SOW Summary
| Vendor | PulseConnect, Inc. — HIPAA-compliant video visit SDK |
| Contract Type | Annual SaaS license + support SLA, auto-renewing |
| Annual Cost | $210,000 (covers SDK license, support tier, and a screen-share entitlement add-on approved during Sprint 3 refinement) |
| BAA Status | Executed during vendor selection (pre-program) — confirmed in force by T. Brannigan at Program Kickoff |
| Support SLA | 4-hour response for P1 issues, 1-business-day for P2/P3, 99.9% uptime commitment |
| Technical Point of Contact | A. Singh (ACME) / PulseConnect Solutions Engineer (assigned account team) |
| Contract Owner | C. Tyrrell (program-level) / W. Donnelly-equivalent procurement function at ACME Health |
Performance Scorecard — Program Duration
| SLA Metric | Target | Actual | Status |
|---|---|---|---|
| P1 support response time | ≤ 4 hours | 2.1 hrs avg (1 P1 raised, Sprint 3) | Met |
| Uptime | ≥ 99.9% | 99.94% | Met |
| Screen-share entitlement configuration turnaround | Within 5 business days of request | 7 business days | Watch |
| BAA / compliance documentation currency | Current at all times | Current — reconfirmed at Sprint 5 and Sprint 8 checkpoints | Met |
Overall vendor performance: Strong. The one miss (screen-share entitlement turnaround) contributed to the Sprint 3 re-estimation of MCM-123 (see Backlog Refinement Notes and RAIDD Log R-02) but did not affect the program schedule. Noted for the annual renewal conversation as a service-level item to discuss.
Renewal Recommendation
Recommend renewal at current terms. The single SLA miss was minor and non-recurring; overall reliability (uptime, P1 response) exceeded targets throughout the program, including through the Release 1 and Release 2 launch windows where video visit reliability mattered most.