Sansoro Health Service Level Agreement

 

1. Support Services.

Provided that Licensee timely remits all Fees, Sansoro will provide the support services as described in this Agreement (“Support Services”): (i) Licensee access to Emissary technical support via telephone and email 24 hours per day, 7 days per week, provided that Licensee provides adequate access to its systems to ensure efficient troubleshooting, (i.e., VPN access and other specifics as mutually agreed by the Parties, on a case by case basis); (ii) make available Updates from time to time, as the same are developed and released by Sansoro; and (iii) correct errors as reasonably practicable, subject to the Service Level Agreement set forth below in this Agreement.

 

2. Updates.

Sansoro will provide Support Services for

a. the most current version of Emissary that applies to the EMR Platform; and

b. the immediate prior major version of Emissary that applies to the EMR Platform.

Licensee is encouraged to stay current and use the most recent components of Emissary provided by Sansoro to Licensee. Licensee is responsible for acquiring at its own cost any updated or additional hardware, firmware, or other components necessary to implement or use any Updates, including any required to upgrade or retrofit any of the Licensee Product. It is Licensee’s obligation to ensure it is using the hardware required to properly support its systems, the EMR Platforms, Emissary, and any new software features and functionality.

 

3. Limitations.

Support Services hereunder do not cover any damage or failure resulting from any cause beyond Sansoro’s reasonable control, including without limitation, unauthorized or third-party modifications or repairs, products not supplied by Sansoro, or any product failure that Sansoro reasonably determines is not a result of failure in Emissary or Support Services provided by Sansoro. Licensee is solely responsible for providing technical support to Customers for the Licensee Product, including Emissary incorporated in or used with the Licensee Product. Licensee shall direct Customers to contact only Licensee for technical support for the Licensee Products. Sansoro’s support obligations are limited to providing support to Licensee for Emissary.

 

4. Access.

Licensee will provide Sansoro secure remote access to Licensee’s systems through a mutually agreed upon method specifically for system diagnostics in order to facilitate the delivery of offsite services and/or troubleshooting.

 

5. Travel.

Support Services charges do not provide for any travel by Sansoro personnel. If any such travel is necessary, and mutually agreed to, the consulting time and related travel expenses shall be billed to Licensee at Sansoro’s then existing usual and customary rates, but no such travel shall be initiated by Sansoro without Licensee’s prior approval.

 

6. Support Service Requests.

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.

a. In order to provide the most efficient level of service, routing will be as follows:

i. 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

ii. 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.

iii. Business Critical issues regardless of time of day or location of end user – call support directly

b. 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.

 

7. Priority Levels.

Severity designations are assigned to Support Service requests (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:

Severity Level Description Criteria for Severity Level
(one or more may be present)
Emergency Critical Business Impact
  • Total loss of critical application / system
  • Total loss of production service(s) to any part of Customer’s business and no workaround, bypass or alternative is immediately available
  • Impacts one or more service levels, revenue streams or delivery schedules
  • An imminent outage that could turn into a total loss of production service(s) or could cause any of other Emergency Severity criteria described above
High Priority High Business Impact
  • A key enterprise component, application, critical system or network is down, degraded or unusable
  • Major loss of production service(s) to any part of Customer’s business that does have a work around
  • Processing is severely impacted or multiple Customers are impacted and no acceptable workaround, bypass or alternative exists
  • Potential critical impact on a service delivery condition exists
Medium Priority Medium Business Impact
  • An enterprise component or procedure is down, unusable or difficult to use
  • Minor loss of an application(s) or production service(s) is degrading service but does not prevent the delivery of service to the Customer
  • Impaired ability to deliver service affecting scattered users
  • Problems that would be considered Emergency or High Priority Severity Level that have a workaround, alternative or bypass
  • An acceptable workaround, alternative or bypass exists
Low Priority Low Business Impact or Question
  • Component or procedure that is not critical to the Customer
  • Alternative is available, deferred maintenance is acceptable
  • An acceptable workaround, alternative or bypass exists
  • Minimal impact to business
  • No production systems, applications or environment is affected
  • “How to” questions

 

8. 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.

Problem Severity Response
Emergency: Critical Business Impact

Contact Center shall respond as soon as is reasonably practicable, but in no event no more than thirty (30) minutes following receipt of an Emergency problem report. Such response shall indicate the status of the proposed resolution or workaround. If a fix is available, Sansoro shall provide it as soon as reasonably practicable. If a fix is not immediately available, Sansoro will use its best efforts to provide a workaround or a fix within 48 hours, if the problem is reproducible. If helpdesk can provide a workaround, a developer shall be made available as soon as reasonably practicable. Sansoro or its designee will provide updates at least hourly.

High: High Business Impact

Contact Center shall respond as soon as is reasonably practicable, but in no event no more than thirty (30) minutes following receipt of a High problem report. If a fix is available, Sansoro shall provide it as soon as reasonably practicable. If a fix is not immediately available, Sansoro shall use its best efforts to provide a workaround or a fix within three (3) business days, if the problem is reproducible. Sansoro or its designee will provide updates at least once per day.

Medium: Medium Business Impact

Contact Center shall respond as soon as is reasonably practicable, but in no event no more than ninety (90) minutes following receipt of a Medium problem report. If a fix is available, Sansoro shall provide it as soon as reasonably practicable. If a fix is not immediately available, Sansoro shall use its best efforts to provide a workaround or a fix as soon as reasonably practicable, if the problem is reproducible. Sansoro or its designee will provide updates at least once every three business days.

Low: Low Business Impact or Question Contact Center shall respond as soon as is reasonably practicable, but in no event no more than ninety (90) minutes following receipt of a Severity 4 problem report. Sansoro will use reasonable efforts to provide a workaround or a fix, and may incorporate fix in a future release of Emissary.

 

9. Assumptions, Constraints, and Identified Risks.

a. 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.

b. 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.

c. 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. 

d. Licensee will provide escalation lists and protocols, including contact names, contact methods, response policies and procedures, and definitions of critical events.

e. 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.

f. 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.