This Service Level Agreement is incorporated by reference in the Codex Health Order Form entered into between you (“Customer”) and Codex and governed by the Codex Health Enterprise Terms of Service and Business Associate Agreement. Capitalized terms that are used but not defined herein have the meaning set forth in the Terms.
Software Services
- “Covered Services” refers to the patient-facing mobile application (i.e. Allie, the patient app), and Foresight (the clinician web application), and the backend software systems required to support them.
- Codex guarantees that the Covered Services have an uptime that is greater than or equal to 99%
Clinical Services
- Appointments with the Codex Clinical Team are offered between 9am-5pm Eastern Time (ET). Changes in personnel may temporarily change the available hours.
- Messages to the Codex Clinical Team are answered between 9am-5pm ET.
Customer Support
- Multi-channel product support is available through our support site (help.codexhealth.com), support mechanisms in our products, email, and phone calls.
- Support tickets are to be filed in one of 4 categories as described below:
- Urgent - software is non-functional or materially degraded; data integrity is at risk; widespread access interruptions.
- High - software has impaired performance.
- Normal - software has minor issues with workarounds.
- Low - request for information, assistance of a routine nature or feature requests.
- Support hours: 9/5 support between 9am-5pm ET on weekdays
- Initial response times as follows:
- < 1-hour for ‘Urgent’ tickets
- < 4-hour for ‘High’ tickets
- < 8-hour for ‘Normal’ tickets
- < 48-hours for “Low’ tickets
- Support language: English
