Service Level Objectives
This document outlines Tenovi’s objectives for providing excellent level service to our customers, healthcare providers and patients. This document was last updated on July 8, 2025.
Definitions
Business Hours
Normal Business Hours
Exceptions to Business Hours
Planned exceptions may be made by prior notification or due to operational need or natural disasters.
Uptime
High Criticality Services
Hosted services provided by Tenovi through third-party hosting that include relaying measurements from patients to Tenovi’s customers, i.e. receiving measurements from peripherals (excluding cellular network components), storing them within Tenovi’s hosted database, and allowing them to be extracted by Tenovi’s customers using Tenovi’s API into Tenovi’s customers’ systems.
Note that the communication segment from the peripheral to the patient’s Tenovi Gateway is not covered in this context as it’s under the patient’s control. The segment from Tenovi’s Gateway to the hosted system is also not covered in this context – Tenovi has partnered with a SIM provider that works with several network providers to optimize connectivity for each Tenovi Gateway, therefore Tenovi is unable to make an uptime guarantee on behalf of these network providers.
Low Criticality Services
Services within Tenovi’s control that are not High Criticality Services, such as Tenovi Dashboard, provisioning and maintaining users, manually setting up patients, etc.
Downtime
Periods in which Tenovi’s hosted services are unavailable to Tenovi’s customers. Downtime may refer to Low Criticality Services, High Criticality Services or both.
Scheduled Downtime
Downtime that occurs within time windows of maintenance announced by Tenovi at least five days in advance.
Excused Downtime
Downtime that occurs due to issues with equipment or communication within Tenovi’s customer organization, or results from cellular network outages.
Unscheduled Downtime
The amount of time in minutes of Downtime of High Criticality Services or Low Criticality Services other than Scheduled Downtime or Excused Downtime.
Baseline Uptime
The amount of time in minutes High Criticality Services or Low Criticality Services were available.
Service Availability
The ratio between Baseline Uptime and Baseline Uptime plus Unscheduled Downtime. Service availability is measured in percentage over a given period of time and may refer to High Criticality Services or Low Criticality Services.
Device Policies
Return Policy
Tenovi aligns its return policy against FDA guidelines requiring sealed packaging for medical devices. Contact Tenovi Support to initiate a return to the Tenovi warehouse.
Terms
- The device(s) must be unused and unopened.
- A return must be requested within 30 days of delivery.
- Tenovi will email you or your patient a return label.
- You will be charged for the initial delivery and return shipping charges.
- Tenovi will credit you for the cost of the device(s) when they are received and verified in good condition.
- Contact Tenovi to discuss returns for a bulk order.
Defective Products under Warranty
All Tenovi branded products purchased from Tenovi carry a 24-month warranty from the initial ship date to the patient or customer. If a device becomes defective while in use during its warranty period, it will be replaced at Tenovi’s cost.
Tenovi will ship the same device as a replacement. If that model has been discontinued, Tenovi will replace it with a new model of equal or greater cost and performance.
Tenovi will also warranty non-Tenovi branded devices until the expiration of that manufacturer’s warranty, but not to exceed 24 months from the initial ship date to the patient or customer.
Patient damage, loss or theft after delivery of devices is not covered by this warranty.
To request a replacement under warranty, create a Support Ticket. Tenovi Technical Support will review the operation of the device and may request an additional reading be taken to approve a warranty replacement. Tenovi Technical Support will report back a decision regarding a malfunctioning device:
Replaced at Tenovi’s expense
No longer under warranty
Deemed operating correctly (not defective)
A replacement device may be shipped to any address desired but will not be issued as a credit.
Delivery Exceptions
While Tenovi is not able to control carrier shipping, we provide the following policies to backstop shipping and delivery issues for packages sent from our distribution centers:
If a dropshipped package is not marked as delivered to a patient or Post Office 10 calendar days after shipping, Tenovi will ship a replacement order via Priority Shipping.
If there have been no tracking updates on an order in more than 4 days, Tenovi will also ship a replacement order via Priority Shipping.
Exceptions may be made for delivery network delays or if a new shipment won’t arrive faster than the original order.
Delivery Issue | Responsible for contacting patient and updating order | Responsible for the cost of replacement device and shipping |
|---|---|---|
Lost in Transit | Tenovi | Tenovi |
Incomplete or incorrect order, Damaged during delivery, or not working upon receipt | Tenovi | Tenovi |
Invalid or incorrect address | Client | Client |
Undeliverable / delivered to post office | Client | Client |
Return to Sender | Client | Client |
For deliveries like Return to Sender where the device will return to Tenovi, Tenovi will credit the client for the cost of the device when it is returned.
Software and API Service Availability Objective
Tenovi’s Service Availability objective is 99.9% for High Criticality Services and 99.5% for Low Criticality Services, measured annually at the end of every calendar year.
Defect Resolution
Types of Defects
Every matter potentially requiring a change in Tenovi’s hosted systems and is either reported by a customer or found internally, is categorized by its severity:
Critical Defect is a defect that prevents Tenovi’s production High Criticality Services from performing according to their specifications in Tenovi’s production environment.
Major Defect arises when a problem exists within the production environment which materially impacts a client’s business operation, although Tenovi’s system is substantially operational and no High Criticality Services are significantly affected.
Minor Defect is one affects a production environment but does not materially impact the business operation of any of Tenovi’s customers.
Improvement Request is one that is presently outside the scope of Tenovi’s services.
Types of responses and resolution objectives
Initial Response means the time it takes from a client’s initial contact (via email or phone) until Tenovi makes an initial response to the report.
Interim Resolution means the time it takes Tenovi to apply a functional resolution to the reported defect.
Final Resolution means Tenovi provides a final resolution to the issue or defect.
Defect Type | Initial Response | Interim Resolution | Final Resolution |
|---|---|---|---|
Critical Defect | 1 hour | 3 hours | 1 day |
Major Defect | 4 hours | 1 business day | 3 business days |
Minor Defect | 1 business day | 5 business days | 20 business days |
Improvement Request | 5 business days | 20 business days | None |
Communication
Tenovi maintains a communication mailing list for all of its customers, which is used to send information regarding:
Product updates and upgrades
Exceptions to Business Hours
Reports as to security breeches affecting customer data, unplanned system outages and other exception events
Product and peripheral availability
Other corporate updates.
A customer who wishes to be added to this mailing list can do so on Tenovi’s website.
Scheduled Maintenance Window
Scheduled Maintenance Window
A regular maintenance window for IT systems is established for every Sunday, from 12:00 PM EST to 10:00 PM EST.
Should this scheduled maintenance window be utilized, notification will be disseminated to all affected stakeholders by the end of the business day on the preceding Tuesday.
Emergency maintenance may be conducted outside of the defined regular maintenance window. In such instances, notification will be provided with the maximum feasible lead time, prioritizing the rapid resolution of critical issues.
Updates
Tenovi may update this document at any time. Updated version of this document will be accessible to customers on Tenovi’s website.
Customer Support
Customers Support is available via email (support@tenovi.com) or phone (714-418-5658) during business hours.
Voicemails and emails are returned within one business day.
Customer Support will attempt to contact a patient up to 3 times over 5 business days, before considering a patient unresponsive.
Tenovi will attempt to reschedule calls to accommodate a patient’s preference within business hours.
An attempt includes when a patient is reached, but declines to speak with a representative.
Clients will be responsible for additional patient outreach. Make a 3-way call into the Tenvoi Support line with an unresponsive patient for live troubleshooting help.