Service Level Agreement (SLA) & Uptime Guarantee

1. 99.9% Uptime Commitment

Smart HMS will maintain at least 99.9% Monthly Uptime Percentage during each calendar month (“Service Commitment”). If Smart HMS fails to meet this threshold, Customer is entitled to receive Service Credits as outlined in Section 5.

Monthly Uptime is calculated as:

2. Scheduled Maintenance Windows

To ensure ongoing security patches, database optimizations, and system enhancements:

• Routine Maintenance Windows: Conducted during low-traffic off-peak hours (typically 01:00 AM – 04:00 AM local clinic time).
• Advance Notice: Smart HMS will provide at least forty-eight (48) hours advance written notice via email and dashboard announcements for any maintenance requiring downtime.
• Zero-Downtime Deployments: Application updates, UI improvements, and feature releases are deployed continuously using blue-green container deployments with zero downtime.

3. Incident Severity Levels & Guaranteed Response Times

Support tickets submitted through our emergency portal or API monitoring are categorized by operational impact:

• Severity 1 (Critical Emergency): Total outage of core hospital functions (e.g., admissions down, pharmacy POS offline, inability to access patient charts).
  Initial Response Time: ≤ 15 minutes (24/7/365)
  Status Updates: Every 30 minutes until resolution.
• Severity 2 (Major Impairment): Significant feature impairment with no immediate operational workaround (e.g., diagnostic lab sync delayed, report printing error).
  Initial Response Time: ≤ 1 hour (24/7)
• Severity 3 (Minor Defect): Non-critical bug or workflow friction with an available administrative workaround.
  Initial Response Time: ≤ 4 business hours
• Severity 4 (General Inquiry): Routine configuration guidance, report customization, or account administration.
  Initial Response Time: ≤ 1 business day

4. Business Continuity, RPO & RTO Objectives

Smart HMS employs automated real-time replication across distinct availability zones:

• Recovery Point Objective (RPO): < 15 minutes. Point-in-time continuous transaction log replication ensures minimal data delta in a catastrophic failure.
• Recovery Time Objective (RTO): < 2 hours. Automated failover orchestration switches database read/write masters to a healthy standby zone.
• Offline Local Survivability: Registered local clinic terminals and mobile devices cache active patient queues and admission states locally, syncing back upon cloud reconnection.

5. Service Credits & Compensation

If the Monthly Uptime drops below the committed 99.9%, Customer may claim a credit applied against future subscription invoices:

• 99.0% – 99.89%: 10% credit of monthly billing value.
• 95.0% – 98.99%: 25% credit of monthly billing value.
• < 95.0%: 50% credit of monthly billing value.

To receive credit, Customer must submit a request to billing@smarthms.com within thirty (30) days of the affected month.

6. SLA Exclusions

The Service Commitment does not apply to performance issues or downtime resulting from:

• Customer’s internal local internet provider outages or on-premises network failures.
• Force majeure events (acts of god, national grid failures, armed conflicts).
• Customer’s failure to adhere to system requirements or unauthorized API modifications.
• Scheduled maintenance conducted with prior advance notice.