Service level agreement
The availability promised to subscribing clinics, support hours, and what happens when the commitment is not met.
This translation is provided for information. Where it differs from the French version, the French version prevails.
This document is being finalised: some of the publisher’s legal details have still to be filled in.
1.Scope
This commitment applies to paid subscriptions in good standing. It does not apply during the trial. An Enterprise contract may set specific commitments, which then prevail over these.
2.Availability
The publisher commits to monthly availability of the Service of 99.5%, measured as the proportion of time during which the application responds to authenticated users.
The following do not count as unavailability:
- scheduled maintenance announced at least forty-eight (48) hours in advance, carried out preferably outside working hours, up to eight (8) hours a month;
- interruptions caused by the Client, its equipment or its internet connection;
- force majeure and failures of public networks;
- maintenance mode, during which records remain readable.
3.Service credits
If monthly availability falls below the commitment, the Client receives, on request, a credit applied to its next invoice:
| Monthly availability | Credit (% of the monthly fee) |
|---|---|
| Below 99.5% and at least 99% | 5% |
| Below 99% and at least 95% | 10% |
| Below 95% | 25% |
The request is sent to support within thirty (30) days of the end of the month concerned. Credits are capped at 25% of the monthly fee and are the sole compensation due in respect of availability.
4.Support
Support is available Monday to Friday, 9am to 6pm (Morocco time), excluding public holidays, from the Help area of the Service or by email at contact@clinoly.com.
| Priority | Example | First-response time |
|---|---|---|
| Urgent | Service unreachable for the whole clinic | 4 working hours |
| High | Essential function unavailable | 1 working day |
| Normal | Question, non-blocking issue | 2 working days |
5.Backups and recovery
Data is backed up at least once a day. In a disaster, the publisher aims to lose no more than twenty-four (24) hours of data and to restore the Service within eight (8) hours. These are objectives, not commitments giving rise to credits.
6.Keeping clients informed
Scheduled maintenance and ongoing incidents are announced in the Service. After a major incident, the publisher sends the clinics concerned a summary of its causes and of the measures taken.