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PRN Service Level Agreement

Last updated May 17, 2023

Exhibit D – Service Level Agreement

DoseSpot Legal

Printable Version

Exhibit D – PRN Service Level Agreement

This Service Level Agreement (this “SLA”) is incorporated into the Client Service Agreement by and between DoseSpot and Client, as such SLA may be amended from time to time.

*Client must provide PRN personnel with all such cooperation and assistance as they may reasonably request, or otherwise may reasonably be required, to enable PRN to perform under this SLA, including reasonable access to Client’s systems and, if PRN’s personnel will be onsite, a safe and adequate working environment. 

Customer Support: PRN will provide Client with customer support as set forth in the Order Form during PRN’s normal business hours except during any circumstances beyond its reasonable control or scheduled or unscheduled emergency maintenance. Any customer support provided to Client is PRN’s standard customer support, and additional customer support beyond PRN’s standard customer support will be provided only pursuant to a mutually agreed upon amendment to an Order Form or a separate Order Form. Any such other customer support will be billed at PRN’s then-current, times and materials commercial rates.

Platform Interruptions: PRN will communicate via email or text message, unless otherwise agreed upon in writing. Client will provide contact names, email addresses, and phone numbers for PRN to use for communication.  

In support of the services covered by this SLA, PRN will will use commercially reasonable efforts to respond to service-related incidents and requests within the following time frames: 

Request Priority Level Description Time to Respond 
Severe Service is unavailable or a substantial subset of functionality is unavailable without a workaround, security issues, or data integrity issues. 2 hours 
High Intermittent issues, issues with system performance, and issues with available workarounds. 4 hours   
Medium Any other bugs and issues that are not considered as Severe and High. 2 business days   
Low Enhancements, tech questions 4 business days 

Client shall submit requests with the priority level specified; however, PRN reserves the right to reasonably increase or decrease the priority level in its sole discretion. PRN will use commercially reasonable efforts to resolve all requests promptly but cannot guarantee a time to resolution due to the inherent variability in effort and corresponding time required to resolve issues. PRN will communicate resolution efforts with the Client in a timely manner and consistent with the communication protocol.

 Uptime: PRN targets a 99.9% Platform uptime, calculated monthly (the “Uptime Target“). Uptime Target excludes all delays, disruptions, suspensions, or otherwise adverse effects to the Platform caused by a Service Exemption (as defined below).

Maintenance Events: From time to time, PRN or its hosting provider may perform repairs, replacements, upgrades, updates, patches, fixes, or other maintenance which may delay, disrupt, suspend, or otherwise affect availability of the Platform (each a “Maintenance Event”). PRN will use commercially reasonable efforts to attempt to minimize the impact of Maintenance Events but will have sole discretion in determining the need for, and scope of, any Maintenance Event.

Service Exemptions: A “Service Exemption” is deemed to occur when unavailability, delay, disruption, or downtime to the Platform is directly or indirectly caused by:

Service Credits: If the Monthly Uptime Percentage fails to meet PRN’s service commitment as defined herein, Client will be eligible to receive a Service Credit, outlined below:  

Monthly Uptime Percentage Service Credit 
99.5% or above None 
Between 99.0% and 99.5% 10% of monthly service charges or $10,000, whichever is smaller 
At or below 99.0% 25% of monthly service charges or $10,000, whichever is smaller 
This SLA and the Service Credits provided hereunder are the Client’s sole and exclusive remedy for any Platform Interruptions. To receive a Service Credit, Client must submit a claim by emailing support@dosespot.com. To be eligible, the credit request must be received by PRN within by the end of the second billing cycle after which the incident occurred and must include:  

If the Monthly Uptime Percentage of such request is confirmed by PRN and is less than the Uptime Target, then PRN will issue the Service Credit to Client within one billing cycle following the month in which request is confirmed by PRN. Client’s failure to provide the request and other information as required above will disqualify Client from receiving a Service Credit. 

Call DoseSpot with any questions (888) 847-6814 or email: sales@dosespot.com