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Service Level Assurance

Service Level Assurance

Version: 1.0 — October 6, 2026

This Service Level Assurance (“SLA”) outlines the service standards and support commitments applicable to Clinics using the Ava’s Platform. Capitalized terms used in this SLA have the meanings given to them in the Ava Terms of Service for Clinics (as amended from time to time, the “Clinic TOS”), available . Conflict between this SLA and the Clinic TOS are resolved in accordance with Sections 13.6 and 13.8 of the Clinic TOS. References to the “Ava Service Agreement” or “Master Services Agreement” means the agreement entered into between you and Ava Industries Ltd.

1. Purpose

The purpose of this SLA is to establish clear expectations for service availability, customer support, and issue resolution to ensure a reliable and successful customer experience.

2. Scope of Services

This SLA applies to Clinics and its Authorized Users using the Platform, in full compliance with privacy, security, and system integrity standards.

Platform:Ava’s cloud-based software ecosystem, which includes EMR communication tools, AI tools and workflow solutions like e-signatures and billing. 

Support Services:Technical support, incident response, and customer assistance

Support Channels:

  • Phone: 587-606-0063 (Press 1)
  • Text: 587-606-0063
  • Email: emr-support@avaindustries.ca
  • Ava Academy:
2.1 Ava Scope of Services

As defined in the Clinic TOS (Section 3.4 – Updates & Enhancements and Section 5 – Our Commitments), Ava will provide support services related to the Platform, including:

  • Regular updates, improvements, and future functionality
  • Regular maintenance as required
  • Ava Connect
  • Online Booking
  • Ava Pro suite of AI tools

3. Roles and Responsibilities

3.1 Ava Responsibilities

Provided that your account is current, Ava will use commercially reasonable efforts to:

  • Maintain and provide you with access to the Platform in accordance with the Clinic TOS
  • Offer technical support during the support hours above
  • Communicate planned maintenance or known service issues in a timely manner
  • Use commercially reasonable efforts to ensure service reliability and data security
3.2 Customer Clinic Responsibilities

The Clinic will:

  • Ensure appropriate use of Ava EMR by Authorized Users in accordance with the Clinic TOS
  • Maintain local hardware, devices, and network connectivity required to access Ava EMR
  • Provide timely information required for issue investigation and resolution
  • Ensure Authorized Users are appropriately trained and comply with Ava’s acceptable use policies
  • Appoint up to two (2) designated support contact persons knowledgeable in the use of the Platform for the purposes of contacting Ava’s Support Team regarding support issues pertaining to the Platform
  • Provide assistance as requested by Ava Support Staff to diagnose and resolve reported issues.

4. Service Availability

  • Uptime Target: 99.8% availability. Ava will use commercially reasonable effort to maintain 99.8% uptime with respect to P1-Critical services (defined below) during each calendar quarter of your subscription term, excluding regularly scheduled planned maintenance windows (the “Uptime Target”). The measurement of uptime will be made solely on reporting provided from monitoring tools utilized by Ava. Ava will make relevant uptime reporting available to Clinics upon request in accordance with Section 11.
  • System Performance: In addition to the Uptime Target, Ava will use commercially reasonable efforts to ensure the hosted EMR Offering delivers responsive performance for core clinical workflows.

For at least ninety percent (90%) of occurrences measured during each calendar month, Ava targets the following performance objectives:

  • Login from the Ava EMR login screen to the main application page within three (3) seconds
  • Open the Appointment Schedule within three (3) seconds
  • Display the patient's Cumulative Patient Profile (CPP) within three (3) seconds
  • Display the patient's Laboratory Results table within three (3) seconds

Performance measurements are based on the elapsed time from when an Authorized User initiates a request until the requested page has fully loaded. Delays caused by the Customer’s internet connection, local network, devices, browser configuration, third-party services, or other factors outside Ava’s reasonable control will be excluded when assessing performance against these objectives. Performance measurements reflect end-user elapsed time and are not based on server-side response times.

  • Planned Maintenance: Planned maintenance time does not count as downtime. Planned Maintenance notifications are communicated 48 hours in advance and will be scheduled to minimize customer impact by occurring on Saturday evenings.

