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.

How MUP is measured

Availability is sampled by an automated probe against the application and the API every five minutes. Each observation represents its five-minute interval; an observation in which the Service did not respond correctly counts that interval as Downtime.

Unmeasured time is not counted as available. The denominator is every minute in the calendar month, so a gap in our own monitoring cannot silently improve the reported figure. Where continuous measurement covered less than 95% of a month, we publish that month as not certifiable rather than estimating it — an uncertifiable month is neither a breach nor a pass, and we will not report a number we cannot stand behind.

Continuous measurement began 2026-08-05. Months before that date were not measured on this basis and are not certifiable. The first complete reportable month is September 2026.

Measured figures, per month and per service, are published at /status and via the public /v1/status/sla endpoint, including the coverage achieved for each month.

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. Credits are assessed against the published measured MUP for the month; where a month is not certifiable, we will not assert that a target was met, and a credit request for that month is assessed on the incident record.

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.