This Service Level Agreement ("SLA") sets out the support and availability commitments that H.E.Rv3 makes to customers. For billing and general enquiries: qnicktech@gmail.com
1. Support Tiers
Standard Support (included in all licences)
| Item | Detail |
|---|---|
| Channels | Email: qnicktech@gmail.com |
| Coverage hours | Monday–Friday, 09:00–17:30 UK time, excluding UK public holidays |
| First response — P1 (Critical) | 4 business hours |
| First response — P2 (High) | 1 business day |
| First response — P3 (Normal) | 3 business days |
| First response — P4 (Low) | 5 business days |
| Bug fixes | Included; scheduled in next release cycle |
| Documentation | Full deployment and user guides provided |
Priority Support (paid add-on)
| Item | Detail |
|---|---|
| Channels | Email + direct phone/video call to support lead |
| Coverage hours | Monday–Friday, 08:00–20:00 UK time + emergency out-of-hours for P1 |
| First response — P1 (Critical) | 1 hour (including out-of-hours) |
| First response — P2 (High) | 4 business hours |
| First response — P3 (Normal) | 1 business day |
| Emergency out-of-hours | P1 clinical emergencies only |
2. Availability (SaaS Deployments)
| Metric | Commitment |
|---|---|
| Monthly uptime target | 99.5% (excluding scheduled maintenance) |
| Scheduled maintenance | Max 2 hours/month; 48 hours notice; 23:00–05:00 UK time |
Service Credits (if SLA is breached)
| Monthly uptime | Credit |
|---|---|
| 99.0% – 99.5% | 5% of monthly fee |
| 95.0% – 99.0% | 10% of monthly fee |
| Below 95.0% | 20% of monthly fee |
For self-hosted deployments, H.E.Rv3 does not control or commit to uptime. We provide a health check endpoint, backup/restore runbook, and disaster recovery guide.
3. Severity Definitions
| Level | Definition | Examples |
|---|---|---|
| P1 — Critical | Software completely unavailable or patient safety issue; no workaround | System down; login impossible; PHI corruption; break-glass unavailable |
| P2 — High | Core clinical functionality impaired; no workaround | Unable to access patient records; prescribing blocked; MFA broken |
| P3 — Normal | Feature degraded but workaround exists | Appointment errors; one report not generating; AI features offline |
| P4 — Low | Minor issue; cosmetic; enhancement request | UI display issue; non-critical error; feature request |
Clinical safety escalation: If any issue creates an immediate risk to patient safety, contact us flagged URGENT: Patient Safety — we will escalate regardless of support tier.
4. Submitting a Support Request
To minimise response time, include: severity level, impact (who is affected, clinical impact), description (what happened, what you expected), steps to reproduce, error messages or screenshots (remove PHI from screenshots), H.E.Rv3 version, and browser/OS for UI issues.
Do not include real patient data (PHI) in support tickets. Use patient ID numbers or anonymised examples only.
5. Exclusions
SLA obligations do not apply to issues caused by: Customer failure to apply recommended updates; Customer infrastructure or third-party services; Customer misconfiguration; force majeure events; malicious acts by Customer's employees; unsupported software versions; issues reported more than 30 days after occurrence.
6. Software Support Lifecycle
| Release type | Support period |
|---|---|
| Current release | Full support — bug fixes, security patches, new features |
| Previous major release | Security patches only — for 12 months after successor release |
| End-of-life versions | No support; upgrade strongly recommended |
H.E.Rv3 will give a minimum of 3 months' notice before moving a release to end-of-life.
7. Contact
| Issue type | Contact |
|---|---|
| Support (all tiers) | qnicktech@gmail.com |
| Security incidents | qnicktech@gmail.com — subject: SECURITY INCIDENT |
| Privacy / data subject rights | qnicktech@gmail.com — subject: DATA PROTECTION |
| Clinical safety concerns | qnicktech@gmail.com — subject: CLINICAL SAFETY |