This Service Level Agreement (“SLA”) is between Citus Health, Inc. and Customer for the provisioning of IT services required to support and sustain related products.
This SLA may be revised from time to time by Citus Health, Inc. and any material changes will be communicated to Customer.
2. Purpose & Objectives
The purpose of this SLA is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to Customer by Citus Health, Inc.
The objectives of this SLA are to:
3. Stakeholders
The following represent the primary stakeholders associated with this SLA:
Citus Health, Inc.: “Citus”
Customer: “Customer”
4. Service Agreement
The following detailed service parameters are the responsibility of Citus.
The following Services are covered by this SLA:
Customer responsibilities and/or requirements in support of this SLA include:
Citus responsibilities and/or requirements in support of this SLA include:
Assumptions related to in-scope services and/or components include:
5. Service Management
Coverage parameters specific to the support service(s) covered in this SLA are as follows:
In support of services outlined in this SLA, the Citus will respond to service-related incidents and/or requests submitted by the Customer as defined below:
Business Impact |
Definition |
Initial Response Time |
Work Schedule |
Resolution Time |
Severity 1 (Emergency) |
Business is severely impacted or there has been a critical work stoppage created by the problem |
1 Hour |
Work begins immediately and continues 7×24 until temporary repair or Workaround is in place.
|
6 Hours |
Severity 2 (High) |
Business is impacted but not a mission critical function – the problem affects the overall functionality, but the key elements are functioning properly with possible Workarounds |
4 Hours |
Work begins immediately and continues during business hours until temporary repair or workaround is in place.
|
1 Day |
Severity 3 (Medium) |
Business is not significantly impacted. There is full functionality, but a defect does exist which should eventually be corrected.
|
1 Day |
Work begins as mutually agreed upon by the Parties based on impact.
|
Prioritized per the Citus release cycle working with the customer |
Severity 4 (Low) |
Any general questions and issues pertaining to the Application |
5 days |
Work begins as mutually agreed upon by the Parties based on impact.
|
Prioritized per the Citus release cycle and roadmap |
Service Level Definition |
Formula |
Performance Credits |
Example Calculation(s) |
Citus Health Platform will be available to Authorized Users for normal use 100% of the time each month, excluding the Maintenance and Upgrade Window |
(Actual Uptime / Scheduled Uptime) * 100 = Percentage Uptime |
Where Percentage Uptime is greater than 99.9%, no Performance Credits will be due to Customer Where Percentage Uptime is equal to or less than 99.9%, and Customer notifies Citus of such failure Customer shall be due Performance Credits in the amount of 5% of the Monthly Subscription Fee (as calculated on a monthly basis for the reporting month) for each 1% reduction in Percentage Uptime |
Reporting month is February 2018 (40,320 minutes) Maintenance and Upgrade Window of Tuesdays from 2:00 a.m to 4:00 a.m. Eastern Standard Time (equals Excusable Downtime of 480 minutes) Scheduled Uptime equals 39,840 minutes (total minutes of 40,320 in February 2018 less 480 minutes of Excusable Downtime) Assuming Actual Uptime of 39,100 minutes. A Percentage Uptime is calculated as follows: (39,100 / 39,840) *100 = 98.14% Customer is due 1% Performance Credits |
Citus backups the Customer’s production data in various locations different from where production system is deployed. Citus uses AWS S3 for storing the backup data which is a geo-redundant service.
Customer shall have the right to export the Customer Data in CSV format or MySQL/PostgreSQL format at its own cost and expense.