Service Level Agreement (SLA)

System Uptime Commitments, Maintenance Schedules, and Support Tiers

1. Uptime Commitment

NRNathanTechnologies, LLC targets a 99.9% operational uptime for primary core services, including the practitioner portal, pharmacy dispense lookup, and document verification endpoints.

2. Maintenance Windows

Routine system updates, certificate renewals, and security patch deployments are conducted during scheduled low-traffic maintenance windows. Clinics and practices are provided advance notification via system alert banners prior to major planned maintenance.

3. Emergency Support Response Tiers

  • Tier 1 (Emergency Account Lockout / Security Incident): Response within 2 hours.
  • Tier 2 (Verification Endpoint Disruption): Response within 4 hours.
  • Tier 3 (General Account & Administrative Inquiries): Response within 24 business hours.