Service Level Agreement (SLA)

1. Service Availability

Clinova commits to the following uptime guarantees:

Uptime is calculated monthly and excludes scheduled maintenance windows.

2. Scheduled Maintenance

We perform scheduled maintenance as follows:

• Routine maintenance: Monthly, during off-peak hours (2-4 AM local time)
• Advance notice: Minimum 48 hours for routine maintenance
• Emergency maintenance: May be performed with minimal notice if critical
• Maximum duration: 4 hours per maintenance window

3. Support Response Times

4. Data Backup

We maintain comprehensive backup procedures:

• Automated daily backups of all data
• Backups retained for 30 days
• Encrypted backup storage in multiple geographic locations
• Point-in-time recovery available for Enterprise plans
• Backup restoration within 24 hours upon request

5. Security Measures

Our security commitments include:

• 256-bit SSL/TLS encryption for all data in transit
• AES-256 encryption for data at rest
• Regular security audits and penetration testing
• 24/7 security monitoring and intrusion detection
• Compliance with healthcare data protection regulations

6. Performance Metrics

We monitor and maintain the following performance standards:

• Page load time: Under 2 seconds for 95% of requests
• API response time: Under 500ms for 95% of requests
• Database query time: Under 100ms average
• Real-time updates: Delivered within 1 second

7. Service Credits

If we fail to meet our uptime commitments, you may be eligible for service credits:

Credits must be requested within 30 days of the incident and are applied to your next billing cycle.

8. Exclusions

This SLA does not apply to:

• Issues caused by factors outside our control (force majeure)
• Problems resulting from your actions or misuse of the service
• Scheduled maintenance windows
• Third-party service failures
• Network or connectivity issues on your end

9. Contact Us

For SLA-related inquiries or to report service issues: