INSTAMED SERVICE GUARANTEE

InstaMed guarantees that as an InstaMed Customer, you will love our Customer Service, or you can terminate your contract at any time. We have achieved Full Accreditation from the Electronic Healthcare Network Accreditation Commission and are PCI Level One certified with Visa and MasterCard, which means that we continually undertake independent third-party audits to ensure that we maintain and exceed the highest security and operational standards of the healthcare and financial industries. We feel that the delivery of outstanding convenience, reliability and security is so important to your business, that we put it in writing in all of our customer contracts.

System:

• Maintain system availability 24 hours a day, 7 days a week and 365 days per year, excluding scheduled maintenance which InstaMed shall have the right to perform by providing reasonable advance notice to Customer.
• Backup data to a secure, off-site location on no less than 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.
• Provide the Licensed Software and Application Services substantially in accordance with the publicly released and finalized Documentation.

Customer Service:

• Live customer service support from 7:00 AM ET to 9:00 PM ET on InstaMed Business days ("Business Hours") via phone, e-mail and web. During Business Hours, 80% of customer service phone calls will be answered within 20 seconds, and acknowledgement of call including a tracking number will be sent within 1 hour for each reported incident at least 90% of the time.
• During hours that are not Business Hours, expedited issues reported as an urgent voicemail will trigger a pager alert to customer service personnel 24 hours a day, 7 days a week, 365 days a year and will be responded to within 1 hour at least 90% of the time.
• Use all commercially reasonable efforts to act upon issues designated by severity levels as follows (excluding third party actions):
  • Expedited Severity Issues. 90% of expedited severity issues (outages that impact multiple users/sites) will be resolved, or a workaround will be offered within 1 business day of contact.
  • High Severity Issues. 90% of high severity issues (materially interferes with Customer's ability to process) will be resolved, or a workaround will be offered within 2 business days of contact.
  • Medium Severity Issues. 90% of medium severity issues (system is not inoperable or a work-around is available until a solution can be deployed) will be resolved, or a workaround will be offered within 4 business days of contact.
  • Low Severity Issues. 90% of low severity issues (system is not inoperable or an existing work-around is in effect or software fix/enhancement has been requested for a future software release) will be resolved, or a workaround will be offered within 6 business days of contact.
• The foregoing service levels shall not apply with respect to any Third Party Services and shall not apply to latency, downtime or other impacts outside of InstaMed's control, including those from third party healthcare entities, such as: third party healthcare networks, clearinghouses, or health plan systems; and third party payment networks and processing entities.

If you have additional questions about the InstaMed Service Guarantee, please call us at (866) INSTAMED and we will assist you.