Service Level Agreement
This Patients Know Best Service Level Agreement ("SLA") between Patients Know Best Ltd ("PKB", "us" or "we") and users of the PKB Services ("you") governs the use of the PKB Services under the provisions of the PKB Terms and Conditions and Service Definition (collectively referred to in this document as the "Terms"). Unless otherwise provided herein, this SLA is subject to the provisions of the Terms. We reserve the right to change the terms of this SLA in accordance with the Terms.
1. Service Commitment: 99.9% Uptime
PKB will use commercially reasonable efforts to make the PKB Services available with a Monthly Uptime Percentage of at least 99.5% during any monthly billing cycle (the "Service Commitment"). Subject to the PKB SLA Exclusions, if we do not meet the Service Commitment, you will be eligible to receive a Service Credit. A Monthly Uptime Percentage of 99.9% means that we guarantee you will experience no more than 219 minutes a month of Unavailability of the PKB Service.
"PKB Services" refers to our web portal (e.g. https://my.patientsknowbest.com) or API (REST and HL7).
"Maintenance" means scheduled Unavailability of the PKB Service(s), announced by us before the PKB Services become Unavailable. Service announcements are made via: http://www.pkbstatus.com
"Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of minutes during the 30 days in which the PKB Services were Unavailable. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any PKB SLA Exclusion.
"Service Credit" means a credit denominated in GBP, calculated as set forth below, that we may credit back to an eligible account.
"Unavailable" and "Unavailability" mean:
- API(s) have no external connectivity
- The PKB Portals (accessed via N3, WWW or regional variant) has no external connectivity
3. Service Commitments & Service Credits
Service Credits are calculated as a percentage of the total charges paid by you (excluding one-time payments, e.g. for training, etc.) for the monthly billing cycle in which the Unavailability occurred in accordance with the schedule below: For Monthly Uptime Percentage less than 99.9% but equal to or greater than 99.0%, you will be eligible for a 10% Service Credit.
For Monthly Uptime Percentage less than 99.0%, you will be eligible for a 30% Service Credit. We will apply any Service Credits only against future payments for the Services otherwise due from you. Service Credits will not entitle you to any refund or other payment from PKB. Service Credits may not be transferred or applied to any other account.
4. PKB SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of the PKB Services, or any other PKB Service performance issues:
That result from a suspension or Remedial Action, as described in the Terms;
- Caused by factors outside of our reasonable control, including any force majeure event, Internet access, or problems beyond the demarcation point of the PKB network;
- That result from any actions or inactions of you or any third party;
- That result from the equipment, software or other technology of you or any third party (other than third party equipment within our direct control);
- That result from failures of PKB Services not attributable to Unavailability; or
- That result from any Maintenance.
If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.
5. Service Uptime
The response times detailed above outline PKB’s internal procedural objectives for first response to a service impacting event and the subsequent Return to Standard Operating State (Resolution Objective) we aim to meet. Category Level 1 and 2 events will trigger invocation of the DRP (Disaster Recovery Plan) by the IC (Incident Coordinator). A swift return to Standard Operating State, ensuring SLA adherence, is the first priority of PKB’s DR Team.
This information is contained within the SLA for reference purposes only. SLA enforcement and suspected contravention thereof shall be measured against our service uptime commitment of 99.9% as detailed above.
6. Maintenance & Emergency Action
We do our best to notify you at least 24 hours before maintenance takes place, this will typically take the form of a post to http://www.pkbstatus.com. If this site becomes unavailable we will notify Organisation Contacts of service impacting events.
We reserve the right to perform emergency maintenance without notification at any time, if it is deemed necessary to protect and maintain our services.
7. Support Desk Service Commitment
This portion of the SLA defines the service level commitment for support desk responses between PKB and the customer and is subject to the stipulations concerning Support Desk Service in the Terms.
7.1 Support Channels
Monday to Saturday 8am - 8pm:
EMAIL help @ patientsknowbest.com
Out of hours support:
UK Freephone +44 (0) 800 088 5827 EXT 2 -or- +44 (0) 1223 790 708 EXT 2
USA / Rest of World +1 650 360 5495 EXT 2
PLEASE NOTE: Phone numbers are for customers with priority level 1 and 2 queries.
7.2 Ticket Response Times
SLA targets are set within the support desk portal, and send escalation emails to Customer Service Level 1 should the ticket have run over the stipulated time frames. The ticket would also then be listed on the helpdesk dashboard as ‘Overdue’. The priority levels and corresponding support desk SLA’s are as follows:
“Response time” shall mean the time between a fault being reported to PKB and PKB notifying the Customer of the actions being taken to rectify the fault between the hours of 8 am to 8 pm Monday to Saturday (based on UK time zone);
“Resolution Objective” shall mean the period between the hours of 8 am to 8 pm Monday to Saturday (UK time) within which PKB takes steps to satisfactorily rectify the fault; commencing from the time when the fault is initially reported to PKB until any function or performance degradation is resolved and the System is returned to full operation or an acceptable workaround achieved to the Customer’s reasonable satisfaction.
Please note – an alternative and individual SLA for the support desk is offered to our international users.