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Service Level Agreement (SLA)

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This Service Level Agreement (SLA) outlines the terms and conditions between Team Recovery Technologies (“Service Provider”) and the Customer for the provision of services. The purpose of this agreement is to define the expected level of service, outline support procedures, and set performance metrics to ensure a mutually beneficial partnership.

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Definitions

  • Service(s): The white-labeled mobile app provided by Team Recovery Technologies, specifically tailored for behavioral health providers.

  • Uptime: The percentage of time the Service is available and accessible to the Customer, excluding scheduled maintenance or extraordinary events (force majeure).

  • Incident: Any event that disrupts or has the potential to disrupt the normal operation of the Service.

  • Response Time: The time taken to acknowledge the Customer's report of an incident.

  • Resolution Time: The time taken to resolve an incident or issue.

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Scope of Service

Team Recovery Technologies agrees to provide the following services to the Customer:

  • Access to the custom, white-labeled mobile app.

  • Regular updates, enhancements, and improvements to the Service.

  • Customer support as outlined in this SLA.

  • Data backup and recovery.

  • App implementation, tailored to meet the Customer’s requirements.

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Service Availability and Performance 

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  1. Uptime Guarantee

    • Team Recovery Technologies guarantees a minimum uptime of 99.5% per calendar month.

  2. Incident Response and Resolution

    • Critical Incidents (Priority 1) will be acknowledged within 4 business hours and resolved within 24 hours or escalated with appropriate communication.

    • Non-Critical Incidents will follow appropriate response and resolution timelines based on severity.

  3. Performance Metrics

    • Priority 1 (Critical): Complete service outage affecting all users.

    • Priority 2 (High): Significant functionality loss affecting a large portion of users.

    • Priority 3 (Medium): Limited functionality or performance issues affecting some users.

    • Priority 4 (Low): Minor issues or cosmetic defects with minimal impact.

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Customer Support and Escalation Process

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  1. Initial Response and Triage

    • Upon notification of an incident, support will be acknowledged within 30 minutes.

    • The issue will be categorized and prioritized based on its impact.

  2. Escalation Process

    • If the incident is not resolved within the designated timeframe for its priority, it will be escalated:

      • Priority 1: Escalated after 1 hour.

      • Priority 2: Escalated after 4 hours.

      • Priority 3: Escalated after 8 hours.

      • Priority 4: Escalated after 24 hours.

  3. Escalation Contacts

    • Level 1: Support Team Lead

    • Level 2: Product Director

    • Level 3: Vice President

    • Level 4: Chief Technology Officer

  4. Communication

    • Regular updates will be provided to the Customer until the incident is resolved. Major incidents will also be communicated via email, dashboard alerts, and status page updates.

  5. Post-Incident Review

    • After resolution, a review of the incident will be conducted and a report shared with stakeholders within 48 hours.

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Maintenance and Updates

  • Scheduled Maintenance: Routine maintenance will occur every Sunday from 2 AM to 4 AM MST. Customers will be notified 48 hours in advance.

  • Emergency Maintenance: In the event of urgent issues, emergency maintenance may occur with minimal notice.

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Security and Data Protection

  • Data Security: Team Recovery Technologies will implement industry-standard security measures, including encryption, access controls, and regular security audits.

  • Data Backup: Regular backups will be made to ensure data integrity and availability.

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Customer Responsibilities

  • Ensure timely payment for the Service as per the agreed terms.

  • Maintain the confidentiality of login credentials and promptly report any security breaches.

  • Provide accurate information to assist in the resolution of incidents.

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Service Credits and Penalties

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  1. Service Credits

    • If the uptime guarantee falls below 99.5% for the month, the Customer is entitled to service credits:

      • Below 99.5%: 5% service credit.

      • Below 99%: 10% service credit.

  2. Penalties

    • In the case of repeated SLA breaches, the Customer may terminate the agreement without penalty.

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Review and Amendments

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This SLA will be reviewed annually or as necessary to ensure continued alignment with the needs of both parties. Any changes must be mutually agreed upon in writing.

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Termination and Renewal

  1. Termination

    • Either party may terminate this SLA with 30 days’ notice. For cause, termination can occur if there is a material breach not remedied within 15 days.

  2. Renewal

    • This agreement will renew automatically for successive one-year periods unless either party provides notice of non-renewal at least 30 days before the end of the current term.

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Confidentiality

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Both parties agree to maintain the confidentiality of all proprietary information exchanged under this agreement. This obligation will survive the termination of the SLA.

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Dispute Resolution

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Any disputes arising under this SLA will be resolved through mediation, arbitration, or litigation, as agreed by both parties.

Miscellaneous

  • Governing Law: This SLA will be governed by the laws of Utah.

  • Entire Agreement: This SLA constitutes the entire agreement between the parties with respect to the subject matter and supersedes any prior agreements or understandings.

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