Service Level Objectives
This document outlines Tenovi’s objectives for providing adequate level service to our customers, healthcare providers and patients.
This document was last updated on November 20, 2024.
Definitions
Business Hours
Normal Business Hours
Tenovi’s normal business hours are Monday through Thursday, 9am to 8pm Eastern Time, and 9am-7pm Eastern Time on Friday, excluding major holidays (New Year’s Day, Presidents’ Day, Memorial Day, July 4th or Monday after it if July 4th is on a weekend, Labor Day, Thanksgiving, Friday following Thanksgiving, Christmas or Monday after it if December 25th is on a weekend).
Exceptions to Business Hours
Planned exceptions may be made by prior notification or due to operational issues 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.
Customer Support
Customers Support is available via email (support@tenovi.com) or phone (714-418-5658) during normal business hours, excluding exceptions to business hours.
Messages and emails are returned after up to one business day.
Defective Products under Warranty
If a device arrives defective or becomes defective while in use during its warranty period, the support process must start through the client or the patient. The customer support team must determine the cause for the issue, and determine whether it is a device malfunctioning during its warranty period, a device malfunctioning past its warranty period, or a user issue. User issues must be resolved with the patient and explained to the patient, either directly or through the client. Malfunctioning devices can 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).
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.
Fulfillment
At least 95% of the orders that go through our in-house fulfillment will be shipped error-free by the end of the subsequent business day, assuming the product is in stock.
At least 95% of the orders for products shipped via a third-party logistics company (3PL) will be shipped error-free within two business days.
Unless a higher level of shipment is requested by the customer, the following levels are implemented:
Normal drop-ship orders: US Postal Service Ground
Priority drop-ship orders: US Postal Service Priority Mail
Bulk orders: UPS Ground
Priority bulk orders: UPS 3-Day
A shipment is considered error-free if the right SKU is shipped to the address provided to Tenovi using the appropriate shipping method or better.
Replacements and Warranty
Replacements of defective products under warranty are fulfilled within the same timeline as orders of new products.
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 |
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 (link).
Updates
Tenovi may update this document at any time. Updated version of this document will be accessible to customers on Tenovi’s website.