Service Level and Support

This page describes general practices. Pilot, production, and enterprise customers receive specific service level objectives (SLOs), support tiers, and escalation paths in their order form or support schedule.

We aim to keep the authorized application available for clinical use according to contracted targets, excluding scheduled maintenance, emergency maintenance, factors outside our reasonable control, and issues caused by customer systems or misuse.

Current operational status and incident history are communicated through linked public status pages where configured — not through internal runbooks on this site.

We schedule maintenance windows during lower-usage periods where possible and provide advance notice for production environments according to contract. Critical security patches may be applied without extended notice when necessary to protect customers.

Support availability depends on your agreement:

• Public website and sales inquiries: Contact and demo forms for product, partnership, and evaluation questions — not for clinical emergencies or PHI.
• Authenticated tenants: in-app support tickets and documented escalation for operational issues, access problems, and integration incidents.
• Security concerns: approved private disclosure channels; do not submit vulnerability details on public forms.

Production incidents affecting patient-facing workflows receive higher priority than general product questions. Severity definitions and response times are specified in customer support schedules.

MedEazy does not provide clinical advice through support channels. Support assists with platform access, configuration, and technical issues only.

Integration outages, partial data feeds, and content publication delays may limit decision support. Fail behavior must be clinically approved per workflow before production reliance. Users should follow hospital downtime procedures when the platform or critical integrations are unavailable.

Unless expressly included in your agreement, support does not cover custom development, on-site staffing, training beyond agreed limits, third-party EHR vendor issues, or misuse violations.