Viviane Health Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (“SLA”) outlines the service performance standards and commitments of Viviane Health Technologies Limited (“Viviane Health”, “We”, “Us”, or “Our”) to its customers (“You” or “Your”) regarding the uptime, availability, support response, and maintenance of Our cloud-based healthcare platforms and solutions. This SLA applies to all Viviane Health products, including Viviane HMS, LIMS, Pharmware, Nadia, Viviane CDSS, Viviane RIS, Viviane HR, Viviane Builder, and Viviane Account Manager, collectively referred to as “Viviane Platforms.”

By using Viviane Platforms, You acknowledge and agree to the terms described in this SLA, which supplements the Terms of Use.

2. Scope of Coverage

This SLA covers the performance and reliability of Viviane Health’s hosted software solutions, APIs, and user interfaces. It applies to production systems accessible through the Viviane Health infrastructure and excludes pre-release or beta services.

3. Service Availability (Uptime Guarantee)

Viviane Health is committed to maintaining a monthly uptime of 99.9% across all core systems. Uptime is measured over each calendar month and excludes scheduled maintenance, force majeure events, and issues arising from third-party dependencies.

Uptime is calculated as:

Uptime % = ((Total Minutes in Month – Downtime Minutes) / Total Minutes in Month) × 100

If monthly uptime falls below the stated commitment, customers may be eligible for service credits as described below.

4. Service Credits

If the actual uptime in any month is lower than 99.9%, You may be entitled to a service credit calculated as a percentage of Your monthly subscription fee for the affected service, as follows:

  • 99.0% – 99.89% uptime: 5% service credit
  • 95.0% – 98.99% uptime: 10% service credit
  • Below 95.0% uptime: 25% service credit

Service credits must be requested within 30 days of the reported incident. Credits will be applied to your next billing cycle.

5. Scheduled Maintenance

To ensure continued reliability and performance, Viviane Health may perform routine maintenance. Whenever possible, We will provide at least 24 hours’ notice for planned maintenance that may cause temporary unavailability.

Typical maintenance windows occur outside of peak business hours to minimize disruption, and We strive to complete maintenance within short, controlled timeframes.

6. Incident Classification and Response Time

Viviane Health classifies incidents based on severity and business impact. The following table outlines our standard response and resolution targets:

  • Severity 1 (Critical): System-wide outage or major functionality loss.
    Response Time: within 1 hour
    Target Resolution: within 8 hours
  • Severity 2 (High): Major feature degradation impacting operations.
    Response Time: within 1 hour
    Target Resolution: within 12 hours
  • Severity 3 (Medium): Partial feature issue or minor performance degradation.
    Response Time: within 2 hours
    Target Resolution: within 48 hours
  • Severity 4 (Low): Cosmetic issue or feature request.
    Response Time: within 1 business day
    Target Resolution: scheduled for next release cycle.

7. Support Channels

Viviane Health provides customer and technical support through the following channels:

Support is available 24/7 for Severity 1 issues and during regular business hours (8:00 AM – 6:00 PM, Monday to Friday) for all other requests.

8. Exclusions

This SLA does not apply to:

  • Downtime resulting from factors outside Viviane Health’s control (e.g., internet provider outages, force majeure events).
  • Issues caused by improper use, modification, or third-party integrations not authorized by Viviane Health.
  • Scheduled maintenance or emergency updates required to address security vulnerabilities.
  • Free trial or beta environments.

9. Data Protection and Security

Viviane Health follows strict administrative, technical, and physical safeguards to ensure data confidentiality, integrity, and availability in compliance with the Nigeria Data Protection Act (NDPA) and applicable global standards. All data is encrypted in transit (TLS 1.2+) and at rest using AES-256 encryption.

10. Monitoring and Reporting

Viviane Health continuously monitors system uptime, latency, and error rates using enterprise-grade monitoring tools. Monthly performance summaries are available upon request for enterprise clients.

11. Force Majeure

Viviane Health shall not be held responsible for service interruptions caused by events beyond reasonable control, including natural disasters, wars, strikes, government actions, or other force majeure circumstances. In such cases, obligations will be suspended until normal operations resume.

12. Revisions to This SLA

Viviane Health reserves the right to update this SLA as Our systems evolve. Changes will be communicated via Our website, and the date of the most recent revision will always be indicated below.

Last Updated: October 2025

© 2025 Viviane Health Technologies Limited — All rights reserved.

For inquiries, contact us at support@vivianehealth.com or visit www.vivianehealth.com.