Empathika – Service Level Agreement (SLA)
Effective date: December 18,2025
This Service Level Agreement ("SLA") forms part of the Empathika service framework and should be read in conjunction with the End User Licence Agreement (EULA) and the SaaS Licence Agreement / Terms and Conditions entered into between the customer and CareApps Limited. In the event of any inconsistency, the order of priority set out in the SaaS Licence Agreement shall apply.
This SLA is published for transparency and sets out Empathika’s service availability targets, support commitments, and operational standards. It does not create additional warranties or liabilities beyond those expressly agreed in the governing agreements.
Scope of Services
This SLA applies to the Empathika cloud-based platform (the Cloud Services), including medication management, care management, incident reporting, AI-assisted features, reporting, and compliance functionality. It applies only to production environments.
Service Availability
Empathika is designed to be available 24/7 excluding planned or emergency maintenance. CareApps targets 99.5% monthly availability measured per calendar month.
Maintenance
Planned maintenance will normally be carried out outside business hours with advance notice. Emergency maintenance may occur without notice where required for security, safety, or compliance.
Support Services
Standard support is provided Monday to Friday, 09:00–17:00 UK time, excluding public holidays. Support is available via in-app ticketing and email.
Incident Severity and Response
Critical issues are acknowledged within 1 business hour. High within 4 business hours. Medium within 1 business day. Low within 2 business days.
AI Functionality
AI features are not medical devices and do not replace clinical judgment. Outputs must be reviewed by qualified staff.
Data Protection and Security
CareApps processes data in accordance with applicable data protection laws and maintains security controls including encryption and audit trails.
Customer Responsibilities
Customers must ensure authorised use, accurate data, and compliance with documentation.
Exclusions
This SLA excludes third-party failures, customer-side issues, force majeure, and suspended services.
. Service Credits
No service credits apply unless expressly agreed in writing.
. Updates
This SLA may be updated from time to time and published on the Empathika website.
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