Service Level Agreement
Effective January 1, 2026
This Service Level Agreement ("SLA") is a policy governing the use of the Services as defined in the Terms of Service or other agreement with us governing your use of our Services (the "Agreement") and applies separately to each account using the Services. In the event of a conflict between the terms of this SLA and the terms of the Agreement, the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.
Service Commitment
Brebo will use commercially reasonable efforts to make the Services available with a Monthly Uptime Percentage, during any monthly billing cycle, of at least 99.9% (the "Service Commitment"). In the event the Services do not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.
Service Credits
Service Credits are calculated as a percentage of the total committed fees paid by you for the applicable Services for the monthly billing cycle in which the Monthly Uptime Percentage fell within the ranges set forth in the table below:
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 99.9% but greater than or equal to 95.0% | 10% |
| Less than 95.0% but greater than or equal to 90.0% | 25% |
| Less than 90.0% | 100% |
We will apply any Service Credits only against future payments otherwise due from you. At our discretion, we may issue the Service Credits to the credit card you used to pay for the billing cycle in which the unavailability occurred. Service Credits will not entitle you to any refund or other payment from Brebo. Service Credits will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the Agreement, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide Services is the receipt of Service Credits (if eligible) in accordance with the terms of this SLA.
Credit Request and Payment Procedures
To receive Service Credits, you will need to submit a claim by contacting support@brebo.com. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:
- The words "SLA Credit Request" in the subject line;
- The billing cycle with respect to which you are claiming Service Credits, together with the Monthly Uptime Percentage for the billing cycle and the specific dates, times, and Availabilities for each 5-minute interval with less than 100% Availability throughout the billing cycle;
- Your request logs that document the errors for your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).
If the Monthly Uptime Percentage of such credit request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credits to you within one billing cycle following the month in which the credit request occurred. Your failure to provide the credit request and other information as required above will disqualify you from receiving Service Credits.
SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of Services, or any other performance issues:
- Caused by factors outside of our reasonable control, including any force majeure event, third-party service outages, or the availability of external government or healthcare data systems (such as state EVV aggregators, Medicaid portals, or clearinghouses);
- That result from any voluntary actions or inactions from you or any third party;
- That result from your failure to follow any best practices or configuration guidance described in Brebo's documentation;
- That result from your equipment, software, network connectivity, or other technology outside of Brebo's infrastructure;
- Arising from scheduled maintenance windows, of which Brebo will provide at least 48 hours advance notice where practicable; or
- Arising from our suspension or termination of your right to use Services in accordance with the Agreement
(collectively, the "SLA Exclusions"). If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.
Definitions
Availability
"Availability" is calculated for each 5-minute interval as the percentage of Requests processed by the Brebo platform that do not fail with Errors. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
Request
"Request" means any API call to the Brebo platform or any action triggered through the Brebo web application, including but not limited to loading participant records, submitting EVV visits, generating billing claims, or accessing scheduling and care plan data.
Error
An "Error" is any Request that returns an HTTP 500 or 503 status code, or that is marked as an internal server error by Brebo's platform infrastructure, excluding errors caused by SLA Exclusions.
Monthly Uptime Percentage
"Monthly Uptime Percentage" is calculated as the average of the Availability for all 5-minute intervals in a monthly billing cycle. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any SLA Exclusion.
Service Credit
A "Service Credit" is a dollar credit, calculated as set forth above, that we may credit back to an eligible account for future payment obligations.
Example
- There are 8,640 five-minute intervals in a 30-day month.
- During 864 of those intervals, you send 1,000 requests to the Brebo platform — 100 of which fail with errors.
- Each of those 864 intervals is considered 90% available (900 ÷ 1,000 = 90%).
- The remaining 7,776 intervals experience no issues and are 100% available.
- Monthly Uptime Percentage: ((864 × 0.90) + (7,776 × 1.0)) ÷ 8,640 = 99.0%
In this case, Brebo is in breach of the 99.9% Service Commitment. You would be eligible to receive a Service Credit of 10% of your monthly fees for that billing cycle, applied against a future invoice.
Questions
If you have questions about this SLA, please contact us at support@brebo.com.