1. Introduction

This Service Level Agreement (SLA) outlines the terms and conditions for technical support services provided for Science and Medicine Group and its subsidiaries. It establishes performance metrics, response times, and customer responsibilities to ensure efficient issue resolution and service continuity.


2. Scope of Services

Tech support services include but are not limited to: 

  • Troubleshooting and resolving technical issues. 
  • Providing guidance on application usage. 
  • Incident and request management. 
  • System performance monitoring. 
  • Scheduled maintenance and updates.


3. Service Availability 

Support services will be available as follows: 

  • Standard Support Hours: 9am – 5pm ET


4. Response and Resolution Times 

Support requests will be categorized based on severity and addressed within the following timeframes:



Priority Level
Definition
Initial Response Time
Urgent (P1)Application is completely down or severely impacting the majority of customers.
Within 2 business hours
Medium (P2)Issues impacting a customer.
Within 8 business hours
Low (P3)General inquiries, minor bugs, or account administration.
Within 2 business days.

 


5. Customer Responsibilities 

Customers are responsible for: 

  • Reporting issues with accurate details. 
  • Providing necessary access for troubleshooting. 
  • Using designated support channels (email, ticketing system, phone). 
  • Keeping their systems updated as per recommended guidelines. 


6. Exclusions 

The following are outside the scope of this SLA: 

  • Issues caused by third-party integrations outside of our control. 
  • Problems resulting from misuse or unauthorized modifications. 
  • Hardware failures beyond software support scope. 


7. Maintenance and Downtime 

  • Scheduled maintenance will be communicated at least [number] hours/days in advance. 
  • Emergency maintenance may be performed as necessary with minimal notice. 


8. Escalation Process 

If an issue is not resolved within the designated timeframe, customers may escalate as follows: 

  1. Contact first-level support. 
  2. Escalate to a senior support engineer. 
  3. Request managerial intervention. 


9. Review and Revisions 

This SLA will be reviewed periodically and updated as necessary. Changes will be communicated in advance to all customers. 


10. Agreement 

By using Science and Medicine Group support services, the customer agrees to the terms outlined in this SLA. 



Effective Date: April 1, 2025

Authorized by: Chief Technical Officer, Science and Medicine Group