Service Level Agreement


Overview

This Service Level Agreement (“SLA”) covers the services provided by HIPAA Labs.com, and is made between HIPAA Labs.com (“HIPAA LABS.COM”, “we”, “our” or “us”) and you (“Client”, “you”). Services covered by this agreement include web-based eLearning courses hosted by HIPAA LABS.COM at our online training center (http://www.lms.hipaalabs.com). This agreement does not cover any services not provided by HIPAA LABS.COM. By using our website or web services, you are agreeing to comply with and be bound by the following service level agreement.

Network Uptime

Network Uptime is the total time in a calendar month that the HIPAA LABS.COM online learning management system is available through the Internet to deliver online training, provided that the Client has established connectivity. HIPAA LABS.COM takes responsibility for website availability within our network, however, we cannot be held liable for upstream problems, outside of our network. Our guarantee is that our Network will be available to clients free of Network Outages 99% of each calendar month.

Network Outages & Unscheduled Downtime

Network Outages or Unscheduled downtime is any unplanned or unscheduled interruption in Service availability during which Client is unable to access the services as described in the section titled “Network Uptime” above. A Network Outage is defined as a period in which 100% packet loss to our website is experienced, which is determined to have been caused by a problem in HIPAA LABS.COM’s Network as confirmed by HIPAA LABS.COM. Downtime or outages are measured as the total length of time of the unplanned interruption in service availability in a calendar month.

Scheduled Downtime

Scheduled Downtime is any HIPAA LABS.COM scheduled interruption of Services, for the purpose of network upgrades, or replacement of any equipment in order to provide for you better service. Scheduled downtime occurs during notified downtime periods, with as much advance warning as possible via e-mail with a minimum of 24 hours notice.
Scheduled downtime also occurs every Saturday and Sunday from 10pm to 3am eastern standard time. During this time system and server maintenance occurs.

Web Service Uptime

Web Service Uptime is the total time in a calendar month that an HIPAA LABS.COM Web Service is available through the Internet, provided that the Client has established connectivity. Our guarantee is that our Web Services will be available to clients free of outages for 99% of each calendar month.

SLA Network or Web Service Violation Credit

SLA Network or Web Service Violation Credit occurs when our network uptime guarantee or web service uptime guarantees are not met and a student is unable to logon and take a course after three separate attempts separated by minimum one-hour intervals. In these cases HIPAA LABS.COM will refund the Client the individual course hosting fee for that student. Network downtime is measured from the time the network is 100% unreachable, until service is once again restored. In order to request a credit, you must email us within 10 days of reported violation at: support@hipaalabs.com. SLA violations will be reviewed by our personnel Monday – Friday 9AM to 5PM EST.
*Network violation SLA credit does not cover server hardware failure.
The following are excluded from the monthly calculation of Service Availability:
• Scheduled downtime
• Problems outside of HIPAA LABS.COM’s network (upstream providers, or client’s inbound connection) not effecting 100% loss to our network
• Interruptions or failure of individual service caused by client, their employees, client’s customers, etc. to their service. These include inaccurate configuration, 3rd party software, client abuse or over utilization of resources, hacked client servers, attacks, exploits, or server hardware failures.

Information Security

HIPAA LABS.COM will take commercially reasonable steps to prevent unauthorized access to our online learning management system, content, user data and confidential information stored on HIPAA LABS.COM’s server computers. This includes firewall protection, SSL encryption, IDS systems, Anti-Malware software, and commercially reasonable policies and practices.

Updates

HIPAA LABS.COM reserves the right to update and amend this policy as it is deemed necessary or appropriate to do so. Please check back often to be appraised of any changes.