Service Level Agreement

PocketRN is a trusted platform for patients, medical personnel, clients, and partners. In short, you rely on our platform functioning with high levels of availability and reliability. That is why our public target is 99.99% monthly uptime of our core products.

What is “uptime”?

“Uptime” refers to the period of time when PocketRN is up and running.

What happens if it’s below 99.99%?

PocketRN will use commercially reasonable efforts to make the PocketRN Solution available with a target uptime percentage of at least 99.99% during each month of the Term, except for excused downtime, which, for purposes of this Agreement, means: (a) planned downtime (with reasonable advance notice to, you, the Customer) of the PocketRN Solution; (b) emergency downtime of the PocketRN Solution; and (c) any unavailability of the PocketRN Solution caused by circumstances beyond PocketRN’s reasonable control.

How do we track that uptime?

We track uptime by measuring the server side error rate along with using server monitoring software to look at results from ping tests, web server tests, TCP port tests, and website tests.

Will this change in the future?

PocketRN may update this SLA once in a blue moon — we’ll notify you about significant changes by emailing the account owner or by placing a prominent notice on our site.

What if I have questions about this SLA?

Please get in touch by emailing us at support@pocketrn.com and we’ll be happy to answer them!