Service Level Agreement (SLA)
Effective: January 1, 2021
EZSCRIPTRx provides a 99.99% Uptime Commitment for customers on Enterprise plans (our Service Level Agreement or SLA). If we fall short of our 99.99% Uptime Commitment we’ll apply Service Credits to your account for future use.
Downtime is the overall number of minutes EZSCRIPTRx was unavailable during an EZSCRIPTRx calendar month. EZSCRIPTRx calculates unavailability using server monitoring software to measure the server side error rate, ping test results, web server tests, TCP port tests, and website tests.
Downtime excludes the following:
Slowness or other performance issues with individual features (Eligibility and Benefits check, search, file uploads, etc.)
Issues that are related to external apps or third parties
Any products or features identified as pilot, alpha, beta or similar
External network or equipment problems outside of our reasonable control, such as bad routing tables between your internet service provider (ISP) and our server
Scheduled Downtime for maintenance
Uptime is the percentage of total possible minutes EZSCRIPTRx was available during a calendar month. Our commitment is to maintain at least 99.99% Uptime:
[(total minutes in month - Downtime) / total minutes in month] > 99.99%
Sometimes we need to perform maintenance to keep EZSCRIPTRx working smoothly. If scheduled downtime is necessary, we’ll give you at least 48 hours advance notice.
If we fall short of our Uptime Commitment, we’ll apply system credits to each affected account equal to 10% of the average daily credit consumption (we call these Service Credits).
Service Credits are not refunds, cannot be exchanged into a cash amount, are capped at a maximum of 30 days of paid service, require you to have paid any outstanding invoices and expire upon termination of your customer contract. Service Credits are the sole and exclusive remedy for any failure by EZSCRIPTRx to meet its obligations under this SLA.
In order to receive a Service Credit, the customer must make a request for Service Credits by filing a support request via email (firstname.lastname@example.org) within thirty (30) days of the last calendar day of the month in which Uptime was less than the Uptime Commitment.
Note, Downtime doesn’t affect everyone at the same time or in the same way. For example, some accounts may receive Service Credits during an outage in their region, while other accounts in other regions that have not been similarly affected will not.
As our business evolves, we may change our Service Level Agreement. Customers can review the most current version of the Service Level Agreement at any time by visiting this page.