This Service Level Agreement (SLA) outlines the scope, responsibilities, and expectations for CooloCare’s in-person care check services. By engaging CooloCare for in-person care checks, the client agrees to the terms specified in this SLA.

1. Scope of Services

1.1. Service Description:
CooloCare provides non-medical in-person care checks to assess the well-being of loved ones.

This includes:

• Checking the environment and hygiene.
• Verifying access to food and water.
• Observing the overall state of the individual, including emotional and physical appearance.
• Ensuring the individual has seen their nurse or healthcare provider, if applicable.

 

1.2. Service Limitations:

• CooloCare does not provide medical consultations, diagnoses, or treatments.
• In case of emergencies or medical concerns, the responsible party will be notified immediately.

 

2. Service Availability

2.1. Operating Hours:
In-person checks are conducted between 7 AM – 11 PM, Monday through Sunday.

2.2. Response Time for Scheduling:
Appointments must be scheduled at least 48 hours in advance. Emergency or same-day requests may be accommodated at CooloCare’s discretion and may incur additional charges.

2.3. Visit Frequency:

• Clients may select from packages offering 3 or 5 visits per week.
• Visits will occur on mutually agreed days and times morning, afternoon and evening, which can be adjusted with at least 24 hours notice.

 

3. Performance Standards

3.1. Check-In Protocol:

• A designated CooloCare representative will conduct the visit according to an established checklist.
• Observations will be documented comprehensively and shared with the responsible party on a weekly or bi-weekly basis, as per the service agreement.

3.2. Documentation and Reporting:

• Reports will include findings related to the individual’s state, environment, and care needs.
• Reports will be delivered via secure email to the designated responsible party.

3.3. Compliance with Regulations:

• All data will be handled in accordance with HIPAA guidelines to ensure confidentiality and security.

 

4. Client Responsibilities

4.1. Accurate Information:

• Provide accurate and up-to-date information about the individual receiving care.
• Notify CooloCare of any changes to the individual’s condition, care requirements, or contact details.

4.2. Access and Safety:

• Ensure CooloCare staff have safe and unobstructed access to the individual’s location.
• Inform CooloCare of any potential risks at the location (e.g., pets, restricted areas).

4.3. Communication:

• Respond promptly to inquiries related to scheduling, care updates, or concerns raised during visits.

 

5. CooloCare Responsibilities

5.1. Service Delivery: CooloCare will:

• Perform scheduled visits on time and with professionalism.
• Document findings accurately and share reports as agreed.
• Maintain client confidentiality and adhere to industry standards.

5.2. Notification of Issues:

CooloCare will notify the responsible party immediately if:

• There are concerns regarding the individual’s well-being.
• Any issues arise during a visit that require attention or action.

 

6. Escalation and Resolution

6.1. Service Issues:
If the client identifies any concerns with service quality or delivery, they must notify CooloCare within 24 hours of the issue.

6.2. Resolution Timeline:
CooloCare will address and resolve reported issues within  2 business
days.

6.3. Refunds or Credits:
In cases of service failure attributable to CooloCare, a refund or credit may be issued at CooloCare’s discretion.

 

7. Termination of Services

7.1. Termination by Client:
Clients may terminate services with 14 days written notice.

7.2. Termination by CooloCare:

CooloCare reserves the right to terminate services immediately if:

• There is a breach of the SLA by the client.
• Unsafe conditions for staff are identified.

 

8. Acknowledgment and Agreement

By signing this SLA, the client acknowledges and agrees to the terms outlined above. This SLA is binding upon CooloCare and the responsible party, ensuring clarity and accountability in the delivery of in-person care check services.