Service Level Agreement (SLA)

Service Availability

The eIFUApp platform will maintain a minimum of 99.9% uptime, excluding planned maintenance windows. Scheduled maintenance will be communicated to users at least 72 hours in advance, and efforts will be made to schedule such activities during non-peak hours.

Support

Customer support will be available 24/7 via email ( support@eifu.app ), on the website, and during business hours through a dedicated hotline.

Response Times

May be adjusted due to issue complexity, information availability, and other factors. The table below shows priority levels:

1. Emergency: Service unavailable - all users and services unavailable. E.g. Virus infection, Server crash, Email out of service.
2. Critical: Significant degradation of services - high number of users and/or critical business functions affected. E.g. Several pages down, Plugins not working, forms do not arrive.
3. High: Limited degradation of services - limited number of users and/or critical business functions affected. E.g. File does not open, Page does not open, Menu does not show.
4. Medium: Slight degradation of services - business can continue. An affected user. E.g. Page does not work for a specific user or computer.
5. Low: Situations that do not produce a degradation of services. E.g. Bad content, Unwanted pop-up, Performance.

Data Security

• The eIFUApp platform will implement robust encryption and access controls to ensure the confidentiality and integrity of sensitive information.
• Regular security assessments and audits will be conducted to identify and address potential vulnerabilities.

Compliance

• The eIFUApp platform will adhere to all relevant regulatory requirements, including but not limited to medical device regulations, ensuring compliance with industry standards and guidelines.

User Training and Onboarding

• The eIFUApp platform will provide user training materials and onboarding assistance to ensure users can effectively utilize the platform.

Backup and Recovery

• Daily backups of eIFUApp platform data will be performed, with a retention period of 1 week.
• In the event of data loss, the EIFU app commits to restoring services and data from the latest available backup within 24 hours.

Performance

• The eIFUApp platform will aim for optimal performance, to respond to user interactions and document retrievals within 3 seconds under normal operating conditions.

Updates and Enhancements

• Regular updates and enhancements will be released to improve eIFUApp platform functionality and address customer feedback.
• Users will be notified in advance of updates, and a support channel will be available to address any issues arising from updates.

Termination

• Customers have the right to terminate the service agreement with a notice period of 30 days if the eIFUApp platform consistently fails to meet SLA commitments.

Governing Law

• This SLA is primarily governed by the laws of the Republic of Costa Rica, and any disputes arising from this agreement will be resolved in accordance with the laws of that jurisdiction.
• However, if necessary, disputes can alternatively be resolved under the laws of the United States, specifically the state of Delaware, considering our subsidiary's presence in the US. Parties agree that such resolution will be subject to the jurisdiction and laws of the state of Delaware.