Service Level Agreement

This Service Level Agreement ("Agreement") is entered into this day of Effective Date, by and between Playback Health, with a principal place of business at 30 Main St, Brooklyn NY ("Provider"), and Customer ("Customer").

1. SERVICES AND PERFORMANCE

Provider will use commercially reasonable efforts to make the services available 24 hours a day, 7 days a week, except for planned downtime for maintenance.

2. SERVICE LEVELS

The Provider guarantees a 99.9% monthly uptime for the services. If uptime falls below the guaranteed level, Customer may be eligible for service credits as outlined in the Service Credit section.

3. DATA PROTECTION AND SECURITY

Provider will implement reasonable and appropriate measures designed to secure your Application and Customer Data against accidental or unlawful loss, access or disclosure.

4. COMPLIANCE WITH LAWS AND REGULATIONS

Provider will comply with all applicable laws and regulations including, but not limited to, HIPAA and GDPR.

5. MAINTENANCE

Scheduled maintenance will not exceed 4 hours per month, and Provider will provide at least 48 hours advance notice of maintenance.

6. SERVICE CREDITS

If the monthly uptime falls below the guaranteed level, the Provider will provide service credits to the Customer. These credits can be used for future payments.

7. SUPPORT

Provider will offer Customer support 24/7 via phone, email, and chat.

8. TERM AND TERMINATION

The term of this Agreement is 12 months. Either party may terminate this Agreement with 30 days notice.

9. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the State of New York, United States of America.

Service Level Agreement

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