Clinic Agreement

Vibta — Clinic Agreement (English) Oct 17, 2026 · @vibta This Clinic Agreement (the "Agreement") is made on [● date] between: 1. [● Vibta , incorporated in the Arab Republic of Egypt, commercial registration no. [●], registered address [●], represented by [● name], [● title] ("Vibta"); and 2. [● Clinic legal name], a [● sole practice / medical centre / company] licensed by the Ministry of Health and Population under licence no. [●], address [●], represented by [● name], [● title], who confirms authority to sign (the "Clinic"). Recitals A. Vibta operates a software platform for appointment booking and clinic management. B. The Clinic is a licensed healthcare provider and wishes to use the platform to manage its operations and receive bookings. C. The parties agree that Vibta provides technology only and that the Clinic alone provides, and is responsible for, all healthcare services. The parties therefore agree as follows. 1. Definitions and interpretation 1.1 In this Agreement: • "Authorized User" means a Clinic employee or contractor to whom the Clinic gives an account on the Platform. • "Clinic Data" means all data entered into or generated on the Platform by or for the Clinic, including Patient Data, schedules, prices and financial records. • "Clinical Content" means any information about a patient's health or care created or uploaded by the Clinic or a Practitioner, including notes, diagnoses, prescriptions, results and medical files. • "Data Protection Law" means Personal Data Protection Law No. 151 of 2020, its Executive Regulations issued by Ministerial Decree No. 816 of 2025, and any guidance or decision of the Personal Data Protection Center (the "Center"). • "Fees" means the subscription fees and other charges set out in the Order Form. • "Free Period" means any period stated in the Order Form during which no subscription fee is charged. • "Healthcare Services" means all medical, diagnostic, therapeutic and other health services provided by the Clinic or its Practitioners. • "Order Form" means Schedule 1, as updated by the parties in writing. • "Patient" means any person who books with, attends, or is registered by the Clinic through the Platform. • "Patient Data" means personal data about Patients, including Clinical Content. • "Platform" means Vibta's clinic portal, patient app, websites, mobile applications and related services. • "Practitioner" means a doctor or other licensed health professional providing Healthcare Services at or for the Clinic. • "Security Incident" means a breach of security leading to the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, Patient Data. • "Services" means the access to and use of the Platform, onboarding, training and support described in clause 2 and the Order Form. 1.2 The Schedules form part of this Agreement. If there is a conflict, the order of priority is: Schedule 2 (Data Processing Terms) for data protection matters, then the clauses of this Agreement, then the Order Form, then the other Schedules. 1.3 This Agreement is made in Arabic and English. If the two versions differ, the Arabic version prevails. 2. The Services and Vibta's role 2.1 Services. Vibta will provide the Clinic with access to the Platform modules listed in the Order Form, which may include scheduling, online booking, reception queue, patient registry, billing and receipts, reports, clinic settings, and record-keeping tools, together with onboarding, training and support. 2.2 Technology provider only. Vibta is a technology provider. Vibta does not provide Healthcare Services, does not give medical advice, does not employ, supervise or direct any Practitioner, and does not take part in any clinical decision. Nothing in this Agreement makes Vibta a healthcare facility, a party to any contract between the Clinic and a Patient, or an agent of the Clinic in providing care. 2.3 No control over clinical content. Vibta hosts Clinical Content on the Clinic's behalf. Vibta does not review, verify, interpret or edit it, and has no duty to monitor it. 2.4 Changes to the Platform. Vibta may improve and change the Platform. Vibta will not, during the term, materially reduce the core functions in the Order Form without the Clinic's agreement, and will give at least [● 30] days' notice of any change that requires the Clinic to change its workflows. 2.5 Relationship. The parties are independent contractors. Neither is the partner, employee, agent or joint venturer of the other. 