Service Level Agreement

This Service Level Agreement (“SLA”) is incorporated by reference into the On Call Central Master Services Agreement and governs service availability commitments for On Call Central services.

1. COVERAGE
This SLA applies to Clients whose accounts are in good standing under the Master Services Agreement. Credits are not available for accounts with past-due balances.

2. SERVICE LEVEL COMMITMENT
On Call Central commits to 99.9% availability of the On Call Central web portal and mobile application, measured monthly (“Availability”). Availability means the portal and application are accessible and functional for login and core features.

This SLA applies only to the On Call Central web portal and mobile application. It does not apply to telephony services, as call routing and delivery depend on upstream telecommunications carriers and Client’s phone service providers, which are outside On Call Central’s control.

3. SERVICE CREDITS
In the event On Call Central fails to meet the Availability commitment, Client may request a service credit as follows:

Monthly Availability
Credit Amount
99.0% – 99.9%: 10% of monthly fee
95.0% – 99.0%: 25% of monthly fee
Below 95.0%: 50% of monthly fee

To receive a credit, Client must submit a request to support@oncallcentral.com within 7 business days of the unavailability event, including the account name, dates and times of unavailability, and any supporting documentation. Credits will be applied to Client’s account within 60 days and are not refundable as cash. The maximum credit for any month shall not exceed 100% of that month’s fees.

4. EXCLUSIONS
Credits are not available for unavailability caused by:

•       Scheduled maintenance (with advance notice provided);

•       Client-side issues, including internet connectivity, device, or browser problems;

•       Force majeure events;

•       DDoS attacks or security incidents;

•       Third-party service provider outages;

•       Upstream telecommunications carrier issues;

•       Client account suspension for non-payment or policy violation.

5. SOLE REMEDY
The service credits described in this SLA are Client’s sole and exclusive remedy for On Call Central’s failure to meet the Availability commitment. On Call Central’s internal monitoring systems are the final determination of Availability.

6. MODIFICATIONS
On Call Central may modify this SLA by posting updated terms on our website and providing 30 days’ advance notice via email. If Client does not agree to the modified terms, Client may terminate the Master Services Agreement before the changes take effect.