Service Level Agreement
Effective: April 5, 2026
1. Overview
This Service Level Agreement ("SLA") describes the uptime commitment, support response targets, and remedies that Automated Client System ("we," "us," "our") provides to all paying subscribers of ClinicOS. This SLA applies to all paid plans — Starter, Growth, Professional, and Enterprise.
2. Uptime Commitment
We commit to maintaining 99.9% monthly uptime for the ClinicOS platform, measured as the percentage of total minutes in a calendar month during which the core services are operational and accessible.
| Uptime % | Max Downtime / Month | Max Downtime / Year |
|---|---|---|
| 99.9% | ~43 minutes | ~8.7 hours |
3. Core Services Covered
The uptime commitment applies to the following core services:
- Patient records and EMR access
- Appointment scheduling
- Consultation and SOAP notes
- Billing and invoicing
- User authentication and login
- API access (for Enterprise integrations)
4. Exclusions
The following are not counted as downtime for SLA purposes:
- Scheduled maintenance — We will provide at least 24 hours advance notice for planned maintenance. Maintenance windows are typically scheduled during off-peak hours (12:00 AM – 5:00 AM PHT).
- Force majeure — Events beyond our reasonable control, including natural disasters, government actions, internet backbone failures, and third-party service outages.
- Customer-caused issues — Downtime caused by the customer's own equipment, network, software, or misuse of the platform.
- Third-party integrations — Availability of external services (e.g., payment processors, email providers) that ClinicOS connects to but does not control.
- Beta or preview features — Features explicitly labeled as beta, preview, or experimental.
5. Support Response Times
| Severity | Description | Starter / Growth | Professional | Enterprise |
|---|---|---|---|---|
| Critical | Service completely unavailable | 4 hours | 2 hours | 1 hour |
| High | Major feature degraded | 8 hours | 4 hours | 2 hours |
| Medium | Minor feature issue | 24 hours | 12 hours | 4 hours |
| Low | General question or request | 48 hours | 24 hours | 8 hours |
Response times are measured during business hours: Monday – Saturday, 8:00 AM – 8:00 PM PHT. Enterprise plans receive 24/7 critical incident support.
6. Service Credits
If we fail to meet the 99.9% monthly uptime commitment, affected paying customers are eligible for service credits applied to their next billing cycle:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Service credits are not refunds and cannot be exchanged for cash. Credits are capped at 50% of the monthly subscription fee. To claim a credit, contact us within 30 days of the incident.
7. How to Report Downtime
To report a service disruption or request a service credit, email us at clinicos@automatedclientsystem.com with the subject line "SLA Claim" and include:
- Your clinic name and account email
- Date and time of the disruption (PHT)
- Description of the issue experienced
- Screenshots or error messages (if available)
8. Data Protection & Backups
We perform automated daily backups of all clinic data. In the event of data loss due to a platform failure (not customer action), we will restore data from the most recent backup at no additional charge. Backups are retained for 30 days.
9. Modifications
We may update this SLA from time to time. Material changes that reduce service commitments will be communicated via email at least 30 days in advance. The latest version is always available on this page.
10. Contact
For SLA inquiries, service disruption reports, or credit requests: