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Version: 2026-09-10 (issued-now)
Company: RxClarity Limited · Company No. 16712615
Measurement gate: the Monthly Agent Completion Rate commitment is withheld until 60 days of instrumentation on the current stack. See CHANGELOG.md.
This Service Level Agreement (“SLA”) forms part of the Agreement between RxClarity and the Customer and is incorporated into the RxClarity Terms of Service. Capitalised terms have the meanings given in the Terms of Service.
Contents
Scope
Service hours
Availability
Agent performance
Reasonable use
Maintenance
Support
Data currency and correction
Security
Backup, recovery and deletion
Remedy for persistent failure
Exclusions from this SLA
Review
Scope This SLA covers availability of the RxClarity platform, agent performance, support, security, backup and recovery, and the currency and correction of Platform Data. It does not cover onboarding, integration work, or any Statement of Work engagement. Those are governed by their own scope documents.
Service hours The Service is intended to be available 24 hours a day, every day, subject to the maintenance windows in clause 6. Support is provided during Support Hours, defined as 07:00 to 17:30 UK time, Monday to Friday, excluding bank holidays in England and Wales. Where the Order Form states an Extended Coverage option, Support Hours are 07:00 to 19:00 UK time, Monday to Friday, which provides overlap with business hours in North America and East Asia.
Availability 3.1 Commitment RxClarity will use commercially reasonable efforts to achieve 99.5% Monthly Availability. 3.2 Measurement Monthly Availability = (Total Minutes in Month − Excluded Minutes – Unavailable Minutes) ÷ (Total Minutes in Month − Excluded Minutes) × 100
Unavailable Minutes means the aggregate of all minutes in the month during which either:
Unavailable Minutes are aggregated across the month. There is no minimum continuous duration, so repeated short outages count. Unavailable Minutes are determined by RxClarity’s automated monitoring described in clause 9, and are recorded on the status page in clause 3.4. Where the Customer’s own records indicate a materially different figure, the parties will review the underlying monitoring data in good faith. Excluded Minutes are periods of Scheduled Maintenance and Emergency Maintenance notified under clause 6. At 99.5%, the commitment permits approximately 3 hours 36 minutes of Unavailable Minutes in a 30-day month, or 3 hours 43 minutes in a 31-day month, in each case in addition to Excluded Minutes. 3.3 Exclusions The following do not count as Unavailable Minutes:
For the avoidance of doubt, exclusion (e) applies only to a region-wide provider outage evidenced on the provider’s public status page. Capacity limits, rate limiting, quota exhaustion, throttling, misconfiguration and failover behaviour affecting RxClarity’s own resources within an operating provider region are not excluded and count as Unavailable Minutes. 3.4 Status page and reporting RxClarity will maintain a publicly accessible status page at https://status.rxclarity.io showing current service status and a record of incidents, updated during any incident affecting availability. RxClarity will provide a Monthly Availability figure on written request, within 10 business days of the request, for any month in the preceding 12 months. 4. Agent performance 4.1 Individual requests Agent Outputs depend on third-party model providers and on the complexity of the request. RxClarity does not commit to a response time for an individual agent request. 4.2 Committed measures Measure Commitment Request acceptance A submitted request is accepted and queued, or an explicit error returned, within 60 seconds Failed request handling Where a request fails at the infrastructure or orchestration level, the Service returns an explicit error rather than an empty or truncated response presented as a completed Output. This is a commitment about system error handling. It does not warrant the accuracy, completeness or sourcing of any Output, which is addressed in clause 8 and in the Terms of Service
4.3 Sustained Agent Degradation Sustained Agent Degradation means a rolling 60-minute period during which more than 20% of agent requests submitted across the Service fail at the infrastructure or orchestration level, whether or not the platform interface remains reachable, provided at least ten such requests were submitted in that window. It continues until the failure rate falls below that threshold over a rolling 60-minute period. Requests failing because of the Customer’s own input, or rate limiting applied under clause 5, are excluded from this calculation. Sustained Agent Degradation counts as Unavailable Minutes under clause 3.2 for its full duration. RxClarity will post any period of Sustained Agent Degradation on the status page, and will notify affected Customers with an estimated restoration time where the period exceeds 4 hours during Support Hours. 5. Reasonable use 5.1 Allowance Each Seat includes an allowance of 3,000 agent requests per calendar month, which RxClarity considers substantially above ordinary professional use. The allowance is a fair-use trigger, not a metered quota. Requests are not blocked, refused or charged for on reaching the allowance, and unused allowance does not carry forward. Exceeding it has no consequence other than the process in clause 5.2. 5.2 Above the allowance Where a Seat exceeds the allowance in any calendar month, RxClarity will notify the Customer and the parties will discuss in good faith either a reduction in use or additional capacity on commercial terms. Where the same Seat exceeds the allowance in the following month without agreement having been reached, RxClarity may apply rate limiting to that Seat on 14 days’ written notice. Rate limiting applied under this clause does not count as Unavailable Minutes. 