Fulfillment Policy

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.

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.

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.

Monthly Fees

• As outlined in your Service Agreement, Enzo Health typically invoices monthly.

Renewals & Termination

• The initial term is generally 12 months unless otherwise noted in your 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.

Support Channels

• Standard support is available Monday–Friday, 9:00 AM to 5:00 PM Mountain Time, excluding major U.S. holidays.

Response Times

• We strive to respond to support requests within one (1) business day.

Escalation

• For critical or time-sensitive issues, please mark your support request as "URGENT."

Subscription Cancellations

• You can cancel future renewals by providing a 30-day written notice before the end of the current term.

Partial Refunds

• Enzo Health generally does not provide mid-term refunds for unused subscription time.

Governing Terms

• This Fulfillment Policy provides a general outline for how Enzo Health delivers and maintains its software subscriptions and tech-enabled services.

Policy Updates

• We may modify this Fulfillment Policy from time to time to reflect changes in our operational processes or legal obligations.