RxChatBox LLC – Statement of Work (Pharmacies & Clinician Offices)

(“SOW”)

1. Introduction

This Statement of Work (“SOW”) is entered into under, and incorporating by this reference, the Order Form, the Service Level Agreement (SLA) and the RXChatbox Terms of Service and all Exhibits, Schedules, Addenda, and Attachments, and Amendments thereto (hereinafter referred to as the “Agreement”) between RXChatbox and Customer. Capitalized terms not otherwise defined in this SOW or generally understood in the industry shall have the meanings afforded them in the Terms of Service. This SOW shall be effective on the Effective Date.

2. Scope of Services

RxChatBox will provide implementation and onboarding services for the RxChatBox platform, tailored for pharmacy and clinical workflows.

The Project Schedule will outline the specific tasks, timelines, milestones, and responsibilities of each party.

Included Scope

RxChatBox will provide:

  • Workflow and needs assessment
  • Platform configuration for pharmacy or clinic use
  • Staff onboarding and training sessions
  • Custom messaging workflow setup (e.g., refill questions, prescriber messaging, follow-up messaging)
  • Optional integrations with commonly used systems (eRx systems, pharmacy platforms, VoIP providers) where documented interfaces exist
  • Launch and activation support

Out of Scope

Not included unless specifically documented in the Project Schedule:

  • Custom software development
  • Integration with any third-party system not listed in the Project Schedule
  • Data migration
  • Hardware procurement
  • Network troubleshooting, WiFi, ISP, or device issues

Any service not explicitly listed here or in the Project Schedule is out of scope.

3. Customer Responsibilities

Customer shall:

  • Designate one (1) project lead as the single point of contact
  • Provide timely access to necessary staff, systems, and decision-makers
  • Ensure team availability for training sessions
  • Complete Customer tasks listed in the Project Schedule on time
  • Provide all required technical access for any selected integrations
  • Maintain functional devices, networks, and third-party systems

Delays caused by Customer may require timeline changes and additional fees.

4. RxChatBox Responsibilities

RxChatBox will:

  • Assign a customer success manager or onboarding specialist
  • Deliver all services described in this SOW and in the Project Schedule
  • Provide integration documentation for supported interfaces
  • Communicate project status and escalation points
  • Notify Customer of any issues impacting timeline or scope

5. Fees

Customer agrees to pay:

  • The monthly per-site subscription fee listed in the Order Form
  • Any Professional Services fees listed in the Order Form
  • Any approved out-of-scope fees, billed at RxChatBox’s then-current rates

Fees begin on the Service Start Date, regardless of Customer delays.

6. Travel

If onsite work is requested and approved in writing, Customer will reimburse RxChatBox for reasonable travel expenses including transportation, lodging, and meals.

7. Change Requests

Any changes to this SOW or the Project Schedule must be documented using RxChatBox’s Project Change Request (PCR) form and signed by both parties. No change request is effective without written approval.

8. Acceptance of Deliverables

If acceptance steps are defined in the Project Schedule, Customer must follow them.

If no acceptance steps are defined, all deliverables are deemed accepted upon delivery.

9. Project Commencement

Work begins on a mutually agreed start date during normal business hours.

If Customer does not schedule or allow the project to begin within three (3) months of the Effective Date, the project is deemed canceled by Customer and all associated fees remain due.

10. Suspension and Cancellation

10.1 On-Hold Status

RxChatBox may place the project on hold if Customer does not complete required tasks on time.

10.2 Suspension

If On-Hold status lasts 30 consecutive days, RxChatBox may suspend the project.

If suspension lasts 90 days, the project is deemed canceled by Customer.

10.3 Resumption

Customer must provide written confirmation of readiness to resume. Upon resumption:

  • Timelines may change
  • Original staff may not be available
  • Additional fees may apply

10.4 Customer Liability

Customer remains responsible for all fees in the Agreement and any additional costs resulting from delay, suspension, or cancellation.

11. Assumptions

  • Customer maintains a stable network, devices, and third-party systems.
  • RxChatBox is not responsible for issues caused by Customer systems or third-party services.
  • Third-party coordination and testing are Customer responsibilities.
  • All services are provided in English and during standard business hours.
  • Any accelerated, after-hours, or additional work requires a PCR and may incur extra costs.

RxChatBox LLC – Service Level Agreement (SLA)

1. Overview

This Statement of Work (“SOW”) is entered into under, and incorporating by this reference, the Order Form, the Service Level Agreement (SLA) and the RXChatbox Terms of Service and all Exhibits, Schedules, Addenda, and Attachments, and Amendments thereto (hereinafter referred to as the “Agreement”) between RXChatbox and Customer. Capitalized terms not otherwise defined in this SOW or generally understood in the industry shall have the meanings afforded them in the Terms of Service. This SOW shall be effective on the Effective Date.

2. Uptime Commitment

RxChatBox will use commercially reasonable efforts to maintain 99.5% uptime, measured monthly, excluding:

  • Scheduled maintenance
  • Emergency maintenance
  • Issues caused by Customer systems, devices, networks, or third-party vendors
  • Force majeure events

If uptime falls below 99.5% in a calendar month, Customer is eligible for a service credit of 5% of that month’s subscription fee, capped at one (1) credit per month.

Service credits are the Customer’s exclusive remedy for uptime-related issues.

3. Support Services

3.1 Support Hours

  • Monday–Saturday, 8:00 a.m. to 6:00 p.m. Eastern
  • Excluding federal holidays

Support is provided via:

  • Email
  • Phone (for High-Criticality issues)
  • In-app support (if enabled)

3.2 Response Time Targets

High (Service Impacting)

Platform unavailable or critical functions failing.

Response: within 4 hours (during support hours)

Medium (Workflow Degrading)

Significant feature impaired with workaround available.

Response: within 1 business day

Low (Minor Issues / Questions)

General questions, training, non-urgent requests.

Response: within 2 business days

4. Scheduled Maintenance

RxChatBox may perform scheduled maintenance with at least 24 hours’ notice when possible. Maintenance windows will be planned to minimize impact on pharmacy operations.

Emergency maintenance may occur without notice if required to maintain service integrity.

5. Exclusions

This SLA does not apply to:

  • Customer device failures
  • Customer network or ISP issues
  • Third-party platform outages
  • Errors arising from unauthorized system modification
  • Customer misuse or misconfiguration
  • Integrations managed by Customer or third-party vendors

6. Customer Obligations

SLA performance depends on Customer maintaining:

  • Reliable internet and network performance
  • Updated devices
  • Properly configured third-party systems
  • Compliance with RxChatBox security guidelines

Failure to meet these obligations may void SLA commitments.

7. Remedies

Service credits are the sole and exclusive remedy for SLA failures and do not refund or cancel fees.