ENZO HEALTH FULFILLMENT POLICY

1. Scope of Services

Software Subscriptions

• Access to the Enzo Health platform (including authorized user logins).
• Regular platform updates, feature enhancements, and new releases as described in your subscription tier.

Tech-Enabled Services

• Professional services such as Quality Assurance (QA) coding, analytics, and other healthcare-related services delivered via the Enzo Health platform.
• Onboarding support to help you get started and maximize value from our tools.

Note: The specific scope of services is outlined in your signed Service Agreement (including Exhibits A, B, and C). This Fulfillment Policy is a high-level guide to how we "deliver" those services.

2. Account Setup & Onboarding

Effective Date & Kickoff

• Services typically begin once your Service Agreement is fully executed (the "Effective Date").
• Within approximately 10 days of the Effective Date, Enzo Health will coordinate an Onboarding Kickoff Meeting to walk you through initial setup, system configurations, and user training.

User Logins & Access

• After the Kickoff Meeting, we will provide authorized user logins for the Enzo Health platform.
• Credentials are delivered via secure email or in-app invitations. Your admin user can then add or manage additional user permissions as needed.

Implementation Timeline

• The length of implementation varies depending on the services selected (e.g., QA coding vs. additional integrations).
• Most new clients can expect platform access within 1–2 business days after the Kickoff Meeting, although certain integrations may take longer.

3. Service Delivery & Maintenance

Service Availability

• Our platform is generally accessible 24/7, with the exception of scheduled maintenance or unforeseen downtimes.
• We strive to provide advance notice for any planned maintenance windows.

Updates & Feature Releases

• Enzo Health periodically releases new features or software updates.
• These updates are automatically rolled out to your account. Some updates may require user acceptance or minimal downtime; we'll notify you accordingly.

Third-Party Integrations

• If you have elected to integrate Enzo Health with third-party platforms or EHR systems, we will work with you and/or the third-party provider to facilitate these connections.
• Please note that successful integration may depend on the external provider's technical availability and cooperation.

4. Billing & Payment

Monthly Fees

• As outlined in your Service Agreement, Enzo Health typically invoices monthly. Fees are based on the services you selected (e.g., a per-record coding fee, monthly platform fee, or a combination).
• After you receive the invoice, Enzo Health will automatically debit the fee owed (via ACH or other agreed-upon payment method) no earlier than five (5) business days from the invoice date.

Renewals & Termination

• The initial term is generally 12 months unless otherwise noted in your Service Agreement.
• The Service Agreement automatically renews unless either party provides a 30-day written notice of cancellation.
• If you or Enzo Health terminate the agreement early, any refund or final invoice is handled according to the terms in the Service Agreement.

Late Payments & Fees

• Late fees may apply if a payment attempt fails or if an invoice remains unpaid beyond the stated due date.
• Refer to your Service Agreement for the specific late fee rate or penalty terms.

5. Support & Issue Resolution

Support Channels

• Standard support is available Monday–Friday, 9:00 AM to 5:00 PM Mountain Time, excluding major U.S. holidays.
• Reach us by email at support@enzo.health, or via our web contact form.

Response Times

• We strive to respond to support requests within one (1) business day. If an issue requires more time (e.g., a complex technical question), we'll keep you updated on the resolution process.

Escalation

• For critical or time-sensitive issues (e.g., service outages, urgent patient-facing impact), please mark your support request as "URGENT."
• Escalations are handled by a senior technical specialist or manager who will coordinate with you until the issue is resolved.

6. Refunds & Cancellations

Subscription Cancellations

• You can cancel future renewals by providing a 30-day written notice before the end of the current term (see Section 2 in the Service Agreement for details).

Partial Refunds

• Enzo Health generally does not provide mid-term refunds for unused subscription time.
• If you cancel due to a material breach by Enzo Health that remains uncured, you may be eligible for a prorated refund as specified in the Service Agreement.

Force Majeure or Service Interruptions

• If unforeseen circumstances (e.g., natural disasters, extended power outages) cause prolonged service interruptions, Enzo Health will assess refunds or service credits on a case-by-case basis, in alignment with the Service Agreement's force majeure provisions.

7. Legal & Contractual Alignment

Governing Terms

• This Fulfillment Policy provides a general outline for how Enzo Health delivers and maintains its software subscriptions and tech-enabled services.
• In the event of any discrepancy between this Policy and your signed Enzo Health QA Service Agreement, the Service Agreement will prevail.

Business Associate Agreement (BAA)

• If services involve handling Protected Health Information (PHI), Enzo Health will abide by the Business Associate Agreement terms in Exhibit C of the Service Agreement to ensure HIPAA compliance.

Policy Updates

• We may modify this Fulfillment Policy from time to time to reflect changes in our operational processes or legal obligations.
• Any updates will be posted to our website with a revised "Last Updated" date at the top.

8. Contact Us

If you have any questions about this Fulfillment Policy or how Enzo Health manages its software subscriptions and services, feel free to reach out:

Email: support@enzo.health

We're committed to transparent, high-quality service delivery and look forward to supporting your healthcare organization.