5. Support Services

5.1 Support Hours

Support hours are based on the local time zone of the clinic receiving support.

  • Monday – Thursday: 8:00 AM – 8:00 PM
  • Friday: 8:00 AM – 5:00 PM
  • Saturday: 9:00 AM – 2:00 PM (Saturday hours are being phased in by province. Clinics will be notified of the effective date applicable to their time zone.).
  • Sunday & Statutory Holidays: Urgent support is available via Ava Text Support at 587-606-0063. The text line is monitored, and urgent requests will receive a timely response.

Support requests received outside standard support hours will be addressed during the next business support window unless otherwise noted.

5.2 Support Channels
  • Email and/or ticket-based support system
  • Additional channels (e.g., phone or text) as outlined above
5.3 Help Desk Service Levels

Ava will provide Help Desk support during the Support Hours defined in this SLA.

Support requests submitted by phone, text or email will be:

  • acknowledged by an Ava Support representative;
  • classified according to the Incident Priority Levels defined in Section 6;
  • escalated as required based on business and clinical impact;
  • managed through to resolution or an agreed-upon workaround; and
  • communicated to the Customer through regular status updates for Priority 1 and Priority 2 incidents.

During Support Hours, Ava will use commercially reasonable efforts to answer incoming support calls in a timely manner. Requests submitted by email will receive an automated electronic acknowledgement upon submission. All support requests submitted by email or by phone will receive a human response within one (1) business day.

Support requests received outside of Support Hours will be reviewed and prioritized at the start of the next applicable Support Window unless they qualify as a Priority 1 Critical Incident.

6. Incident Management and Resolution Targets

6.1 Incident Classification and Priority Levels

Incidents are classified P1–P4 based on their impact to Platform availability, functionality, and Customers. See the table below for classification descriptions, examples, and Target Resolution times.

Target Resolution: The target time, measured from when an incident is reported to or identified by Ava, within which Ava will (a) restore the affected Service to normal operation, (b) deploy a permanent fix, or (c) provide a temporary workaround that mitigates the impact pending a permanent fix — whichever applies to the incident type and Critical Incident Level below.

Classification

Description

Examples

Target

Resolution

P1 – Critical

A P1 is a complete or near-complete outage of the Platform, or a failure of a core Platform function, that leaves all or substantially all Customers unable to access or use the Platform, with no available workaround

  • Platform outage

< 4 hours

Ava will provide 24/7 efforts to resolve all P1 - Critical incidents, with remediation deployed immediately upon readiness.

P2 – High

A P2 is a significant degradation of the Platform, or a failure of a core Platform function, that impairs a large subset of Customers, where a workaround exists.

  • Users unable to create or update appointments
  • Ava Scribe is unable to launch.

<8 hours

Ava will immediately work to resolve all P2-High incidents until the issue has a temporary repair/workaround in place and then work to provide a permanent repair.

P2 issues identified outside of support hours will be addressed as soon as reasonably practicable and targeted for resolution by the next business day.

P3 – Medium

A P3 is a partial or intermittent issue affecting a non-core Platform function, a small subset of Customers, or a single Customer, where a reasonable workaround exists and normal business operations can largely continue.

  • A minor calculation error
  • A display or formatting error
  • Ava Connect portal inaccessible

< 3 days

Ava resources will work during Business Hours to resolve all P3 - Medium incidents until a temporary repair/workaround is in place and then work to provide a permanent repair

P4 – Low

A P4 is a minor issue with negligible impact on Customers' ability to use the Platform, including cosmetic defects, documentation errors, or enhancement requests logged as incidents.

  • General questions about functionality or tools
  • Feature requests
  • UI field alignment inconsistency

Ava will work during Business Hours to resolve P4 - Low incidents in order of their priority

6.2 Response Commitments
  • All email or ticket-based support requests will receive a human response within 24 hours, excluding weekends and statutory holidays
  • For all P1 and P2 Incidents, a resolution update will be communicated through the Ava Dashboard, and/or the associated support ticket once the incident has been resolved.
  • Resolution Targets represent good-faith objectives and may be influenced by issue scope, third-party dependencies, or other factors outside Ava's reasonable control.
6.3 Problem Escalation and Management

Where an incident cannot be resolved within the applicable target time, Ava will continue to manage the incident through its internal escalation process until an acceptable workaround or permanent resolution has been implemented.

