Service Level Agreement

This Service Level Agreement (“SLA”) applies to the WeConsult Rx platform and is incorporated into the Master Services Agreement between WeConsult Rx and Customer.

Definitions

• Service Hours: 24×7 except for Scheduled Maintenance windows.
• Scheduled Maintenance: announced at least 72 hours in advance; targeted at off-peak hours (US weekend nights).
• Downtime: a period in which the production Service is unavailable to Customer due to a fault of WeConsult Rx, excluding Scheduled Maintenance, customer-initiated events, and force majeure.
• Monthly Uptime Percentage (“MUP”):(Total Minutes − Downtime Minutes) / Total Minutes × 100.

Uptime targets

• Starter — 99.5% MUP
• Professional — 99.9% MUP
• Enterprise — 99.99% MUP

Service credits

If MUP falls below the applicable target in a calendar month, Customer may request a credit per the following schedule (applied against the next invoice).

• Starter: 10% credit if MUP < 99.5%, 25% if < 99.0%.
• Professional: 10% credit if < 99.9%, 25% if < 99.5%.
• Enterprise: 10% credit if < 99.99%, 25% if < 99.9%, 50% if < 99.0%.

Credits are the sole remedy for Service unavailability. Credit requests must be submitted within 30 days of the incident close.

Response time targets

• Severity 1 (service down) — 1 hour during business hours.
• Severity 2 (degraded) — 4 business hours.
• Severity 3 (workaround available) — next business day.
• Severity 4 (request) — five business days.

Exclusions

Downtime caused by Customer environment, force majeure, third-party outages outside our control (subprocessor primary providers), Customer-requested upgrades, or beta features is excluded.

Status

Live status: /status.