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Availability Event
A ClinSpark outage. This is a period of time in which a user can not access ClinSpark because ClinSpark itself is unavailable.
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.
Planned Downtime
Scheduled downtime performed in coordination with the customer. This is documented along with consent via service desk tickets.
Unplanned Downtime
Unscheduled and unplanned Availability Event.
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.
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.
Customers may submit claims to Foundry Health for SLA violations via the appropriate Service Desk ticket type. Please provide evidence of the claim, including dates and times of the event(s) comprising the violation.
The Foundry Health status page may be referenced in these claims, however this tool itself is not guaranteed by Foundry Health to be reliable. Additional evidence for the claim may be requested in the case where we have reason to believe there were issues with the status tool during the time of the event and ClinSpark was to our knowledge available. This evidence could for instance take the form of service desk tickets reporting the outage from a customer’s perspective.