Last updated August 16, 2026
The Service Level Agreement (“SLA”) is set to define service standards, responsibilities, communication, performance commitments and service management procedures for ZechionMed service to their healthcare-provider and business clients.
This SLA is for medical billing, medical coding, revenue cycle management (RCM), claims management, denial management, payment posting, accounts receivable, credentialing support and other medical administrative services.
This SLA is to be read in conjunction with the relevant Master Services Agreement (“MSA”), Service Agreement, Statement of Work (“SOW”), Business Associate Agreement (“BAA”), Terms & Conditions and Data Security & Privacy Policy, and other relevant contractual documents.
Important: This SLA defines service targets and service commitments. It is not a guarantee of reimbursement, claim approval, payment date, patient payment or outcomes beyond the party's control, including those of Medicare, Medicaid, commercial payers, clearinghouses, health care providers, patients, and government agencies.
The purpose of this SLA is to establish clear expectations regarding:
ZechionMed uses these standards to provide consistent, measurable, and accountable healthcare revenue cycle support.
The specific services covered by this SLA depend on the Client's executed agreement and selected service package.
Services may include:
Where included in the Client's agreement:
Unless a different SLA is stated in the applicable SOW or Client agreement, ZechionMed will use the following standard service targets.
These are operational targets, not guarantees, where performance depends on Client information, payer systems, clearinghouses, government agencies, third parties, or circumstances outside ZechionMed's reasonable control.
Unless otherwise stated in the Client's agreement:
Standard Business Hours: Monday–Friday 8:00 AM–6:00 PM Eastern Time (ET) excluding applicable U.S. federal holidays.
Client-specific operating hours may be established in the applicable SOW.
Certain monitoring, security, system, or automated processes may operate outside standard business hours.
ZechionMed will make reasonable efforts to maintain availability of its contracted service operations and communication channels.
For technology-dependent services, availability may depend on:
ZechionMed does not guarantee uninterrupted availability of third-party systems.
The onboarding process may include:
The onboarding timeline depends on the complexity of the Client's organization and the timely provision of required information and access.
ZechionMed's service performance depends on receiving complete and accurate information.
Clients may be required to provide:
Delays caused by missing or inaccurate Client information may affect applicable service targets.
Where medical coding services are included, ZechionMed will process documentation according to the Client's agreed workflow.
Coding may include review of:
ZechionMed will not knowingly assign codes unsupported by available documentation.
For billing services, ZechionMed will use reasonable efforts to process complete billing information within the agreed workflow.
Billing activities may include:
A claim cannot be submitted within a particular target when required information is missing, inaccurate, unavailable, or subject to Client approval.
A “Clean Claim” generally means a claim containing sufficient and accurate information necessary for submission without known billing errors or missing required information.
ZechionMed will generally target submission of Clean Claims within 1–2 business days after receiving complete billing information.
Claim acceptance and payment remain subject to payer processing.
When a claim is rejected due to an identifiable and correctable issue, ZechionMed will generally review and address the rejection within 1–2 business days after identification.
Correction and resubmission depend on:
ZechionMed will monitor denials according to the Client's contracted workflow.
Denials may be categorized by:
Where appropriate, ZechionMed will identify denial trends and recommend corrective actions.
Standard denial-management activities may include:
Appeal submission depends on available documentation, Client authorization, payer deadlines, and the applicable service scope.
ZechionMed may review outstanding accounts based on:
A/R follow-up frequencies may be customized according to the Client's requirements.
Where payment posting is included, ZechionMed will generally process available electronic and manual remittance information within 2–3 business days after receipt.
Payment posting may include:
Actual posting time may depend on remittance availability and Client system access.
Where credentialing services are included, ZechionMed will track submissions and follow-ups according to the agreed workflow.
Credentialing timelines are largely controlled by:
Therefore, ZechionMed does not guarantee a specific payer approval date.
ZechionMed may communicate with Clients through:
Sensitive healthcare information should be transmitted only through approved secure channels.
Examples:
Target acknowledgment: Within 1 hour during applicable support hours.
Examples:
Examples:
Examples:
Issues may be escalated through the following structure:
Level 1: Assigned Service Representative ↓ Level 2: Team Lead / Operations Manager ↓ Level 3: Account Manager / Department Manager ↓ Level 4: Senior Management / Executive Escalation
The escalation path may vary according to the nature and severity of the issue.
Security incidents involving PHI or other sensitive information may receive priority escalation.
ZechionMed will follow its applicable security incident response procedures and BAA requirements.
Where a reportable HIPAA breach occurs, notification will be handled according to applicable law and the applicable BAA.
