Service-Level Commitment (SLC)
Effective Date: 29 May 2025 Next Review Due: 29 November 2025 Jurisdiction: Global Policy Owner: Director of Technical Operations Approved by: Platform Risk and Continuity Committee
CliniciansCheck is committed to providing a secure, resilient, and continuously available platform to support clinicians, patients, and organisational users. This Service-Level Commitment outlines our promise to maintain high system uptime, responsive technical operations, and rapid issue resolution. While absolute availability cannot be guaranteed, our infrastructure is designed for maximum continuity with redundancy across multiple hosting environments. We target 99.9% uptime across core services including user login, clinician profiles, booking functions, and secure communications. Any planned maintenance is scheduled during off-peak hours and, where feasible, announced in advance via the platform or email alerts. Emergency updates may occur without notice if security or platform integrity is at risk.
In the event of service disruption, we activate a structured incident response protocol and publish status updates via our service dashboard and designated communication channels. Users experiencing issues may contact our support team at operationsteam@clinicianscheck.com. Our support response time for critical platform issues is within 4 hours, and within 24 hours for all other technical inquiries. Service reliability is regularly audited, and independent monitoring tools are used to verify availability claims.
CliniciansCheck continuously invests in improving its performance, reliability, and disaster recovery capabilities. While we are not liable for external hosting outages, third-party dependency failures, or user-side connection issues, we take all reasonable steps to maintain service quality and minimise downtime. This SLC is not a contract but a public commitment to the communities we serve. We reserve the right to update this policy to reflect evolving platform architecture or operational needs.