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Service Level Addendum

This Service Level Addendum (this “SLA”) is an addendum to, is a part of, and incorporates by reference the Healthcare Provider User Agreement (https://www.practicefusion.com/pages/user-agreement.html) (“User Agreement”) between Practice Fusion (“Practice Fusion,” “we” or “us”) and the Provider of Record (“you” or “your”). This SLA describes the uptime commitment Practice Fusion makes to you in the provision of the Subscription Services pursuant to an Order entered into between Practice Fusion and you. Terms not defined in this SLA will have the meaning given to them in the User Agreement.

This SLA was first published on March 27, 2025, and is retroactive to January 1, 2025. Practice Fusion reserves the right to periodically modify this SLA, and such modification will automatically become effective in the subsequent renewal term.

During the Term, and subject to the terms and conditions set forth in this SLA and the User Agreement, Practice Fusion will use commercially reasonable efforts to make the Subscription Services available to you 99.9% of the time during the hours of 4 am - 10 pm Pacific Time, 7 days a week (“SLA Hours”), as measured over the course of each calendar month during the Term. If Practice Fusion falls short of the 99.9% uptime commitment during SLA Hours and you are impacted, Practice Fusion will apply a service credit to your account to be applied to future Service Fees as detailed below. To review current and historical uptime, visit https://status.practicefusion.com/.

SLA Breakdown

Downtime

“Downtime” is the total number of minutes the Subscription Services were unavailable during SLA Hours in a calendar month. Downtime includes the following types of issues:

  • Cannot login
  • Cannot load and/or save charts
  • Cannot view appointments or calendar
  • Time-critical features are not available

Downtime excludes the following:

  • Slowness or other performance issues with individual features (link expansions, search, file uploads, etc.)
  • Issues that are related to external apps or third parties, including Practice Fusion Marketplace
  • Performance issues resulting from misuse of the Services by you or your Authorized Workforce
  • Any products or features identified as pilot, alpha, beta or similar
  • External network or equipment problems or other issues outside of our reasonable control, such as bad routing tables between your internet service provider (ISP) and our server
  • Scheduled Downtime

Uptime Commitment

“Uptime” is the percentage of total minutes the Subscription Services were available during SLA Hours in a given calendar month. Practice Fusion’s uptime commitment is to make the Subscription Services available to you at least 99.9% of the time during SLA Hours. Uptime is calculated according to the following formula:

[(total minutes in the calendar month during SLA Hours – Downtime) / total minutes in the calendar month during SLA Hours] x 100

Scheduled Downtime

Practice Fusion may need to perform maintenance to keep the Subscription Services working smoothly (“Scheduled Downtime”). If Scheduled Downtime is necessary during SLA Hours, Practice Fusion will provide you with 48 hours advance notice of Scheduled Downtime.

Service Credits

If Practice Fusion fails to meet the 99.9% uptime commitment in any given calendar month and the monetary impact to you for such Downtime is greater than one dollar ($1), Practice Fusion will credit your account an amount equal to 30 times the amount paid by you during each minute of Downtime (“Service Credits”). Service Credits will be applied to the next invoice following the calendar month in which the Uptime failure occurred. Service Credits are not refunds, cannot be exchanged for a cash amount, are capped at a maximum of 30 days of paid Service Fees, and require you to have paid any outstanding invoice. Notwithstanding anything to the contrary in the User Agreement, Service Credits will expire upon any termination or non-renewal of the Subscription by you.

Service Credits are the sole and exclusive remedy for any failure by Practice Fusion to meet its uptime commitment under this SLA.