Service Level Agreement
Exhibit B to the Master Service Agreement
This Service Level Agreement (this "SLA") describes the availability commitment, maintenance practices, support targets and service credits that apply to the Nuvanei Health platform (the "Services") under the Master Service Agreement between [Company legal name], doing business as Nuvanei Health ("Nuvanei Health"), and the subscribing practice (the "Practice"). Capitalized terms not defined here have the meanings given in the Master Service Agreement.
1. Availability Commitment
1.1 Monthly Uptime Percentage. Nuvanei Health will make the Services available with a Monthly Uptime Percentage of at least 99.9%, measured for each calendar month.
1.2 Measurement. Monthly Uptime Percentage = (total minutes in the month − Downtime minutes) ÷ total minutes in the month × 100. "Downtime" means any period of five (5) or more consecutive minutes during which the provider application, the patient application or the application programming interface returns errors or fails to respond for all Practices, as measured by Nuvanei Health's monitoring systems.
1.3 Exclusions. Downtime does not include unavailability caused by: (a) Scheduled Maintenance under Section 2; (b) emergency maintenance required to address a security vulnerability or imminent risk, limited to the time reasonably necessary; (c) failures of Partner Services, the Practice's own equipment, network or internet connectivity, or third-party services outside Nuvanei Health's control; (d) suspension permitted under the Master Service Agreement; (e) the Practice's or its users' acts or omissions, including misuse of the Services; or (f) events beyond Nuvanei Health's reasonable control as described in the Master Service Agreement.
2. Maintenance
2.1 Scheduled Maintenance. Nuvanei Health may perform scheduled maintenance that affects availability during the window of Saturday 11:00 p.m. to Sunday 3:00 a.m. Eastern Time, not to exceed four (4) hours in any calendar month, with at least forty-eight (48) hours' notice through the Services.
2.2 Routine releases. Routine software releases are designed to be performed without Downtime and may occur at any time.
3. Support
3.1 Channels and hours. Support is available by email on every plan, by chat on the Practice and Group plans, and by telephone on the Group plan, during business hours (Monday to Friday, 8:00 a.m. to 8:00 p.m. Eastern Time, excluding United States federal holidays). Urgent incidents may be reported at any time through the urgent-incident channel published in the Documentation.
3.2 Severity levels and response targets.
| Severity | Definition | Initial response target | Status updates |
|---|---|---|---|
| Severity 1 — Critical | The Services are unavailable or patient-safety-relevant data is inaccessible for the Practice | 1 hour, 24×7 | Every 2 hours until resolved |
| Severity 2 — High | A core function (scheduling, charting, messaging, billing) is materially impaired with no workaround | 4 business hours | Every business day |
| Severity 3 — Normal | A function is impaired but a workaround exists, or a non-critical defect | 1 business day | On resolution |
| Severity 4 — Low | Questions, how-to requests and enhancement suggestions | 2 business days | On resolution |
3.3 Response targets measure the time to acknowledge an incident and begin work, not the time to resolution. Nuvanei Health will work continuously on Severity 1 incidents until service is restored.
4. Service Credits
4.1 Credit schedule. If the Monthly Uptime Percentage for a month falls below the commitment, the Practice is entitled to a credit against the fees for that month as follows:
| Monthly Uptime Percentage | Service credit (percentage of monthly fees) |
|---|---|
| 99.0% to less than 99.9% | 10% |
| 95.0% to less than 99.0% | 25% |
| Less than 95.0% | 50% |
4.2 Claims. To receive a credit, the Practice must submit a claim to [support email] within thirty (30) days after the end of the affected month, identifying the dates and times of the Downtime. Nuvanei Health will verify the claim against its monitoring records and apply approved credits to the next invoice (or, for annual plans, as a credit against the next renewal).
4.3 Sole remedy. Service credits are the Practice's sole and exclusive remedy for any failure by Nuvanei Health to meet the availability commitment. Credits may not exceed fifty percent (50%) of the fees for the affected month, have no cash value, and are not available during a Trial Period or while fees are overdue.
5. Data Protection and Continuity
5.1 Backups. Production databases are backed up continuously with point-in-time recovery for the preceding thirty-five (35) days, and daily snapshots are retained for ninety (90) days in an encrypted, geographically separate location.
5.2 Recovery objectives. In the event of a regional disaster, Nuvanei Health targets a recovery time objective (RTO) of eight (8) hours and a recovery point objective (RPO) of fifteen (15) minutes.
5.3 Status communication. Nuvanei Health maintains a service-status page and will post incident notices and post-incident summaries for Severity 1 incidents within five (5) business days of resolution.
6. Changes to this SLA
Nuvanei Health may update this SLA in accordance with the change provisions of the Master Service Agreement. Updates will not reduce the availability commitment or the service credits applicable to a Subscription Term already paid for.
This document is a pre-release draft provided for review and has not yet been approved by legal counsel. A final version will be published and, where required, re-acceptance requested.