Healthcare SLA Document

HEALTHCARE SERVICE LEVEL AGREEMENT (SLA)

Parties and Effective Date

This Service Level Agreement is entered into by and between Client Name: with principal address: (hereinafter "Client"), and Service Provider: with principal address: (hereinafter "Provider").

Effective Date:

Recitals and Definitions

WHEREAS, Provider will supply certain services to Client involving the storage, access, processing, or transmission of Protected Health Information (PHI) in connection with Client's healthcare operations; and

Definitions. The following definitions apply to this Agreement: "PHI" means individually identifiable health information; "Downtime" means a period when a Service is unavailable to Client other than scheduled maintenance; "Incident" means any event that materially degrades the performance or confidentiality, integrity or availability of the Services.

Scope of Services

Provider will provide the following services to Client as part of the Agreement. Select all components included in scope:

EMR Hosting    Data Backup & Recovery    Telehealth Platform    Billing / Revenue Cycle Support

Patient Data Scope and Representative Contact

The Services will be applied to Client records including PHI for patients identified or described below where applicable. This section identifies a primary patient contact for operational coordination and testing.

Insurance and Medical Information (for operational scope)

Service Levels and Performance Standards

Provider's obligations. Provider shall provide Services with the following minimum service levels:

System Availability (Uptime): measured monthly, excluding scheduled maintenance.

Initial Response Time for Critical Incidents: hours; Resolution Target for Critical Incidents: hours.

Non-critical Response Time: hours; Resolution Target: hours.

Monitoring, Reporting and Penalties

Provider shall monitor performance and deliver monthly reports to Client. Reporting cadence: . Reports shall include uptime, incident logs and corrective actions.

Service Credits. If Provider fails to meet agreed Service Levels, Client shall be entitled to service credits computed as follows:

Data Security, Privacy and HIPAA Compliance

Provider represents and warrants that it shall maintain administrative, physical, and technical safeguards required by applicable law and the Health Insurance Portability and Accountability Act for protection of PHI. Provider shall implement encryption, access controls, logging and breach notification procedures.

Breach Notification. Provider shall notify Client upon discovery of any breach of unsecured PHI without unreasonable delay and no later than hours, providing details as required for Client to meet regulatory obligations.

Data Ownership, Access and Returns

All PHI and other Client Data shall remain the sole property of Client. Upon termination, Provider shall return or securely destroy Client Data within days, and provide certification of destruction if requested.

Change Management and Maintenance

Scheduled maintenance windows shall be communicated at least days in advance. Emergency maintenance will be communicated as soon as practicable.

Audit Rights and Compliance

Client retains the right to audit Provider's security controls and compliance with respect to PHI upon reasonable notice and during normal business hours. Audits may be conducted no more frequently than unless a material incident has occurred.

Indemnification, Insurance and Liability

Provider shall indemnify and hold Client harmless from claims arising out of Provider's negligence, willful misconduct, or failure to protect PHI. Provider shall maintain professional and cyber liability insurance in amounts sufficient to cover potential claims; minimum limits: .

Limitation of Liability. Except for breaches of PHI, gross negligence or willful misconduct, neither party's aggregate liability shall exceed .

Term, Termination and Transition Assistance

Term. The initial term shall commence on the Effective Date and continue for , and shall renew automatically unless either party provides days prior written notice.

Transition Assistance. Upon termination, Provider will provide transition services at standard rates or as specified:

Confidentiality and Data Use Restrictions

Provider shall not use Client Data except as necessary to perform the Services. Disclosure to subcontractors is permitted only with Client's prior written consent and subject to written obligations no less protective than this Agreement.

Dispute Resolution and Governing Law

The parties shall attempt to resolve disputes through escalation and good faith negotiation. If unresolved, disputes shall be submitted to binding arbitration in the jurisdiction of: .

Notices

Notices shall be delivered in writing to the addresses specified in this Agreement or to operational contacts listed below.

Authorizations and Expiration

Client hereby authorizes Provider to access and process PHI as necessary to perform the Services. This authorization expires on: .

Client acknowledges that they may revoke this authorization in writing, subject to obligations applicable to actions already taken in reliance on this authorization.

Certifications and Signatures

Each party represents that the individual signing below is duly authorized to bind the party. The undersigned agree to the terms set forth in this Agreement.

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