The formal availability, recovery, response and remedy commitments. These commitments are incorporated by reference into every customer contract. Save as PDF (⌘P / Ctrl+P) for legal and procurement review.
Document version: 2026-05-14 · Latest version always at medicarehis.com/sla
Monthly uptime measured as the percentage of minutes in a calendar month during which the system is reachable and serving requests on the public URL. Measured by independent third-party uptime monitor (UptimeRobot) plus our internal probes. Excludes scheduled maintenance windows declared at least 7 days in advance.
| Tier | Monthly uptime target | Max downtime / month | Service credit if missed |
|---|---|---|---|
| Starter | 99.5% | ~3h 39m | 5% of monthly fee for 99.0–99.5%; 10% below 99.0% |
| Hospital | 99.5% | ~3h 39m | 10% of monthly fee for 99.0–99.5%; 20% below 99.0% |
| Enterprise / Group | 99.9% (negotiable to 99.95% with multi-region) | ~43m | Custom remedies negotiated per contract; typically 15–30% of monthly fee |
99.95% requires multi-machine high availability + multi-region failover and is Stage 2 capability (unlocked when we move from single-machine bluegreen-equivalent to multi-machine Postgres). Enterprise customers requiring 99.95% today should request the per-hospital server deployment instead — that's a self-managed on-prem deployment with no internet-link dependency.
| Metric | Target | Achieved today |
|---|---|---|
| RPO (data) | < 1 hour | ~1 hour (hourly snapshots + tiered local retention + client-side encrypted off-host backup) |
| RPO (audit chain) | < 5 minutes | ~60 seconds (mirror flush cadence to B2 Object Lock) |
| RTO | < 1 hour | ~30 minutes per the documented disaster-recovery runbook |
| Backup retention (local) | 30 days | 48h hot + 28d daily + 30d age cap |
| Backup retention (off-host) | ≥ 90 days | 90-day hide + 30-day delete (120 days total) on B2 |
| Audit-chain retention | 7 years | 7 years on B2 Object Lock Compliance mode (cannot be altered or deleted within retention window — even by us) |
Quarterly disaster-recovery drill exercises the full off-host restore path read-only without touching production: authenticates to both B2 buckets, downloads latest backup, decrypts client-side, extracts, verifies manifest SHA-256 hashes, runs the audit-chunk verifier. Drill output is committed to the governance directory as evidence; available to Enterprise customers on request.
When a customer reports an issue or our monitoring detects one, the response-time clock starts at the moment we receive notification. Different SLAs apply by severity:
| Severity | Definition | Acknowledgement | First fix shipped |
|---|---|---|---|
| Critical (P1) | System unavailable; data loss or active breach in progress; clinical workflow blocked at scale | 1 hour, 24×7 | 7 days |
| High (P2) | Major feature broken; one tenant affected; clinical safety concern | 4 hours, business hours | 30 days |
| Medium (P3) | Bug with workaround; performance degradation; non-blocking display issue | 24 hours, business hours | 90 days |
| Low (P4) | Cosmetic; feature request; suggestion | 7 days | Best effort; queued for roadmap |
Enterprise tier negotiates tighter SLAs per contract (typically: P1 30-min ACK, 24-hour fix; P2 1-hour ACK, 7-day fix). A premium support uplift brings P1/P2 to 24×7 coverage with the Enterprise-tier targets.
Scheduled maintenance windows are announced at least 7 days in advance via email to your nominated technical contact and on the public status page.
If we miss an uptime commitment in a calendar month, a service credit is automatically issued against your next invoice. Service credits are calculated as a percentage of the monthly subscription fee for that tier — see the table in §1.
Outages caused by events outside our reasonable control (declared sub-processor outages, regional internet failures, regulatory action, natural disasters affecting our or our sub-processors' facilities) do not count against the uptime SLA. We will still communicate during force-majeure events per §4.
Independent uptime measurement by UptimeRobot, probing the customer-facing URL every 5 minutes from multiple regions. Internal probes complement this with API-endpoint health checks every 60 seconds. Monthly uptime reports available on request for Hospital and Enterprise tier customers; quarterly for Starter tier.
Live component health, active incidents, planned maintenance, and 90-day uptime are public at medicarehis.com/status. Monthly per-customer reports remain available to Hospital and Enterprise customers on request.
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