1. Introduction
This agreement sets out the target service levels that MedFix aims to provide to customers subscribed to the MedFix platform. It forms an integral part of the Terms & Conditions and the Subscription Agreement.
2. Scope
This agreement applies to: the MedFix platform and all services provided through it. It does not apply to: the Customer's devices, network or internet connection, or third-party services beyond MedFix's control.
3. Target availability
MedFix aims to achieve availability of no less than 99.5% per month, excluding: scheduled maintenance, force majeure, failures of external service providers, and emergency security work.
Availability is calculated for each calendar month by dividing the number of minutes the platform was available by the total minutes in the month, after excluding the cases listed in the Exclusions clause. The platform is considered unavailable when none of the customer's users can log in or use its core functions.
4. Scheduled maintenance
MedFix may carry out maintenance or periodic updates to improve performance and security. Customers will be notified in advance whenever a material impact on the service is expected, where practically possible.
5. Fault classification
Level 1 (Critical)
Includes: complete system outage, or no users able to sign in. Received around the clock, every day of the week; target response: within 2 hours.
Level 2 (High)
Includes: failure of a major function, or significant impact on operations. Target response: within 6 business hours.
Level 3 (Medium)
Includes: partial faults and non-critical issues. Target response: within 24 business hours.
Level 4 (Low)
Includes: questions, improvement requests and general support requests. Target response: within 3 business days.
In this agreement, business hours and business days mean Sunday to Thursday, 9 AM to 5 PM Saudi Arabia time, excluding public holidays.
6. Service limits
Actual resolution times depend on: the nature of the fault, the complexity of the problem, the Customer's cooperation, and the availability of the necessary diagnostic information. Response times do not guarantee that a resolution will be completed within a specific period.
7. Exclusions
The following are excluded from the availability calculation: scheduled maintenance, user error, the Customer's internet outages, problems with the Customer's devices or network, disasters and force majeure, and failures of external service providers.
8. Compensation
If monthly availability falls below the target for reasons within MedFix's direct responsibility, the customer is entitled to a service credit, deducted from the next invoice or added as days to the subscription term, as follows: from 99% to below 99.5%: a credit of 5% of that month's fees; from 95% to below 99%: a credit of 10%; below 95%: a credit of 25%. Total credits shall not exceed 25% of that month's fees; for annual subscriptions, the monthly fee is the annual fee divided by twelve. Claims must be sent to info@medfix.pro within thirty (30) days of the end of the month concerned. Service credits are the sole remedy for failing to meet the availability target, and no cash or indirect compensation may be claimed.
9. Changes to this agreement
MedFix may update this agreement when needed in line with operational requirements and service development, notifying customers of material changes at least thirty (30) days before they take effect. No change will reduce the service levels the customer is entitled to during its paid subscription period.