Service Level Agreement
The provision worth reading first is §5 — the assessment window.
An outage in a quiet month is an inconvenience. An outage in the week an assessor is on your premises is a different order of problem. We treat it that way, with a heightened commitment and enhanced credits.
- Definitions
- Availability commitment
- How availability is measured
- Support severities and response
- The assessment window
- Content correction commitments
- Library currency
- Maintenance
- Exclusions
- Service credits
- Claiming a credit
- Chronic failure and exit
- Backup, recovery and continuity
- Export performance
- Reporting and status
- Security response
- Service review
- Changes
- Contact
1. Definitions
- "Available" — the Platform accepts sign-in and allows records to be read and written across the modules in your plan.
- "Downtime" — a period during which the Platform is not Available for reasons attributable to us, excluding §9.
- "Assessment Window" — a period you have notified under §5.
- "Business Hours" — [09:30 to 18:30 IST, Monday to Friday], excluding public holidays at our principal location.
- "Service Credit" — a percentage of the monthly fee, credited against a future invoice.
2. Availability commitment
| Plan | Monthly availability | Maximum monthly downtime |
|---|---|---|
| [Standard] | 99.5% | Approx. 3 hours 39 minutes |
| [Enterprise] | 99.9% | Approx. 43 minutes |
| During an Assessment Window | 99.9% for all plans | See §5 |
3. How availability is measured
- Measured by our monitoring from at least two independent vantage points within India, at intervals no longer than [60] seconds.
- A check exercises authentication and a real read and write, not merely whether a page loads.
- Downtime begins at the first failed check confirmed by a second vantage point and ends at the first successful check.
- Partial degradation counts. Where sign-in works but documents cannot be opened or scores cannot be saved, the Platform is not Available.
- Where your monitoring disagrees materially with ours, we investigate and share our data. Where the discrepancy cannot be resolved, we resolve it in your favour.
4. Support severities and response
| Severity | Meaning | Response | Update cadence | Target resolution |
|---|---|---|---|---|
| S1 — Total outage | Platform unusable | [1] hour, 24×7 | Every [2] hours | [6] hours |
| S1A — Outage in an Assessment Window | Any material impairment while an assessment is in progress | [30] minutes, 24×7 | Hourly | [2] hours |
| S2 — Major impairment | A module unusable; documents inaccessible; scoring or export failing | [2] hours in Business Hours | Every [4] hours | [1] Business Day |
| S2C — Content error | An element's wording materially misstates the requirement | [1] Business Day | Every [2] Business Days | See §6 |
| S3 — Limited impact | A feature broken for some users, workaround available | [1] Business Day | Every [3] Business Days | [10] Business Days |
| S4 — Question or request | How-to, configuration, enhancement | [2] Business Days | As agreed | As agreed |
Severity is assigned on the impact described. Where we disagree with your assessment, we act on the higher severity while it is discussed.
5. The assessment window
Tell us your assessment dates as soon as you know them. Notify at support@caresoft.co.in with at least [14] days' notice, and we will register an Assessment Window covering the assessment dates plus [7] days before and [2] days after.
During a registered Assessment Window:
| Commitment | Detail |
|---|---|
| Availability | 99.9%, whatever your plan |
| No scheduled maintenance | None will be scheduled affecting your tenant. Emergency maintenance only where genuinely necessary |
| No library changes to your tenant | We will not push element wording or scoring changes into your tenant during the window — your readiness figure will not move underneath you |
| S1A response | 30 minutes, 24×7, including weekends and public holidays |
| Named contact | A named person at Caresoft reachable by phone for the duration |
| Priority on all tickets | Your S2–S4 tickets are handled ahead of the ordinary queue |
| Enhanced credits | See §10 |
Register the window even if you think nothing will go wrong. It costs you one email, it is free on every plan, and it is the difference between a 30-minute response at 6am on a Sunday and a ticket in the ordinary queue.
- Up to [4] Assessment Windows per year are covered. More by arrangement — surveillance and re-accreditation both count.
- Tell us if dates move. A window is registered against dates, not against intentions.
- Export your assessment-day pack in advance and keep a local copy. This is belt and braces, and belt and braces is the correct posture for assessment week.
6. Content correction commitments
| Commitment | Target |
|---|---|
| Acknowledge a reported content error | [1] Business Day |
| Assess and respond with our position | [5] Business Days |
| Correct a confirmed material error | [10] Business Days |
| Notify all affected clients of a material correction | Same release, without waiting to be asked |
| Flag affected scores in the Platform | At the point of correction — so a team knows which elements to revisit |
| Correct a wrong code or tier | [5] Business Days, treated as higher priority than wording |
We notify every client affected by a material content correction, not just the one who reported it.
A hospital that scored itself against wrong wording months ago has no way of knowing unless we tell it. Quietly fixing the library and saying nothing would leave hospitals confident about elements they have not actually met.
7. Library currency
- We monitor for published changes to the standards and will update the Library on a reasonable-efforts basis.
- Target: assessment of a published change within [10] Business Days of it coming to our attention, and a plan communicated to clients within that period.
- Implementation timing depends on the scale of the change. A clarification is days; a new edition is months.
- We do not commit that the Library reflects the current published position at any moment (Independence Notice §11). Knowing which edition applies to your assessment remains yours.
- Where a change is in progress, the Platform indicates which elements are affected rather than letting you score against superseded wording unknowingly.
