Service Level Agreement
Pharmlogic will use all reasonable endeavours to ensure that the Service is available through the Licence Term, but Pharmlogic cannot guarantee that the Service will be available at all times. This Schedule sets out Pharmlogic’s obligations and liability with respect to availability of the Service.
Service Levels
Pharmlogic will use all reasonable commercial efforts to ensure that the Service is available for at least 99.5% of the time during any calendar month throughout the Term. For the avoidance of doubt, non-availability for Licensee or third party-caused events or outages, or as a result of a Force Majeure Event shall not count towards the availability calculation.
Exclusions
As with all software solutions we can only be responsible for the uptime of our own platform. 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 which we do not own or control (e.g. the internet and electronic medical record providers). 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.
Support
Pharmlogic will provide support online at support@pharmlogic.co.uk between 8:30am and 7pm Mondays to Fridays and 9am to 1pm on Saturdays during the Licence Term. Pharmlogic aims to respond to all support queries within 72 hours, but makes no guarantee of this.
Pharmlogic monitors its servers for outages and material errors and will aim to notify the Licensee promptly of any such event.
