QuickNotes — Free Trial SLA (Preliminary)

3 min readOct 15, 2025

Effective Date: October 15, 2025

Company: Cronic Care, Inc., d/b/a “Cronic Care” (“Cronic Care,” “we,” “us,” “our”)
Service: QuickNotes (clinical note generation and EMR workflow enablement)
Contact: privacy@cronic.care · +1–408–600–1412 · 6203 San Ignacio Avenue, San Jose, CA 95119, USA
Website: https://cronic.care

Version: 0.1
Applies to: QuickNotes Free Trial only (e.g., 5 notes per provider, as posted at signup).
Nature: This SLA defines service targets and support for the Free Trial. It does not modify the Terms of Use or BAA; if there’s a conflict, the BAA (for PHI) and Terms control.

1) Scope of the Free Trial

Usage limit: Up to 5 physician-patient visit notes per provider (or as shown at signup/website).
What’s included:
Medical transcription & preliminary note generation
Medical dictionary/terminology normalization
ICD-10 supporting cues for billing accuracy (informational)
Delivery of QuickNotes to clinic email inbox
Real-time usage alerts & knowledgebase access
Standard-hours email/chatbot support
BAA available (required for PHI)
Setup fee: $0
What’s not included (trial): Service credits, guaranteed EMR write-back, custom development, or advanced SLAs available on paid plans.

2) Availability & Performance Targets (Best-Effort)

Target Monthly Uptime: 99.5% (best-effort; no credits in trial).
Note draft latency: 90% of standard visits produce a draft within 10 minutes of upload/stop-record (network/queue dependent).
Email delivery: Hand-off to email provider typically within 2 minutes of note generation (recipient servers may add delay).

3) Support & Response Targets (Trial)

Support Hours: Mon–Fri, 9:00–6:00 PT (US), excluding major holidays.
Channels: support@cronic.care
Have a question? Chat with us on our website — click the chat bubble at the bottom-right.

4) Data Protection, PHI & BAA

Non-PHI by default: Trial use is non-PHI unless a BAA is fully executed.
With a BAA: PHI may be processed per clinic policy; HIPAA safeguards and BAA terms apply (minimum necessary, access controls, breach notice).
Security: Encryption in transit/at rest, least-privilege access, audit logging.
Privacy: Handled per our Privacy Policy; de-identified data may be used to improve service.

5) Trial Quota, Pausing & Conversion

Usage meter: Progress visible in product.
At 100%: Access pauses automatically.
Conversion: Upgrade to a prepaid plan any time; quota resets per chosen plan. Pricing and any taxes appear at checkout (via Stripe).

6) EMR Integrations

Trial delivery: Not Available
Custom EMR integration: Not Available

7) SLA Exclusions (Trial)

This SLA does not apply to issues caused by: customer networks/devices/browsers, third-party EMR/API outages or throttling, recipient email filtering, force majeure, use beyond quota (100%), unpaid/past-due accounts, beta features, or misconfiguration/incorrect identifiers (e.g., clinic ID, email).

8) Remedies (Trial)

No service credits during the Free Trial.
We will use commercially reasonable efforts to restore service and provide workarounds. Persistent issues may qualify you for an extended trial or early conversion options at our discretion.

9) Changes to this Free-Trial SLA

We may update this SLA; material changes will be posted in-product or emailed to the trial admin. Continued use after the effective date indicates acceptance.

During the Free Trial, QuickNotes targets 99.5% availability with standard-hours support; usage pauses at 100% of trial quota. PHI requires a signed BAA.

Support: support@cronic.care · +1–408–600–1412
Privacy/Security: privacy@cronic.care