Service Level Agreement & Technical Support

This Service Level Agreement ("SLA") sets out the availability, support, and operational commitments that CLARUS® makes to every laboratory using the platform at <subdomain>.claruslis.com. It is not marketing language: each promise here is measurable, and where we fall short you can claim a service credit.

This SLA forms part of, and should be read together with, your subscription agreement and our Terms of Service. It applies to paid production subscriptions. Where your plan tier grants enhanced entitlements (for example, phone support or priority response), those tier-specific terms add to — and never reduce — the baseline commitments below.

Effective and last-updated date: 2026-06-26. Governing law: the Arab Republic of Egypt, while preserving any mandatory consumer-protection rights you hold under the law of your own country.

1.Purpose & Our Promise

CLARUS® is the operating system of your laboratory. Reception, accessioning, result entry, validation, reporting, billing, and instrument interfaces all depend on it being available and fast. We understand that downtime is not an inconvenience for you — it can delay a patient's diagnosis. We treat that responsibility seriously.

Our promise is simple to state and hard to fake: we will keep the platform highly available, we will respond quickly and in your language when something goes wrong, we will protect and back up your data, and we will be transparent when we fall short. This document defines exactly what "highly available," "quickly," and "protect" mean in measurable terms — and what we owe you if we miss the mark.

Nothing in this SLA is intended to limit rights you may have under applicable consumer-protection or healthcare-data law. Where a mandatory local rule gives you stronger protection, that rule prevails.

2.Definitions

To keep this agreement unambiguous, the following terms have specific meanings throughout. We have deliberately defined "Excluded Downtime" narrowly and transparently so the uptime number you receive reflects real-world service quality, not accounting tricks.

• Service — the CLARUS® LIS platform delivered as a cloud or hybrid service via your dedicated tenant at <subdomain>.claruslis.com, including the application, database, and core APIs (HL7, ASTM, FHIR endpoints).
• Uptime % — the percentage of minutes in a calendar month during which the Service is Available, calculated as: (Total Minutes − Downtime) ÷ Total Minutes × 100.
• Available / Availability — the core Service responds to valid authenticated requests and allows users to log in, accession samples, enter and validate results, and generate reports.
• Downtime — any period of one minute or more during which the core Service is not Available to you due to a fault within CLARUS®-controlled infrastructure, measured by our monitoring and corroborated by your reasonable evidence.
• Monthly Uptime — the Uptime % measured across a single calendar month, which is the basis for every availability commitment and service credit in this SLA.
• Excluded Downtime — periods that do not count as Downtime: (a) scheduled maintenance announced under Section 7; (b) emergency maintenance to address a security or integrity threat; (c) factors outside our reasonable control (force majeure, your local internet or power loss, your network/firewall, third-party telecom or payment-gateway outages); (d) suspension lawfully arising from non-payment or breach; and (e) issues caused by your own configuration, custom integrations, or misuse.
• Monthly Fee — the recurring subscription fee actually paid by you for the affected production tenant in the calendar month in which Downtime occurred (excluding one-off, setup, hardware, and add-on charges), which is the basis for calculating service credits.
• Business Hours — 09:00 to 18:00 (GMT+2, Cairo time), Sunday through Thursday, excluding Egyptian public holidays, unless your plan tier specifies extended coverage.

3.Uptime Commitment

CLARUS® commits to a Monthly Uptime target of 99.9% for the core Service, measured per calendar month and per production tenant. In practical terms, 99.9% allows for no more than roughly 43 minutes of unplanned Downtime in a 30-day month — and we engineer, monitor, and staff to stay well inside that.

Availability is measured continuously by our independent monitoring systems against authenticated health checks that exercise login, data read/write, and report generation paths — not a simple ping. Excluded Downtime, as defined in Section 2, is removed before the Monthly Uptime figure is finalised.

We publish platform status and incident history, and during any significant incident we communicate openly: what is affected, what we are doing, and our best estimate of restoration. Transparency during a bad day is part of the commitment, not an afterthought.

4.Service Credits

If Monthly Uptime for a given calendar month falls below the 99.9% target, you are entitled to a service credit calculated as a percentage of that month's Monthly Fee for the affected tenant. The credit scale is tiered so that the worse the month, the larger the remedy.

Service credits are your primary and agreed remedy for missed availability targets. Credits are applied against future invoices for the same tenant; where your local mandatory law requires a cash refund option for such remedies, we will honour that. The maximum credit for any single month is capped at 50% of that month's Monthly Fee.

• Monthly Uptime below 99.9% but at or above 99.0% → 10% of the Monthly Fee.
• Monthly Uptime below 99.0% but at or above 95.0% → 25% of the Monthly Fee.
• Monthly Uptime below 95.0% → 50% of the Monthly Fee.
• Credits do not stack across tiers — the single highest applicable tier for the month applies.
• Repeated breaches (three or more consecutive months below target) entitle you to terminate the affected subscription without penalty and receive a pro-rata refund of any prepaid, unused term, in addition to the credit for the final month.

