Service Level Agreement (SLA)

Last updated: December 1st, 2025

High-volume spay/neuter clinics depend on Clinic HQ every single day. It’s the heartbeat of their scheduling, patient tracking, and surgery flow, where every minute matters and every animal counts. That’s why we commit to keeping Clinic HQ reliable, fast, and ready when you need it.

Our uptime commitment

Clinic HQ will use commercially reasonable efforts to make the Service available at least 99.8% of each calendar month (“Uptime Target”). This Uptime Target is a goal rather than a guarantee.

What is “uptime”?

“Uptime” refers to the period of time when Clinic HQ is available to log in and perform core functions.

How do I find Clinic HQ’s uptime?

You can see real-time and historical uptime on our public status page.

What’s excluded from uptime?

Our uptime calculation and communication exclude unavailability caused by:

  • Cloud provider and network issues outside our reasonable control, including outages or degradation affecting third-party cloud platforms, content delivery networks, hosting environments, DNS providers, networking infrastructure, or other managed services
  • Internet or connectivity problems beyond Clinic HQ’s network boundary
  • Issues caused by your systems, configuration, or third parties acting on your behalf
  • Suspension or termination of your access under our Terms of Service.
  • Planned maintenance windows
  • Urgent security or stability updates required to protect the Service or customer data
  • Force majeure events (e.g., large-scale Internet outages, natural disasters, significant attacks on cloud providers)

How do we track uptime?

We measure uptime using monitoring tools (ping checks, web checks, server health metrics, and error rates), along with our internal logs. Our status page at status.clinichq.com is the reference for availability information.

No credits, just care

This SLA describes our operational goals, but does not provide service credits, refunds, or other financial remedies if the Uptime Target is not met. Instead, we pour everything into preventing issues and fixing them fast when they happen.

Your sole remedy for dissatisfaction with the Service is to discontinue use of the Service in accordance with our Terms of Service.

If the service ever feels unreliable to you, reach out. We’ll jump in with extra support, priority fixes, or whatever it takes to make things right.

Maintenance

We may perform planned maintenance from time to time and will aim to give at least 5 days’ notice, for example via an in-app message or email.

We may also apply necessary security or urgent application updates at any time without notice if required to protect the Service or your data.

Will this change in the future?

We may update this SLA occasionally. If we make a significant change, we’ll notify the account owner or place a prominent notice on our website.

What if I have questions about this SLA?

Got questions about this SLA? Email us at support@clinichq.com and we’ll be happy to help.

Thank you for choosing Clinic HQ. We are committed to earning your trust every day.

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