Effective Date: June 24, 2026 · Last Updated: June 24, 2026
This Service Level Agreement ("SLA") describes the uptime commitment, support response times, and remedies that apply to Customer's use of CARE RCM, a product of IMFUTECH.
IMFUTECH commits to a Monthly Uptime Percentage of at least 99.5% for the CARE RCM application, excluding the exclusions described in Section 2. This equates to a maximum of approximately 3 hours and 39 minutes of unplanned downtime per 30-day month.
Monthly Uptime Percentage is calculated as:
Monthly Uptime % = ((Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month) × 100
2. Exclusions from Downtime
The following do not count toward Downtime Minutes for purposes of this SLA:
Scheduled maintenance performed with at least 48 hours' advance notice (see Section 5)
Outages caused by factors outside IMFUTECH's reasonable control, including AWS regional service disruptions, internet backbone failures, or DDoS attacks mitigated in good faith
Outages of third-party services integrated with CARE RCM, including clearinghouse downtime (Office Ally, Availity), payment processor outages (Stripe), or email delivery delays (Amazon SES)
Issues caused by Customer's own network, hardware, browser, or internet connectivity
Suspension of Customer's account for breach of the Terms of Service or non-payment
Beta features or modules explicitly labeled as "preview" or "beta"
3. Support Response Times
Response times below refer to the time to first acknowledgment of a reported issue, not full resolution. Resolution time varies depending on issue complexity.
Severity
Initial Response Time
Support Hours
Critical (Sev 1)
4 hours
24/7 for Critical issues only
High (Sev 2)
1 business day
Business hours, Mon–Fri
Medium (Sev 3)
2 business days
Business hours, Mon–Fri
Low (Sev 4)
5 business days
Business hours, Mon–Fri
Business hours are [e.g., 9:00 AM – 6:00 PM Eastern Time], excluding U.S. federal holidays.
4. Severity Levels
Level
Definition
Examples
Critical (Sev 1)
Complete service outage, or a security/PHI exposure issue
Application unreachable for all users; suspected data breach; login completely broken
High (Sev 2)
Major feature unusable, no workaround
Claims cannot be submitted; appointment scheduling broken; payment posting failing
Medium (Sev 3)
Feature partially impaired, workaround exists
A specific report renders incorrectly; minor UI display issue affecting one workflow
Low (Sev 4)
Cosmetic issue or feature request
Styling inconsistency; suggestion for a new feature
5. Scheduled Maintenance
IMFUTECH will provide at least 48 hours' advance notice via email and/or an in-app banner before performing scheduled maintenance that is expected to cause downtime. Where feasible, scheduled maintenance is performed during low-usage windows (e.g., overnight or weekend hours, U.S. Eastern Time).
Emergency maintenance required to address an active security vulnerability or critical bug may be performed with less notice, prioritizing platform security and data integrity over advance notice.
6. Service Credits
If the Monthly Uptime Percentage falls below the commitment in Section 1 in a given billing month, Customer is eligible for a Service Credit applied to the following month's invoice:
Monthly Uptime Percentage
Service Credit
99.0% – 99.49%
5% of monthly fees
95.0% – 98.99%
10% of monthly fees
Below 95.0%
25% of monthly fees
To receive a Service Credit, Customer must submit a request in writing within 30 days of the end of the affected billing month, including the dates and times of the claimed downtime. Service Credits are Customer's sole and exclusive remedy for any failure to meet the uptime commitment in this SLA. Service Credits do not apply to Customers on commission-based pricing tiers where no fixed monthly fee exists; for those tiers, IMFUTECH will work in good faith with the Customer on an appropriate remedy.
7. How Uptime Is Measured
CARE RCM's infrastructure is continuously monitored via Amazon CloudWatch, tracking instance health (status checks), resource utilization (CPU, memory, disk), and automated alerting to the IMFUTECH operations team via email upon any threshold breach or instance failure. Downtime is measured from the time an outage is detected (via monitoring or Customer report, whichever is earlier) to the time service is restored, as documented in IMFUTECH's incident records.
8. Reporting an Issue
To report an issue or request support, contact:
IMFUTECH Support
Email: [SUPPORT CONTACT EMAIL]
For Critical (Sev 1) issues outside business hours: [EMERGENCY CONTACT METHOD]
9. Changes to This SLA
IMFUTECH may update this SLA from time to time. Material changes that reduce the uptime commitment or support response times will be communicated with at least 30 days' advance notice. Continued use of the Service after changes take effect constitutes acceptance of the updated SLA.
10. Contact
IMFUTECH [IMFUTECH BUSINESS ADDRESS]
Email: [SUPPORT CONTACT EMAIL]