5.Support Channels & Hours

Support is delivered by people who understand both the software and the laboratory workflow behind it. We staff support to be genuinely responsive across the regions we serve — Egypt, the Gulf, the Maghreb, and across Africa — and we support you in your language. Arabic-first support is a core commitment, alongside English and our other supported languages.

Every plan includes in-app live chat and email support. Telephone support and extended or around-the-clock coverage are available on higher plan tiers and for critical (P1) incidents. Regardless of channel, urgent production-impacting issues are triaged immediately by severity (see Section 6).

• In-app live chat — available to all plans; the fastest route for day-to-day questions and to raise an incident.
• Email — support@claruslis.com for support and incidents; billing@claruslis.com for invoicing and refunds; privacy@claruslis.com and dpo@claruslis.com for data-protection matters; legal@claruslis.com for legal notices.
• Telephone — available on higher plan tiers and always reachable for confirmed P1 outages.
• Arabic-first support — front-line assistance is delivered fluently in Arabic, with English and other supported languages also available.
• Extended hours — higher tiers receive extended and, where contracted, 24×7 coverage for critical incidents; baseline coverage follows Business Hours as defined in Section 2.

6.Severity Levels & Target Response Times

When you raise an issue, we classify it by its impact on your laboratory's ability to operate, not by how the ticket was worded. The severity level drives our target time to first human response — a real person engaging with your issue, not an automated acknowledgement. We work the issue continuously, at an effort proportionate to its severity, until it is resolved or a workaround is in place.

First-response targets are measured from the time we receive your report through a supported channel. P1 targets apply around the clock; P2–P4 targets are measured in Business Hours. We will keep you updated at sensible intervals throughout, and for P1 incidents we proactively communicate status until resolution.

• P1 — Critical / Outage: the production Service is down or unusable for the whole lab, or patient results cannot be released. Target first response: 1 hour, 24×7.
• P2 — High: a major function is severely impaired or a large group of users is blocked, with no reasonable workaround. Target first response: 4 Business Hours.
• P3 — Medium: a non-critical function is impaired or a workaround exists; normal operations largely continue. Target first response: 1 Business Day.
• P4 — Low: minor issues, cosmetic defects, configuration help, or general 'how-to' questions and feature requests. Target first response: 2 Business Days.

7.Maintenance Windows & Change Notice

Keeping the platform secure and improving requires periodic maintenance. We schedule routine maintenance during low-activity windows for the regions we serve and, wherever possible, design it to be zero-downtime. Scheduled maintenance announced in advance under this section is treated as Excluded Downtime.

For any planned maintenance that may affect availability, we give at least 72 hours' advance notice through in-app notification and email, including the window and expected impact. For significant changes to features or APIs that could affect your integrations, we provide reasonable advance notice and, where appropriate, a migration path so HL7/ASTM/FHIR interfaces are not broken without warning.

Occasionally we must perform emergency maintenance — for example, to patch a security vulnerability or protect data integrity. In those cases we act as quickly as the risk demands and notify you as soon as is practical, with the least disruption we can achieve.

8.Backups, RPO & RTO

Your data is backed up automatically — you do not have to remember to do it. CLARUS® performs encrypted backups of tenant data on at least a daily basis, with backups stored securely and tested for restorability. Backups are encrypted both in transit and at rest and are subject to the same per-tenant isolation as your live data.

Our recovery objectives define how much data and time you could lose in a worst-case disaster scenario. We commit to a Recovery Point Objective (RPO) of no more than 24 hours — meaning that, in a disaster, you would lose at most the most recent day of data — and a Recovery Time Objective (RTO) of no more than 8 hours to restore service. In practice we aim to do far better than both.

• Backup frequency — encrypted backups at least once daily, with point-in-time protection for the most critical data stores.
• RPO ≤ 24 hours — maximum data loss in a disaster recovery scenario.
• RTO ≤ 8 hours — maximum time to restore the Service after a declared disaster.
• Retention — backups are retained for a defined rolling period appropriate to healthcare record-keeping; on request we can advise the current retention window for your tenant.
• Restoration support — if you need a restore due to an issue on our side, there is no charge; restores requested due to your own data-entry errors are supported on a best-effort basis.

9.Data Export & Continuity

You own your data, and you are never locked in. CLARUS® uses open, standards-based formats — HL7, ASTM, and FHIR — so your patient, order, and result data can be exported in structured, portable form at any time during your subscription. This is a deliberate design principle, not a paid add-on.

If you ever choose to leave, we will provide a complete export of your data in a usable, standards-based format and give you a reasonable transition period to retrieve it before deletion. For patient and health data, the laboratory remains the data controller and CLARUS® acts only as a processor on your documented instructions; we never use your patient data for our own purposes, and our continuity commitments reflect that stewardship role.

Because the lab is the controller, you remain in command of retention and deletion decisions for patient records, consistent with your own regulatory obligations. We will act on your lawful, documented instructions regarding export and deletion.

10.Onboarding, Migration & Training

A great LIS only delivers value once your team is confident using it. Every new laboratory receives a structured onboarding: tenant provisioning at your <subdomain>.claruslis.com, configuration of your test catalogue, reference ranges, report templates, roles, and instrument interfaces, plus guided go-live support.

Where you are moving from another system or from paper, we assist with data migration of patients, historical results, and catalogue data using our standards-based import tooling, validating the migration with you before go-live so nothing is silently lost. The scope and depth of migration assistance scale with your plan tier and any agreed professional-services package.

Training is delivered in your language, including Arabic, and tailored to roles — reception, technicians, validating physicians, and administrators each learn what they need. We provide live sessions, in-app guidance, and reference material, and we remain available through our support channels as your team ramps up.

11.Customer Responsibilities

A service level is a shared commitment. To let us meet these targets and to keep your patients' data safe, there are a small number of responsibilities that rest with your laboratory. Most are simple operational hygiene.

Where an incident or period of unavailability is caused by a failure to meet these responsibilities, it is treated as Excluded Downtime and does not count against our uptime commitment or generate a service credit.

• Maintain reliable local internet connectivity and power, and a supported, up-to-date web browser on lab workstations.
• Manage your users and access responsibly — assign appropriate roles, enable and use two-factor authentication, and promptly deactivate departed staff.
• Keep your account in good standing, including timely payment of fees, since lawful suspension for non-payment is Excluded Downtime.
• Report incidents promptly through a supported channel with enough detail (what, when, who is affected, screenshots) for us to triage and reproduce.
• Use the Service in accordance with the subscription agreement, applicable law, and your own obligations as data controller for patient data.
• Designate at least one administrative contact empowered to make configuration and authorisation decisions during onboarding and incidents.

12.Exclusions

This SLA's availability commitments and service credits do not apply to periods of Excluded Downtime as defined in Section 2. We have kept this list narrow and honest — it covers genuinely external or out-of-scope causes, not ordinary operational risk that we are paid to manage.

For clarity, the availability commitment does not cover beta or preview features explicitly labelled as such, optional third-party integrations outside our control, or issues arising solely from your custom code, scripts, or non-standard configurations. Where a problem stems from a third-party service we rely on, we will still work diligently to resolve or mitigate it, even though it may not count as Downtime.

13.Claiming Credits

We aim to detect availability breaches ourselves and apply credits proactively. But you are always entitled to claim. To request a service credit, contact us through in-app chat or email billing@claruslis.com within 30 days of the end of the month in which the Downtime occurred, identifying the affected tenant and, where you have it, the approximate dates, times, and impact of the Downtime.

We will review the claim against our monitoring records, confirm the applicable credit tier under Section 4, and apply the credit — normally to your next invoice — within a reasonable period, typically the following billing cycle. If our records and your evidence differ, we will share the relevant monitoring data and resolve it transparently and in good faith.

Service credits are the agreed remedy for missed availability targets; claiming them does not waive any other right you may hold under your subscription agreement or under mandatory local law.

14.Contact

We would rather hear from you early than have you struggle alone. Whether it is an outage, a question, or a concern about how this agreement is being applied, reach us through any of the channels below — and through in-app live chat, which is always the fastest route during an incident.

For severe production issues, raise a P1 through in-app chat or, on eligible tiers, by telephone for the quickest human response.

• Support & incidents — support@claruslis.com, or in-app live chat
• Billing, refunds & credit claims — billing@claruslis.com
• Privacy matters — privacy@claruslis.com
• Data Protection Officer — dpo@claruslis.com
• Legal notices — legal@claruslis.com

15.Security, Data Protection & Breach Notification

Protecting patient data is foundational to everything in this agreement. CLARUS® encrypts your data in transit (TLS) and at rest, enforces strict per-tenant isolation, applies role-based access control with audit logging, and follows recognised information-security practices across our infrastructure, with regular patching and vulnerability management.

If we ever become aware of a personal-data breach affecting your patient or account data, we will notify you without undue delay and, in any event, within 72 hours of becoming aware. Our notice will describe, as far as known, the nature of the breach, the categories and approximate volume of data and records involved, the likely consequences, and the measures we have taken or propose to take to address it and mitigate harm. Detailed processing roles and obligations are set out in the Data Processing Agreement (DPA).