Service Level Agreement (SLA) for Embedded Insurance Services

Implementation Support

  • Objective: Provide assistance during the implementation process to ensure a smooth integration of Vertical Insure’s technology within the Company’s platform.
  • Responsibilities:
    • Company will be assigned a dedicated implementation team.
    • Regular progress meetings will be scheduled to address any issues and provide guidance.
    • An efficient communication channel between teams will be established – preferably Slack.
    • Company will be provided necessary documentation and resources to facilitate the integration process.
  • Response Time:
    • Company can expect a response time of <24 hours for any inquiries with Vertical Insure’s implementation team.

General Support for Insurance Customers

  • Objective: Ensure timely and effective support for policy and certificate holders with general inquiries.
  • Responsibilities:
    • Customers will receive a comprehensive email message from Vertical Insure post-purchase including coverage details, directions for submitting a claim, access to frequently asked questions, and how to engage support resources.
  • Response Time:
    • Vertical Insure commits to an average response to customers’ general support inquiries within 1 business day.

Claims Process

  • Objective: Efficient claims process for policy and certificate holders.
  • Response Time:
    • Customer can expect acknowledgement of a submitted claim within 2 business days. Acknowledgement will be in the form of receiving a claim confirmation email and/or claim ID.
    • Claims resolution times will vary based on the carrier of the insurance product and accuracy of the information provided by the customer in the claims submission.

API Stability and Uptime

  • Objective: Ensure the stability and reliability of the Vertical Insure API.
  • API Uptime:
    • Vertical Insure’s API Availability Percentage is ninety-nine and nine-tenths percent (99.9%)
    • Scheduled maintenance will be communicated to the Company in advance.
  • Exclusions
    • Customer’s failure to implement in accordance with Vertical Insure’s recommendations for use of the Service — though, upon being notified of such a case, Vertical Insure will endeavor to help Customer address the failure (e.g., with additional recommendations)
    • Customer or User equipment
    • Third party acts, or services and/or systems not provided by or on behalf of Vertical Insure.
    • Force Majeure Events — i.e., any cause beyond such party’s reasonable control, including but not limited to acts of God, labor disputes or other industrial disturbances, systemic electrical, telecommunications, or other utility failures, earthquake, storms or other elements of nature, blockages, embargoes, riots, public health emergencies (including pandemics and epidemics), acts or orders of government, acts of terrorism, or war.