5.3 Automated and programmatic use The allowance is for interactive use by the named Authorised User. Automated, scripted, scheduled or programmatic submission of requests is permitted only where the Order Form grants API access, and is subject to the separate limits stated there. 5.4 Abuse Nothing in this clause limits RxClarity’s rights under clause 4 (Restrictions) of the Terms of Service. 6. Maintenance Type Window Notice Scheduled Maintenance Sunday 22:00 to Monday 02:00 UK time At least 5 business days’ written notice Release deployment Within the Scheduled Maintenance window, or outside it where no interruption is expected At least 5 business days’ notice where interruption is expected Emergency Maintenance Any time As much notice as circumstances permit, and in any event notice at the time and posting on the status page
RxClarity will not use more than 8 hours of Scheduled Maintenance in any calendar month. Scheduled Maintenance exceeding 8 hours in a month counts as Unavailable Minutes for the excess. 7. Support 7.1 Channel Support requests are raised by email to [email protected]. The Customer should include the Authorised User’s name, a description of the issue, the time it occurred, and where relevant the conversation or record identifier. Where the Customer supplies a conversation or record identifier, that is the Customer’s request for RxClarity to access that conversation or record for the purpose of investigating the issue. RxClarity does not otherwise access the content of Customer conversations in the course of support, as set out in clause 9. Named Authorised Users may raise support requests. RxClarity is not obliged to accept requests from individuals who are not Authorised Users. 7.2 Priority levels and response targets Response time is measured from receipt of the request during Support Hours. A request received outside Support Hours is treated as received at the start of the next Support Hours period. Priority Definition Target response Target resolution or workaround P1 Critical The platform is unavailable to all of the Customer’s Authorised Users, Sustained Agent Degradation is in effect, or a security incident affecting Customer Data is suspected 4 Support Hours Worked continuously during Support Hours until resolved or a workaround is in place. Progress updates at least daily P2 High A core function is unusable or produces materially incorrect behaviour, with no reasonable workaround, and this materially affects the Customer’s use 1 business day 3 business days P3 Medium A function is impaired or produces incorrect behaviour, and a workaround is available 3 business days Scheduled into a future release. RxClarity will confirm whether the fix is planned and, where possible, an indicative release P4 Low Question, documentation issue, cosmetic defect, coverage request, or feature request 5 business days No commitment. Requests are logged and reviewed at RxClarity’s discretion
RxClarity assigns the priority level acting reasonably, having regard to the Customer’s stated impact. Where the Customer disagrees with an assignment, it may escalate under clause 7.3. 7.3 Escalation Level Contact When 1 Support inbox All requests 2 Ben Riazy, Chief Technology Officer A P1 not responded to within target, or any P2 unresolved after 5 business days 3 Zaharan Sofi, Chief Executive Officer A P1 unresolved after 2 business days, or repeated failure to meet targets
8.2 Coverage Document RxClarity maintains a Coverage Document, available to the Customer, stating which sources are ingested, at what cadence, and which categories of data are not covered. RxClarity will notify the Customer of any material reduction in coverage at least 30 days in advance, and of any material addition when made. 8.3 Provenance Each fact presented in the Service as a curated Platform Data value is linked to the source record from which it was derived, together with the date on which that source was captured. 8.4 Error correction Where the Customer reports a specific, identified factual error in Platform Data: Step Commitment Acknowledgement 2 business days Investigation outcome 5 business days: confirmed, or explained as correct with reference to the source Correction of a confirmed error 10 business days from the investigation outcome Systemic errors Where a report reveals an error affecting a class of records rather than a single record, RxClarity will notify the Customer of the scope and provide a remediation plan with a completion date within 10 business days of confirming the error
The 10-business-day correction commitment does not apply where correcting the error requires ingestion of a source not listed in the Coverage Document. In that case RxClarity will say so within the 5-business-day investigation period and treat the matter as a coverage request under P4. 