Service Level Agreement

Cogential IT, LLC Service Level Agreement

This Service Level Agreement applies to and is incorporated by reference into the ordering document (the “Invoice”) made by and between the Service Provider (as identified on the Invoice) and the Customer (as identified on the Invoice).

Service Provider may modify this Service Level Agreement from time to time by posting such amended Service Level Agreement on the Service Provider's website.

Availability

Cogential IT, LLC manages the production environment to 99.5% data center availability on a monthly average basis. The production environment includes the communications server, EDI translator, data transformation engine, web servers, and database.

Availability is measured exclusive of scheduled maintenance and causes beyond the control of Cogential IT, LLC, including telecommunications outages, VAN outages, force majeure events, and similar circumstances.

If service availability falls below the documented level for two consecutive calendar months, Cogential IT will pursue an aggressive action plan to resolve the issue. Resolution timelines will be mutually agreed upon, taking into account any required hardware acquisition, software development, and implementation activities.

Error Identification and Resolution

Cogential IT, LLC is committed to the timely identification and resolution of data-related errors. We promptly investigate issues, preserve relevant information, determine the root cause, and keep customers informed throughout the remediation process.

We work to minimize operational impact, restore normal service as quickly as possible, and implement preventive measures to reduce the likelihood of future occurrences.

When services are performed incorrectly, Cogential IT, LLC will correct any inaccurate output resulting from the issue, including reprocessing services without additional cost to the customer, even if doing so requires otherwise billable resources.