Accurx Service Level Agreement (“SLA”)

Purpose

This document sets out the Service Levels applicable to the Accurx platform. We may revise these from time to time.

Uptime

Accurx will use all reasonable commercial efforts to ensure that the platform is available throughout the Term (as defined in our Terms & Conditions), but we cannot guarantee that it will be available at all times. We will therefore use all reasonable commercial efforts to ensure that the platform is available for at least 99.9% of the time during any calendar month throughout the Term.

Exclusions

As with all software solutions we can only be responsible for the uptime of our own platform. This is explained in our Terms & Conditions. As such we cannot guarantee or be responsible for any loss in the availability of any other third party communications networks, services and facilities that are used by our platform whichwe do not own or control (e.g. the internet, electronic medical record providers and national integrations such as PDS). Therefore any delays, delivery failures or any other loss or damage resulting from the transfer of data over these third parties is not covered by this SLA. For the avoidance of doubt, this includes any non-availability from events or outages caused by you (the Licensee, the Service Recipients and their Authorised Users or Authorised Free Users all as defined in our Terms & Conditions).

If you are using Accurx free of charge there will be no commercial remedy available to you for any loss of availability of the Accurx platform.

Should any loss of availability of the Accurx platform be caused by a Force Majeure Event (as defined in our Terms & Conditions) then this falls outside of and is not covered by the uptime levels we commit to under this SLA.

Incident Resolution

Accurx severity level classification is aligned with NHS England’s Incident Management and Severity guidelines. Accurx provides 24x7 support for critical outages. Our User Support Team, with input from other teams (where relevant), will determine if an incident has occurred and internal monitoring also enables incidents to be raised by our Engineering Teams. Our escalation routes are determined by incident type (e.g. information risk, security or clinical safety). Further information about how we handle incidents is available via our help centre article: Incident Management at Accurx.

Post Implementation Patient and User Support

Online 24/7 Support

Accurx provides access to a range of FAQ’s, articles and Youtube videos to our patients and users 24/7 via www.accurx.com.

Support Desk

Our support desk can be contacted in a number of ways, with the fastest method being Live Chat. A live messaging function available directly from the Accurx website. Accurx endeavours to respond to all chats within 5 minutes. All support is UK based.

90% of users who contact our Support Desk score their experience as 4 or 5 out of 5.

Standard Support Desk Hours

Live chat is supported during the following hours of operation:

• Monday to Friday 8am to 8pm
• Saturdays 9am to 5pm
• Sundays/ Bank Holidays 9am - 1pm

Outside of Live Chat support hours, users can still send messages and our User Support Specialists will respond during the next period of operating hours.

Email‍

Users can also contact the Support Desk via email. Accurx endeavours to respond to all emails within 6 hours during the above hours of operation.

Phone

Users and patients can request a phone call via chat or email if that is their preferred method of communication during the above hours of operation.
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Resolution

We aim to resolve issues raised by users to our Support Desk (through both webchat and email) within 12 hours during the above hours of operation.

Complaints and Feedback Process

When you escalate an issue or lodge a complaint via our complaints@accurx.com email, we will provide you with a confirmation and with a case reference number within 48-hours of receiving your complaint.

If your complaint or query needs to be escalated, the case will be referred to the relevant team/s to be reviewed, who will then reach out to you with further communications within 5 working days.

Should the investigation require further time and an extension of the 5-working days is required we will inform the user of this decision every 5-working days until the complaint response is submitted.

We want to resolve issues as quickly as possible, however, depending on the complexity of the case, we may need a little longer to investigate and get to the bottom of things. Nonetheless, we aim to resolve all complaint cases within 30 working days.