SYSTEM AVAILABILITY SERVICE LEVEL AGREEMENT

1. System Availability Service Level Agreement (“SLA”):

1.1 Plexilife warrants at least 99.95% System Availability during each calendar month excluding Scheduled Maintenance Window and Emergency Maintenance.

1.2 Definitions. Except as otherwise modified or defined herein, all capitalized terms in this SLA have the same meanings as set forth in the Cloud Services Agreement executed by the parties (collectively, “Agreement”). For the purposes of this SLA, the following definitions will apply:

1.2.1 “Emergency Maintenance” means downtime of the Production Service outside of Scheduled Maintenance Window hours that is required to complete the application of urgent patches or fixes, or undertake other urgent maintenance activities. If Emergency Maintenance is required Plexilife will promptly contact Client and provide the expected start time and the expected duration of the Emergency Maintenance, and if Plexilife expects the Production Service to be completely unavailable during the Emergency Maintenance.

1.2.2 “Scheduled Maintenance Window” means the window during which scheduled maintenance of the Production Service may be performed. The Scheduled Maintenance Window between the hours of 11:00 p.m. and 3:00 a.m. local time for the location(s) in which the Plexilife Engine connections are deployed. In the event Plexilife expects the Scheduled Maintenance Window activity to result in the Production Service being unavailable to Client, Plexilife will provide Client with a minimum of four (4) business days advance notification.

1.2.3 “System Availability” means the percentage of total time during which the Production Service is available to Client, excluding Scheduled Downtime and Emergency Maintenance.

1.3 Remedy. If the System Availability is less than 99.95%, and if Client has fulfilled all of its obligations under the Agreement and this SLA, Plexilife will provide Client with a Service Credit for the month in which the failure to meet this SLA has occurred. The Service Credit will be calculated in accordance with the table below.

If Client submits one or more validated SLA claims under this SLA in each of three (3) consecutive calendar months or if Client submits three or more validated SLA claims under this SLA in any period of thirty (30) consecutive days, Client may terminate the Agreement upon thirty (30) days written notice.

2. General Terms Applicable to SLA:

2.1 Service Credits

2.1.1 “Service Credit” is the percentage of the monthly Production Service Fees for the Production Service that is awarded to Client for a validated claim related to breach of the SLA during that month.

2.1.2 In any given month Client shall in no event be entitled to receive a credit that exceeds 100% of its monthly Production Service Fee for the Production Service.

2.1.3 Service Credits shall be credited by Plexilife on a monthly basis and applied to the following month’s fees, or refunded on a monthly basis if Client has paid Plexilife in advance for more than one month. In no event shall the Service Credits exceed the fees due for the following month (or if prepaid for more than one month, 1/the number of months paid for in advance).

2.2 SLA Claims

2.2.1 Client shall have the remedies under the SLA commencing upon thirty (30) days after the Effective Date of the Agreement.

2.2.2 Client must notify Plexilife via email to support@plexilife.co.bw within five (5) business days from date of incident it first believes entitles it to receive a remedy under the SLA set forth below.

2.2.3 For all claims subject to validation by Plexilife, Plexilife will use log files, database records, audit logs, and any other information available to validate claims and make a good faith judgment on the applicability of SLAs to said incident. Plexilife shall make information used to validate a SLA claim available for auditing by Client at Client’s request and cost.

2.2.4 The remedies set forth herein represent Client’s sole and exclusive remedy for Plexilife’s breach of the SLA defined in this SLA.

2.3 Exclusions

2.3.1 Client shall not have any remedies under any SLA in connection with any Force Majeure Event as defined in the Agreement.

2.3.2 Client shall not have any remedies under any SLA to the extent any SLA claim is due to:

• Use of the Production Service outside the scope described in the Agreement and the Documentation;
• Client Equipment and/or third party software, hardware or network infrastructure outside of Plexilife’s data center and not under the direct control of Plexilife;
• Failure of Client to meet the configuration requirements for Client Equipment set forth in the Documentation;
• Failure of the external internet beyond Plexilife’s network;
• Electrical or internet access disruptions;
• Any actions or inactions of Client or any other third party not under the direct control of Plexilife; or
• Attacks (i.e. hacks, denial of service attacks, malicious introduction of viruses and disabling devices) caused by third parties.

Referenced Resources

Supported EHR APIs

Plexilife provides a RESTful API that allows you to interact with its core functionalities. This API can be extended and customized to integrate with various EHR systems and external services. You can use this API to create, retrieve, update, and delete patient records, manage clinical data, and perform other EMR-related tasks.

