1. Support Request

1.1 Support Requests. ClearDATA live support will be available 24 hours per day, 7 days per week, year-round. You may request support by opening a support ticket on the customer portal or by calling ClearDATA support at (602) 635-4004 or (844) 265-9625.

1.2 Response Times. We will use reasonable commercial efforts to respond to your support requests made via ticket or telephone within the following time frames:

Severity Level Definition Response Time
1 – Emergency Down device or service with no workaround 15 minute response time
2 – Urgent Degraded device or service with no workaround 60 minute response time
3 – Request or Question Service or change request or question 24 hours response time

We will respond to you via support ticket, email, telephone call, or all of these methods depending upon the severity of the situation and consistent with any procedures we have established with you for your account.

1.3 Credit.  Credits are calculated based on the recurring fee for the calendar month in which a response time failure occurs.  If we fail to meet a response time stated above, then you are entitled to a credit of 1% of the fee for the affected Cloud Environment, and an additional .5% (one half of one percent) for each additional applicable time increment by which we fail to meet the response time, up to a maximum of 100% of the fee for the affected Cloud Environment for the month in which the failure occurs.

2. Cloud Infrastructure

The Cloud Infrastructure consists of the Google Cloud Platform (GCP) compute, storage, database and networking services.  ClearDATA does not independently guaranty the performance of GCP Cloud Infrastructure but agrees that if GCP issues a service credit to ClearDATA under an GCP Service Level Agreement applicable to your Services, ClearDATA will pass the credit through to you.  As of the Effective Date, the applicable GCP SLA’s may be found at:

https://cloud.google.com/compute/sla

Additional GCP SLA’s may be added to this agreement as they are published by GCP.

To receive a pass through credit collected from GCP you must request a credit from ClearDATA at least five (5) business days before the deadline for ClearDATA to request a credit from GCP under the corresponding GCP SLA.  ClearDATA will use reasonable commercial efforts to obtain the requested credit from GCP, but has no obligation to pursue legal remedies against GCP for its failure to issue a credit as described in its SLA.

3. ClearDATA Healthcare Services

The service level commitment passed through by GCP stated in this Section 3 apply only to environments that are fully redundant across multiple regions and zones.

The ClearDATA Healthcare Infrastructure consists of the configuration elements that ClearDATA has contractually agreed to add on top of the Cloud Infrastructure, such as encryption configuration, virtual private networks, and the management platform. Credits are calculated based on the recurring fee for the calendar month in which a failure occurs. If your application is unavailable for more than 30 minutes, and you have logged a priority 1 incident as a result of an error or outage of the ClearDATA Healthcare Infrastructure, excluding Maintenance (as defined below), you are entitled to a credit of 5% of the fee for the affected Cloud Environment, and an additional 3% for each additional full increment of 30 minutes that the application remains unavailable, up to a maximum of 100% of the fee for the affected Cloud Environment for the month in which the unavailability occurs.  Your application is “unavailable” if you are unable to use the application for its intended purpose or it fails to respond to a monitoring query.  For clarity, application unavailability due to an GCP outage is not covered by this Section, but by the commitment stated in Section 2 above.

4. ClearDATA Customer Portal

If your ClearDATA customer portal at www. portal.cleardata.com is unavailable for more than 30 consecutive minutes, excluding Maintenance, you are entitled to a credit of 2% of the fee for the affected Cloud Environment, and an additional 1% for each additional full increment of 30 minutes that the element remains unavailable, up to a maximum of 100% of the fee for the affected Cloud Environment for the month in which the unavailability occurs.   The portal is “unavailable” if you are unable to open tickets, receive monitoring alerts, provision new images, or use any other material feature or function of the portal and ClearDATA is unable to complete these changes for you via some other means.

5. Exclusions and Limitations on Credits. The following restrictions apply notwithstanding anything above to the contrary.

5.1 Cumulative Dollar Amount.  The maximum total aggregate credit for any calendar month under this SLA shall not exceed 100% of your recurring monthly fees for the affected Cloud Environment. Credits that would be available but for this limitation will not be carried forward to future months or applied to other Services.

5.2 Maintenance.  Downtime, outages or other service level failures resulting from Maintenance are not included in the measure of unavailability or response times. “Maintenance” means: a) GCP maintenance as defined in the GCP SLAs; b) ClearDATA scheduled maintenance that is announced at least 5 business days in advance and that is performed within ClearDATA’s maintenance window, currently midnight to 4:00 a.m. United States Central Time;  c) maintenance of your configuration that you request and that we schedule with you in advance (either on a case by case basis, or based on standing instructions), such as hardware or software upgrades; or d) critical unforeseen maintenance needed for the security or performance of your configuration or our network.

5.3 Capacity.  You are not entitled to a credit for unavailability resulting from capacity restraints inherent in the Services you have elected to purchase.  ClearDATA will provide monitoring services and the ability to add capacity as agreed in the Order.   

5.4 Extraordinary Events. You are not entitled to a credit for downtime or outages resulting from force majeure events.

5.5 Your Breach of the Agreement. You are not entitled to a credit if you are in breach of your cloud services agreement (including your payment obligations to us) at the time of the occurrence of the event giving rise to the credit.  You are not entitled to a credit if the event giving rise to the credit would not have occurred but for your breach of the cloud services agreement.

5.6 Disabling or Removing of Monitoring or Security Services, Interference with Services. You must notify us in advance if you plan to disable, block, or remove any monitoring or security element of your service(s).  We will not issue you any credit for events that occur on services that you have modified without our consent.

5.7 Unsupported Services.  You are not entitled to a credit if the event giving rise to the credit would not have occurred but for the use of an “Unsupported” service element as defined in the services agreement between us.

5.8 Logical Access. The SLA is contingent on ClearDATA having full logical access to your configuration. No credit will be due if the credit would not have accrued but for your restriction of our logical access to your configuration.

6. Measurement of Time Periods

For the purpose of determining whether a credit is due, time periods will be measured from the time stamp generated by our ticket system, or the time an interruption is recorded in our monitoring system, as applicable. You may open a support ticket to document the start time for a support request or other incident, or, if you contact us by telephone to request support, we will open a ticket. If you contact us by phone, there may be a delay between the time of the call and the time we open a ticket.

7. Requests

You must request a credit in writing using the Customer Portal no later than seven days following the occurrence of the event giving rise to the credit. We will contact you within thirty days to approve or reject the claim or to request more information. If the claim is approved, the credit will appear on your monthly invoice following approval.

8. Credits are Sole and Exclusive Remedy

The credit remedies provided in this SLA are your sole and exclusive remedy for damages arising from ClearDATA violation of a service level for which credit is provided.

Revision date November 1, 2018