9. Security RxClarity maintains the following measures. RxClarity will notify the Customer at least 30 days in advance of any change that materially reduces them. Hosting. The Service is hosted on Microsoft Azure in UK South. Customer Data at rest resides in UK South. The only exception is product analytics data, which is processed in the European Union as described below. Encryption. TLS 1.2 or higher for data in transit. AES-256 for data at rest. Access control. Role-based access control within the Service. Access to production systems by RxClarity personnel is restricted to named individuals on a least-privilege basis, requires multi-factor authentication, and is logged. Model providers. Customer Data and the content of Customer requests are processed only by the model providers identified as customer-facing in the Data Processing Agreement. The customer-facing model provider is Microsoft, through the Azure OpenAI Service, within the United Kingdom region. Microsoft is contractually bound not to use Customer Data or the content of Customer requests to train or improve its models. RxClarity does not share Customer Data or the content of Customer requests with OpenAI or with any other model provider for that provider’s own purposes. RxClarity uses further model providers for internal data curation over public source records. Those providers do not receive Customer Data or the content of Customer requests, and are listed separately in the Data Processing Agreement. Separation of customers and users. Conversations, saved prompts, settings and Outputs are retrievable only through the login of the Authorised User to whom they belong. An administrator account does not have access to another Authorised User’s conversations. No Customer’s requests, Outputs or analyses are shared with, cached for, or reused for the benefit of any other Customer or of any other Authorised User. Support access to content. RxClarity personnel do not access the content of Customer conversations, requests or Outputs in the course of ordinary support. Access to content occurs only where the Customer asks RxClarity to investigate a specific conversation or record under clause 7.1, or where access is strictly necessary to resolve a P1 incident or a security incident. In each case access is limited to the minimum necessary, is restricted to named individuals, and is logged. Product analytics. Where the Customer has consented, RxClarity records how features of the Service are used, using PostHog, hosted in the European Union. Analytics record that a page or feature was used. They do not capture the content of Customer Data, requests or Outputs, and every text input field is masked at the point of capture. Consent may be withdrawn at any time in the Service settings, and the Service remains fully available without it. PostHog is listed as a sub-processor in the Data Processing Agreement. Personnel. All RxClarity personnel with access to Customer Data are subject to written confidentiality obligations and receive security awareness training. Logging. Security and access logs are retained for 90 days. Operational and application logs that may contain the content of Customer requests are retained for 30 days. Monitoring and alerting. RxClarity maintains automated monitoring of platform availability, agent completion and security events, with alerting to on-call personnel outside Support Hours for availability and security events. Incident notification. RxClarity will notify the Customer without undue delay, and in any event within 48 hours of becoming aware, of a security incident affecting the confidentiality, integrity or availability of that Customer’s Data, and will provide known facts, the assessed impact and the remediation steps taken. Certification. RxClarity is not currently certified to ISO 27001 or SOC 2. RxClarity’s controls are designed with reference to those frameworks. RxClarity is targeting SOC 2 certification by 31/12/2026 and will notify customers when certification is achieved. 10. Backup, recovery and deletion Measure Commitment Backup frequency Daily, full database backup Backup retention 7 days (point-in-time restore on the primary); nightly copy retained in a separate Azure region for disaster recovery Backup location Primary backups in UK South (encrypted at rest). A nightly restore copy is held in a geographically separate Azure region Recovery Point Objective 24 hours Recovery Time Objective, restoration of the Service 24 hours Recovery Time Objective, full restoration of historical archive data 3 business days Restore testing At least annually Deletion of a conversation, live system Immediately on deletion by the Authorised User Deletion of a conversation, backup sets Within 7 days Deletion of a conversation, operational logs Within 30 days
The 30-day backup retention period above governs how long backup sets are kept for disaster recovery. It does not extend the deletion timescales: where an Authorised User deletes a conversation, RxClarity purges it from backup sets within 7 days and from operational logs within 30 days, irrespective of the age of the backup set in which it appears. The immutable source archive of ingested registry records is retained indefinitely and is not subject to the 30-day retention period above. That archive contains ingested public registry records only. It does not contain Customer Data, conversations, requests or Outputs. Time taken to restore the Service following a Disaster Event counts as Unavailable Minutes under clause 3.2. A Disaster Event means loss or destruction of the primary hosting environment requiring restoration from backup at an alternate location. A single Disaster Event in a rolling six-month period does not by itself trigger the termination right in clause 11. 11. Remedy for persistent failure Where Monthly Availability falls below 95% in any two months within a rolling six-month period, the Customer may terminate the affected subscription on 30 days’ written notice given within 30 days of the second such month, and will receive a pro rata refund of prepaid fees for the unused remainder of the Subscription Term. This is the Customer’s sole and exclusive remedy for failure to meet the availability commitment in clause 3.1. It does not limit any remedy for breach of clause 9 (Security) or for any other breach of the Agreement. 12. Exclusions from this SLA This SLA does not apply to:
Status: status.rxclarity.io