Service Level Agreement
Last updated: February 2026
1. Overview
This Service Level Agreement ("SLA") is incorporated by reference into the Terms of Service between the customer and Rymeda, Inc. It defines the service availability commitments, support response times, incident response procedures, and service credit terms for the Rymeda platform.
For customers with an executed Business Associate Agreement, the availability and incident response commitments in this SLA apply to all services handling Protected Health Information ("PHI").
2. Definitions
- Monthly Uptime Percentage — total minutes in a calendar month minus minutes of Downtime, divided by total minutes in that month, expressed as a percentage.
- Downtime — a period when the Rymeda platform is materially unavailable to the customer, excluding Scheduled Maintenance, force majeure events, and issues caused by the customer's systems or internet connectivity.
- Scheduled Maintenance — planned maintenance windows communicated at least seventy-two (72) hours in advance via email and platform notification.
- Service Credit — a credit applied to the customer's account as the sole remedy for failure to meet the availability commitment.
3. Service Availability Commitment
Rymeda commits to a Monthly Uptime Percentage of 99.9% for the production platform, measured on a calendar-month basis. This equates to no more than approximately 43 minutes of Downtime per month.
Availability is monitored continuously using independent, third-party monitoring services. Current platform status is available at our status page.
4. Scheduled Maintenance
Rymeda performs scheduled maintenance during low-usage windows, typically between 2:00 AM and 6:00 AM Pacific Time on Sundays. Customers are notified at least seventy-two (72) hours in advance. Emergency maintenance required for security or data integrity may be performed with shorter notice.
Scheduled Maintenance windows are excluded from Downtime calculations.
5. Service Credits
If Rymeda fails to meet the 99.9% uptime commitment, customers are eligible for Service Credits as follows:
| Monthly Uptime % | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fees |
| 95.0% – 99.0% | 25% of monthly fees |
| Below 95.0% | 50% of monthly fees |
Service Credits must be requested within thirty (30) days of the end of the calendar month in which the Downtime occurred. Service Credits are applied to future invoices and do not entitle the customer to a cash refund. Maximum Service Credits per month shall not exceed 50% of the monthly fees for the affected services. Service Credits are the customer's sole and exclusive remedy for Downtime, subject to the limitation of liability in the Terms of Service.
6. Support Tiers
Rymeda provides tiered support based on incident severity:
| Severity | Description | Response Time |
|---|---|---|
| Critical | Platform unavailable or PHI exposure risk | 1 hour |
| High | Major feature degraded, no workaround | 4 hours |
| Medium | Feature impaired, workaround available | 8 business hours |
| Low | General questions or minor issues | 2 business days |
Critical and High severity incidents involving potential PHI exposure are additionally governed by the incident response and breach notification provisions of the Business Associate Agreement.
7. Incident Response
Rymeda maintains documented incident response procedures with defined escalation paths, notification timelines, and remediation workflows. For incidents involving PHI or personal data, Rymeda will follow the breach notification procedures defined in the BAA and DPA.
Post-incident reports are provided to affected customers within ten (10) business days of incident resolution, including root cause analysis, impact assessment, and remediation actions.
8. Exclusions
The following are excluded from Downtime calculations and do not qualify for Service Credits:
- Scheduled Maintenance windows communicated in advance.
- Force majeure events (natural disasters, war, government actions, pandemic).
- Issues caused by the customer's systems, networks, software, or internet connectivity.
- Issues resulting from the customer's breach of the Terms of Service or the Acceptable Use Policy.
- Third-party service outages beyond Rymeda's reasonable control.
- Features explicitly designated as beta, preview, or experimental.
9. Contact
For support requests or SLA inquiries:
- Security Incidents: security@rymeda.com
- Legal Department: legal@rymeda.com