📄 Service Level Agreement

Sumedy, a unit of 9VN Communication Pvt. Ltd., is committed to delivering a highly available, reliable, and secure Pharmacy SaaS platform. This Service Level Agreement (SLA) defines our uptime guarantee, support response times, and compensation policies for service disruptions. For support inquiries, contact us at support@sumedy.com.

📜 Service Level Agreement (SLA)

Last Updated: March 10, 2025
📧 Contact Email: support@sumedy.com

1️⃣ Introduction

This Service Level Agreement (SLA) sets forth the commitment of Sumedy to provide a high-availability pharmacy management system to our customers. It outlines the service uptime guarantee, technical support commitments, and compensation policies in case of service disruptions.

This SLA applies to all subscribed customers using Sumedy’s SaaS platform.

2️⃣ Service Commitment & Uptime Guarantee

Sumedy strives to provide 99.9% uptime for its services, excluding scheduled maintenance. The uptime calculation includes:

✅ Included in Uptime Guarantee:
✔️ Core system availability (billing, inventory, pharmacy management).
✔️ API accessibility for third-party integrations.
✔️ Web and mobile app functionality.

🚫 Exclusions:

  • Scheduled maintenance with prior notice.
  • Downtime caused by third-party services, ISPs, or customer-side issues.
  • Service disruptions due to force majeure events (e.g., natural disasters, cyberattacks).

3️⃣ Scheduled Maintenance

📅 We perform regular scheduled maintenance to improve performance and security.
📢 Customers will receive at least 48 hours' notice for planned downtime.

4️⃣ Support Response & Resolution Time

Sumedy offers priority-based customer support, with the following response and resolution times:

Issue SeverityDescriptionInitial Response TimeResolution Time Target
Critical (P1)Complete system outage affecting all users.≤ 30 minutesWithin 4 hours
High (P2)Major feature failure affecting operations.≤ 1 hourWithin 8 hours
Medium (P3)Minor bugs or performance issues.≤ 4 hoursWithin 24 hours
Low (P4)General inquiries or cosmetic issues.≤ 12 hoursWithin 3 business days

📧 Support Availability:

  • 📅 Business Hours: 24/7 support for critical issues (P1, P2).
  • 📧 Contact via support@sumedy.com for all service issues.

5️⃣ Compensation for Service Downtime

If uptime falls below 99.9%, customers may be eligible for service credits as follows:

Uptime % (Monthly)Compensation
99.9% – 100%No compensation
99.0% – 99.89%5% service credit
98.0% – 98.99%10% service credit
Below 98.0%20% service credit

📌 How to Claim:

  • Users must submit a service credit request within 7 days of the incident.
  • Compensation is credited to the next billing cycle and not refundable in cash.

6️⃣ Limitation of Liability

Sumedy is not responsible for:
❌ Customer-side misconfigurations affecting service performance.
❌ Downtime due to external network failures, ISP outages, or force majeure.
❌ Indirect damages (e.g., lost profits, data loss, or business disruption).

Maximum liability under this SLA is limited to the service fees paid in the affected month.

7️⃣ Policy Updates

We may update this Service Level Agreement (SLA) periodically. Users will be notified of significant changes.

📩 Contact Us

For support or service-related issues, reach out to:
📧 Email: support@sumedy.com
🌐 Website: sumedy.com

By using Sumedy, you acknowledge and agree to this Service Level Agreement (SLA). 🚀