• Skip to primary navigation
  • Skip to main content
  • Skip to footer

Net Health

Purpose-built EMR Software + Solutions for Outpatient Care

Home

Solutions

Therapy

SNF & Senior Living
Hospital Outpatient
Private Practice
Home Health
Acute Care

Wound Care

Hospital Outpatient
Private Practice
Data Solutions

Occupational Health

Employee Health for Hospitals
Employee Health for SNFs
Occupational Medicine Clinics

Hospice

Hospice Management

Telehealth

For SNF & Senior Living Therapy
For Hospital Outpatient Therapy
For Private Practice Therapy
For Home Health Therapy

For Wound Care
For Hospital Employee Health
For Occupational Medicine

Digital Marketing Services

For Therapy
For SNF & Senior Living
For Wound Care
For Occupational Medicine

Professional Services

For Therapy
For Wound Care
For Hospital Employee Health
For Occupational Medicine

Revenue Cycle Services

For Hospice
For Occupational Medicine

Resources

Net Health Resources Page, Webinar, green image
Outpatient Therapy

Grow Your Rehab Therapy Practice Using Paid Ads and Search Engine Marketing

When done right, paid advertising and search engine marketing are amazing tools to reach new patients and grow your business. By applying several basic tactics, you can start using powerful digital advertising platforms like Google and Facebook to target specific audiences and help ensure a steady flow of business for your practice. Click to View […]

Click to View Webinar
Net Health Resources Page, check mark, red image
Hospice

Five Key Stressors Hospice Professionals Face, with Guidance for Support

Hospice professionals help others face death and loss, while juggling interdisciplinary communications, quality compliance regulations and ever-evolving technologies. You are continually there for families and their dear ones who are passing away. But what about you? Get the eBook In caregiving professions, it is easy to get swept up in the needs of others and forget […]

Get the eBook
Sales: 800.411.6281
Please make a solution selection below and we will be in touch with you to schedule a demo.

Blogs + Articles

Browse all blogs
SNF & Senior Living Therapy
Outpatient Therapy
Home Health Therapy
Wound Care
Employee Health
Occupational Medicine
Hospice

Resources

Resource Hub
Webinars
Videos
Case Studies
eBooks
White Papers

About

Jason JJ James, CIO, SME blog image
Leadership

Net Health’s CIO discusses diversity and how it can build a stronger organization

Diversity in the workplace is an on-going issue but it’s an issue with solutions. To build diversity, it takes forward-thinking initiatives, a reexamination of the hiring philosophy, and the support of the company’s decision-makers.  One such supporter of diversity in the workplace is Net Health’s CIO, Jason “JJ” James.  Recent social movements like Black Lives […]

Read More
Net Health's Fireside Chat on Race blog image
Our Culture

Tough Questions | Real Answers: Net Health’s Fireside Chat about Race

Net Health did something different recently. Nearly two hundred employees and their families gathered around their computer screens to take part in a landmark event in our company’s history – we called it a “Fireside Chat about Race”.  The purpose of this event was to have a truly open conversation about the controversial but relevant […]

Read More

About Net Health

Company
Leadership
Partners
Careers
Press Releases

Contact

Login

Agility

844.464.9348

CliniSign

772.403.1301

Hospice

855.417.1420

Net Health U

Optima Therapy

772.403.1301

Net Health Therapy
(formerly ReDoc)

844.464.9348

Net Health Wound Care
 (formerly WoundExpert)

844.464.9348

Schedule a Demo
Hospice Service Level Agreement

Service Level Agreement

Service Levels

A1 Optima Services Availability
The Optima Services will be available on a 7 (day) x 24 (hour) x 52 (week) basis as set forth in this paragraph, except for Scheduled Outages and maintenance periods.  The Optima Services are designed with redundancies for environmental support systems that provide for un-interruptible power, Internet connectivity, and cooling for all components within the Optima data center. Optima will continuously monitor capacity levels for power generation, cooling, disk space and un-interruptible power supply systems at Optima data centers.  Optima will, at its expense, upgrade or improve capacity levels within Optima data centers as necessary.  Capacity upgrades will follow the established change management practices described in this Exhibit.  Optima’s performance level for availability of the Optima Services is set as 99.5% available. Availability will be calculated monthly by Optima using total actual minutes available divided by total possible minutes available.  Availability calculations will exclude Scheduled Outages for maintenance and similar scheduled downtime.
A2 Standard Maintenance Windows for Scheduled Outages
Optima maintains the following standard maintenance windows for scheduled outages for the Optima Services.  During these maintenance times the Optima Services may be available to Customer, a subset of functionality may be available, or connectivity may not be possible at all.

Day Time Window
Every Monday 3:00 AM – 6:00 AM EST
Every Tuesday 3:00 AM – 6:00 AM EST
Every Wednesday 2:00 AM – 7:00 AM EST
Every Thursday 2:00 AM – 7:00 AM EST
Every Friday 3:00 AM – 6:00 AM EST
Every Saturday 2:00 AM – 8:00 AM EST
Every Sunday 2:00 AM – 8:00 AM EST

Optima may, as needed on occasion, modify or extend these maintenance windows for Scheduled Outages.  If necessary to do so, Optima will post on its website as soon as reasonably practicable, changes to scheduled outages outside of these maintenance windows.

