Service Level Agreement (SLA)
ChiroMike — Huwe Chiropractic Practice Management System
Effective Date: April 17, 2026 · Version 1.0
A. General
This document sets forth the Service Level Commitments at which the ChiroMike platform (operated by Base44 Ltd.) shall perform the services it provides to its End-Users (authorized users of Huwe Chiropractic). Unless otherwise specified, each Service Level Commitment shall be measured on a quarterly basis.
B. Definitions
"Down" means the ChiroMike platform is (i) not operational, (ii) not able to accept an End-User login, (iii) not able to perform core functions (patient management, claim building, billing) and no viable workaround exists. A determination that the system is Down includes downtime associated with ChiroMike's hosting infrastructure provider, but excludes downtime associated with the End-User's ISP connectivity.
"Downtime" means the elapsed time starting when an End-User notifies Base44 and Base44 confirms that ChiroMike is Down, ending when the End-User is notified that ChiroMike is operational.
"Response Time" means the elapsed time for a user activity within ChiroMike, starting when the user completes an action (submits a form, clicks a button) and ending when the system is ready to accept the next action or the requested data is displayed.
"Scheduled Downtime" means the period during which Base44 has scheduled maintenance activities regarding the ChiroMike platform or its underlying infrastructure.
"Unscheduled Downtime" means elapsed time from when an End-User reports or Base44 discovers that ChiroMike is down, until End-Users are notified that the system is operational.
C. Service Level Commitments
1. System Availability
a. Scheduled Downtime shall occur only between the hours of 11:00 PM Saturday and 2:00 AM Sunday (Eastern Time). Base44 will provide no less than 48 hours prior written notice to End-Users of any Scheduled Downtime occurring outside those hours. Such notifications shall be displayed on the ChiroMike login screen where feasible.
b. System Availability Target: ChiroMike shall be available and fully functioning at a level of 99% per quarter ("System Availability Percent"), calculated as:
The total hours scheduled for System Availability excludes Downtime incidents caused by factors beyond Base44's control, scheduled maintenance windows, and downtime related to the End-User's ISP connectivity or local systems.
2. Response Time Targets
Base44 warrants the following performance commitments for ChiroMike (measured exclusive of external internet transmission delays):
| Function | Description | Commitment |
|---|---|---|
| Page Navigation | Switching between main sections of ChiroMike | 4 seconds or less, 95% of occurrences |
| Claim Builder Load | Loading patient data and code libraries in Claim Builder | 4 seconds or less, 95% of occurrences |
| Save / Submit Claim | After Save or Submit is clicked and claim is recorded | 15 seconds or less, 95% of transactions |
| Report Generation | Generating financial or clinical reports | Under 30 seconds |
| Login | From login button click to main dashboard load | 15 seconds or less, 95% of transactions |
| AI Features | SOAP note generation, note polishing, code lookup | Under 30 seconds |
3. Problem Management, Escalation & Resolution
Base44 shall report to End-Users within the timeframes below all system, database, or service-related failures with respect to ChiroMike. Severity levels are determined at initial report and may be reassessed by mutual agreement.
| Severity 1 — Critical | Severity 2 — Major | Severity 3 — Minor |
|---|---|---|
Loss of service; no workaround exists.
| Service degraded; workaround may exist.
| Minor issue; no impact on normal operations.
|
| Incident Reporting: support via ChiroMike administrator | ||
Initial Response: Business hours (8am–7pm ET, M–F): 1 hour Off-hours/weekends: 4 hours If unresolved in 4 hours → escalate | Initial Response: Business hours: 4 hours Off-hours/weekends: 8 hours If unresolved in 24 hours → escalate | Initial Response: Business hours: 8 hours Off-hours/weekends: 24 hours If unresolved in 5 business days → escalate |
4. Events Beyond Base44's Control
Service Level Commitments do not apply to outages resulting from:
- Any act or omission by the End-User or a third-party vendor under their control
- The End-User's local equipment, network, or internet connectivity
- Scheduled maintenance windows agreed upon in advance
- Force majeure events (natural disasters, government actions, national emergencies, etc.)
- Third-party service outages (e.g., Google, Stripe, Faxage) used as integrations
5. Feature Requests & Platform Gaps
In the event a reasonable feature requirement is identified that is not currently available in ChiroMike, Base44 agrees to make reasonable, good-faith efforts to provide the functionality within a reasonable timeframe (typically 1–90 days depending on severity and scope). Feature requests that are generic in nature and beneficial to all ChiroMike users will be prioritized. Practice-specific customizations may be subject to separate agreement and pricing.