Service Level Agreement
This SLA outlines support expectations, service availability goals, maintenance windows, and escalation practices for Medhandy enterprise and hospital customers.
Support
Defines response expectations and escalation paths for operational issues.
Availability
Sets the tone for uptime, maintenance windows, and incident communication.
Healthcare use
Designed for hospital operations where continuity and patient safety matter.
Contents
Support
For privacy, legal, or policy questions, contact support@medhandy.net.
1. Scope
This SLA describes the support and service expectations for the Medhandy platform. Any contractual availability targets should be finalized with the customer before deployment.
2. Support channels
- Email: support@medhandy.net
- Operational issues should be routed through the approved customer support contact.
- Security incidents should follow the incident escalation process defined by the customer and Medhandy.
3. Availability and maintenance
Planned maintenance should be communicated in advance where possible. Availability expectations should be aligned with the hospital's operational requirements and critical care needs.
4. Incident response
Medhandy should prioritize issues based on severity, impact, and whether patient-facing or clinical workflows are affected. Critical incidents should be escalated promptly.
5. Customer responsibilities
- Provide accurate incident details and affected workflow context.
- Ensure internal users are available for investigation where needed.
- Follow recommended operational workarounds during service disruptions.
6. Limits
Availability targets may be affected by third-party outages, network failures, customer-side configuration issues, or emergency maintenance. Final contractual commitments should be confirmed separately.
Hospitals should align this SLA with internal clinical escalation policies and downtime procedures.