1. SERVICE LEVEL TERMS
Service Availability & Performance. Company shall provide 99.9% Platform Availability (access to APIs and Dashboard) and a 95% Processing Turnaround Time ("TAT") (files reaching a "Complete" state measured monthly).
Exclusions. Calculations shall exclude: (i) scheduled maintenance; (ii) outages or failures of third-party LLM providers, utilities, telecommunications providers, or infrastructure service providers outside Company’s reasonable control; (iii) failures of the public internet, customer networks, or customer systems; (iv) delays caused by corrupted, encrypted, incomplete, or malformed Customer data; and (v) events beyond Company’s reasonable control, including acts of God, natural disasters, war, terrorism, civil unrest, labor disputes, governmental actions, or widespread internet outages (force majeure events).
Remedies. Customer’s sole remedy for a failure to meet these levels shall be Service Credits. For each period of Platform Downtime or Processing Stall (defined as files remaining in "Pending" status beyond the TAT) lasting longer than one hour, Company will credit Customer 2% of the monthly Service fees for each 1-hour increment of continued unavailability; provided that no more than one such credit will accrue per day. Credits are capped at 25% of monthly fees and are applied only if a customer requests them and apply to future invoices only.
Notice & Verification. Credits must be requested in writing within seven (7) days of the incident. Availability and TAT shall be determined solely by Company’s system logs and monitoring tools. Credits are non-refundable, hold no cash value, and apply only to the month of the incident. Company’s blocking of data or suspension of accounts for policy violations shall not constitute a failure of service levels.
MEDICAL RECORD PROCESSING STANDARDS (TAT)
In addition to Platform Availability, Company commits to a 95% Processing Turnaround Time ("TAT") for valid Medical Records, subject to the volume tiers below.
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Document Volume | Target TAT (95th percentile) | Service Stall Threshold |
|---|---|---|
Standard Batch ( < 1,000 pgs) | 30 Minutes | > 2 Hours |
Bulk Batch (1,000-10,000 pgs) | 4 Hours | > 8 Hours |
Bulk Batch (>10,000-25,000 pgs) | 6 Hours | > 12 Hours |
Bulk Batch (>25,000-50,000 pgs) | 10 Hours | > 24 Hours |
Enterprise Batch ( > 50,000 pgs) | 24 Hours | > 48 Hours |
Service Stall Definition. A "Service Stall" occurs when a valid Medical Record remains in a "Pending" or "In-Progress" state beyond the Service Stall Threshold defined above.
Quality Exclusions. Records that fail to process due to Document Quality Issues (e.g., low-resolution scans, illegible handwriting, or corrupted file headers) are excluded from TAT calculations. The issuance of an error log for such files constitutes a completed processing event.
PLATFORM COMPONENT TARGETS
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Service Component | Metric | Target | Definition |
|---|---|---|---|
Platform Access | Uptime | 99.9% | Ability to log in to the Dashboard and access API endpoints |
Data Ingestion | Success Rate | 99.5% | Successful receipt and queuing of files |
System Maintenance | Window | < 4 hrs/mo | Period where services may be offline for updates (typically 12 AM - 4AM EST) |
EXHIBIT C
Technical Support Channels & Hours
Company will provide Technical Support to Customer to resolve issues related to Platform Availability and Record Processing ("Support Services").
Standard Support Hours: Weekdays (Monday–Friday), 8:00 am to 5:00 pm Pacific Time, excluding Federal Holidays.
Off-Hours Support: Company maintains an On-Call Engineering Team available 24/7/365 for Critical (Tier 1) issues only. Contact information will be provided.
Primary Channel: Support requests shall be submitted via support@mediscan.ai
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Severity Level | Definition | Response Goal - Business Hours | Response Goal (Off-Hours) |
|---|---|---|---|
Tier 1 - Critical | Platform is down; total processing halt effecting all records | < 1 Hour | Ability to log in to the Dashboard and access API endpoints |
Tier 2 - High | Significant latency or “Service Stalls affecting a major batch | < 2 Hours | Next Business Day |
Tier 3 - Normal | General questions, UI bugs or single record eros | < 8 Hours | Next Business Day |