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Service Level Agreement

Service Availability:

WaveOn shall use commercially reasonable efforts to make the application available twenty-four (24) hours a day, seven (7) days a week. 

WaveOn commits to maintaining a minimum service uptime of 99.9% during each calendar month, excluding scheduled maintenance windows.

 

Response Time:

WaveOn will respond to any support request or inquiry from the Customer within 24 hours during normal business hours (defined as Monday through Friday, 8:00 AM to 5:00 PM Eastern Standard Time).

Specialist Referral:

WaveOn facilitates referrals to healthcare specialists as needed. The availability of these specialist services, including referral times and scheduling, can vary due to geographical location and WaveOn's network affiliations.

Issue Resolution:

WaveOn will diligently work to resolve any service-related issues reported by the Customer within 72 hours of acknowledgment.

 

Scheduled Maintenance:

WaveOn will make reasonable efforts to provide advance notice to the Customer for any scheduled maintenance or updates that may affect service availability. Please note that in some cases, maintenance or updates may need to be performed without prior notice to ensure the continued quality and functionality of the service.

Escalation Process:

In the event that service-related issues are not resolved within the specified timeframe, the Customer can escalate the matter by emailing hello@waveonhealth.com.

This SLA is incorporated by reference into the Customer Service Agreement and reflects the mutual understanding between WaveOn and the Customer regarding service performance and support. The terms of this SLA are subject to change.

Third Party Services:

WaveOn platform leverages various third-party services, including but not limited to www.bluejayhealth.comwww.apexhealth.ai, www.swaymedical.com/terms-of-service, to enhance specific features and functions. 

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