98point6 Employer Documents
Pilot Subscription and Services Description
Last updated: September 18, 2017, Version 1.0
Technology services include access for eligible employees and their dependents* to the 98point6 platform and its related iOS, Android, or web‐based applications.
The platform provides Continuity Care through an optimized delivery model. It facilitates the collection of administrative, medical history, and demographic information; automates documentation in the medical record; supports communication of the physician's diagnosis and treatment plan, including referrals, prescriptions or labs, and follow‐up as needed.
*Eligible dependents of employees include any non‐minor dependents that are authorized by the employer to access the 98point6 service.
Medical Services are provided by board‐certified physicians who are US‐based and appropriately licensed in the state in which the patient is located. Physicians will provide diagnosis and treatment for a number of non‐urgent health issues and can make referrals, as appropriate, or order prescriptions or lab services.
A number of professional services will be provided by 98point6 as part of the pilot program package, including implementation, on‐site administrative training, customized employee awareness and demand generation programs, monthly employer‐specific reporting, and account management and support.
Pilot Support Policies
Last updated: September 28, 2017, Version 1.1
Hours and Location of Operation
98point6 will continue to expand hours of operation. Currently the 98point6 clinic hours of operation are as follows.
Monday ‐ Friday: 6:00am ‐ 11:00pm (PT)
Saturday ‐ Sunday: 8:00am ‐ 6:00pm (PT)
Currently the service is available in the state of Washington, Ohio, and Maryland. Restrictions on use of the service apply depending on the location of the individual as 98point6 is currently operating in a limited number of states.
Wait‐Time and Patient Support
98point6 will exercise reasonable efforts to ensure that during a visit, at the time a patient is ready to see a Provider, the wait‐time will not be longer than two (2) minutes ("Target Wait Time"). This Target Wait Time applies only during the hours of operation stated in this Support Policy.
Patient Support is staffed during the 98point6 office hours of operation, currently 9am‐5pm PST. 98point6 strives to respond to all patient support requests within one business day. Patients can contact 98point6 for support through the Contact Us form on the website or by phone at: 1‐866‐657‐7991. The practice operations team triages requests to appropriate groups and coordinates with staff to follow‐up with patients as needed depending on the nature of the request (medical care issue, general administration question, technical issue).
An Account Manager will be assigned and serve as a single point of contact and support for the Employer. Responses to Employer questions or concerns will occur within one (1) business day. Additional services provided to support the employer include, implementation, training, employee awareness and demand generation program and monthly reporting. These services are described in more detail in the Employer Pilot Subscription and Services Description.
"Monthly Uptime Percentage" means total number of minutes in a calendar month minus the number of minutes of Downtime, other than the exceptions specified herein, divided by the total number of minutes in a calendar month.
"98point6 services" includes, for purposes of measuring Monthly Uptime Percentage, the website at:
https://patient.98point6.com and the 98point6 iOS and Android applications.
"Downtime" is period of at least one (1) minute in which 98point6 services are not available for patients to access their profile and care plans or request care, as measured by New Relic Synthetics monitoring over the public internet. Downtime does not include availability of providers to provide care.
98point6 will exercise reasonable efforts to achieve a Monthly Uptime Percentage better than 99.9% for 98point6 services Exceptions to this commitment include: circumstances beyond 98point6's reasonable control, including the Force Majeure Events and defects in software or hardware owned or controlled by the Participants causing downtime.
Our cloud service provider is Amazon Web Services and their data centers are ISO 27001 certified and SOC3 security audit reports are available. The terms of agreement between 98point6 and AWS are here: aws.amazon.com/agreement. The AWS cloud allows us to scale and innovate, while maintaining a secure environment. Cloud security at AWS is the highest priority. Our 98point6 service benefits from data center and network architecture built to meet the requirements of the most security‐sensitive organizations in the world.
98point6 has established an information security management system based on ISO 27001, the most recognized information security management standard in the world. 98point6 will undergo a SOC2 audit in Fall 2017, and will have SOC2 audits annually thereafter. SOC2 reports are made available to customers under an NDA.