3. Clinic's sole professional responsibility 3.1 The Clinic is solely responsible for: 1. the Healthcare Services it and its Practitioners provide, and their quality and safety; 2. holding and maintaining every licence, registration and insurance that the law requires of the Clinic and each Practitioner, including any insurance required under Law No. 13 of 2025 on Medical Liability and Patient Safety; 3. obtaining Patients' informed consent to treatment and keeping complete and accurate medical records, as the laws regulating medical practice require; 4. all Clinical Content, including its accuracy, completeness and lawful use; 5. the prices, availability and descriptions of its services shown on the Platform; and 6. its dealings with Patients, including complaints about care. 3.2 Vibta does not bear, share or assume any medical liability. The Clinic acknowledges that its medical liability to Patients is governed by law and cannot be reduced by agreement, and that this Agreement does not attempt to reduce it. 3.3 The Clinic must not use the Platform as a substitute for clinical judgement. Reminders, flags, queue order or any other Platform feature are administrative aids only. 4. Onboarding, Authorized Users and accounts 4.1 Onboarding checks. Before go-live, the Clinic will give Vibta copies of its facility licence, the licence or syndicate registration of each Practitioner to be listed, and the identity of its signatory. Vibta may refuse or delay onboarding until these are provided, and may ask for updated copies at any time. 4.2 Onboarding and training. Vibta will set up the Clinic's account, configure its schedules and services with the Clinic, and train the Clinic's nominated staff, as described in the Order Form. 4.3 Administrator. The Clinic will name at least one administrator who controls Authorized User accounts and roles. The Clinic decides who may access the Platform and what each person can see. 4.4 Authorized Users. Each account is for one named person and must not be shared. The Clinic must remove access promptly, and in any case within [● 1] working day, when a person leaves or no longer needs it. The Clinic is responsible for the acts and omissions of its Authorized Users as if they were its own. 4.5 Compromised accounts. The Clinic must tell Vibta immediately if it suspects that an account has been accessed without permission. Vibta may suspend that account to protect Patient Data. 5. Clinic obligations and warranties 5.1 The Clinic warrants, on signing and throughout the term, that: 1. it is lawfully established and licensed to provide the Healthcare Services it offers, and each listed Practitioner is licensed to practise; 2. the person signing has authority to bind the Clinic; 3. all information it gives Vibta or publishes on the Platform is true, complete and kept up to date; 4. it has a lawful basis under Data Protection Law, and any licence the Center requires of it as a controller, for the Patient Data it puts on the Platform, and has given Patients the information the law requires; and 5. it will honour bookings confirmed through the Platform, or cancel them promptly through the Platform with notice to the Patient. 5.2 The Clinic must: 1. tell Vibta within [● 3] working days if any licence is suspended, withdrawn or expires, or if a Practitioner listed on the Platform may no longer practise; 2. keep its schedules, closures and prices accurate on the Platform; 3. use the Platform only for lawful purposes and in line with the Terms of Service; and 4. not use Patient Data obtained through the Platform for marketing or any purpose other than the Patient's care and administration, unless the Patient has given valid consent. 6. Fees, free period and taxes 6.1 Free Period. No subscription fee is payable during the Free Period stated in the Order Form. All other terms of this Agreement apply in full during the Free Period. 6.2 Subscription. After the Free Period, the Clinic will pay the monthly subscription fee in the Order Form, invoiced monthly in advance and payable within [● 14] days of the invoice date by bank transfer or another method Vibta accepts. 6.3 Taxes. Fees exclude value added tax and other applicable taxes, which the Clinic will pay in addition where they apply. Vibta will issue tax invoices as Egyptian law requires. 6.4 Price changes. Vibta may change the subscription fee by giving at least [● 60] days' written notice, effective no earlier than the end of the Free Period or the first 12 months of paid subscription, whichever is later. If the Clinic does not accept the change, it may terminate under clause 14.1 before the change takes effect. 6.5 Late payment. If an undisputed invoice is unpaid [● 30] days after its due date, Vibta may, after [● 10] days' written notice, restrict the Clinic's access to non-essential features. Vibta will never block the Clinic's access to view or export Patient Data because of non-payment. 7. Bookings, patient charges and settlement 7.1 Clinic's prices. The Clinic sets its consultation fees and add-on service prices on the Platform. Patients pay those fees to the Clinic. 7.2 Patient Service Fee. Vibta may charge Patients a separate service fee for bookings, shown to Patients as a separate line. It is Vibta's revenue and does not reduce the Clinic's fees. At the date of this Agreement it is [● 0%]. 7.3 Cancellation and no-shows. Late-cancellation and no-show charges follow the cancellation window and amounts set on the Platform under the Order Form and shown to the Patient before booking. The Clinic will not charge a Patient more than the amount the Patient was shown. 