B2B SaaS Agreement & SLA
Effective Date: September 2026 • Registered in Tamil Nadu, India • Enterprise Service Commitments
1Master B2B Agreement Structure & Scope
Enterprise Contractual Parties:
This Master B2B SaaS Agreement ("Agreement") is entered into between Qamiroo("Provider", "we", or "us") and the subscribing healthcare organization, hospital network, audiology practice, or speech-language therapy center ("Customer" or "Enterprise").
This Agreement governs the provision of Qamiroo's cloud clinical operating system, multi-branch ERP, Pure Tone Audiometry (PTA) recording modules, hearing aid dispensation logs, speech therapy documentation, and automated billing software.
2Subscription Licensing & Multi-Branch Allocations
Subject to timely payment of subscription fees, Qamiroo grants the Customer a non-exclusive, non-transferable, worldwide commercial license to access and use the platform across its registered branches and staff users according to the active plan tier:
1 Authorized Clinic Branch • Up to 3 Included Staff Seats • Single-branch stock ledger.
Up to 5 Branches • Up to 15 Included Staff Seats • Inter-branch transfer tracking.
15+ Branches • 50+ Staff Seats • Custom SLA • Dedicated compute partitions.
3Service Level Agreement (SLA) & 99.9% Uptime Commitment
99.9% Target Monthly Uptime:
Qamiroo commits to maintaining a minimum 99.9% System Uptime during every calendar month, calculated as total minutes in the month minus total unexcused downtime minutes, divided by total minutes.
Scheduled Maintenance Windows:
Routine updates and infrastructure maintenance are scheduled exclusively during off-peak hours on Sundays between 01:00 AM and 04:00 AM IST. Customers will receive at least 24 hours advance notification via dashboard banners and email.
| Monthly Uptime Percentage | Service Credit Remedy |
|---|---|
| 99.0% – 99.89% | 5% credit of monthly subscription fee |
| 95.0% – 98.99% | 15% credit of monthly subscription fee |
| < 95.0% | 30% credit of monthly subscription fee |
4Technical Support Severity Matrix & Response Times
Technical support is provided via email at [email protected]. Support tickets are categorized into structured severity tiers:
| Severity Level | Definition & Impact | Initial Response Target | Support Hours |
|---|---|---|---|
| Severity 1 (Critical) | Complete platform outage; multiple clinics unable to access patient records. | < 2 Hours | 24/7 / 365 |
| Severity 2 (Major) | Core module degraded (e.g. PTA audiogram graph failing or Invoicing disabled). | < 4 Hours | 09:00 – 20:00 IST |
| Severity 3 (Minor) | Non-critical defect with existing workaround; UI cosmetic alignment issue. | < 24 Hours | Standard Business Days |
| Severity 4 (Inquiry) | General operational questions, user guidance, or configuration assistance. | < 48 Hours | Standard Business Days |
5Customer Clinical Data Ownership & Portability
100% Customer Data Ownership:
The Customer retains all right, title, and interest in and to all clinical patient records, Pure Tone Audiometry measurements, speech evaluation notes, inventory data, and invoices. Qamiroo claims zero ownership over Customer Clinical Data.
The Customer has the unconditional right to export complete clinical databases in standard open formats (CSV, JSON, PDF) at any time during the active subscription term.
6Automated Daily Backups & Disaster Recovery
PostgreSQL database state is automatically backed up continuously with Point-in-Time Recovery (PITR) enabling rollback in disaster scenarios.
Uploaded clinical charts and attachments are stored across multi-region encrypted Cloudflare R2 object storage with 99.999999999% data durability.
7Mutual Confidentiality & Non-Disclosure
Both parties agree to protect and treat all non-public technical, clinical, operational, and commercial information ("Confidential Information") with the highest standard of reasonable care. Qamiroo covenants never to disclose, market, monetize, or use Customer patient health information for any purpose other than providing SaaS services hereunder.
8Warranties, Indemnification & Liability Capping
Provider IP Warranty: Qamiroo warrants that the software platform does not infringe upon any third-party intellectual property or patent rights and agrees to defend and indemnify the Customer against any third-party IP infringement claims.
Mutual Liability Cap:In no event shall either party's total aggregate liability arising out of or related to this Agreement exceed the total subscription fees paid by Customer to Qamiroo in the twelve (12) months preceding the incident.
9Governing Law & Tamil Nadu Jurisdiction
This B2B SaaS Agreement shall be governed by, construed, and enforced in accordance with the substantive laws of India. The parties irrevocably consent to the exclusive jurisdiction of the competent civil courts situated in Tamil Nadu, India.
Enterprise Support & SLA Inquiries
For custom enterprise SLA agreements, multi-hospital network deployment, or contractual execution: