Service Level Agreement

This Service Level Agreement ("SLA") applies to all professional services provided by MAG Healthcare Solutions to contracted clients. It defines the standards, metrics, and commitments governing our analytical, consulting, and technology delivery services in the healthcare sector.

This SLA is incorporated by reference into all signed service agreements and statements of work. In the event of a conflict, the specific terms of the signed service agreement shall prevail.

• Business Hours: Monday to Friday, 09:00 – 17:00 GMT/BST, excluding UK public holidays
• Critical Incident: A service disruption causing complete inability to access contracted deliverables or a data security breach
• High Priority: A significant issue materially impacting service functionality, without a viable workaround
• Medium Priority: A partial service degradation with an available workaround
• Low Priority: A minor issue, general question, or enhancement request
• Resolution Time: Time from incident acknowledgement to confirmed resolution
• Uptime: Percentage of time contracted digital deliverables are accessible and functional

We offer three service tiers to accommodate different client needs:

For contracted digital deliverables (dashboards, reporting portals):

Planned maintenance windows (typically 22:00–02:00 GMT on weekends) are excluded from uptime calculations and will be communicated at least 72 hours in advance.

Response times are measured from the time of incident report during business hours. Enterprise critical issues are handled 24/7.

All analytical deliverables produced by MAG Healthcare Solutions adhere to the following quality standards:

• Accuracy: Data outputs are validated against source systems before delivery; discrepancies exceeding 0.1% are investigated and corrected
• Completeness: Dashboards and reports include all data fields agreed in the scope of work
• Timeliness: Routine reports delivered by the agreed schedule; delays exceeding 10% of the agreed timeline will be escalated
• Auditability: All data transformations are documented and reproducible
• Accessibility: Dashboards tested across modern browsers (Chrome, Firefox, Edge, Safari)

• Annual independent security risk assessments
• Immediate notification to client within 24 hours of confirmed data breach discovery
• Regulatory notification (HIPAA: 60 days; GDPR/UK GDPR: 72 hours to supervisory authority) as applicable
• Encryption of all client data in transit and at rest
• Access logs retained for a minimum of 12 months
• Security patches applied within 30 days of release (critical patches within 72 hours)

Reporting an Incident

Incidents should be reported to us by email at info-healthcare@mag-solutions.uk with the subject line "INCIDENT – [Priority Level] – [Brief Description]". Please include: affected service, time of first occurrence, impact description, and any error messages.

Incident Classification

Upon receipt, incidents are classified by our team according to the priority matrix in Section 5. The client will receive acknowledgement within the response time for the assigned priority level.

Escalation

If an incident is not resolved within the target resolution time, it will be automatically escalated to senior management. Clients may also request escalation at any time by contacting their account manager directly.

The following are excluded from SLA targets and uptime calculations:

• Scheduled maintenance windows (communicated at least 72 hours in advance)
• Force majeure events (natural disasters, pandemics, government actions)
• Client-side infrastructure failures or network outages
• Third-party service disruptions outside our control (e.g., cloud provider outages)
• Incidents caused by client actions, misuse, or changes made without our approval
• Free or trial services not covered by a paid agreement

In the event of SLA breach (excluding exclusions in Section 10), clients are entitled to service credits as follows:

This SLA is reviewed annually or upon significant changes to the contracted services. Either party may request a review at any time. Any amendments to this SLA must be agreed in writing and signed by authorised representatives of both parties.

For SLA-related enquiries, incident reporting, or to request a service tier upgrade: