Service Level Agreement
Last updated: September 1, 2026
This Service Level Agreement (“SLA”) applies to paid subscriptions to the EMERGE production clinical Platform.
1. Availability commitment
EMERGE will use commercially reasonable efforts to maintain Monthly Availability of at least 99.9%.
Monthly Availability is calculated as:
(Total Minutes – Unavailable Minutes) ÷ Total Minutes × 100
Availability is measured using EMERGE monitoring systems and relevant third-party monitoring data.
2. Unavailable Minutes
The Platform is considered unavailable when a material production Platform function is unavailable to substantially all affected users because of a failure within systems under EMERGE’s control.
A degraded feature may be treated proportionally where appropriate.
3. Exclusions
Availability calculations exclude:
- scheduled maintenance announced in advance;
- emergency security maintenance;
- failures caused by Customer systems or configurations;
- internet or telecommunications failures outside EMERGE’s control;
- outages of independent third-party services not controlled by EMERGE;
- Customer misuse or unauthorized modifications;
- force majeure events; and
- suspension permitted under the applicable agreement.
EMERGE will not exclude an outage merely because it occurred outside the Customer’s normal office hours.
4. Scheduled maintenance
EMERGE will use reasonable efforts to schedule routine maintenance during periods of lower Platform usage and provide advance notice of material planned downtime.
Emergency maintenance may occur without advance notice where reasonably necessary to protect security, integrity or availability.
5. Incident communication
Material incidents will be communicated through EMERGE’s status page or other appropriate customer communication channels.
EMERGE will provide updates during significant incidents where reasonably practicable.
6. Support severity
Severity 1 – Critical: Production Platform substantially unavailable or critical patient-care workflow unavailable with no reasonable workaround. Target initial response: 30 minutes.
Severity 2 – High: Major functionality materially impaired. Target initial response: 2 hours.
Severity 3 – Standard: Non-critical error with workaround available. Target initial response: 1 business day.
Severity 4 – Request: General question, configuration request or enhancement. Target initial response: 2 business days.
Response targets are not resolution guarantees.
7. Service credits
- Availability below 99.9% but at or above 99.0%: 10% credit
- Availability below 99.0% but at or above 95.0%: 25% credit
- Availability below 95.0%: 50% credit
Credits apply to the affected month’s recurring Platform subscription fee.
Total service credits for one month will not exceed 50% of that month’s affected subscription fee.
8. Requesting a credit
Customers must request an applicable service credit within 30 days after the month in which the availability failure occurred.
EMERGE will verify availability using its monitoring and incident records.
9. Status
Current Platform status may be viewed through EMERGE’s public status service.
10. Relationship to other agreements
This SLA does not limit privacy, confidentiality or security obligations that apply independently under another Customer agreement or applicable law.