Trella Health Service Level and Disaster Recovery Targets

1. Purpose

This document describes service level targets with respect to Marketscape provided by Trella Health pursuant to Trella Health’s Master Services Agreement (MSA). The targets cover all aspects of customer service and your experience dealing with Trella Health. To the extent of any inconsistency between the terms in this document and the terms set out in the MSA, the terms in the MSA prevail.

2. Scope of Services

For the avoidance of doubt, the targets cover Marketscape including:

Marketscape Insights

A web and mobile analytics SaaS offering for identifying referral targets using unparalleled market data to cultivate relationships with actionable insights. Market data is sourced from a variety of sources including but not limited to CMS (Centers for Medicare and Medicaid Services) as well as claims purchased from open (clearinghouses) and closed (private payers) sources.

Marketscape Strategy

Marketscape Strategy provides unparalleled visibility into physician-level performance metrics across provider types, so you can evaluate risk before you take it on, optimize relationships, and thrive in today’s value-based care landscape.

Marketscape CRM

A web and mobile transactional SaaS offering for tracking sales productivity and managing referral sources. The CRM can be optionally integrated with market data from Marketscape Insights and customer EHR data from Marketscape Connect.

Marketscape Connect

A suite of API and batch integration services allowing customer connectivity to the Marketscape platform including:

• EHR Integration - integrate your EHR systems to ingest a subset of EHR data to make it available within Marketscape CRM. Integrations can be either batch files or API depending on what the target EHR can support and requirement of the customer.

• Business Intelligence Feeds - integrate your analytical systems (e.g. data warehouse) to download all market data or CRM data in batch.

• Data API - integrate your transactional systems (e.g. CRM) to retrieve market data in real-time for one provider NPI at a time.

• User API - integrate your enterprise identity provider (IdP) with the User API to automate user access provisioning (create, delete, update users).

• SSO (Single Sign-on) - integrate your enterprise identity provider (IdP) allowing your users to login to Marketscape using their existing corporate credentials.

3. Contacting Trella Health

Customer Support: 850-204-5073

Email: support@trellahealth.com

4. SLA Service Schedule

** if there is a planned maintenance it would occur within these windows. Upgrades to services typically occur no less than once a month. Often, planned upgrades occur throughout business hours without interruption to service. Maintenance performed within the planned maintenance window is not communicated to the customer. If planned maintenance cannot be performed within the planned maintenance window (e.g. over a weekend), such maintenance will include apriori customer communication.

Service Availability is the percentage of time that Marketscape is available to you for the relevant Month. The Service Availability is calculated by taking the (Total Hours for the Month minus Downtime) divided by the Total Hours for the Month. Total Hours for the Month excludes planned maintenance. Downtime starts when the outage is recorded by Trella Health’s designated Customer Support staff after customer notifies Trella Health Customer Support and ends when Trella Health determines that the period of unavailability of Marketscape has ended.

5. Disaster Recovery

Marketscape services are intended to be operational 24 hours a day, 7 days a week excluding planned maintenance.  In the event of an emergency or any condition resulting in system malfunction or the inability of the customer to access data through the web or mobile assets, the Trella Health team will meet or exceed the following plan objectives.

• To minimize interruptions to normal operations and provide for smooth and rapid restoration of service. 

• To limit the impact of emergency disruptions and limit data loss or damage. 

• To train internal staff in maintaining system availability and carrying out emergency recovery procedures. 

Marketscape is hosted in a third party Cloud Service Provider (CSP); Amazon Web Services and Snowflake. Each CSP maintains a shared responsibility model with Trella Health where the CSP is responsible for availability and disaster recovery of their services and Trella Health is responsible for availability and disaster recovery of the applications running within the CSP.

The following service level targets are defined:

In accordance with Trella Health’s Business Continuity and Disaster Recovery Policy, Trella Health performs recovery testing at least annually. Recovery testing of a full data restore is performed quarterly for Marketscape Insights and weekly for Marketscape CRM and Connect.