SERVICE LEVEL AGREEMENT

All Support Service requests shall be made by Licensee to Sansoro by accessing a designated technical support phone number or support portal (to be provided prior to initial service commencement), which will be staffed 24 hours per day, seven days per week during the Support Services term. The technical support contact center may be staffed by Sansoro, or other entity subcontracted to Sansoro (“Contact Center”). Information Technology (IT) support services will be available:

  • In order to provide the most efficient level of service, routing will be as follows:
    • Non-critical during normal business hours Monday through Friday (designated holidays excepted) (8:00 A.M. - 5:00 P.M. Central US Time) – call, email, open ticket through Contact Center customer portal
    • Non-critical after business hours – call, email, open ticket through Contact Center customer portal directly for support.  When Contact Center opens for business the following day, Contact Center will respond by 10am Central US time.
    • Business Critical issues regardless of time of day or location of end user – call support directly
  • Support Service requests are prioritized by severity, and then by the order in which each Support Service request is received. Critical equipment outages are treated with the highest priority. Contact Center will acknowledge every Support Service request within the time frames indicated below.

Priority Levels” are the severity designation assigned to a Support Service request (i.e., Emergency, High Priority, Medium Priority, or Low Priority).  All Support Service requests and/or contacts with the Service Desk will be logged and assigned a level of priority based on the Severity Levels identified in the table below:

Sansoro Emissary SLA_Page_2.jpg

Response Times

Contact Center will respond to any Support Service request phone call received through the designated Tech Support number and will perform the applicable response in the column entitled “Response” in the table below in accordance with the applicable severity level described in the column entitled “Problem Severity” in the table below.

Assumptions, Constraints, and Identified Risks

  • Any development environment is assumed to be used for development and user acceptance testing only.  If the environment is used for production purposes, Sansoro may assess additional charges (data, CPU, bandwidth, etc.) because the environment has been sized for the development and testing purposes only.
  • Occasional downtime may be required for periodic proactive maintenance, including security patching. Sansoro or its designee will make commercially reasonable efforts to provide at least 72 hours advance notification by email to Customer of scheduled downtime. However, Customer acknowledges that emergency patches and updates may require downtime with less advance notification.
  • Licensee will notify Sansoro of the date any Customer will install an upgraded version of the EMR platform software, and within 90 days of such notification and such Customer having installed a new version of the EMR platform software in one of its pre-production environments, Sansoro will test all functionality with the upgraded EMR platform software and either: a) confirm the functionality operates as intended; b) resolve any issues; or c) identify issues that cannot be resolved within the 90 day period and develop a work plan for resolving those issues. 
  • Licensee will provide escalation lists and protocols, including contact names, contact methods, response policies and procedures, and definitions of critical events.
  • The Contact Center will function as the first contact point for all Support Services requests.  The issue will be assigned to an appropriate support team for resolution.
  • We may revise the terms and conditions of this Service Level Agreement from time to time, and will always post the most current version on our website at http://www.sansorohealth.com/SLA. Any change to the Service Level Agreement will become effective 30 days after posting. Your continued use of the Software after we post any such changes will be deemed to be acceptance of such changes, so please check our website periodically for updates.
  •  Any development environment is assumed to be used for development and user acceptance testing only.  If the environment is used for production purposes, Sansoro may assess additional charges (data, CPU, bandwidth, etc.) because the environment has been sized for the development and testing purposes only.
  • Occasional downtime may be required for periodic proactive maintenance, including security patching. Sansoro or its designee will make commercially reasonable efforts to provide at least 72 hours advance notification by email to Customer of scheduled downtime. However, Customer acknowledges that emergency patches and updates may require downtime with less advance notification.
  • Licensee will notify Sansoro of the date any Customer will install an upgraded version of the EMR platform software, and within 90 days of such notification and such Customer having installed a new version of the EMR platform software in one of its pre-production environments, Sansoro will test all functionality with the upgraded EMR platform software and either: a) confirm the functionality operates as intended; b) resolve any issues; or c) identify issues that cannot be resolved within the 90 day period and develop a work plan for resolving those issues.
  • Licensee will provide escalation lists and protocols, including contact names, contact methods, response policies and procedures, and definitions of critical events.
  • The Contact Center will function as the first contact point for all Support Services requests.  The issue will be assigned to an appropriate support team for resolution.
  • We may revise the terms and conditions of this Service Level Agreement from time to time, and will always post the most current version on our website at http://www.sansorohealth.com/SLA. Any change to the Service Level Agreement will become effective 30 days after posting. Your continued use of the Software after we post any such changes will be deemed to be acceptance of such changes, so please check our website periodically for updates.