Plexilife’s clinic automation solutions support a wide range of EHR APIs, including:

• Data-level APIs: These APIs allow developers to access and manipulate the raw data in the Plexilife database.
• Higher-level APIs: These APIs provide a more abstract view of the data and make it easier to develop EMR functionality.
• REST APIs: These APIs allow developers to interact with Plexilife using HTTP requests.

Some specific examples of EHR APIs that are supported by Plexilife’s clinic automation solutions include:

• Patient management APIs: These APIs allow developers to create, read, update, and delete patient records.
• Observation APIs: These APIs allow developers to create, read, update, and delete observation records, such as vital signs, lab results, and diagnoses.
• Medication order APIs: These APIs allow developers to create, read, update, and delete medication orders.
• Procedure order APIs: These APIs allow developers to create, read, update, and delete procedure orders.
• Encounter APIs: These APIs allow developers to create, read, update, and delete encounter records, which represent a patient’s visit to a healthcare provider.
• Reporting APIs: These APIs allow developers to generate reports on patient data, such as medication lists, problem lists,and visit summaries.

Supported Communication Methods

• Plexilife API (including R^FHIR): The Plexilife API is a RESTful API that can be used to access and manipulate data in the Plexilife database. R^FHIR is a FHIR implementation that is built on the Plexilife API.
• IHE XDR, PDQ, XCPD, XDS/XCA: These are all IHE standards for exchanging healthcare data. Plexilife supports all of these standards through its integration with the OpenHIE platform.
• SFTP: Secure File Transfer Protocol (SFTP) is a secure way to transfer files between computers. Plexilife supports SFTP for importing and exporting data.
• SOAP: SOAP is a messaging protocol that is used to exchange XML messages between web services. Plexilife supports SOAP for integrating with other systems.
• SMART on FHIR: SMART on FHIR is a standard for developing client applications that can interact with FHIR servers. Plexilife supports SMART on FHIR through its integration with the R^FHIR implementation.

Supported Data Formats

• HL7v2
• JSON
• XML
• X12
• FHIR

Supported Browsers

Our dashboard supports the latest stable version of the following browsers:

• Chrome (Mac and Windows)
• Firefox (Mac and Windows)
• Microsoft Edge (Windows)
• Safari (Mac)

Defined Terms

The following definitions apply to capitalized terms used in this Order Form. Capitalized terms used, but not defined below, have the meaning(s) in the Cloud Services Agreement.

• API Calls
• API Developer Tools: proprietary software development toolkits used to develop against the Plexilife Platform.
• Application: a software application, website or other interface that Client develops, owns, licenses or operates that interacts with the Plexilife Platform and Cloud Services to transmit and receive Data.
• Communication Method: electronic information exchange standards or protocols that are used to send and receive Data, such as MLLP, SFTP or a Web Service.
• Connection: the technical infrastructure between the Plexilife Platform and a Network Participant that supports read only or read and write capability, and includes Global Interoperability, Non-Standard, and Standard Connections and Supported EHRs.
• Administrative Console: the cloud-based customer portal that is part of the Plexilife Platform.
• Data: electronic health records and other other healthcare data.
• Data Model: the proprietary Plexilife data schemas that are used to organize Data into a standardized format.
• DirectTrust Connection: a specific type of regional healthcare information exchange that Plexilife supports, a list of which can be found in the Documentation.
• Trusted Network Connection: includes supported Direct Connections, HIEs, and National Network Connections.
• HIE: a regional health information exchange with whom Client has an existing relationship and to which Plexilife connects as part of the Cloud Services.
• National Network Connection: a national interoperability network that is supported by Plexilife, a list of which can be found in the Documentation.
• Network Participant: any third party to which Plexilife has a Connection, which includes HCOs, Supported EHRs, and Global Interoperability Connections.
• Non-standard Connection: a Connection that uses customized Communication Methods. Plexilife supports Non-standard Connections only after agreeing to do so in writing (which includes specifically adding support for such in an Order Form).
• Standard Connection: a Connection that uses industry accepted Communication Methods that Plexilife currently supports, a list of which can be found in the Documentation.
• Subscription: the rule-based delivery of certain subsets of the Data to specific end users within Client’s organization as part of any Connection, the configuration of which are at the discretion of Client. Multiple Subscriptions can be utilized within one Connection.
• Supported EHRs: the APIs of third party electronic health care vendors, a list of which can be found in the Documentation.