NetSolutions Service Level Agreement
Section 1. Services
This area describes the services features, components, and terms of this agreement that will be provided to the Client (“Services”). The specific quantity, type, and details of the Services purchased by Client will be specified by the plan the client signs up for and makes agreed upon payments. Only services agreed upon and paid for will be completed.
1.1 Services Summary
The Services are composed of electronic health record and financial management software for hospitals, skilled nursing facilities, and assisted living communities. Unless otherwise expressly specified, all Services will be delivered remotely from Cantata. Third Party applications may be used by Cantata to complete the requested services.
1.2 Components
The software comprises different modules of which the client may have subscribed to for one or more facilities. The contract between Cantata and the Client details which modules the Client has access to.
1.3 Core Upgrades
We will ensure that the SaaS software is using the most recently released core version of the software. All Maintenance and Support Contracts require the Client to be using the current or a version not older than 1 year.
1.4 Operations & Support
1.4.1 Service Availability
Phone and email support is available as per your plan as follows:
8:00 A.M. to 8:00 P.M EST, Monday to Friday, not including Federal Holidays.
1.4.2 Timeliness
The following table identifies the timeliness of the services required and the resolution for the level of services for the SaaS product.
Cantata and Client will mutually agree upon the severity of the problem. If a mutual agreement can not be agreed upon, the final determination as made by Cantata will prevail.
Cantata agrees to respond within the Initial Response Time and to confirm the problem in the Targeted Resolution Time.
Both parties understand and agree that the resolution of such problems are occasionally more complex than originally reported. In such circumstances, Cantata may not always be able to complete the resolution in the agreed upon time frame. In such remote possibilities, Client agrees to aid Cantata as requested by Cantata to resolve the issue and understand that it may take longer than detailed for such resolution.
Service Level Agreement |
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Priority | Production Impact | Initial Response Time | Target Resolution Time |
1 – Critical | Major business process stopped and no known workaround.
Whole company affected. |
60 minutes | 2 hours |
2 – High | Major business process stopped.
Large group of users affected. OR Major business process degraded but reasonable workaround. Whole company affected. |
4 hour | 4 hours |
3 – Medium | Major business process stopped and no known workaround.
Small group of users affected. OR Major business process degraded but reasonable workaround. Large group of users affected. OR Business process irritated. Whole company affected. |
6 – 8 hours | 1 day |
4 – Low | Major business process degraded but reasonable workaround.
Small group of users affected. OR Major business process degraded but reasonable workaround. Large group of users affected. OR Business process irritated. Small group of users affected. |
Next business day | 3 days |