Depending on the selected service package, ZechionMed may provide reports covering:
Where applicable, ZechionMed may track:
Actual KPI targets may be established in the Client's SOW.
For ongoing engagements, ZechionMed may conduct periodic service reviews with the Client.
Reviews may cover:
Reviews may be monthly, quarterly, or according to the Client's agreement.
Where performance does not meet an agreed target, ZechionMed may develop a corrective action or service-improvement plan.
Such plans may include:
ZechionMed may maintain quality-control processes appropriate to the services provided.
Quality assurance may include:
Quality-control methods may vary according to the service line.
ZechionMed will perform Services according to applicable contractual requirements and applicable laws and regulations.
Depending on the Services, this may include consideration of:
ZechionMed does not provide legal advice or guarantee regulatory compliance for the Client's entire healthcare operation.
Certain service outcomes depend on third parties.
These may include:
ZechionMed's Services are intended to support accurate and efficient revenue cycle operations.
However, ZechionMed does not guarantee:
Final reimbursement is determined by applicable payers, contracts, eligibility, documentation, coding, medical necessity, payer policies, and other factors.
The Client agrees to:
ZechionMed's performance may depend on access to Client systems.
If Client systems are unavailable because of:
the applicable service target may be extended until access is restored.
ZechionMed may conduct scheduled maintenance affecting systems used to provide Services.
Where reasonably practicable, Clients will receive advance notice of material scheduled maintenance.
Emergency maintenance may occur without advance notice when necessary to protect security, data integrity, or system availability.
ZechionMed will not be responsible for failure or delay caused by events beyond its reasonable control.
Such events may include:
ZechionMed will make reasonable efforts to restore affected Services.
ZechionMed will maintain security measures appropriate to the Services and applicable contractual requirements.
Where PHI is involved, the applicable BAA and HIPAA requirements govern the specific privacy and security obligations.
Additional information is available in ZechionMed's Data Security & Privacy Policy.
Where ZechionMed acts as a Business Associate, the Parties will execute a BAA where required.
The BAA governs the handling of PHI and HIPAA-related obligations.
If there is a conflict between this SLA and the BAA concerning PHI or HIPAA requirements, the BAA will control.
ZechionMed will protect Client confidential information according to the applicable contractual agreements and privacy/security requirements.
Confidential information may include:
Unless expressly stated in the applicable MSA or SOW, failure to achieve an SLA target does not automatically create a right to a refund, service credit, or financial compensation.
Where service credits are commercially agreed, they should be documented in the applicable SOW or service schedule.
SLA measurements may exclude delays caused by:
ZechionMed may temporarily suspend affected Services where reasonably necessary to:
Where practicable, ZechionMed will notify the Client and work toward restoration.
Termination of Services will be governed primarily by the applicable MSA or Service Agreement.
Following termination, ZechionMed will follow applicable contractual requirements concerning:
Where transition assistance is included, ZechionMed may assist with:
Additional transition services may be subject to separate fees where permitted by the underlying agreement.
If the Client requests material changes to the scope of Services, the Parties may need to update:
No material service expansion is required to be performed until commercially agreed.
ZechionMed and the Client may mutually agree to modify service levels.
Custom SLA requirements should be documented in writing.
Where a Client's SOW contains a different SLA target from this general policy, the Client-specific SOW will control.
If there is a conflict between documents:
The Parties may establish a different contractual order of precedence in writing.
ZechionMed's Services are administrative, billing, coding, and revenue cycle services.
ZechionMed does not provide:
Coding and billing services do not replace the professional judgment of licensed healthcare providers.
This SLA is intended to supplement the applicable contractual agreement between ZechionMed and the Client.
Where no signed Client-specific SLA exists, this document describes ZechionMed's standard service-level framework.
The executed Client agreement governs the commercial relationship.
For service-related questions or escalations:
Client Services: [Insert Email] Operations: [Insert Email] HIPAA/Privacy: [Insert Email] Security: [Insert Email] Phone: [Insert Official Phone Number]
By entering into a service agreement with ZechionMed, the Client acknowledges that:
Service levels may be adjusted according to the scope and complexity of the engagement.
ZechionMed may update this general SLA periodically to reflect changes in:
Material contractual SLA changes for an existing Client should be handled through the applicable contractual amendment or updated SOW.
© 2026 ZechionMed. All Rights Reserved.
Important: I would publish this SLA as a general public-facing SLA framework, while keeping the actual enforceable SLA commitments in each client's MSA/SOW. That prevents a public webpage from unintentionally promising the same turnaround times to every ZechionMed client regardless of specialty, claim volume, payer mix, system access, or contracted scope.
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