Service Level Agreement

1. Uptime Commitment

YourMedSoft recognizes that healthcare staffing operations are 24/7. We commit to providing a Monthly Uptime Percentage of at least 99.9% for the core YourMedSoft SaaS platform during any billing month. If we do not meet this commitment, you may be eligible to receive Service Credits as described below.

2. Definitions of Downtime

"Downtime" refers to a period where the core web application or mobile API is completely inaccessible or returns HTTP 5xx server errors to all users for more than 5 consecutive minutes. Downtime is measured by our internal and third-party performance monitoring systems. Intermittent slowness, or the failure of a specific non-core third-party integration (e.g., a delayed background check from a vendor), does not constitute Downtime.

3. Scheduled Maintenance

To ensure the security and performance of the platform, YourMedSoft occasionally performs Scheduled Maintenance. We will provide at least 48 hours advance notice for any maintenance expected to cause downtime. We strive to schedule these windows during historically low-traffic periods (e.g., weekend overnights in the US). Downtime occurring during explicitly announced Scheduled Maintenance windows is not factored into the Monthly Uptime Percentage.

4. Service Credits

If the Monthly Uptime Percentage falls below 99.9% in a given month, you are eligible to request a Service Credit. Credits are calculated as a percentage of the total charges paid by you for the month in which the SLA failure occurred:

• 99.0% - 99.89%: 10% Service Credit
• 95.0% - 98.99%: 25% Service Credit
• Below 95.0%: 50% Service Credit

To receive a Service Credit, you must submit a claim to our support team within 30 days of the incident. Credits will be applied to future billing cycles and cannot be exchanged for cash.

5. SLA Exclusions

The uptime commitment does not apply to any downtime, suspension, or termination of YourMedSoft services resulting from:

• Factors outside of our reasonable control, including force majeure events (natural disasters, wars, acts of terrorism, or government action).
• Internet service provider failures, network congestion, or hardware issues specific to your local environment or device.
• Suspension of your account due to non-payment or violations of our Acceptable Use Policy (AUP).
• Actions or inactions caused by your personnel, your customized integrations, or third-party equipment.