Last reviewed on February 8, 2026 by @Faraz Malik

Supplier: MedGenix Tech

Service: MedPrompt

1. Purpose

This Service Level Agreement (SLA) sets out MedGenix Tech’s service availability targets, support arrangements, response targets, and maintenance approach for MedPrompt.

2. Service Hours

2.1 Core Support Hours

MedPrompt support is provided 07:00–19:00, Monday to Friday (UK time), excluding UK public holidays (“Support Hours”).

2.2 Out-of-hours

Outside Support Hours, issues may still be reported via the channels below. Where practicable, MedGenix Tech will monitor and respond, but formal response targets apply during Support Hours only.

3. Service Availability

3.1 Availability Target

MedPrompt is operated with the objective of providing a highly available and reliable service. We will use reasonable endeavours to achieve a monthly availability target of 99.9% or greater, excluding:

• Planned maintenance (Section 5)
• Circumstances outside our reasonable control (Section 8)

3.2 Measurement

Availability is measured monthly and reflects the proportion of time the core MedPrompt application is accessible to authorised users.