Service Level Objectives
This document outlines Tenovi’s objectives for providing excellent level service to our customers, healthcare providers and patients. This document was last updated on Feb 10, 2025
Definitions
Business Hours
Normal Business Hours
Exceptions to Business Hours
Planned exceptions may be made by prior notification or due to operational need or natural disasters.
Uptime
High Criticality Services
Hosted services provided by Tenovi through third-party hosting that include relaying measurements from patients to Tenovi’s customers, i.e. receiving measurements from peripherals (excluding cellular network components), storing them within Tenovi’s hosted database, and allowing them to be extracted by Tenovi’s customers using Tenovi’s API into Tenovi’s customers’ systems.
Note that the communication segment from the peripheral to the patient’s Tenovi Gateway is not covered in this context as it’s under the patient’s control. The segment from Tenovi’s Gateway to the hosted system is also not covered in this context – Tenovi has partnered with a SIM provider that works with several network providers to optimize connectivity for each Tenovi Gateway, therefore Tenovi is unable to make an uptime guarantee on behalf of these network providers.
Low Criticality Services
Services within Tenovi’s control that are not High Criticality Services, such as Tenovi Dashboard, provisioning and maintaining users, manually setting up patients, etc.
Downtime
Periods in which Tenovi’s hosted services are unavailable to Tenovi’s customers. Downtime may refer to Low Criticality Services, High Criticality Services or both.
Scheduled Downtime
Downtime that occurs within time windows of maintenance announced by Tenovi at least five days in advance.
Excused Downtime
Downtime that occurs due to issues with equipment or communication within Tenovi’s customer organization, or results from cellular network outages.
Unscheduled Downtime
The amount of time in minutes of Downtime of High Criticality Services or Low Criticality Services other than Scheduled Downtime or Excused Downtime.
Baseline Uptime
The amount of time in minutes High Criticality Services or Low Criticality Services were available.
Service Availability
The ratio between Baseline Uptime and Baseline Uptime plus Unscheduled Downtime. Service availability is measured in percentage over a given period of time and may refer to High Criticality Services or Low Criticality Services.
Return Policy
Contact Tenovi Support to initiate a patient return to the Tenovi warehouse.
Terms
- The device(s) must be unopened and unused.
- A return must be requested within 30 days of purchase.
- Glucometers, pillboxes, pill bottle patch caps, and inhaler devices may not be returned.
- We will email you or your the patient a return label.
- You will be charged for the initial delivery and return shipping charges.
- We will credit you for the cost of the device(s) when they are verified in good condition.
Contact Tenovi to discuss returns for a bulk order.
Defective Products under Warranty
All Tenovi branded products carry a 24-months warranty from the initial ship date to the patient/customer. Tenovi will accept warranty claims regarding products from alternate brands up until their warranty time but not to exceed 24 months from the initial ship date to the patient/customer.
If a device arrives defective or becomes defective while in use during its warranty period, create a Support Ticket. Tenovi Technical Support will determine the cause of the issue and approve it for a warranty replacement, or determine that the device is functioning correctly and is a case of user issue.
Malfunctioning devices will be replaced at Tenovi’s expense (in case of warranty replacement), at the client’s expense (in case of an out-of-warranty replacement) or not at all (at client discretion in case of an out-of-warranty device), or deemed to be not defective.
Replacements and Warranty
Replacements of defective products under warranty are fulfilled by default with Priority delivery.
Tenovi may pay for expedited shipping for replacement orders by request.
Software and API Service Availability Objective
Tenovi’s Service Availability objective is 99.9% for High Criticality Services and 99.5% for Low Criticality Services, measured annually at the end of every calendar year.
Defect Resolution
Types of Defects
Every matter potentially requiring a change in Tenovi’s hosted systems and is either reported by a customer or found internally, is categorized by its severity:
- Critical Defect is a defect that prevents Tenovi’s production High Criticality Services from performing according to their specifications in Tenovi’s production environment.
- Major Defect arises when a problem exists within the production environment which materially impacts a client’s business operation, although Tenovi’s system is substantially operational and no High Criticality Services are significantly affected.
- Minor Defect is one affects a production environment but does not materially impact the business operation of any of Tenovi’s customers.
- Improvement Request is one that is presently outside the scope of Tenovi’s services.
Types of responses and resolution objectives
Initial Response means the time it takes from a client’s initial contact (via email or phone) until Tenovi makes an initial response to the report.
Interim Resolution means the time it takes Tenovi to apply a functional resolution to the reported defect.
Final Resolution means Tenovi provides a final resolution to the issue or defect.
Defect Type | Initial Response | Interim Resolution | Final Resolution |
|---|---|---|---|
Critical Defect | 1 hour | 3 hours | 1 day |
Major Defect | 4 hours | 1 business day | 3 business days |
Minor Defect | 1 business day | 5 business days | 20 business days |
Improvement Request | 5 business days | 20 business days | None |
All objectives are measured within Business Hours, though for Critical Defects, every effort will be made to provide Initial Response and Interim Resolution on a 24/7 basis.
Communication
Tenovi maintains a communication mailing list for all of its customers, which is used to send information regarding:
- Product updates and upgrades
- Exceptions to Business Hours
- Reports as to security breeches affecting customer data, unplanned system outages and other exception events
- Product and peripheral availability
- Other corporate updates.
A customer who wishes to be added to this mailing list can do so on Tenovi’s website.
Updates
Tenovi may update this document at any time. Updated version of this document will be accessible to customers on Tenovi’s website.