7.4 Payments collected by Vibta. [● Applies only once online payment is live.] Where Patients pay Clinic fees online, Vibta receives them as the Clinic's limited collection agent through a licensed payment provider, and pays them to the Clinic's bank account within [● 7] working days, less any refunds due to Patients and any amounts agreed in the Order Form. Vibta will provide a settlement statement for every payout. 7.5 Refunds. If the Clinic cancels a prepaid booking, the Patient is refunded in full and the amount is deducted from the Clinic's next settlement. 7.6 Disputes over patient charges. If a Patient disputes a Ledger entry, the Clinic will review it with Vibta in good faith within [● 10] working days and remove it if it was recorded in error. 8. Data protection 8.1 Roles. For Patient Data the Clinic keeps on the Platform, including all Clinical Content, the Clinic is the controller and Vibta is the processor. For Patients' own Platform account data (login, contact details, cross-clinic booking history and Ledger), Vibta is the controller. 8.2 Processing terms. Vibta will process Patient Data for which it is processor only in accordance with Schedule 2 (Data Processing Terms) and the Clinic's documented instructions. 8.3 Clinic's duties as controller. The Clinic is responsible for having a lawful basis for its processing, for obtaining any written consent Data Protection Law requires for health data, for the privacy information it gives Patients, and for any controller licence the Center requires of it. Vibta will provide Platform tools that help the Clinic record consents and respond to Patient requests. 8.4 Vibta's licences. Vibta will apply for and maintain the licences and permits Data Protection Law requires of it as a processor and controller, including for storing and processing Patient Data outside Egypt, and will appoint a registered data protection officer. [● Status: to be filed before enforcement.] 8.5 No secondary use. Vibta will not sell Patient Data, use it for advertising, or use Clinical Content to train or improve any product. Vibta may use aggregated data that does not identify any Patient, Practitioner or Clinic to operate and improve the Platform and prepare statistics. 9. Security and incidents 9.1 Vibta's measures. Vibta will maintain at least the technical and organisational measures in Schedule 3 and will not materially weaken them during the term. 9.2 No access to clinical content by platform administrators. The Platform is designed so that Vibta's platform administrators cannot view Clinical Content. Any other access by Vibta personnel to Patient Data is limited to what is needed to provide support the Clinic requests, keep the Platform secure, or meet a legal obligation, and is logged. 9.3 Clinic's measures. The Clinic is responsible for the security of its own devices, networks and premises, for keeping Authorized User credentials confidential, and for training its staff on confidentiality. 9.4 Incident notice. Vibta will notify the Clinic without undue delay, and in any case within [● 24] hours, after becoming aware of a Security Incident affecting the Clinic's Patient Data. The notice will describe what is known, the data and Patients likely affected, and the measures taken, and will be updated as facts become clear. 9.5 Cooperation. The parties will cooperate so that the Center is notified within 72 hours and affected Patients within the period Data Protection Law requires. Unless the law requires otherwise, the Clinic, as controller, decides how Patients are informed, and Vibta will not contact the Clinic's Patients about an incident without first consulting the Clinic. 10. Confidentiality 10.1 Each party will keep the other's Confidential Information secret, use it only to perform this Agreement, and disclose it only to its employees, advisers and subcontractors who need it and are bound by equivalent duties. "Confidential Information" means non-public information disclosed by one party to the other, including Patient Data, business information, prices and the Platform's non-public features. 10.2 These duties do not apply to information that is or becomes public through no breach, that the receiving party already lawfully held, or that it must disclose by law or order of a competent authority, provided it gives the other party prompt notice where lawful. 10.3 Patient Data remains confidential without time limit. Other Confidential Information remains confidential for [● 3] years after this Agreement ends. 10.4 Vibta will require its personnel with any access to Patient Data to sign written confidentiality undertakings. 11. Intellectual property and data ownership 11.1 Vibta's property. Vibta owns the Platform, its software, designs, documentation, the Vibta name and logo, and all improvements, including any made from the Clinic's suggestions. This Agreement grants the Clinic a non-exclusive, non-transferable right to use the Platform for its own operations during the term, and no other right. 