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Support and Service Level Agreement

Heidi Team

29 September 2026•

Table of Contents

  • 1. Definitions

  • 2. Availability commitment

  • 3. Support

  • 4. Severity levels, response targets and escalation

  • 5. Service Credits

  • 6. Exclusions

  • 7. Changes

This Support and Service Level Agreement (“SLA”) describes Heidi’s support and availability commitments for the Heidi Platform, and is the SLA referred to in your agreement with Heidi. It applies to paid, generally available Platform services; it does not apply to free plans, trials, or beta/Labs features unless we state otherwise. Activating a complimentary, trial or beta/Labs feature does not remove the support or availability commitments applicable to your other paid services. Current service status, real-time and historical, is published at status.heidihealth.com.

1. Definitions

1.1. “Business hours” means local business hours (Monday to Friday) in the Customer’s region, as described in section 3, and any response target expressed in business hours runs only during those hours.

1.2. “Downtime” means the total minutes in a calendar month during which the Platform is unavailable or unable to deliver its core services, excluding Scheduled Maintenance and the Exclusions in section 6.

1.3. “Monthly Uptime Percentage” means ((total minutes in the month − Downtime minutes) ÷ total minutes in the month) × 100%.

1.4. “Scheduled Maintenance” means planned maintenance windows for which Heidi provides at least 24 hours’ prior notice, scheduled where reasonably possible outside peak clinical hours for the affected region.

1.5. “Service Credit” means a credit applied to Customer’s account, calculated as a percentage of the monthly fees (or one-twelfth of annual fees) for the affected service.

2. Availability commitment

Heidi will use commercially reasonable efforts to make the Platform available 24 hours a day, 7 days a week, with a Monthly Uptime Percentage of at least 99.9%.

3. Support

Heidi provides support by email (support@heidihealth.com), in-Platform messaging and service desk, during local business hours (Monday to Friday) in each region where the Platform is offered. urgent issues arising outside standard support hours may be escalated as described in section 4, and Heidi maintains 24/7 monitoring and on-call incident response for Platform-wide failures. Customers must promptly report issues and provide information reasonably needed to diagnose them. Support covers issues attributable to the Platform itself; assistance beyond that scope (for example, configuration of Customer systems) may be offered on a time-and-materials basis.

Critical issues are handled around the clock:

4. Severity levels, response targets and escalation

SeverityDefinitionTarget First Response
Level 1 — Critical The Platform is completely unavailable, or performance is so degraded as to make it unusable 2 hours (24/7)
Level 2 — Significant A major function is unusable, materially affecting many of Customer’s users 4 business hours
Level 3 — Moderate Loss of a function or resource that does not seriously affect overall functionality 12 business hours
Level 4 — Minimal General questions, documentation clarifications, enhancement requests; production use not impeded 24 business hours

Heidi works continuously on Level 1 issues until resolved or a workaround is in place, and provides regular status updates for Level 1 and 2 issues. Escalation path: if an issue is not acknowledged within its target, or is urgent and arises outside standard support hours, Customer’s administrator may escalate by emailing support@heidihealth.com with “URGENT” in the subject line, which routes to Heidi’s on-call team; unresolved escalations may be raised to Customer’s account contact and then to Heidi’s Head of Support. With its first substantive response to a Level 1 or Level 2 issue, Heidi will provide a target resolution time for the specific incident and will keep that target updated as the investigation progresses.

5. Service Credits

If the Monthly Uptime Percentage falls below the commitment in section 2 in a calendar month, Customer is eligible for a Service Credit:

Monthly Uptime PercentageService Credit (of monthly fees for the affected service)
99.0% to below 99.9%5%
98.0% to below 99.0%10%
Below 98.0%20%

To claim a credit, Customer must submit a written request to support@heidihealth.com within 30 days after the end of the relevant month, including the dates and times of the claimed Downtime; failure to submit a timely request forfeits the claim. Credits are applied against future invoices, are not redeemable for cash, and are capped at 20% of the monthly fees for the affected service in any month. Service Credits are Customer’s sole and exclusive remedy for any failure to meet the availability commitment, without limiting any termination rights in Customer’s agreement.

6. Exclusions

This SLA and the availability commitment do not apply to unavailability or degradation caused by: (a) events beyond Heidi’s reasonable control (including force majeure and failures of the internet or telecommunications outside Heidi’s network); (b) Customer’s or a third party’s hardware, software, connectivity or systems, including third-party applications, integrations or systems not provided by Heidi; (c) Customer’s acts, omissions or breach of its agreement with Heidi, or use contrary to Heidi’s published documentation for the Platform; (d) Scheduled Maintenance; or (e) free plans, trials, and beta or Labs features. The exclusion in paragraph (e) applies only to the excluded service or feature itself; activating it does not exclude the customer’s other paid services from this SLA.

7. Changes

Heidi may update this SLA from time to time, consistent with how it treats its customers generally, and will provide notice of material changes — but will not materially decrease the level of support or the service level commitments during a Customer’s then-current subscription term, as provided in Customer’s agreement.