Maintenance & Support

1. Scope of Maintenance & Support

Genzeon will provide maintenance and support services (“Support Services”) for the hosted Patient Engagement Solution (“Solution”) deployed in Genzeon’s Azure environment. These services include:

• 24×7 remote technical support
• Incident response and remediation
• Application updates, upgrades, and patches
• Hosted system monitoring and maintenance
• System performance optimization
• Security compliance and uptime assurance

No on-premise support, hardware replacement, or site-based services are included.

2. Support Tiers and Definitions

2.1 Severity Levels

Severity 1 – Critical Impact
Solution is unavailable or functions are severely degraded with no workaround.
Response within 1 hour, work continues 24×7 until resolved or workaround provided.

Severity 2 – High Impact
Major feature(s) impaired but core functions remain operational.
Response within 4 hours, resolution/workaround during business hours unless escalated.

Severity 3 – Medium Impact
Non-critical issue or performance degradation with available workaround.
Response within 1 business day.

Severity 4 – Low Impact / Requests
General questions, enhancements, usability requests, configuration assistance.
Response within 2 business days.

3. Support Access & Availability

Support is delivered remotely only via:

• Secure web-based support portal
• Email support
• Genzeon support phone line
• Incident ticketing system

Availability:

• 24×7×365 for Severity 1 incidents
• Weekdays 8am–6pm (customer local time) for other severities
• Optional after-hours coverage for non-critical issues may be added by amendment

4. Updates, Upgrades & Patches

Genzeon will:

• Provide updates, minor enhancements, and bug fixes as released
• Apply critical security patches proactively
• Schedule major upgrades with customer notification
• Ensure backward compatibility where feasible
• Maintain version documentation and release notes

Customer will:

• Participate in UAT when applicable
• Approve scheduled maintenance windows if downtime is expected

5. Hosting & Infrastructure (Azure)

Genzeon is responsible for:

• Azure cloud hosting and compute resources
• Security hardening and access control
• OS and middleware patching
• Backup and recovery for hosted workloads
• Scalability and performance monitoring
• Disaster recovery and high availability (details by SLA)

No on-premise devices, appliances, or customer hardware are covered or required.

6. Security & Compliance

Genzeon will maintain:

• HIPAA-compliant hosting environment
• Encryption in transit and at rest
• Identity and access controls
• Logging, monitoring, and alerting
• Incident response protocols

Customer is responsible for:

• End-user device security
• Role-based access requests
• Compliance with its internal access policies
• Network connectivity from its environment to the hosted solution

7. Customer Responsibilities

Customer shall:

• Designate up to 5 authorized support contacts (“Named Contacts”)
• Provide access or API credentials to dependent systems (e.g., EHR, telephony, CRM)
• Maintain internal authentication and identity services as applicable
• Respond to vendor queries in troubleshooting scenarios
• Provide necessary approvals for deployments and change windows
• Inform Genzeon of planned system changes that may affect integration

8. Exclusions

The following are not covered under maintenance and support:

• On-site support or travel
• Customer-owned hardware or networks
• End-user devices or peripherals
• Non-standard third-party software not hosted by Genzeon
• Major re-architecting, custom development, or integrations beyond defined scope
• Data recovery due to customer-side negligence or network failures

Such services may be provided separately under a professional services agreement.

9. Planned Maintenance Windows

Genzeon will:

• Coordinate planned maintenance requiring downtime
• Provide at least 5 business days’ notice for non-critical changes
• Perform urgent security maintenance during low-utilization windows with 24-hour notice
• Aim to minimize downtime and schedule outside business hours when possible

10. Term and Reinstatement

Maintenance services are effective for the duration of the hosting subscription.
If lapsed and later reinstated, customer may be subject to:

• Fees covering the gap period
• Costs for updates or remediation to align with the current platform version

11. Escalation & Collaboration Protocol

If an issue cannot be resolved at first level:

1. Tier 1 Support – Incident intake and initial triage
2. Tier 2 Engineers – Application-level remediation
3. Tier 3 / DevOps – Azure infrastructure or integration fixes
4. Executive escalation if timelines or impact require leadership involvement

Genzeon may collaborate directly with approved third-party vendors when required.

12. Termination of Support

Support terminates upon:

• End of subscription term
• Customer default or non-payment
• Migration off Genzeon’s Azure tenant

Any requested transition assistance will be handled via a separate services agreement.