Dion Health — Service Level Agreement
Version: 1.0 Effective Date: July 24, 2026 Last Updated: July 24, 2026
This Service Level Agreement (this "SLA") is incorporated into the Dion Health Master Subscription Agreement (the "Agreement") by reference. Capitalized terms not defined here have the meaning given in the Agreement.
This SLA applies to Services purchased under a paid Order Form. It does not apply to Beta Features, free or trial access, or evaluation use.
1. Availability Commitment
Dion will use commercially reasonable efforts to make each Covered Service Available at least 99.9% of the time during each calendar month (the "Availability Commitment"), measured as set out in Section 2 and excluding the events in Section 4.
A monthly commitment of 99.9% corresponds to approximately 43 minutes of Unavailability in a 30-day month.
2. Definitions and Measurement
"Covered Service" means a Service identified in a paid Order Form, excluding Beta Features and excluding any third-party system the Service integrates with.
"Available" means the Covered Service's production endpoints respond successfully to Dion's automated health checks.
"Unavailable" means that, for a period of five (5) or more consecutive minutes, the Covered Service returns server errors or fails to respond to Dion's health checks for all requests, other than as a result of an Exclusion under Section 4. Periods shorter than five consecutive minutes are not counted.
"Monthly Uptime Percentage" is calculated for each Covered Service as:
Monthly Uptime % = ((Total Minutes in Month − Unavailable Minutes) ÷ Total Minutes in Month) × 100where Total Minutes in Month excludes Excluded Time under Section 4.
Availability is measured by Dion's monitoring systems, which are the authoritative source of measurement for this SLA. Dion will make relevant measurement data available to Customer on request in connection with a Service Credit claim.
3. Service Credits
If Dion fails to meet the Availability Commitment for a Covered Service in a calendar month, Customer is eligible for a Service Credit against future fees for that Service:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Less than 99.9% but at least 99.0% | 10% of the monthly fee for the affected Service |
| Less than 99.0% but at least 95.0% | 25% of the monthly fee for the affected Service |
| Less than 95.0% | 50% of the monthly fee for the affected Service |
3.1 Claiming a Credit
To claim a Service Credit, Customer must submit a written request to support@dionhealth.com within thirty (30) days of the end of the month in which the Unavailability occurred, including the dates and times of the Unavailability and any supporting logs or evidence Customer holds. Dion will respond within thirty (30) days of receipt.
3.2 Application
Service Credits are applied as a credit against future fees for the affected Service. Service Credits are not refundable in cash, do not carry over beyond twelve (12) months, and are not transferable between Services or customers.
3.3 Maximum
Total Service Credits in any calendar month will not exceed 50% of the monthly fee for the affected Service.
3.4 Sole and Exclusive Remedy
SERVICE CREDITS ARE CUSTOMER'S SOLE AND EXCLUSIVE REMEDY FOR ANY FAILURE OF A COVERED SERVICE TO MEET THE AVAILABILITY COMMITMENT OR FOR ANY UNAVAILABILITY, INTERRUPTION, OR DEGRADATION OF THE SERVICES. This Section does not limit Customer's termination rights under Section 5.
4. Exclusions
Unavailability does not include, and no Service Credit is due for, any period attributable to:
(a) Scheduled Maintenance — planned maintenance for which Dion gives at least forty-eight (48) hours' advance notice, conducted within a published maintenance window. Dion will schedule maintenance outside U.S. business hours where practicable and limit Scheduled Maintenance to eight (8) hours per calendar month.
(b) Emergency Maintenance — urgent maintenance required to address a security vulnerability, data-integrity risk, or imminent failure. Dion will give as much notice as circumstances permit and will notify Customer promptly afterward.
(c) Customer-caused issues — Customer's or an Authorized User's acts or omissions, including misconfiguration, exceeding rate limits or licensed capacity, use in violation of the Agreement or the Acceptable Use Policy, or suspension under Agreement §§ 6.3 or 14.3.
(d) Customer environment — Customer's networks, devices, browsers, VPNs, firewalls, or local infrastructure, and connectivity between them and the Services.
(e) Third-party systems — unavailability, latency, throttling, rate limiting, or failure of any third-party system, including practice management systems, on-premises servers, clearinghouses, payment processors, payroll providers, telephony carriers, identity providers, and public cloud or network infrastructure outside Dion's reasonable control.
(f) Force majeure — any event described in Agreement § 17.7.
(g) Beta Features, trials, and free access.
(h) Data quality — inaccurate, incomplete, delayed, or misconfigured source data. Availability is a measure of the Service responding, not of the correctness of any output derived from Customer's source systems.
5. Chronic Unavailability
If a Covered Service fails to meet the Availability Commitment in three (3) consecutive calendar months, or in four (4) months within any rolling twelve-month period, Customer may terminate the Order Form for that Service upon thirty (30) days' written notice given within thirty (30) days after the qualifying month, and receive a pro-rata refund of prepaid, unused fees for that Service. This is in addition to any Service Credits already accrued and is Customer's exclusive termination remedy for chronic unavailability.
6. Support
Unless an Order Form provides otherwise, Dion provides support by email at support@dionhealth.com during business hours (9:00 a.m. – 6:00 p.m. Pacific Time, Monday through Friday, excluding U.S. federal holidays), with the following target initial response times:
| Severity | Definition | Target Initial Response |
|---|---|---|
| P1 — Critical | Covered Service is Unavailable or unusable for all Authorized Users; no workaround | 2 business hours |
| P2 — High | Major function impaired for many users; no reasonable workaround | 1 business day |
| P3 — Normal | Function impaired with a workaround, or a non-blocking defect | 2 business days |
| P4 — Low | Question, documentation issue, or enhancement request | 5 business days |
Response targets are targets, not guarantees, and are not subject to Service Credits. Dion assigns severity in good faith after consultation with Customer. Enhanced or 24×7 support may be purchased under an Order Form.
7. Status and Incident Communication
Dion maintains operational status information and will communicate material incidents affecting the Services to Customer's designated contact. For incidents involving PHI, notification is governed by the Business Associate Agreement and Agreement § 10.2, not by this SLA.
8. Changes
Dion may update this SLA on thirty (30) days' notice, provided that no update will materially reduce the Availability Commitment or Service Credits during a paid subscription term without Customer's consent.
Contact
Dion Health Management Company LLC 450 Sutter Street, Suite 1519 San Francisco, CA 94108
- Support: support@dionhealth.com
- Legal: legal@dionhealth.com