11.2 Clinic's property. The Clinic owns Clinic Data. Vibta holds Patient Data only as processor or as described in clause 8.1, and acquires no ownership of it. 11.3 Clinic's name and logo. The Clinic permits Vibta to show its name, logo, address, Practitioners' names and photos it supplies, and service details on the Platform. With the Clinic's prior written approval, Vibta may also name the Clinic as a customer in its marketing. 11.4 Restrictions. The Clinic must not copy, modify, resell, sub-license, reverse-engineer or build a competing product from the Platform, except where the law expressly allows it. 12. Service availability and support 12.1 Vibta will make the Platform available, and provide support, in line with Schedule 4. During the Free Period, Schedule 4 targets are goals that Vibta will use reasonable efforts to meet, and service credits do not apply. 12.2 Business continuity. Vibta will keep encrypted backups of Clinic Data and test restoring them at least monthly, as Schedule 3 describes. 12.3 Downtime fallback. The Clinic should keep a simple paper or offline fallback for receiving patients during an outage. Vibta will provide a printable daily schedule feature or export to support this [● confirm feature]. 13. Liability and indemnities 13.1 Clinic's indemnity. The Clinic will indemnify and hold Vibta, its directors and staff harmless against all claims, damages, fines, costs and reasonable legal fees arising from: 1. the Healthcare Services, any medical error, and any act or omission of the Clinic, its Practitioners or Authorized Users; 2. Clinical Content, or any information the Clinic publishes on the Platform; 3. the Clinic's or a Practitioner's lack of any required licence, registration or insurance; or 4. the Clinic's breach of Data Protection Law as controller, or of clause 5. 13.2 Vibta's indemnity. Vibta will indemnify the Clinic against third-party claims that the Platform, used in line with this Agreement, infringes that third party's intellectual property rights, and against fines imposed on the Clinic by the Center to the extent caused by Vibta's breach of Schedule 2. 13.3 Conduct of claims. The indemnified party must notify the other promptly, allow it to conduct the defence and any settlement (which may not admit fault on the indemnified party's behalf without its consent), and give reasonable help at the other's cost. 13.4 Excluded losses. Neither party is liable for loss of profit, revenue, goodwill or opportunity, or for indirect or consequential loss. 13.5 Cap. Each party's total liability under or in connection with this Agreement in any 12-month period is limited to the greater of (a) the Fees paid and payable by the Clinic in the 12 months before the claim arose, and (b) EGP [● 50,000]. For breaches of clause 8, clause 9, clause 10 or Schedule 2, the cap is [● two] times that amount. 13.6 Exceptions. Clauses 13.4 and 13.5 do not limit: liability for fraud or gross fault (Article 217 of the Civil Code); the Clinic's indemnity under clause 13.1(1) to (3); the Clinic's duty to pay Fees; or any liability that cannot lawfully be limited. 13.7 Medical liability to Patients. Nothing in this clause limits or reduces the Clinic's or any Practitioner's liability to a Patient, which is governed by law. 14. Term, suspension and termination 14.1 Term. This Agreement starts on the date it is signed and continues for an initial term of [● 12] months from the end of the Free Period, then renews automatically for successive 12-month terms. Either party may stop renewal by giving at least [● 60] days' written notice before the end of a term. The Clinic may also terminate on [● 30] days' notice at any time during the Free Period. 14.2 Termination for breach. Either party may terminate by written notice if the other materially breaches this Agreement and does not remedy the breach within [● 30] days of written notice, or immediately if the other becomes insolvent or ceases business. 14.3 Immediate suspension. Vibta may suspend the Clinic's access to booking and patient-facing features immediately, with written reasons, if the Clinic's or a Practitioner's licence is suspended or withdrawn, if a competent authority orders it, or if Vibta reasonably believes the Clinic's use of the Platform endangers Patients' data or is unlawful. Vibta will keep the Clinic able to view and export its Clinic Data during any suspension unless a competent authority orders otherwise. 14.4 Effect. On termination, the Clinic's right to use the Platform ends, subject to clause 15. Confirmed future bookings will be cancelled with notice to Patients unless the parties agree otherwise. Clauses 3, 8, 10, 11, 13, 15 and 16, and any clause that by its nature continues, survive termination. 15. Exit and data return 15.1 Export window. For [● 60] days after termination (the "Exit Period"), the Clinic may export its Clinic Data, including Patient Data and Clinical Content, in a structured, commonly used format (such as CSV or PDF). Vibta will provide one assisted export free of charge on request. 