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Support Agreement

PharmaFAST PCS Platform Support Agreement

Last Revision: June 7, 2025

This Support Agreement applies to and is incorporated by reference into the service terms (the “SaaS Agreement”) entered into between PharmaFAST PCS CLG and the pharmacy (“Customer”). PharmaFAST may modify this Support Agreement from time to time by posting changes to its site, but will provide sixty (60) days advance notice before materially reducing support services.

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1. DEFINITIONS

  • Basic Support means the default support service as set out in Section 2.

  • Business Hours means Monday to Friday, 9:00 AM – 5:00 PM Irish Standard Time (IST).

  • Premium Support means the premium support level outlined in Section 3.

  • Immediately means within 30 minutes of a submitted request.

  • Issue means a failure of the PharmaFAST Platform to substantially conform to its expected functionality.

  • Primary Functions refer to core platform services such as booking PCS services, patient intake, consent capture, and PCS submission.

  • Secondary Functions refer to auxiliary but useful services like report generation, user access controls, calendar syncing, etc.

  • Tertiary Functions refer to UI, analytics, display elements, and non-critical navigation functions.

  • Response Time means the time between receipt of an Issue and our first technical response.

  • Support means technical assistance for platform use and issue resolution.

  • Support Level refers to the agreed tier of support (Basic or Premium).

  • Term is as defined in the SaaS Agreement.

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2. BASIC SUPPORT

2.1 Basic Support includes email/chat-based support during PharmaFAST business hours.

2.2 Support is provided via our support portal and email (office@pharmafast.co). Issues are logged and tracked by our support team.

2.3 Severity & Response Goals:

Severity / Description / Response / Time

1Critical PCS functions fail or platform is down Within 6 business hours

2Secondary functions impacted (non-critical PCS workflows) Within 2 business days

3General enquiries or issues affecting tertiary functions Within 3 business days

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3. GOLD SUPPORT

3.1 Gold Support includes all Basic Support features plus:

  • Priority case handling

  • Direct phone/email escalation

  • Faster response times

3.2 Severity & Response Goals:

Severity  / Description  /  Response /  Time

1Critical PCS functions fail or platform is down Within 30 minutes

2Secondary functions degraded Within 4 business hours

3General enquiries or tertiary function issues Within 1 business day

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4. CUSTOMER OBLIGATIONS

4.1 Support Contact
Customers must designate up to two contact persons per shift to liaise with PharmaFAST support.

4.2 Pre-Call Procedures
Before contacting PharmaFAST, Customers must:

  • Attempt to reproduce the issue

  • Assign a contact with sufficient technical knowledge

  • Ensure system and account access during support

  • Make technical personnel available if required

4.3 Remote Connection
Customer agrees to allow PharmaFAST to connect remotely for troubleshooting where required. Proper security protocols remain the Customer’s responsibility.

4.4 Updates
Platform updates may require brief staff training. PharmaFAST will provide basic guidance and resources where applicable.

4.5 Disclaimer
PharmaFAST is not responsible for issues arising from:

  • Misuse or misconfiguration of the platform

  • Use with unsupported hardware/software

  • Use at unauthorised locations

  • Failure to implement patches or updates

  • Breach of SaaS Terms

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5. CONTACT

For support or inquiries:

PharmaFAST PCS Platform
📧 Email: office@pharmafast.co
🕘 Support Hours: Monday to Friday, 9:00 AM – 5:00 PM (Irish Time)

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