Service Level Agreement

This Service Level Agreement (“SLA”) sets forth the service availability commitments, remedies, and exclusions that apply to the use of TheraPro LLC’s web-based clinic management platform (the “Platform”), including all associated applications, features, databases, and services (collectively, the “Services”).

TheraPro recognizes that uptime, stability, and reliability are critical to therapy practices, providers, and patients who depend on our Services daily for patient scheduling, clinical documentation, billing, telehealth, secure messaging, and overall clinic operations. This SLA is intended to provide transparency, assurance, and accountability with respect to the availability of the Platform.

1. Service Commitment

TheraPro will use commercially reasonable efforts and industry-standard practices to ensure that the Platform is operational and available to authorized users at least 99.0% of the time in any given calendar month (the “Service Commitment”).

This commitment applies to core functionality of the Platform, including:

• Secure login and authentication
• Access to patient records, charts, and documentation
• Scheduling and appointment management
• Billing and claims processing
• Telehealth video and audio services (when enabled)
• Secure messaging and notifications
• Data storage and retrieval

How Availability is Measured

• Independent Monitoring: TheraPro uses independent third-party monitoring services to measure uptime and performance.
• Scope of Measurement: Availability is calculated based on the ability of users to log in and access primary features of the Platform. Peripheral services, such as third-party add-ons, are not included unless explicitly covered.
• Monthly Reporting: Availability is measured over a full calendar month, with results published to an online status dashboard at (placeholder link).

A 99% uptime guarantee means that in a 30-day month, TheraPro may not be available for more than 7 hours and 18 minutes total downtime, excluding scheduled maintenance and approved exclusions.

2. Service Credits

If TheraPro fails to meet the Service Commitment in a given calendar month, and such failure has a material impact on the Subscriber’s ability to use the Platform during normal business hours, the Subscriber may request a service credit as compensation.

• Subscriber name and account ID
• Dates and times of the unavailability
• Description of the impact on clinic operations

Deadline: Requests submitted after the 30-day window will not be eligible for credits.

Exclusive Remedy: Service credits constitute the sole and exclusive remedy for Subscribers in the event TheraPro fails to meet the Service Commitment.

Example:

If a Subscriber pays $799/month (Professional) and experiences a qualifying outage, they would receive a $199.75 service credit on the following month’s invoice.

3. Exclusions

The Service Commitment does not apply to unavailability or downtime that results from the following causes:

3.1 Minimal Downtime

• Intermittent outages or downtime lasting less than ten (10) minutes.
• Micro-interruptions caused by temporary network delays or packet loss.
• These events, while sometimes inconvenient, are considered within the normal operating tolerance of web-based systems.

3.2 Scheduled Maintenance

• Some Platform components may be temporarily unavailable.
• System redundancy may be reduced.
• Performance may operate at reduced capacity.

3.3 External Factors

Events outside TheraPro’s reasonable control, including but not limited to:

• Power outages or utility failures affecting AWS data centers.
• Internet service provider (ISP) disruptions or failures in the broader public internet.
• Distributed denial-of-service (DDoS) attacks or malicious traffic spikes.
• Failures of third-party integrations (e.g., payment gateways, telehealth providers) not directly controlled by TheraPro.
• Natural disasters, fires, floods, or severe weather events.
• Acts of government, labor disputes, or other force majeure events.

3.4 Subscriber-Related Issues

• User errors, misconfiguration of accounts, or improper use of the Platform.
• Use of unsupported devices, browsers, or operating systems.
• Failure of Subscriber’s own networks, firewalls, or local infrastructure.

4. Maintenance Windows

To continuously improve security, reliability, and performance, TheraPro will perform routine maintenance:

• Minor Maintenance: Quick updates with minimal or no disruption. Performed weekly or as required.
• Major Maintenance: More extensive upgrades requiring temporary downtime. Performed quarterly, typically outside of normal business hours.

In all cases, advance notice will be provided whenever possible, except in emergency situations where immediate intervention is required to address a critical security vulnerability or system failure.

5. Monitoring & Reporting

• 24/7 Monitoring: TheraPro’s infrastructure is continuously monitored for uptime, latency, and service health.
• Transparency: Subscribers can access live and historical system status via the public status page.
• Incident Reports: In the event of a significant outage, TheraPro will publish a post-mortem report summarizing the cause, impact, and corrective actions taken.

6. Subscriber Responsibilities

To ensure the SLA is meaningful and enforceable, Subscribers agree to:

• Maintain up-to-date contact information for outage notifications.
• Use supported browsers, devices, and network configurations.
• Promptly report suspected outages with sufficient detail for investigation.
• Cooperate with TheraPro support staff in diagnosing issues.

Failure to meet these responsibilities may affect eligibility for service credits.

7. Continuous Improvement

TheraPro is committed to evolving this SLA as technology, regulations, and customer needs change. Updates may include:

• Increasing the uptime percentage as infrastructure expands.
• Adding new monitored services (e.g., telehealth uptime separately tracked).
• Improving communication channels for real-time alerts.

Subscribers will be notified whenever this SLA is updated, with the latest version posted at (placeholder).

8. Legal Disclaimer

• This SLA does not modify or supersede the TheraPro Terms of Service.
• Service credits are non-transferable, non-refundable, and cannot be exchanged for cash.
• Credits cannot exceed the total subscription fee paid for the applicable month.
• TheraPro shall not be held liable for damages, direct or indirect, arising from downtime beyond the remedies set forth herein.

9. Summary

In practical terms, here is what this SLA means for your clinic:

• 99% uptime guarantee ensures reliable daily operations.
• Service credits protect you financially if we fall short.
• Clear exclusions set expectations around planned maintenance and external factors.
• Transparency & reporting build trust in how outages are managed.

TheraPro’s mission is not only to provide a best-in-class therapy management platform but also to build a relationship of trust with our clinics and patients by delivering measurable commitments.

Contact for SLA Questions

TheraPro LLC

6650 Rivers Ave, Suite 100

Charleston, SC 29406

Email: support@therapro.app