15.2 Deletion. After the Exit Period, Vibta will delete or irreversibly anonymise the Clinic's Patient Data within [● 90] days, including from backups as they expire, and confirm this in writing on request. 15.3 Retention required by law. Vibta may keep data longer only where Egyptian law requires it, or to establish or defend legal claims, and then only for as long as needed, protected as during the term. The Clinic remains responsible for keeping medical records for the periods the laws regulating medical practice require. 15.4 Patients' own accounts. Termination does not close Patients' own Platform accounts. Patients keep access to their account data under the Terms of Service, but lose access to the Clinic's Clinical Content once it is exported and deleted under this clause. 16. Governing law and disputes 16.1 Law. This Agreement is governed by the laws of the Arab Republic of Egypt. 16.2 Escalation. The parties will first try to settle any dispute through their named contacts within [● 15] days of written notice, then between Vibta's [● CEO] and the Clinic's signatory within a further [● 15] days. 16.3 Courts. A dispute not settled under clause 16.2 will be referred to the competent courts of Alexandria, including the Alexandria Economic Court where it has jurisdiction. [● Alternative for larger clinics: arbitration at the Cairo Regional Centre for International Commercial Arbitration (CRCICA), one arbitrator, seat Cairo, language Arabic.] 16.4 Urgent relief. Either party may seek urgent interim relief from a competent court at any time to protect Patient Data or Confidential Information. 17. General provisions and signatures 17.1 Entire agreement. This Agreement and its Schedules are the whole agreement between the parties on its subject and replace any earlier discussions or proposals. 17.2 Amendments. Changes must be in writing and signed by both parties, except that Vibta may update Schedule 3 and the sub-processor list in Schedule 2 as those Schedules allow. 17.3 Assignment. Neither party may transfer this Agreement without the other's written consent, which will not be unreasonably withheld, except that Vibta may transfer it to a group company or a buyer of its business on notice, if the buyer accepts all of Vibta's obligations. 17.4 Subcontracting. Vibta may use subcontractors, and remains responsible for their performance as for its own. 17.5 Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control, such as natural disasters, epidemics, war, government action, or widespread power, internet or telecommunications failures. If such an event lasts more than [● 60] days, either party may terminate on written notice. 17.6 Notices. Notices must be in writing and sent by email with confirmation of receipt, or by hand or courier, to the addresses in the Order Form. 17.7 Severability and waiver. If any provision is invalid, the rest remains in force and the invalid provision is replaced by a valid one closest to its purpose. A failure to enforce a right is not a waiver of it. 17.8 Counterparts and electronic signature. This Agreement may be signed in counterparts and by electronic signature valid under Law No. 15 of 2004. Signatures

For Vibta For the Clinic Name [●] [●] Title [●] [●] Signature

Date

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Schedule 1 — Order Form Item Detail Clinic [● legal name, address, MoHP licence no.] Clinic contacts Signatory: [●]; Administrator: [●]; Billing: [●]; Notices email: [●] Vibta contacts Account manager: [●]; Support: [● support@vibtahealth.com]; Notices: [●] Practitioners listed [● names, specialties, syndicate nos.] Modules Scheduling, reception queue, patient registry, billing and receipts, reports, clinic settings [● + online patient booking when the patient app launches] Authorized Users Up to [●] accounts Onboarding On-site set-up and training of up to [●] staff by Vibta in Alexandria, within [● 30] days of signing Free Period [● 12 months for founding clinics / 3 months standard] from go-live date Subscription fee after Free Period EGP [● 1,500] per month, excluding VAT Patient Service Fee [● 0%] at signing (clause 7.2) Cancellation window [●] hours before the appointment Late-cancellation / no-show charge [● amount or % of consultation fee] Settlement account [● bank, account name] — only once online payment is live Go-live date [●] Schedule 2 — Data Processing Terms 1. Scope. This Schedule applies where Vibta processes Patient Data as the Clinic's processor under clause 8.1. 2. Details of processing. Item Detail Purpose Providing the Platform: scheduling, booking, queue, registry, billing, records, notifications, support, backups and security Data subjects Patients (and guardians booking for dependants); Practitioners and Authorized Users Personal data Identity and contact data, national ID where the Clinic records it, appointment and attendance history, billing and payment data, Clinical Content Sensitive data Health data (Clinical Content and any health information in bookings) Duration The term plus the Exit Period and deletion period in clause 15 Location European Union (Frankfurt, Germany) 3. Instructions. Vibta will process Patient Data only on the Clinic's documented instructions, which are this Agreement and the Clinic's use of the Platform's features, unless Egyptian law requires otherwise; in that case Vibta will tell the Clinic before processing, unless the law forbids it. 4. Confidentiality. Vibta will ensure that everyone it authorises to process Patient Data is bound by confidentiality. 