Service Level Agreement (SLA) & Support Policy
At DocGenie Global, we recognize that reliable and timely support is critical for healthcare providers, administrators, and partners who rely on our telemedicine platform. This SLA & Support Policy outlines the principles, processes, and commitments that guide how we deliver technical assistance, platform reliability, and ongoing customer care.
1. Scope of Coverage
This policy applies to all customers using the DocGenie Global telemedicine platform under a signed agreement. Specific service levels, timelines, and escalation procedures may vary depending on the size of deployment, customization requirements, and contractual terms.
2. Service Availability
Platform Uptime: DocGenie Global strives to ensure continuous platform availability, with downtime limited to scheduled maintenance or unavoidable disruptions.
Maintenance Windows: Customers will be notified in advance of planned maintenance that may impact availability.
Hosting & Security: All services are hosted in secure, compliant environments with safeguards aligned to healthcare data privacy regulations (such as HIPAA, GDPR, or local equivalents).
3. Support Channels
Customers can reach our support team through the following channels:
- Email Support – available for all customers during business hours.
- Dedicated Account Manager – assigned for enterprise clients and large-scale deployments.
- Emergency Hotline – available for critical issues affecting live patient care workflows.
4. Incident Classification & Response
All reported issues are triaged according to severity:
Critical (P1) – Platform outage or severe disruption to clinical workflows.
Response Goal: Immediate acknowledgement, with rapid escalation to the technical team.
High (P2) – Major functionality impaired, but partial workarounds available.
Response Goal: Acknowledgement within standard business hours and prioritization for resolution.
Medium (P3) – Non-critical issues, feature requests, or cosmetic bugs.
Response Goal: Logged, tracked, and addressed in the product roadmap or next update cycle.
Low (P4) – Informational queries, training requests, or minor enhancements.
Response Goal: Addressed as part of standard support.
5. Customization & Integration Support
Our standard implementation process includes:
- Exploratory Call – Understanding customer needs and solution fit.
- NDA & Contract – Formal agreement outlining scope and responsibilities.
- Technical Overview Call – Deep-dive into requirements and integration planning.
- Customization & Integration – Platform tailored to customer workflows.
- Demo Environment Testing – Joint validation with customer stakeholders.
- Go-Live Readiness – Transition to production and handover with documentation.
Support continues post go-live to ensure adoption, stability, and long-term success.
6. Escalation Management
If an issue is not resolved within the expected timeframe, customers may escalate via their Account Manager or through our dedicated support channels. Each escalation is reviewed by senior technical leadership to ensure timely resolution.
7. Customer Responsibilities
To ensure smooth support delivery, customers are expected to:
- Provide accurate and complete information when raising support requests.
- Designate authorized points of contact for technical communications.
- Maintain their own local IT infrastructure (devices, internet connectivity, internal networks).
8. Continuous Improvement
We regularly review incidents, customer feedback, and support metrics to improve our SLA commitments. Updates to this policy will be communicated to customers proactively.
9. Tailored SLAs
Because every customer engagement is unique, specific SLA commitments are defined in each contract. This document provides a framework, but final service levels (including response times, resolution targets, and uptime guarantees) will be customized based on:
- Scale of deployment
- Complexity of integrations
- Regulatory compliance needs
- Customer workload and usage patterns
Final Note: Our commitment goes beyond resolving issues. We aim to be a long-term partner in digital healthcare transformation, ensuring reliability, compliance, and peace of mind for all stakeholders.