Service Level Agreement

Last Updated: March 13, 2025

Vibrent Health Service Level Agreement, Uptime, and Availability

This Vibrent Health Service Level Agreement (“SLA”) outlines the terms for using Vibrent Health services and applies individually to each account utilizing the services. In the event of a conflict between the terms of this SLA and the Vibrent Health Application Services Agreement, or any other agreement between Vibrent Health and the Collaborator governing the use of Vibrent Health services (the “Agreement”), the terms of this SLA will prevail, but only in areas where a conflict arises. Capitalized terms used in this SLA, but not defined herein, shall have the meanings provided in the Agreement or statement of work.

Customer Support will be available during normal business hours of 8 AM – 6 PM EST for issues and Outages, as defined below.

Vibrent Health provides service level commitments (“SLAs”) of 99% uptime/availability.

System outages or issues refer to product bugs and performance problems that result in the platform or site being unavailable, inaccessible, unusable, or preventing Collaborators from using DHRP Tools where no workarounds are available, these issues are collectively referred to as “Outages”.

The SLA uptime/availability commitment does not apply to planned or scheduled maintenance. Any downtime resulting from scheduled maintenance will be excluded from the SLA calculation

Collaborators can report an Outage using one of the following options:

Submit support tickets via the designated support portal
Contact the designated phone number: (571) 467-6572

Upon submission, Outages will be reviewed and classified into one of the following severity levels:

Severity Level	Definition	Examples
1 – Critical	The Collaborator cannot access the production system.	Server down, network down, database down, application down.
2 – High	The Collaborator can log in, but the service is seriously degraded.	Slow system performance (>5 seconds page refresh), affecting the ability to review or process protocols.
3 – Medium	Service is lost by a single Collaborator or a small number of Collaborators, affecting significant functionality.	Inability to review or submit protocols.
4 – Low	Problem where a single Collaborator can operate the system normally, but a problem is identified, with minimal impact.	Minor issues with limited impact.

Outages will be addressed according to the following response times and resolution targets:

Outage Severity	Response Time (Vibrent acknowledges reported Outage)	Target Resolution	Status Updates
1 – Critical	1 hour	12 hours	Every 2 hours
2 – High	2 hours	1 business day	Every 4 hours
3 – Medium	4 hours	3-5 business days	Upon closure
4 – Low	1 day	5-7 business days	Upon closure