5. Security. Vibta will apply the measures in Schedule 3. 6. Sub-processors. The Clinic authorises Vibta to use the sub-processors below. Vibta will bind each by written terms that protect Patient Data at least as strongly as this Schedule, and remains responsible for them. Vibta will give [● 30] days' notice of any new sub-processor; the Clinic may object on reasonable data-protection grounds, and if the parties cannot resolve the objection, the Clinic may terminate without penalty. Sub-processor Service Data location Vercel Inc. Application hosting EU (Frankfurt) Neon Database EU (Frankfurt) Cloudflare, Inc. DNS, network security, file and backup storage (R2) EU jurisdiction Postmark Transactional email [● confirm] Twilio Inc. SMS one-time codes [● confirm] Sentry Error monitoring, personal data scrubbed EU [● payment provider] Online payments, when live [●] 7. Transfers outside Egypt. Vibta will transfer Patient Data outside Egypt only to the locations above and only under the licence or permit required by Data Protection Law, with the safeguards that law requires. 8. Data subject requests. Vibta will promptly pass to the Clinic any request it receives from a Patient about the Clinic's Patient Data and will help the Clinic respond, using Platform tools where possible. 9. Assistance. Vibta will give the Clinic reasonable help with security, breach notification, data protection impact assessments, and dealings with the Center, taking into account the information available to Vibta. 10. Records and audit. Vibta will keep the records of processing Data Protection Law requires, make available to the Clinic the information needed to show compliance with this Schedule, and allow one audit per year on [● 30] days' notice, at the Clinic's cost, without access to other customers' data. Vibta will cooperate fully with any inspection by the Center. 11. End of processing. At the end of the Agreement, Vibta will return and delete Patient Data as set out in clause 15. Schedule 3 — Security Measures Vibta maintains at least the following measures. Vibta may update them, provided the overall level of protection is not reduced. Area Measure Encryption TLS for all data in transit; encryption at rest by the hosting providers; encrypted backups Access control Role-based access inside each Clinic; Clinic data separated from other Clinics' data; platform administrators technically denied Clinical Content; multi-factor authentication for Vibta administrator accounts Accountability Audit logs of access to and changes in Patient Data; medical files are hidden rather than permanently deleted during the term, with the action logged Files Uploaded files stored in a private bucket and served only through Vibta's authorised route; no public or shareable links Identity Phone verification by one-time code, with per-number and per-address rate limits; a patient account is linked to an existing Clinic record only after verification or Clinic confirmation Backups and recovery Nightly encrypted backups to separate add-only storage, kept [● 30–90] days; restore tested at least monthly; snapshot before every database change Monitoring Error monitoring with personal data scrubbed, hosted in the EU; uptime and scheduled-job monitoring with alerts Engineering Production credentials never held by development tools; every change reviewed and tested before release; no direct changes to production; secrets stored outside code and rotated on exposure People Confidentiality undertakings; access to Patient Data limited to named personnel who need it; access removed on leaving Testing data Testing uses fake data only; production data is never copied into test environments Schedule 4 — Service Levels and Support 1. Availability target. [● 99.5]% monthly availability of the clinic portal, excluding planned maintenance announced at least [● 48] hours ahead and scheduled where possible between 00:00 and 06:00 Cairo time, and outages caused by the Clinic, its internet connection, or force majeure. 2. Support hours. [● Saturday to Thursday, 09:00–21:00 Cairo time], by [● WhatsApp / phone / email]. Severity 1 issues are monitored outside these hours on a best-efforts basis. 3. Response targets. Severity Meaning First response Target fix or workaround 1 — Critical Platform unavailable, or suspected data breach [● 1] hour [● 8] hours 2 — High A core function (booking, queue, billing) not working, no workaround [● 4] working hours [● 2] working days 3 — Normal Partial fault with a workaround [● 1] working day Next scheduled release 4 — Request Question, training, or improvement idea [● 2] working days