SLA Uptime
Version 1.5Last updated: October 1, 2026
- Foundation Health strives for 100% uptime of its API and technology systems required for the delivery of this Agreement (“Systems”).
- Foundation Health shall provide at least a 99.9% per calendar month uptime availability (“Uptime Service Level”) of its Systems.
- Client caused outages shall not be included in any measurement of the Uptime Service Level.
- Foundation Health shall give the Client reasonable advance notice prior to a scheduled downtime maintenance window event and shall use commercially reasonable efforts to minimise any downtime.
- Outages as a result of the Client breaching its obligations under this Agreement or significantly contributed to by Client elements outside of Foundation Health’s reasonable control (such as customer equipment, connectivity etc.) shall not be included in any measurement of the Uptime Service Level.
- All measurements are performed at one (1) minute intervals. The availability measurements shall be carried out by Foundation Health using automated monitoring tools provided by the infrastructure provider (or equivalent).
- The Systems shall be “unavailable” as notified by the monitoring tool or if the Client is unable to access the Systems at any time during the term of the Agreement.
- Monthly average percentage Uptime Service Level is calculated at the end of each calendar month, as the total actual uptime minutes divided by total possible uptime minutes in the month minus the exclusions set out in 3, 4 and 5.
Response Levels
| Severity | Description | Effort | Response Time | Resolution Target |
|---|---|---|---|---|
| Critical | Service down or core function unusable for most/all users; no workaround | 24/7/365 | 1 hour | Continuous effort until resolved |
| High | Major functionality impaired; workaround exists, or subset of users affected | M, T, W, Th, F, 8:00 AM to 8:00 PM Eastern Time | 4 business hours | 1 business day |
| Medium | Minor functionality issue; limited business impact | M, T, W, Th, F, 8:00 AM to 8:00 PM Eastern Time | 1 business day | 4 business days |
| Low | Cosmetic issue, general question | M, T, W, Th, F, 8:00 AM to 8:00 PM Eastern Time | 3 business days | Best effort / next release cycle |
- Response Time: Time taken for Foundation Health to acknowledge an issue once notification of it is received.
- Resolution Target: Target time to fix the issue and fully restore system functionality. Resolution Targets are targets rather than guaranteed commitments. Where a customer agreement sets its own resolution time, the agreement applies.
- Business Hours: 8:00 AM to 8:00 PM Eastern Time, Monday to Friday.
- Business Day: Monday to Friday, excluding US federal holidays.
Example of a Critical issue: A complete system outage is caused by underlying infrastructure problems and there is no workaround. Foundation Health works on the issue continuously, 24/7/365, until the Systems are fully working again.
Example of a Medium issue: A change to error handling means that the HTTP status code of a certain class of error is unintentionally changed to a similar but different code (e.g. 400 -> 404). This is considered Medium as the API call is a 4XX error either way and so business operation should not be affected.
API Enhancements and Changes
- Foundation Health will communicate improvements to our customers in a timely fashion so it is able to take advantage of new features or offerings provided in our API
- Any elimination of a feature will be communicated to customers with advance notice of at least 30 days unless a force majeure event occurs
- Future API versions will be communicated to customers when they become available and a 30 day transition period will be provided for customers to transition to a new API