Service Guarantee

At InstaMed, we understand that delivering outstanding convenience, reliability and security is vital to your business, so we guarantee our exceptional service in all of our contracts. We promise system availability, data security and customer service 24/7. If our service is not up to par, you can terminate your contract at any time.

Our Service Guarantee commits to the following guarantees in writing. We guarantee that we will:

  • Maintain system availability 24 hours a day, 7 days a week and 365 days a year, excluding scheduled maintenance which we shall have the right to perform by providing reasonable advance notice to Customer. InstaMed records a system availability of greater than 99.9%.
  • Backup data to a secure, off-site location on a daily basis and maintain a redundant data center for disaster recovery purposes.
  • Provide average transaction processing time of 10 seconds or less for 90% of real-time Healthcare Transactions and Payment Transactions, excluding scheduled maintenance.
  • Offer live customer service support from 7:00 AM ET to 9:00 PM ET on InstaMed Business Days via phone, email and web.
  • Answer 80% of customer service phone calls within 20 seconds and send acknowledgement of the call within 1 hour for each reported incident at least 90% of the time during Business Hours.
  • Respond to expedited issues reported as an urgent voicemail within 1 hour at least 90% of the time during non-Business Hours.
  • Resolve issues of all severity levels (excluding third party actions) 90% of the time or offer a workaround.
    • Issues are categorized and acted upon as follows:
      • Expedited Severity Issues – Outages that impact multiple users/sites. If unresolved, a workaround will be offered within 1 business day of contact.
      • High Severity Issues – Issues that materially interfere with Customer’s ability to process data. If unresolved, a workaround will be offered within 2 business days of contact.
      • Medium Severity Issues – Issues in which the system is operable or a workaround is available until a solution can be deployed. If unresolved, a workaround will be offered within 4 business days of contact.
      • Low Severity Issues – Issues in which the system is operable, an existing workaround is in effect or a software fix/enhancement has been requested for a future software release. If unresolved, a workaround will be offered within 6 business days of contact.