Dashboard Service Level Terms & Conditions

 Response Time: 

• CareFlo agrees to acknowledge all support requests within 4 business hours of receipt, during standard business hours (e.g., 9:00 AM to 5:00 PM, Monday to Friday, excluding holidays).
• Please submit all service-related issues to support@careflo.health
• For critical outages, CareFlo will respond within 1 hour.

Resolution Time: 

• CareFlo will make beyond reasonable efforts to resolve all support requests within the following timeframes:
  
  • Critical issues, (outages): Within 24 hours
  • High-priority issues: Within 48 hours
  • Medium-priority issues: Within 3 business days
  • Low-priority issues: Within 5 business days

• Complex or systemic issues may require additional time for resolution, and CareFlo will provide regular updates on the progress.

Reporting and Communication:

• Should the resolution of an issue take long than a day, CareFlo will provide daily updates to the client on the status of reported issues, including progress updates, expected resolution times, and any workarounds or temporary solutions.

Uptime Guarantees:

• CareFlo guarantees a minimum uptime percentage for the service, excluding scheduled maintenance windows. The uptime percentage will be measured over a monthly period.
• CareFlo commits to maintaining a minimum uptime of 95% per month.
• In the event that the uptime falls below the guaranteed percentage, CareFlo will provide service credits proportional to the downtime experienced within the month and the Client's monthly service fee.

Escalation Procedures:

• Should a service level issue remain unresolved or prolonged, The Client may escalate the issue by requesting a meeting with CareFlo's higher-level management. CareFlo warrants that it will conduct said meeting within 3 business days of the request.
• If after said meeting Client feels there is no clear path to resolution, they must provide a breach notice in writing detailing exactly what has caused the breach and include a 10-business day period for resolution.
• Should the issue defined in the breach notice not be resolved, the Client may then terminate their service agreement without any liability. An abatement will be provided pro rata for any payments applicable to the time period after the breach.