Service Level Agreement
This Service Level Agreement (“SLA”) is part of the agreement between PharmaTrialsCortex, Inc. (“PharmaTrialsCortex,” “we,” “us,” or “our”) and the customer (“Customer,” “you,” or “your”) for the use of PharmaTrialsCortex’s hosted platform services, including SmartEDC, TMFEye.ai, and eCTMS (the “Services”).
This SLA applies only to the hosted SaaS versions of the Services accessed at app.pharmatrialscortex.com, tmfeye.pharmatrialscortex.com, and ctms.pharmatrialscortex.com. It does not apply to development or sandbox environments, or trial accounts.
In the event of a conflict between this SLA and the Terms of Service or a separately executed Master Service Agreement, the Master Service Agreement shall take precedence, followed by this SLA, followed by the Terms of Service.
Uptime Commitment
Service Availability Target
PharmaTrialsCortex commits to maintaining the following availability targets for the hosted Services:
| Plan | Monthly Uptime Target | Maximum Downtime per Month |
|---|---|---|
| Professional | 99.5% | ~3 hours 39 minutes |
| Enterprise | 99.9% | ~43 minutes |
| Validated (GxP) | 99.95% | ~22 minutes |
How Uptime Is Measured
- Uptime Percentage = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100
- Downtime is defined as a period during which the Services are materially unavailable to all users of the Customer’s account, as measured by PharmaTrialsCortex’s monitoring systems.
- Availability is measured at five-minute intervals using synthetic monitoring from multiple geographic locations.
- A five-minute interval is counted as “down” if more than 50% of monitoring probes fail to receive a successful response (HTTP 2xx or 3xx) within 10 seconds.
Service Components
The uptime commitment applies to the following core service components:
| Component | Description | Included in SLA |
|---|---|---|
| Web Application | Platform UI (React SPA) | Yes |
| API | RESTful API endpoints (/api/v1/*) | Yes |
| Authentication | Login, token refresh, session management | Yes |
| Database | PostgreSQL read/write operations | Yes |
| Background Jobs | Celery task processing (exports, notifications) | Best effort |
| Documentation | docs.pharmatrialscortex.com | Best effort |
| Status Page | status.pharmatrialscortex.com | Best effort |
Scheduled Maintenance
Maintenance Windows
PharmaTrialsCortex performs regular maintenance to apply security patches, update infrastructure, and deploy new features. We maintain the following schedule:
- Standard maintenance window: Sundays, 02:00-06:00 UTC.
- Emergency maintenance: May occur outside the standard window for critical security patches or urgent fixes.
Notification
- Standard maintenance: We will provide at least 72 hours’ advance notice via email to account administrators and a notification on our status page.
- Emergency maintenance: We will provide as much advance notice as reasonably practicable, and in all cases will notify customers at the start of the maintenance window via email and status page.
Impact Minimization
- We design our infrastructure for zero-downtime deployments whenever possible, using rolling updates and blue-green deployment strategies.
- Scheduled maintenance that results in downtime of less than 5 minutes is not counted against the uptime commitment.
- Scheduled maintenance within the standard maintenance window that exceeds 5 minutes of downtime is counted against the uptime commitment.