A3 Outages Outside of the Standard Maintenance Windows
Optima will provide Customer at least forty-eight (48) hours prior written notice of any changes made by Optima that affect the Optima Services resulting in an outage, unless Optima determines that a shorter notification period is required.  Customer must provide Optima with a current point of contact and contact method for providing notice required by this provision. Optima will strive to minimize outages that may be caused by a change; however, if an outage is required, Optima will use reasonable efforts to minimize the impact of the change and schedule the outage based upon Customer’s and Optima’s requirements.  If an outage is required, such outage will be considered a Scheduled Outage.  Optima will attempt to minimize changes to ensure that the Optima Services are not affected beyond the levels set forth in this Exhibit.  Optima reserves the right, however, to proceed with any change if it is determined by Optima that the change will not cause harm to Customer’s specific application environment and/or is otherwise necessary.

A4 Maximum Restore Age
If any catastrophic circumstances necessitate the restoration of database data from backup media, Optima will ensure that the maximum age of the data that is restored will not exceed thirty (30) hours old.

A5 Software Releases
Software releases occur daily between 8:00pm – 8:00am EST, unless otherwise requested by Customer; however, this does not mean that there are releases every day. Outages during releases are kept to a minimum.

A6 Primary Help Desk Coverage
Telephone and email based Helpdesk support coverage will be available to Customer Monday through Friday from 7AM – 5PM MST excluding the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.

Supplemental Service Level Information for Business Intelligence (BI) and Data Warehouse

B1 Scope
This section provides supplemental information regarding availability of customer data and warehouse data through the Optima Services, and transmission of data warehouse backups to customers. It does not cover extract, transform, load (“ETL”) software issues, transmission of data other than data warehouses nor infrastructure outside of the control of Optima.

B2 Extract, Transform and Load (“ETL”)
Customer data warehouses will be incrementally loaded daily. The daily ETL processes are estimated to start as early as 12:00am EST and finish by 08:00am EST. The initial ETL of historical data, and any needed reloading of historical data, will cause the data warehouse to be unavailable for an extended amount of time. Reloading of some historical data is sometimes a byproduct of Optima Services updates.

B3 File Transfer Time
Customers who receive copies of their data warehouses should expect additional time beyond the ETL processes for preparing and transmitting their data warehouse backups. The amount of additional time will vary by customer but can be up to three (3) hours. 

B4 Optima Services Access
Optima Services which rely on the data warehouses, will be available daily from 08:00am to 12:00am EST, except during deployment windows (see the Maintenance Window Schedule paragraph).

B5 Outages
Outages caused by Infrastructure within the control of Optima will be corrected within 48 hours. Outages caused by infrastructure outside of the control of Optima are not covered.

Remedy

C1 Remedies
If because of Optima’s actions or inactions the service levels set forth herein fail to meet the specified performance levels, as the sole and exclusive remedy is that Customer will receive a service credit based upon the Monthly Fee for the affected Optima Services for the affected month. The following service credits apply:

Optima Services Availability Service Credit (% of Monthly Fee)
99.5% or greater 0%
³99.0% but <99.5% 5%
<99.0 10%
Maximum Restore Age Service Credit (% of Monthly Fee)
<30 hours old 0%
30 or greater hours old 10%

The service credit is not cumulative, is deemed to be liquidated damages, and in no event will the total service credit exceed 10% of the Monthly Fee for the affected month.

C2 Exceptions
Optima will have no liability for any failure to provide Optima Services (a) during any Scheduled Outage, (b) resulting from a Force Majeure Event, or (c) caused, directly or indirectly, by the acts or omissions of Customer or its employees, agents, contractors or representatives or by Customer’s or its agents’, contractors’, or representatives’ equipment.

Without limiting the foregoing, Optima is not responsible for acts or omissions of Customer or its employees, agents, contractors or representatives that result in failure of, or disruption to, the Optima  Services.  Customer agrees that neither Customer nor its employees, agents, contractors or representatives will attempt in any way to circumvent or otherwise interfere with any security precautions or measures of Optima relating to the Optima Services or any other Optima equipment.  Any such attempts may, among other things, cause disruption to the Optima Services.  Any disruption to the Optima Services resulting from a violation of these provisions will not be an Unscheduled Outage and Customer will have no right to any service credit or other remedy with respect to such disruption.  Customer will be responsible for, and will indemnify Optima for any damage or service interruptions caused by Customer or its employees, agents, contractors or representatives in violation of these provisions. Customer will also pay Optima, at Optima’s then current rates, for all remedial services resulting from Customer’s actions.

Changes to Service Levels
Optima maintains the right to periodically modify the provisions of the Service level agreement.

Service Level Agreement Claims.
All claims for service credits must be submitted to Optima submitted via email to support@OptimaHCS.com within thirty (30) days of the triggering event. A detailed request including the date and time of the outage, the support case number, if available, and any other relevant information is required for Optima’s review of the claim.  All claims will be responded to in writing. 

Definitions.
Optima Services Availability:  The availability of the Optima Services.
Monthly Fee:  The monthly fee for a Service as set forth in the Agreement.
Scheduled Outages: Periods of time during the Term that Optima temporarily interrupts any Optima Services for upgrades, maintenance, or for any other agreed upon reason or purpose, including an established framework for scheduling and managing outages.
Unscheduled Outages:  Interruptions in Optima Services arising from failures associated with Optima Services provided by Optima or a Force Majeure Event.  Such interruptions include only interruptions caused by matters under Optima’s direct control and do not include Scheduled Outages.

Footer

About

  • Company
  • Leadership
  • Careers
  • Locations
  • Our Culture | The Buzz
  • Press Releases

Resources

  • Resource Hub
  • Our Blog
  • Client Services

Care Settings

  • Hospital
  • Post-Acute Care
  • Private Practice

Sales

800.411.6281

Copyright © 2021 · Net Health · Sitemap · Privacy Policy