ClinSpark Service Level Agreement

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However, the uptime monitoring tooling itself could have availability issues. It is rare but it has happened before. We offer this tool to all of our customers, however we do not guarantee that the reporting from this tool is accurate or has the same SLA as ClinSpark itself.

Definitions

• Availability

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• Event

  • A ClinSpark outage. This is a period of time in which a user can not access ClinSpark because ClinSpark itself is unavailable.

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• Maintenance Window

  • An off-hour time period on a weekly basis in which security patches can be installed on ClinSpark instances. Very these may cause momentary availability events. Typically these are at 2:30 AM in the customer’s geographic region.

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• Planned Downtime

  • Scheduled downtime performed in coordination with the customer. This is documented along with consent via service desk tickets.

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• Unplanned Downtime

  • Unscheduled and unplanned Availability Event.

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• RPO

  • Recovery Point Objective. When restoring after a full Availability Event, how many minutes prior to the event will the data be restored to. Put another way, what is the maximum number of minutes of data loss before the event occurred.

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• RTO

  • Recovery Time Objective. How many minutes can it take to restore ClinSpark after an Availability Event.

Claims

Foundry Health’s SLA Claims process is modeled after that of our hosting provider AWS.

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