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At InstaMed, we understand that delivering outstanding convenience, reliability and security is vital to your business.

InstaMed will strive to:

  • Maintain system availability 24 hours a day, 7 days a week and 365 days a year, excluding scheduled maintenance which we shall have the right to perform by providing reasonable advance notice to customer (InstaMed records a system availability of greater than 99.9%)
  • Perform daily backups of data to secure, geographically separate AWS storage services (such as Amazon S3 with cross-region replication), and ensure disaster recovery by leveraging multiple AWS availability zones for redundancy and high availability
  • Provide average transaction processing time of 10 seconds or less for 90% of real-time healthcare transactions and payment transactions, excluding scheduled maintenance
  • Offer live customer service support from 7:00 AM ET to 9:00 PM ET on InstaMed business days via phone, email and web
  • Respond to expedited issues reported as an urgent voicemail within 1 hour at least 90% of the time during non-business hours
  • Resolve issues of all severity levels (excluding third-party actions) 90% of the time or offer a workaround
    • Issues are categorized and acted upon as follows:
      • Expedited Severity Issues – outages that impact multiple users/sites: if unresolved, a workaround will be offered within 1 business day of contact
      • High Severity Issues – issues that materially interfere with customer’s ability to process data: if unresolved, a workaround will be offered within 2 business days of contact
      • Medium Severity Issues – issues in which the system is operable or a workaround is available until a solution can be deployed: if unresolved, a workaround will be offered within 4 business days of contact
      • Low Severity Issues – issues in which the system is operable, an existing workaround is in effect or a software fix/enhancement has been requested for a future software release: if unresolved, a workaround will be offered within 6 business days of contact