Legal

Service Level Agreement (SLA)​ 

This document should be read in conjunction with the Master Agreement between you (Client) and Care Systems. 

1. Our Commitment to You 

At Care Systems, we aim to provide reliable and responsive support to help you get the most out of our SaaS. This Service Level Agreement (SLA) outlines how we support our clients, including target Response Times, Resolution Times, and how we handle Feature Requests.  

We know that timely and effective support is essential to your business, and we are committed to delivering great customer experience. 

Your Role in a Smooth Support Experience 

To ensure we can resolve your queries efficiently, we ask you: 

    • Provide clear details when submitting a Support Request, including screenshots, logs, and a description of the issue. 
    • Ensure your internal IT team is available to assist if required. 
    • Log Support Requests via our Support Software to ensure proper tracking and timely responses. 

2. How We Prioritise and Resolve Support Requests 

We prioritise Defects based on their impact on your operations and assign Response Times and Resolution Times to each level of priority. 

2.1 Support Request Priorities 

Defect Priority 

What This Means for You 

Response Time 

Resolution Time 

Critical 

System is down or significantly impaired with no Workaround available, affecting multiple users. 

Within 1 hour 

As soon as possible, with regular updates every 2 hours 

Urgent 

Major functionality is disrupted, but a Workaround exists. 

Within 2 hours 

Within 1 business day 

Normal 

Minor issues or general inquiries that do not impact core functions. 

Within 1 business day 

Within 3 to 5 business days 

Note: Response Times and Resolution Times are targets only and may vary based on a number of factors, including issue complexity and our available resources. 

3. Uptime target 

Our monthly uptime target for SaaS is 99.8%.  

For the purposes of calculating actual uptime per month, the following downtime is excluded: 

    1. scheduled downtime under clause 6 of the agreement; 
    2. downtime that is caused by: 
    3. third party equipment, software, or other technology (including any third party platform on which the SaaS is deployed); 
    4. your equipment, software or other technology; 
    5. any action or inaction by you or users of the SaaS (e.g. denying or disabling access to the SaaS, or misconfiguring database parameters); or 
    6. a force majeure event (as defined in the agreement). 

4. Product Enhancements & Solution Feedback 

We value your feedback to help us improve our software.  

You may provide us with a Feature Request at any time, by emailing us directly. 

In response to a Feature Request, we may offer you additional Services or Hardware, which may be subject to your payment of additional fees. The parties will document the provision of any agreed additional Services or Hardware in an Order. 

For clarity, the requirements of this SLA (except as set out in this item 5) do not apply to Feature Requests. We are not obligated to respond or make an offer to you in relation to a Feature Request or provide you with additional Services or Hardware unless the parties execute an Order for the additional Services or Hardware. 

5. Additional Support 

 Defects during non-business hours 

‘Business hours’ are defined in the Master Agreement Terms. 

For critical issues outside of business hours, we recommend following your organisation’s internal escalation processes and logging a Support Request. Our Support Request Priorities set out at item 2.1 above will apply and run from the beginning of the next business day. 

Checking the status of your Support Request 

You can track your Support Request through our Support Software, where updates will be provided regularly. 

6. Understanding Technical Terms 

We want to ensure clarity around technical terms in this SLA. Here’s what we mean when we use these terms: 

    • Defect: A deviation from the software’s specified requirements, leading to unintended behaviour. 
    • Support Request: A formal inquiry or report submitted by a client seeking assistance with a Defect. 
    • Response Time: The target for time taken for Care Systems to acknowledge a Support Request and provide an initial response, as set out in table 2.1 of this document. 
    • Resolution Time: The target for time taken to fully resolve an issue from the moment it is reported, as set out in table 2.1 of this document. 
    • Feature Request: A suggestion submitted by a client for new functionality, enhancements, or workflow improvements that are not classified as support issues. 
    • Workaround: A temporary solution that allows users to continue working while a permanent fix is being developed. 

Service Level Agreement | Last Updated May 2025