Ava may escalate incidents to senior technical resources, product specialists, development teams, infrastructure providers, or applicable third-party vendors where required.

For Priority 1 and Priority 2 incidents, Ava will provide status updates until the incident has been resolved or an acceptable workaround has been implemented.

Following resolution of significant incidents, Ava may perform internal root cause analysis and implement corrective actions intended to reduce the likelihood of recurrence.

7. Exclusions and Dependencies

This SLA does not apply to:

  • Failures caused by EMR downtime or degradation outside Ava’s control, ie: AWS downtime
  • Issues resulting from third-party systems or services managed by your Clinic including hardware, local network infrastructure, and internet connectivity
  • Ava is not responsible for the availability, performance, or support of third-party services not directly operated by Ava. For example: Internet connectivity issues or hardware failures on your premises

8. Business Continuity

Ava maintains a Business Continuity and Disaster Recovery Plan for the hosted EMR Offering.

The plan describes the general processes Ava follows during a significant unplanned outage or disaster affecting the availability of the Platform, including:

  • criteria used to determine when business continuity procedures will be activated and concluded;
  • customer notification processes;
  • ongoing communication regarding outage status, expected restoration timelines, and available workarounds;
  • recommended interim operating procedures, where applicable; and
  • restoration and recovery activities.

Business continuity measures available during an outage will depend on the nature, severity, duration, and underlying cause of the incident, including any third-party dependencies outside Ava's reasonable control.

Where technically feasible and depending on the nature of the outage, interim capabilities during a service interruption may include: read-only access to patient records; access to appointment schedules; the ability to record patient encounter notes for later synchronization; and restoration and synchronization of records once normal Platform operations have been restored. Available interim measures will vary based on the nature, severity, and cause of the outage and any applicable third-party or infrastructure dependencies.

9. Data Security and Privacy

Ava will handle all data in accordance with applicable privacy legislation, contractual obligations, and Ava’s security policies. Detailed data protection terms are governed by the applicable Master Services Agreement or Data Processing Agreement between the Parties.

9.1 Audit Trail

Ava maintains audit trail functionality within the Platform to support accountability, privacy, security, and regulatory compliance.

Audit trail functionality cannot be disabled by Customers or Authorized Users for medical or administrative records maintained within the Platform.

Audit records are retained and managed in accordance with Ava's security, privacy, retention, and system integrity policies, together with any applicable contractual or legislative requirements.

9.2 Chronic Failure and Subscriber Termination Right

If Ava persistently fails to meet the service level commitments in this SLA over a period of three (3) or more consecutive calendar months, and such failure is not remediated within thirty (30) days of written notice from the Customer identifying the chronic failure, the Customer may, upon an additional thirty (30) days written notice, terminate the applicable services agreement without penalty. For the purposes of this section, persistent failure means: (a) failure to meet the Uptime Target in each of three or more consecutive months; or (b) chronic failure to meet Priority 1 or Priority 2 incident resolution targets as measured by Ava's service reporting, where such failure materially impacts clinical operations.

9.3 Client Notification Service

Ava maintains a notification and alerting service to communicate timely service status information to subscribers and EMR users. Notifications will be issued for planned and unplanned outages, disaster events affecting service delivery, availability and performance issues affecting the Platform and Services, and general service notifications. Notifications will be delivered using one or more of the following methods as appropriate: email; telephone; web-based status page; mobile device message; and EMR Offering messaging service.

10. Review and Amendments

This SLA is amended only in accordance with Section 13.2 of the Clinic TOS. Where a change is required by applicable law, a direction from a regulatory authority, or a certification program applicable to the Platform, Section 13.2(d) of the Clinic TOS applies.

11. Service Reporting

Upon request, Ava will provide available service level summary information relating to the hosted EMR Offering, including information reasonably available regarding:

  • Platform availability;
  • incident response and resolution performance;
  • service interruptions; and
  • other operational metrics maintained by Ava in the ordinary course of business.

Service reports will be provided subject to applicable confidentiality, security, privacy, and operational limitations.