This Service Level Agreement ("SLA") is incorporated into and governed by the Chronos Master Subscription Agreement (MSA). In case of conflict, the MSA controls, and nothing in this SLA reduces the data-protection commitments in MSA §§ 5–7.
1. Uptime commitment
1.1 Target. Chronos will make the Service available at least 99.9% of the time in each calendar month ("Uptime Commitment"), measured as described below. At 99.9%, permitted downtime is approximately 43.8 minutes per month.
1.2 Measurement.
Monthly Uptime % = ((Total Minutes in Month − Excluded Minutes − Downtime Minutes)
÷ (Total Minutes in Month − Excluded Minutes)) × 100- "Downtime" means the Service is unavailable or returns errors for all core functions (login, record upload, chronology viewing, export) for Customer's Users, as measured by Chronos's monitoring systems and reflected on the status page.
- Downtime is measured in full minutes from the earlier of (a) Chronos's monitoring detecting the outage or (b) Customer reporting it, until service is restored.
- Degraded performance of a single non-core feature, or slower-than-usual AI processing that still completes, is not Downtime (but P2/P3 support commitments apply).
1.3 Status Page. Real-time availability, incident history, and maintenance announcements are published at medchronosai.com/status. The status page is the system of record for incident start/end times.
1.4 AI Processing Times. Chronology-generation jobs are queued and processing time varies with record volume; job completion time is a support matter, not part of the Uptime Commitment, except that a platform-wide failure of the processing pipeline lasting longer than 4 hours is treated as Downtime.
2. Scheduled maintenance
2.1 Notice. Scheduled maintenance will be announced on the status page (and by email for maintenance expected to exceed 30 minutes) at least 48 hours in advance.
2.2 Windows. Chronos will use commercially reasonable efforts to schedule maintenance during low-usage windows (weekends, and weekdays 10:00 p.m.–4:00 a.m. Mountain Time) and to limit scheduled maintenance to 4 hours per calendar month in aggregate.
2.3 Emergency Maintenance. Chronos may perform emergency maintenance without 48 hours' notice where reasonably necessary to address a security vulnerability or imminent platform risk; Chronos will post notice on the status page as soon as practicable. Emergency maintenance minutes in excess of 60 minutes per month count as Downtime.
3. Support
3.1 Channels and Hours. Support is available via in-app support widget and email: support@medchronosai.com during Business Hours: 8:00 a.m.–6:00 p.m. Mountain Time, Monday–Friday, excluding U.S. federal holidays.
3.2 Severity Levels and Response Targets.
| Severity | Definition | First-Response | Resolution Goal |
|---|
| P1 — Critical | Service down or unusable for all Users; or confirmed security incident affecting Customer Data | 4 business hours | Continuous effort until workaround or restoration |
| P2 — Major | Core feature materially impaired for multiple Users (uploads, exports, citations failing), workaround difficult | 1 business day | Fix or workaround in next reasonable release |
| P3 — Minor | Non-core issue, cosmetic defect, how-to question, feature request | 2 business days | Prioritized in ordinary course |
- "First response" means a substantive acknowledgment by a human (not an auto-reply) with initial triage.
- Response targets are measured within Business Hours.
- Security incident notice is governed by MSA § 7.4 (72-hour notice) and the BAA, which apply independently of these support targets.
3.3 Customer Responsibilities. Targets assume Customer reports issues with reasonable detail (affected Users, matter/job IDs, screenshots where possible) and responds to Chronos's information requests.
4. Service credits
4.1 Credit Table. If Monthly Uptime falls below the Uptime Commitment, Customer is entitled to a credit against future fees:
| Monthly Uptime % | Service Credit (% of monthly fee) |
|---|
| Below 99.9% but ≥ 99.5% | 10% |
| Below 99.5% but ≥ 99.0% | 25% |
| Below 99.0% | 50% |
4.2 Credit Mechanics. Credits (a) apply only against future invoices and have no cash value, except that credits accrued and unused at termination will not be refunded; (b) are capped at 50% of the monthly fee in any month; and (c) are calculated per account, not per User.
4.3 Exclusive Remedy; Termination for Chronic Failure. Service credits are Customer's sole and exclusive remedy for failure to meet the Uptime Commitment, except that if Monthly Uptime falls below 99.0% in 3 consecutive months or any 4 months in a rolling 12-month period ("Chronic Failure"), Customer may terminate the affected Order Form on 30 days' notice and receive a pro-rata refund of prepaid, unused fees. Nothing in this Section limits remedies for security incidents (MSA § 7.4) or Chronos's breach of the data commitments in MSA §§ 5–7.
5. Claim procedure
To receive a credit, Customer must submit a claim to support@medchronosai.com with the subject "SLA Credit Claim" within 30 days after the end of the month in which the Uptime Commitment was missed, including: (a) account/Firm name; (b) the dates and times of claimed Downtime; and (c) any logs or error messages reasonably available to Customer. Chronos will validate claims against its monitoring records and the status page and respond within 15 days. Approved credits will be applied to the next invoice.
6. Exclusions
Downtime does not include, and no credits accrue for, unavailability caused by:
- Scheduled maintenance announced per Section 2 (and emergency maintenance within the Section 2.3 allowance);
- Failures of Customer's or a User's equipment, software, network connectivity, or internet service provider;
- Customer's or a User's acts or omissions, including misuse, breach of the AUP, misconfiguration, deletion of data via purge or retention controls, or suspension of the account;
- Third-party services outside Chronos's control other than Chronos's Subprocessors. (Unavailability of Chronos's own Subprocessors — hosting, storage, model gateway — counts as Downtime; Chronos owns its supply chain.)
- Force majeure events as defined in the MSA;
- Beta, preview, or trial features and free/trial accounts;
- Blocks or degradation required by law or to address a genuine security threat (with status-page notice as soon as practicable);
- DNS or certificate issues outside Chronos's administrative control.
7. Review and changes
Chronos may update this SLA prospectively with 30 days' notice; no update during a paid Subscription Term may lower the Uptime Commitment, lengthen the response targets, or shrink the credit table for that term. The SLA version in effect at the start of each Subscription Term applies for that term.