1. What creates a service-level commitment
A service-level commitment is binding only when it appears in, or is expressly incorporated by, an executed Master Services Agreement, Service Order, Statement of Work, supplier service schedule, or other signed customer document.
2. VitalSec platform services
VitalSec availability, support hours, response targets, maintenance windows, service credits, recovery objectives, and any dedicated infrastructure commitments are determined by the applicable customer Service Order or SOW. This page does not create a separate uptime guarantee or service-credit entitlement.
3. SilverSky-delivered managed services
For PatientLock managed-security services delivered through SilverSky, the applicable managed-service SOW may contain service hours, response targets, availability calculations, credits, exclusions, and maintenance provisions. Those service-specific terms apply only to the service and customer agreement that incorporates them.
Current managed-service SOWs are available in Service Agreements & Statements of Work.
4. Third-party services
Where an Service Order includes a third-party product or service, the applicable supplier terms may define performance, maintenance, support, or availability obligations for that component.
5. Order of precedence
If a service-level statement on this website differs from an executed customer document, the executed document controls. Marketing descriptions, architecture diagrams, roadmap material, and provider certifications do not create service-level commitments unless expressly incorporated into the agreement.
6. Questions
For the service-level terms applicable to a specific engagement, review the executed Service Order and SOW or contact legal@patientlock.net.