Incident Response Times
PharmaTrialsCortex provides support with the following target response times based on incident severity:
Severity Definitions
| Severity | Definition | Examples |
|---|---|---|
| Critical (P1) | Complete service outage or data loss affecting production clinical trial data | Platform unreachable; data corruption; authentication failure for all users; audit trail unavailability |
| High (P2) | Major feature degradation affecting multiple users; no viable workaround | Data entry not saving; export failures; e-signature unavailable; query system not responding |
| Medium (P3) | Feature impairment with workaround available; affecting limited users | Slow dashboard load times; intermittent timeout errors; formatting issues in exports |
| Low (P4) | Minor issues, cosmetic defects, or general questions | UI alignment issues; documentation corrections; feature requests; general inquiries |
Response Time Targets
| Severity | Professional | Enterprise | Validated (GxP) |
|---|---|---|---|
| Critical (P1) | 4 hours | 1 hour | 30 minutes |
| High (P2) | 8 hours | 4 hours | 2 hours |
| Medium (P3) | 2 business days | 1 business day | 8 business hours |
| Low (P4) | 5 business days | 3 business days | 2 business days |
Resolution Time Targets
| Severity | Target Resolution Time |
|---|---|
| Critical (P1) | 4 hours (initial mitigation); 24 hours (full resolution or workaround) |
| High (P2) | 24 hours (workaround); 5 business days (full resolution) |
| Medium (P3) | 10 business days |
| Low (P4) | Next scheduled release |
Support Channels
| Channel | Availability | Plans |
|---|---|---|
| Email (support@pharmatrialscortex.com) | 24/7 (monitored) | All plans |
| In-app support | Business hours (9:00-18:00 ET, Mon-Fri) | All plans |
| Phone support | Business hours | Enterprise, Validated |
| Dedicated Slack channel | Business hours | Validated |
| 24/7 phone hotline (P1 only) | 24/7 | Validated |
Escalation Path
If you are not satisfied with the response to a support request, you may escalate:
- Level 1: Support Engineer (initial response)
- Level 2: Senior Support Engineer / Technical Lead
- Level 3: Engineering Manager
- Level 4: VP of Engineering / Customer Success Director
Service Credits
Eligibility
If PharmaTrialsCortex fails to meet the monthly uptime target for your plan, you are eligible for service credits as described below. Service credits are your sole and exclusive remedy for downtime.
Credit Calculation
| Monthly Uptime Percentage | Service Credit (% of Monthly Fee) |
|---|---|
| 99.0% to < target | 10% |
| 95.0% to < 99.0% | 25% |
| 90.0% to < 95.0% | 50% |
| Below 90.0% | 100% |
Requesting Credits
To receive service credits:
- Submit a request to support@pharmatrialscortex.com within 30 days of the end of the month in which the downtime occurred.
- Include the dates and times of the downtime events and a description of the impact.
- PharmaTrialsCortex will verify the claim against our monitoring data and respond within 10 business days.
Credit Application
- Service credits are applied as a credit against future invoices. Credits are not redeemable for cash.
- Service credits may not exceed 100% of the monthly fee for the affected month.
- Service credits are calculated based on the monthly recurring fee for the affected service, excluding one-time fees, professional services, or overage charges.
Extended Outage Rights
If the Services experience downtime exceeding 24 consecutive hours, or if the monthly uptime falls below 95% for two consecutive months, the Customer may terminate the affected subscription without penalty upon 30 days’ written notice, and receive a pro-rated refund for any prepaid, unused portion of the subscription term.
Exclusions
The uptime commitment and service credits do not apply to downtime caused by:
- Scheduled maintenance performed within the standard maintenance window, provided adequate notice was given.
- Force majeure events: Natural disasters, acts of war, terrorism, pandemics, government actions, or other events beyond PharmaTrialsCortex’s reasonable control.
- Customer-caused issues: Misuse, misconfiguration, or modifications by the Customer or its users; use of the Services in violation of the Terms of Service or Acceptable Use Policy.
- Third-party failures: Outages of third-party services not under PharmaTrialsCortex’s control (e.g., upstream internet providers), except for subprocessors listed in our Subprocessor List, for which PharmaTrialsCortex accepts responsibility.
- Beta or preview features: Features explicitly labeled as beta, preview, or experimental.
- Free-tier or sandbox environments: Environments provided at no charge for evaluation or testing purposes.
- Denial-of-service attacks: Downtime resulting from DDoS or other attacks, provided PharmaTrialsCortex has implemented commercially reasonable protective measures (Cloudflare WAF and DDoS mitigation).
Reporting
Status Page
Real-time service status and historical uptime data is available at status.pharmatrialscortex.com. You can subscribe to status updates via email, SMS, or RSS.
Monthly Reports
Enterprise and Validated plan customers receive a monthly service report that includes:
- Uptime percentage for each service component.
- Summary of incidents and maintenance events.
- Response and resolution times for support requests.
- Trend analysis and improvement actions.
Quarterly Reviews
Validated (GxP) plan customers receive a quarterly service review meeting with their designated Customer Success Manager to discuss:
- Service performance against SLA targets.
- Upcoming maintenance and feature releases.
- Capacity planning and scaling considerations.
- Regulatory compliance updates.
For questions about this SLA or to discuss custom service level requirements, contact us at sales@pharmatrialscortex.com or support@pharmatrialscortex.com.