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4+*0o**o t y I e rtechnologies <br />EXHIBIT C <br />Service Level Agreement <br />Agreement Overview <br />This SLA operates in conjunction with, and does not supersede or replace any part of, the <br />Agreement. It outlines the information technology service levels that we will provide to you <br />to ensure the availability of the application services that you have requested us to provide. <br />All other support services are documented in the Support Call Process. <br />II. Definitions. Except as defined below, all defined terms have the meaning set forth in the <br />Agreement. <br />Attainment: The percentage of time the Tyler Software is available during a calendar quarter, <br />with percentages rounded to the nearest whole number. <br />Client Error Incident: Any service unavailability resulting from your applications, content or <br />equipment, or the acts or omissions of any of your service users or third -party providers over <br />whom we exercise no control. <br />Downtime: Those minutes during which the Tyler Software is not available for your use. <br />Downtime does not include those instances in which only a Defect is present. <br />Service Availability: The total number of minutes in a calendar quarter that the Tyler Software <br />is capable of receiving, processing, and responding to requests, excluding maintenance <br />windows, Client Error Incidents and Force Majeure. <br />III. Service Availability <br />The Service Availability of the Tyler Software is intended to be 24/7/365. We set Service <br />Availability goals and measures whether we have met those goals by tracking Attainment. <br />a. Your Responsibilities <br />Whenever you experience Downtime, you must make a support call according to the <br />procedures outlined in the Support Call Process. You will receive a support incident <br />number. <br />You must document, in writing, all Downtime that you have experienced during a <br />calendar quarter. You must deliver such documentation to us within 30 days of a <br />quarter's end. <br />The documentation you provide must evidence the Downtime clearly and <br />convincingly. It must include, for example, the support incident number(s) and the <br />date, time and duration of the Downtime(s). <br />b. Our Responsibilities <br />When our support team receives a call from you that Downtime has occurred or is <br />occurring, we will work with you to identify the cause of the Downtime (including <br />