Service Level Terms
Definitions
“Availability Hours” means 24 hours multiplied by the number of days in the applicable Reporting Period and then deducting from this result any Scheduled Downtime hours occurring in such Reporting Period.
"Downtime" means the total number of minutes, within a Reporting Period, the Services are not available to and usable by Customers, excluding maintenance time.
"Maintenance" means scheduled unavailability of StudyTeam as announced by Reify prior to being unavailable.
“Reporting Period” means the period of time for which SLAs are measured.
“Scheduled Downtime” means scheduled maintenance of the SaaS Services during a Reporting Period in accordance.
Service Commitment
· StudyTeam service commitment is 99.9% uptime.
· The Reporting Period for uptime calculation is quarterly.
· The total amount of Scheduled Downtime shall not exceed 240 minutes during any Reporting Period.
Service Level
+ Description
Response Time
Resolution Time
Service unusable, data corruption or other event resulting in the Service being rendered inoperable, disabled or inaccessible with no work around.
Service undergoing severe performance degradation, causing high impact to business operations and with no work around.
Service undergoing severe performance degradation, causing high impact to business operations but with a work around available that may not be scalable. Partial, non-critical loss of Service that has medium to low impact, but reasonable short-term work around is available.
A routine technical issue, information requested on application capabilities, navigation, or bug affecting a small number of users but reasonable work around is available.
+ Description
Service unusable, data corruption or other event resulting in the Service being rendered inoperable, disabled or inaccessible with no work around.
Response Time
Resolution Time
+ Description
Service undergoing severe performance degradation, causing high impact to business operations and with no work around.
Response Time
Resolution Time
+ Description
Service undergoing severe performance degradation, causing high impact to business operations but with a work around available that may not be scalable. Partial, non-critical loss of Service that has medium to low impact, but reasonable short-term work around is available.
Response Time
Resolution Time
+ Description
A routine technical issue, information requested on application capabilities, navigation, or bug affecting a small number of users but reasonable work around is available.
Response Time
Resolution Time
Availability Service Credits
Reify leverages commercially reasonable measures to remediate incidents within the Minimum Service Level or provide a mutually agreed upon workaround.
If Reify Health fails to meet its Service Commitment during any given Reporting Period and Customer request service level credits, then Reify Health will award Availability Service Credits. The Availability Services Credit for the applicable Reporting Period is calculated in accordance with the following formula:
[(Availability Hours – Unscheduled Downtime Hours) / Availability Hours] * 100%
For each 1% below the Service Commitment, a credit of 0.1% of SaaS Services Fees for the applicable Reporting Period will be accrued. The max value of the accrual shall not exceed 50% of the SaaS Service Fees for the applicable Reporting Period.
If any accrued credits are unutilized upon expiration of your subscription, then Reify will apply such credits to any other fees or expenses that are owed to us.
Maintenance Notice
A majority of Reify Health’s product releases do not require downtime, and these releases typically occur during the hours of 9AM-5PM ET.
For planned downtime (e.g., system maintenance), Reify will send notice to affected customers using the Status Page, listed below, at least 7 days in advance or as soon as reasonably possible. Releases with planned downtime will be scheduled between 8PM - 2AM ET.
In the event of an emergency maintenance (e.g., critical security patches), Reify may send notices within the hour and/or retroactively once service resumes.
Status Updates and Reporting
StudyTeam publishes our system status reports on our Status Page. Announcements related to ongoing incidents will be published on our Status Page to disclose relevant new information or changes to the status of the incident.
Upon request, Reify can provide Incident Response Resolution Reports. The delivery commitment, as defined in the Service Level chart, of the report commences upon receipt of the request.
Standard Support Hours
Reify provides ongoing support for all StudyTeam Users for the duration of the Services. Our standard support tools for StudyTeam includes email (support@reifyhealth.com), phone +1-857-267-3447, and video support.
All Priority 1 and 2 issues (as defined in the above Service Levels) are serviced 24/7, 365 days a year.
Our hours (the “Support Hours”) for on-demand training and support issues/inquiries deemed Priority 3 and/or 4 are as follows:
- APAC: M-F 4 AM - 1 PM GMT+9
- Americas: M-F 7 AM - 7 PM GMT-4
- EMEA: M-F 12 PM - 12 AM GMT +1
All Priority 1 and 2 issues (as defined in the above Service Levels) are serviced 24/7, 365 days a year.
Maintenance and Security
Reify Health stores transaction information on secure computers located in a physically secure data center. Reify Health employs technology which is consistent with high industry standards for firewalls and other security technology to help prevent Reify Health computers from being accessed by unauthorized persons.
The Product and all Reify Health equipment are continuously monitored (24 hours per day; 7 days per week) for health and performance using internal monitoring software and an external third party monitoring service.
- Daily Backups – 8 days
- Weekly Backups – 32 days
- Monthly Backups – 2,556 days
Recovery Time Objective (RTO) - Is the timeframe to fully restore a given system or service. Reify Health leverages industry best practices to ensure that its production systems achieve a twenty-four (24) hour RTO.
Miscellaneous
Reify Health reserves the right to update and modify the Service Level Agreements contained herein, at which time Reify Health will notify our customers via email.
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