DAZOS SERVICE LEVEL AGREEMENT

Our product and hosting are bulletproof. If we go down, we’ll refund you for down time. We’re always on and always available. Guaranteed.

  • Service Availability Commitment.


It is the goal of Dazos LLC (“Dazos”) to have its Services available to Customers twenty-four hours a day seven days a week, with the exception of Planned Downtime. Dazos will use commercially reasonable efforts to provide Customers with average annual availability (excluding Planned Downtime) that is equal to or greater than 99.99%. Dazos’s records and data shall be the basis for all service availability calculations and determinations.

  • Planned Downtime
  • Planned Downtime. Planned downtime occurs when the Customer has no access to the Services due to scheduled maintenance by Dazos or Dazos’s data center host (“Planned Downtime”).
  • Scheduling of Planned Downtime. Dazos will make commercially reasonable efforts to schedule Planned Downtime at a time and manner reasonably anticipated to minimize disruptions to all its affected customers. It is anticipated that Planned Downtime will include scheduled maintenance and application upgrades.
  • Notice for Planned Downtime. Dazos will use commercially reasonable efforts to provide twenty-four (24) hours prior notice for scheduled Planned Downtime not to exceed one (1) hour. For all Planned Downtime scheduled to last one (1) hour or more, Dazos will use commercially reasonable efforts to provide at least seventy-two (72) hours prior notice.
  • Severity Levels
  • Unplanned service interruption occurs when the Customer’s access to Services is affected by problems of severity level 0 through 4 (“Unplanned Service Interruption”). Severity levels for Unplanned Service Interruptions are described in the following schedule:

SEVERITY  “0”
UNPLANNED DISRUPTION DESCRIPTION


Unplanned Downtime due to Complete System Failure. Level 0 issues result in complete system failure due to the servers or network on which the Services are accessed not being available for a continuous period lasting greater than fifteen (15) minutes in length, but excluding the following: (i) any failure by a Customer to access Services caused by any failure, interruption, outage or other factors outside of Dazos’s direct control, including without limitation, issues associated with Customer’s computers, local area networks or internet service providers, any internet connectivity not under Dazos’s direct control, any Force Majeure event or any event resulting from any actions or inactions of Customer, Customer’s agents or any third parties, (ii) unavailability that is caused by any equipment or Internet Service Provider that is not within the direct control of Dazos: (iii) unauthorized use of or modifications to hardware or software, and (iv) Planned Downtime.

SEVERITY  “1”
UNPLANNED DISRUPTION DESCRIPTION


Inoperable Business or Clinical Function. Level 1 issues have a negative impact on a significant clinical function of the Services. This category is characterized by (i) major functionality loss and/or (ii) more than one important feature not working.

SEVERITY  “2”
UNPLANNED DISRUPTION DESCRIPTION


Business or Clinical Function Limitation. Level 2 issues result in narrow functional limitations and situations that do not currently impair the Customer’s business or clinical activities while using Services. This category is characterized by (i) impaired functions that are used daily, (ii) an issue that adversely affects clinical performance, and/or (iii) a temporary workaround being available.

SEVERITY  “3”
UNPLANNED DISRUPTION DESCRIPTION


Limited Occurrence Customer Issue. Level 3 issues result in a negative impact on specific functions within the Service that do not negatively impact daily operations. These issues are characterized by infrequent occurrence and/or intermittent function.

SEVERITY  “4”
UNPLANNED DISRUPTION DESCRIPTION


Minor System Issue. Level 4 errors are issues that do not affect business or clinical operations or have only a minor impact.

  • Unplanned service interruption occurs when the Customer’s access to Services is affected by problems of severity level 0 through 4 (“Unplanned Service Interruption”). Severity levels for Unplanned Service Interruptions are described in the following schedule.
  • Dazos will use commercially reasonable efforts to respond to Unplanned Service Interruptions, 24x7x365 that are reported through one of Dazos’s Customer Support channels listed here using the guidelines below:

Severity  “0”
Unplanned Downtime Due To Complete System Failure
Response Objective
: < One Hour

Restore Objective Dazos will work 24 hours a day 7 days a week to restore service

Severity “1”
Inoperable Business or Clinical Function
Response Objective
: < One Hour
Restore Objective Dazos will work 24 hours a day 7 days a week to restore service.

Severity  “2”
Business or Clinical Function limitation
Response Objective
: < One Business Day
Restore Objective Dazos will work during normal business hours to address issue

Severity “3-4”
Limited Occurrence Customer Issue or Minor System Issue

Response Objective: < Two Business Days
Restore Objective Dazos will use commercially reasonable efforts to address issue.

  • Unplanned Service Interruption. In the event Customer experiences a Level 1 or 0 Unplanned Service Interruption in any calendar month, subject to the conditions set forth in this Section 4, Customer shall be eligible to receive from Dazos a service credit “Service Credit” in accordance with the following schedule:
Severity RatingIncident Count/Aggregate Time of Service InterruptionService Credit Percentage for Base Fee
0One incident, one hour or more15%
05 incidents, or total of 3 hours25%
0More than 5 incidents, or 5 total hours40%
15 incidents, or 5 hours30%
1More than 5 incidents, of 6 hours50%
  • Customer Must Request Service Credit. In order to receive any of the Service Credits described in this Section Customer must notify Dazos within thirty (30) days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit the Customer’s right to receive a Service Credit.
  • Payment of Service Credit. The Service Credit will be issued on the Dazos invoice for the period following Customer’s request for the Service Credit unless the Service Credit is due in Customer’s final month of the Term. In such a case the refund for the dollar amount of the Service Credit will be mailed to Customer.
  • Termination Option for Chronic Problems. In the event Customer experiences three (3) Level 0 Unplanned Service Interruptions in any single calendar month for two (2) consecutive calendar months, Customer may terminate its Agreement without breach or penalty by notifying Dazos within five (5) days following the end of the second consecutive calendar month in which there were three (3) Level 0 Unplanned Service Interruptions.
  • The Credits apply only to the monthly Maintenance Fee, not to Usage or extra Users Fees.

Last updated July 2021.