Our uptime, support and reliability commitments.
This Service Level Agreement describes Clinexaa's target availability, support, incident response, backup, and disaster recovery commitments for paid Subscriptions. It is intended to give Clinics confidence in Clinexaa as infrastructure their daily operations can depend on, while setting clear, realistic expectations.
This SLA applies to paid Clinexaa Subscriptions and describes the level of service Clinics can expect. It does not apply to Trial Accounts or beta/early-access features, which are provided without uptime or support commitments.
Clinexaa targets a monthly uptime of 99.9% for the core Platform (login, patient records, appointments, billing, and related modules), excluding Scheduled Maintenance as described in Section 3 and any Exclusions described in Section 10. Uptime is measured as the percentage of time the Platform is available and able to process requests, calculated over each calendar month.
Clinexaa performs periodic maintenance to apply updates, security patches, and infrastructure improvements. Where maintenance is expected to affect availability, Clinexaa will provide advance notice to Clinics (via the Platform, email, or status page) wherever practicable, and will aim to schedule disruptive maintenance during low-usage periods. Scheduled Maintenance performed with reasonable notice does not count against the uptime target in Section 2.
| Severity | Description | Target Initial Response |
|---|---|---|
| Critical (P1) | Platform-wide outage or complete loss of core functionality (login, billing, patient records) for all Clinics | Within 1 hour |
| High (P2) | Major feature unavailable or significantly degraded for a Clinic or subset of Clinics, with no workaround | Within 4 business hours |
| Medium (P3) | Minor feature issue or degraded performance with an available workaround | Within 1 business day |
| Low (P4) | Cosmetic issue, minor bug, or general question with no operational impact | Within 2 business days |
Response time refers to acknowledgment and initial investigation, not full resolution, which depends on the nature and complexity of the issue.
Support is available via email (hello@hermitz.com) and WhatsApp (+971 54 438 1614) during standard business hours (Sunday–Friday, UAE time), with Critical (P1) incidents monitored on a best-effort basis outside standard hours. In-Platform Help & Support resources, including documentation, are available at any time.
Clinexaa performs regular automated backups of Clinic Data and Patient Data, retained on a rolling basis to support recovery from data loss or corruption. Backups are stored separately from production systems and tested periodically to confirm restorability. Clinics remain encouraged to periodically export critical data using the Platform's built-in export tools as an additional safeguard.
In the event of a significant infrastructure failure, Clinexaa will work to restore service from the most recent available backup as quickly as reasonably possible, prioritized by incident severity as described in Section 4. While Clinexaa targets minimal data loss in such scenarios, some recent data entered between the last backup and the point of failure may not be recoverable; this risk underscores the value of the periodic export practice referenced in Section 6.
If Clinexaa fails to meet the 99.9% monthly uptime target described in Section 2 due to causes within its reasonable control (excluding Scheduled Maintenance and the Exclusions in Section 10), affected Clinics on paid annual or monthly Subscriptions may request a service credit, calculated as a percentage of that month's Subscription fee proportional to the shortfall, applied to a future billing cycle. Service credit requests should be submitted to hello@hermitz.com within 30 days of the affected month and are subject to verification against Clinexaa's monitoring records.
Clinexaa monitors Platform availability and performance on an ongoing basis using automated uptime and error monitoring. Significant incidents affecting multiple Clinics will be communicated via the Platform or direct notification, including a summary of cause and resolution following significant incidents where appropriate.
The uptime target and service credit provisions in this SLA do not apply to: unavailability caused by factors outside Clinexaa's reasonable control (force majeure, internet backbone or regional connectivity failures, third-party service outages such as payment or messaging providers); issues caused by a Clinic's own misuse, unauthorized modification, or third-party integrations the Clinic has configured; Scheduled Maintenance performed with reasonable notice; Trial Accounts; and beta or early-access features.
Hermitz Ventures — Clinexaa
Email: hello@hermitz.com
WhatsApp / Phone: +971 54 438 1614
Location: Dubai, United Arab Emirates