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Service level agreement
Service Level Agreement
This page explains how HelloClinic handles support requests, what contact channels are available, and the target initial response times for different incident priorities.
Last updated: July 3, 2026
For production incidents that materially block clinic operations.
Email is the preferred channel for ticket history and written updates.
Support access
Contact Channels
For the fastest handling, choose the channel that matches the request type and include the affected clinic, module, time, screenshots, and business impact.
Support email supp@helloclinic.io Use for product support, bug reports, account access issues, and operational incidents. General email info@helloclinic.io Use for company, billing, privacy, legal, or formal written enquiries. WhatsApp (+852) 3500 7677 Use for quick coordination. We may ask you to follow up by email for audit trail. Telephone (+852) 3500 7677 For faster replies, we recommend contacting us via WhatsApp.
Before sending
What to Include in a Support Request
- Clinic or company name and a reachable contact person.
- Affected users, branches, modules, and approximate time the issue started.
- Screenshots, error messages, relevant URLs, and steps to reproduce the issue.
- Business impact, such as whether appointments, patient records, billing, messaging, or reporting are blocked.
- For urgent incidents, include [URGENT] in the email subject and state the priority you believe applies.
Response targets
Initial Response Targets
The targets below refer to our first meaningful response after receiving enough information to classify the request. They are not guaranteed resolution times because root cause, customer environment, third-party dependencies, and required approvals may vary.
| Priority | Typical impact | Examples | Initial response target | Progress updates |
|---|---|---|---|---|
| P1 Critical | The production service is unavailable or a core clinical workflow is materially blocked for most users. | Login unavailable, patient records inaccessible, severe system outage, or suspected security incident affecting service confidentiality, integrity, or availability. | Within 2 business hours during support hours. | Every 4 business hours until a workaround, mitigation, or next action is identified. |
| P2 High | A major workflow is degraded or unavailable for one clinic, branch, or important user group. | Appointment scheduling, billing, reporting, WhatsApp workflow, or key record actions are failing but a workaround exists. | Within 1 business day. | At least once per business day while actively investigated. |
| P3 Normal | A non-critical issue affects daily operation but does not stop core clinic workflows. | Single-user access problem, non-blocking bug, configuration question, report clarification, or usability issue. | Within 2 business days. | When status changes or when additional information is needed. |
| P4 Low | A request is advisory, cosmetic, or related to future improvements. | Feature request, wording update, visual refinement, workflow consultation, or low-impact enhancement. | Within 5 business days. | Reviewed during product planning or the relevant service discussion. |
Agreement details
SLA Details
Scope of Support
This SLA applies to standard HelloClinic SaaS subscriptions and support requests submitted through the official channels listed on this page.
If a signed order form, quotation, Statement of Work, or master agreement sets different support terms, the signed document takes precedence over this public page.
- Technical support for HelloClinic platform availability, access, account operation, and product functionality.
- Investigation of suspected platform defects and production incidents.
- Reasonable guidance for configuration, onboarding, migration coordination, and normal product use.
- Escalation to engineering when the issue appears to be caused by the HelloClinic platform.
Maintenance and Planned Changes
HelloClinic may perform maintenance, security updates, infrastructure changes, or emergency fixes to keep the platform secure and reliable.
Where practical, we will provide advance notice for planned maintenance that may materially affect service availability. Emergency maintenance may be carried out without prior notice when needed to protect customers, data, or platform stability.
Exclusions
The following items are outside the standard SLA unless explicitly included in a signed agreement or paid support arrangement.
- Customer internet connectivity, local network, computers, printers, scanners, or third-party hardware.
- Third-party platforms or APIs outside HelloClinic control, including but not limited to WhatsApp, Meta, Stripe, email providers, cloud providers, or browser vendors.
- Issues caused by unauthorized changes, unsupported integrations, incorrect credentials, customer-side configuration changes, or use outside documented guidance.
- Custom development, workflow consulting, data entry, data cleansing, legal advice, medical advice, or financial advice.
- On-site support, unless separately quoted, booked, and confirmed.
Customer Responsibilities
- Use the official support channels and provide accurate information needed to reproduce and assess the issue.
- Maintain authorized account access, internal user controls, and clinic-side data backup or export practices where applicable.
- Cooperate with reasonable diagnostic steps, including screen sharing or remote support when explicitly authorized by the customer.
- Protect patient privacy by avoiding unnecessary personal data in screenshots, emails, or messages whenever possible.