SERVICE LEVEL AGREEMENT

Service Level Agreement

Addatech’s Service-Level Agreement is a commitment between Addatech as a service provider and each of its clients. This section identifies the services required and the expected level of services to be provided by Addatech, for as long as the client agrees and uses Addatech’s services, subject to review and renewal.

Service Commitment

Addatech will deploy commercially reasonable efforts to make its clinic management platform (the “Platform”) accessible and operational at least 99% of the time during each calendar month, during the times when users who pay for Addatech software license(s) on a subscription basis (the “Subscribers”), or other users who use the service without paying (the “Users”) would normally access the Platform, subject to any exclusions set forth in this Service Commitment.

Addatech’s Service Commitment will be assessed via XXX (website), an independent third-party service provider.

Compensation

If Addatech does not meet its Service Commitment for a or any calendar month, with direct impact over the business affairs of a Subscriber, the Subscriber will be entitled to compensation.

To receive compensation, a Subscriber must contact support@addatech.ca within 30 days after the end of the month in which the failure occurred. Failure to contact Addatech will result in no compensation. This compensation will be the sole and exclusive remedy offered by Addatech if it does not meet its Service Commitment.

Exclusions

The following disruptions are specific exclusions to this agreement, and do not provide a means to obtain compensation:

Minimal Downtime. Any intermittent interruption and/or downtime for a period equal or less than ten (10) minutes.
Scheduled Maintenance. Any occasional, scheduled or not, maintenance of the Platform to, but not limited to, add resources, upgrade the software, install security patches, or any other such events. Addatech is committed to ensure Scheduled Maintenance(s) will typically occur during periods of lowest or lowest anticipated system usage. Addatech is committed to provide reasonable notifications to users before any Scheduled Maintenance. Addatech will deploy reasonable efforts to reduce the impact of the Scheduled Maintenance(s). User experience at such times may be impacted - certain components of the Platform may be offline, or may be operating at reduced capacity levels, or may be operating in less redundant modes.
External Factors. Addatech may not be held accountable for events beyond Addatech’s reasonable control, including, but not limited to, power outages, external forces affecting the reliability of the internet, and computer systems or other devices through which the Subscriber or its users access the Platform.

Updated on September 20th, 2020. This Service Level Agreement is subject to changes and updates from time to time.

SERVICE LEVEL AGREEMENT