Altra Service Level Agreement (SLA)

Last Updated: 31 March 2025

1. Purpose and Scope

This Service Level Agreement (SLA) defines the service levels, responsibilities, and support commitments provided by Altra Health Ltd (“Altra”) to its clients. It applies to the use of the Altra engagement and communications platform delivered via cloud-based services.

This SLA forms part of the contract between the client and Altra and applies to all subscribed services unless otherwise agreed in writing.

2. Service Commitment

Altra is committed to providing a reliable, secure, and high-performing service. We aim to ensure the platform is available and functioning as expected for end users across care homes, supported living, and other care settings.

Availability Target

Altra will make the platform available 99.9% of the time, measured monthly, excluding:

Scheduled maintenance
Emergency maintenance
Events outside Altra’s control (e.g. internet backbone issues, DNS problems, cloud provider outages)
Force majeure (e.g. natural disasters, war, pandemic disruptions)

3. Maintenance and Updates

Scheduled Maintenance

Altra may perform routine maintenance outside of standard working hours. Clients will be notified at least 24 hours in advance.

We aim to minimise disruption and perform updates during periods of low usage.

Emergency Maintenance

In rare cases where urgent maintenance is required to address security or performance risks, Altra may perform maintenance without notice. Clients will be informed as soon as possible.

Software Updates

Altra regularly improves the platform with new features, bug fixes, and security updates. These are rolled out via automatic deployment, with no client action required. Product changes are communicated through release notes or in-app updates.

4. Support Services

Support Hours

Support is available during the following hours:

Monday to Friday, 09:00 to 18:00 (Irish time)
Excludes public holidays in Ireland

Support Channels

Email: [email protected]
In-app chat support
Designated partner support channels (where applicable)

5. Incident Response and Prioritisation

Altra uses the following severity levels to prioritise support requests:

Severity	Description	Target Response Time	Target Resolution Time
Critical	Complete outage or loss of core functionality	Within 2 hours	Within 8 business hours
High	Major features degraded with significant impact	Within 4 hours	Within 1 business day
Medium	Performance issues or minor bugs	Within 1 business day	Within 3 business days
Low	General queries, usability issues, feature requests	Within 2 business days	Case-by-case

Incident Communication

For Critical incidents, Altra will provide regular updates (minimum every 2 hours) until resolution. Post-incident summaries are shared where relevant.

6. Client Responsibilities

Clients are expected to:

Report incidents promptly via approved channels
Provide accurate contact and technical information
Cooperate with Altra’s support team during investigations
Ensure users are trained on the platform (training materials and onboarding are provided)

7. Exclusions

This SLA does not apply to:

Issues caused by misuse or unauthorised modifications
Network issues outside Altra’s control (e.g. local Wi-Fi, internet access)
Third-party integrations not provided or certified by Altra
Beta or experimental features marked as such

8. Monitoring and Reporting

Altra uses automated monitoring tools to track service health and uptime. Clients may request a summary of platform uptime and incident logs on a quarterly basis or as part of review meetings.

9. Changes to SLA

Altra reserves the right to update this SLA with 30 days' notice. Material changes will be communicated directly to clients.