility Criteria
Validic's SLA contains exclusion clauses that specify situations where the SLA does not apply. For instance, issues caused by factors outlined in the 'Force Majeure' section of the Agreement or those resulting from client or third-party equipment are exempt from SLA coverage. Additionally, clients must meet certain eligibility criteria, such as staying current on payment of fees, to qualify for SLA credits during downtime.
Continuous Improvement and Client Satisfaction
By adhering to the SLA and continually monitoring service levels, Validic ensures a focus on continuous improvement and client satisfaction. This commitment to upholding SLA standards demonstrates Validic's dedication to providing high-quality services to support healthcare initiatives, enhance patient-generated health data, and improve clinical outcomes.