8. Maintenance
| Type | Notice | Window | Counts as Downtime? |
|---|---|---|---|
| Planned maintenance | [7] days | [Sunday 01:00–05:00 IST], up to [4] hours per Month | No, if within notice and window |
| Emergency maintenance | As much as practicable | As required | No, where necessary for security or integrity |
| Any maintenance during a registered Assessment Window | — | — | Yes, unless genuinely emergency |
| Maintenance outside the window or beyond notice | — | — | Yes |
Emergency maintenance is reported afterwards with the reason. Work in progress is not lost by planned maintenance — sessions are drained before restart.
9. Exclusions
| Excluded | Note |
|---|---|
| Your network, firewall, proxy or internet failure | — |
| Your devices, browsers or operating systems | Including unsupported versions |
| Your premises power failure | — |
| A connected HIS being unavailable or changing at its end | The integration is only as available as both ends |
| Your configuration, permissions or scope declaration | — |
| Suspension for non-payment or breach after notice | — |
| Planned or legitimate emergency maintenance | §8 |
| Force majeure | — |
| Beta features clearly designated as such | — |
| Any assessment outcome | Never within scope of any service level |
10. Service credits
| Monthly availability achieved | Service Credit |
|---|---|
| Below commitment but at least 99.0% | [10]% of the monthly fee |
| Below 99.0% but at least 98.0% | [25]% |
| Below 98.0% but at least 95.0% | [50]% |
| Below 95.0% | [100]% |
| Other failures | Service Credit |
|---|---|
| Any Downtime during a registered Assessment Window | [50]% of the monthly fee, per occurrence |
| Downtime exceeding [2] hours during an Assessment Window | [100]% of the monthly fee, and [one] additional month free |
| S1A response missed | [50]% per occurrence |
| S1 response missed | [10]% per occurrence |
| Material content error confirmed (§6) | [one month] of fees credited |
| Content correction target missed | [15]% |
| Data irretrievably lost through our fault | [100]%, plus written incident report and support with your own notification obligations |
- Credits are capped at [100]% of the monthly fee for the affected Month, save for the additional free month in the Assessment Window row.
- Service Credits are your sole financial remedy for a failure to meet this SLA, save for termination under §12 and save that nothing limits liability for breach of confidentiality, data protection obligations, wilful misconduct or gross negligence.
- Credits apply against a future invoice, or are paid on termination where no future invoice will issue.
11. Claiming a credit
- Submit to support@caresoft.co.in within [30] days of the end of the affected Month, with dates, times, ticket references and impact.
- We acknowledge within [2] Business Days and determine within [10] Business Days, sharing the monitoring data we relied on.
- Where our own monitoring shows a breach, we apply the credit without waiting for you to claim it, and tell you we have done so.
12. Chronic failure and exit
Where the availability commitment is missed in [three] Months within any rolling [six] Months, or availability falls below [95]% in any single Month, or any Downtime occurs during a registered Assessment Window, you may terminate for convenience on [30] days' written notice without penalty, with a pro-rata refund of prepaid unused fees.
This right is in addition to Service Credits, not instead of them.
On such a termination, the export provisions in Terms §28 apply — [60] days — and we will assist with the export at no charge.
13. Backup, recovery and continuity
| Item | Commitment |
|---|---|
| Database and uploaded files backed up together | Daily, encrypted, retained [35] days |
| Recovery Point Objective | [24] hours, or [1] hour on [Enterprise] |
| Recovery Time Objective | [8] hours, or [4] hours on [Enterprise] |
| Restore testing | Quarterly, by real restore, with evidence available to you |
| Disaster recovery exercise | Annually, with a summary report |
Database and files are backed up and restored together, and the restore is verified. A restore that brings back every record with every attached document missing looks successful until someone opens a policy — which is exactly the failure mode this commitment exists to prevent.
14. Export performance
- A full tenant export — records, documents, obsoleted versions, minutes, incidents, audit trails — available within [2] Business Days of request.
- Assessment-day pack generated on demand.
- On termination, export remains available for [60] days (Terms §28).
- Export is never withheld — not during a billing dispute, not on termination for breach (Refund Policy §15).
15. Reporting and status
- A public status page shows current state and incident history.
- A monthly service report is available on request, covering availability, incidents, content corrections and credits.
- We publish incidents even where no client noticed them. A status page showing only the incidents customers complained about is not a status page.
16. Security response
| Event | Commitment |
|---|---|
| Personal data breach notification to you | Within [24] hours of confirmation, per the DPA |
| CERT-In reporting | Within 6 hours as its directions require |
| Critical vulnerability remediation | [7] days |
| High severity | [30] days |
| Medium and low | [90] days and next scheduled release |
| Penetration test | Annually, summary available |
| Evidence preservation on an incident | Records and logs placed on hold, not deleted until the investigation closes |
17. Service review
For [Enterprise] clients, a service review [quarterly] covering performance against this SLA, incidents and root causes, content corrections affecting you, upcoming library changes, your assessment calendar, and any configuration we think you should reconsider — particularly permissions on incidents and grievances, and retention settings.
18. Changes
We may update this SLA on [30] days' notice. Changes reducing a commitment do not apply to your current term — they take effect at your next renewal, and you may decline renewal if you do not accept them.
19. Contact
Assessment window registration: support@caresoft.co.in — at least 14 days ahead
S1 / S1A: support@caresoft.co.in and [phone], 24×7
S2–S4: support@caresoft.co.in
Service credits: support@caresoft.co.in
Caresoft Systems Private Limited, 311, Mahesh Industrial Estate , Silver Park, Mira Road East , Thane -401107, CIN [U72900MH2022PTC387875]