Terms & Policies
Read Carefully Terms & Policies:
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Carelite and Customer for the provisioning of cloud services required to support and sustain Carelite Hospital
Information System (HIS).
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. This Agreement outlines the parameters of all cloud services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein
This SLA does not apply to the availability of Third Party Services (TPS) which are subject to the TPS Agreements. The SLA is binding only on the Customer and Carelite and does apply to any Third Parties, including Customer End Users.
2.Goals & Objectives
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent cloud service support and delivery to the Customer by the Service Provider.
The goal of this Agreement is to obtain mutual agreement for cloud service provision between the Service Provider and Customer.
The objectives of this Agreement are to:
Provide clear reference to service ownership, accountability, roles and/or responsibilities.Present a clear, concise and measurable description of service provision to the customer.
Match perceptions of expected service provision with actual service support & delivery.
The following Service Provider and Customer will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
Customer Support: Carelite. (“Provider”)
Hospital: Name (“Customer”)
This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
The Business Relationship Manager (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.
Business Relationship Manager: Carelite
Review Period: Yearly (12 months)
Previous Review Date:
Next Review Date:
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
5.1 Service Scope
The following Services are covered by this Agreement;
Manned telephone support
Monitored email support
Remote assistance using Remote Desktop and a Virtual Private Network where available
Planned or Emergency Onsite assistance (extra costs apply)
Monthly system health check (extra costs apply)
In case there is no billing in IPD for 3 months the client account will be suspended.
There will be a fixed cap on number of billing on OPD*
Disclaimer of Actions Caused by and/or Under the Control of Third Parties.
CARELITE DOES NOT AND CANNOT CONTROL THE FLOW OF DATA TO OR FROM CARELITE’s NETWORK AND OTHER PORTIONS OF THE INTERNET. SUCH FLOW DEPENDS IN LARGE PART ON THE PERFORMANCE OF INTERNET SERVICES PROVIDED OR CONTROLLED BY THIRD PARTIES. AT TIMES, ACTIONS OR INACTIONS OF SUCH THIRD PARTIES CAN IMPAIR OR DISRUPT CUSTOMER’S CONNECTIONS TO THE INTERNET (OR PORTIONS THEREOF). ALTHOUGH CARELITE WILL USE COMMERCIALLY REASONABLE EFFORTS TO TAKE ACTIONS IT DEEMS APPROPRIATE TO REMEDY AND AVOID SUCH EVENTS, CARELITE CANNOT GUARANTEE THAT SUCH EVENTS WILL NOT OCCUR. ACCORDINGLY, CARELITE DISCLAIMS ANY AND ALL LIABILITY RESULTING FROM OR RELATED TO SUCH EVENTS.
Carelite cannot assume responsibility and shall not be liable for any impacts on Service Availability due to (i) any requests for non-standard environment or Customer machine access; (ii) any downtime caused by Customer produced code; or (iii) any changes to the Service by parties other than Carelite. Carelite will make reasonable efforts to ensure that Service changes do not affect customers. Carelite reserves the right to change this SLA at any time, and without notice. Carelite shall notify named Customer contact by email prior to performing any Service Maintenance / up gradation.
5.2 Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
Payment for all support costs at agreed interval.
Reasonable availability of customer representative(s) when resolving a service related incident or request.
5.3 Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include:
Meeting response times associated with service related incidents.
Appropriate notification will be given to Customer in advance for all scheduled maintenance.
5.4 Service Assumptions
Assumptions related to in-scope services and/or components include:
Changes to services will be communicated and documented to all stakeholders
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
6.1 Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
Telephone support: 10:00 A.M. to 7:00 P.M. Monday – Saturday
11:00 A.M. TO 5:00 P.M. Sunday
Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however there will be a backup answer phone service
Email support: Monitored 10:00 A.M. to 7:00 P.M. Monday – Saturday
11:00 A.M. TO 5:00 P.M. Sunday
Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day
Onsite assistance guaranteed within 72 hours during the business week
In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:
0-8 hours (during business hours) for issues classified as High priority.
Within 48 hours for issues classified as Medium priority.
Within 5 working days for issues classified as Low priority.
Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
*Terms & Conditions are subject to change
*Any taxes which may result from receiving services at no charge are the sole responsibility of the recipient.