RES-2022-137 - Laserfiche WebLink

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aGUHeOtnV RFID (d) GUARDIAN RFID OnDemand Availabilitv Attainment Taroets and Actuals. Every calendar quarter, GUARDIAN RFID will compare confirmed Unscheduled Downtime to the GUARDIAN RFID OnDemand Availability Attainment target and actual amounts listed in the table below. lf the actual Attainment does not meet the target Attainment, as shown in the table below, the corresponding Customer Relief, as shown below, will apply on a quarterly basis throughout the Term: 3. GUARDIAN RFID ONDEMAND CLOUD SERVER RECOVERY ln the event of a Disaster, GUARDIAN RFID will recover the Customer's data (including lnmate Data) and continue to provide GUARDIAN RFID OnDemand at a recovered or alternate operational data center within the times defined in the table below following the start of such Disaster. GUARDIAN RFID will also provide Customer Relief, as shown below, to the Customer for any calendar quarter where the RPO or RTO targets are not met. 4. INCIDENT PRIORITIES, CHARACTERISTICS, AND RESOLUTION (a) lncident Trackinq. ln the event of an issue with the GUARDIAN RFID requiring support, the GUARDIAN RFtO System Agreement | 31 @2020 GUARDIAN RFID. All rights reserved. GUARDIAN RFID is a U.S. registered trademark. Confidential & Proprietary. (Rev. 7/2020) Target Actual Gustomer Relief 100% 100o/o - 95o/o Prompt, remedial action will be taken. <95o/o Will be deemed to be a Notice of Non-Conformity, which will be deemed (i) to have been corrected if the subsequent calendar quarter's Actual GUARDIAN RFID OnDemand Availability is 295o/o, or (ii) to not have been corrected if the subsequent calendar quarter's Actual GUARDIAN RFID OnDemand Availability is <95%. ln situations where a Notice of Non-Conformity is deemed not to have been corrected due to the subsequent calendar quarter's Actual GUARDIAN RFID OnDemand Availability being <95%, the Customer will be entitled to terminate the Agreement under Section 18(d) of the Agreement, except that such notice of termination will be effective upon receipt by GUARDIAN RFID. Actual Gustomer Relief RPO <2 Hours Prompt, remedial action will be taken >2 Hours Will be deemed to be a Notice of Non-Conformity, which is deemed to be not to have been corrected. The Customer will be entitled to terminate the Agreement under Section 18(d) of the Agreement, except that such notice of termination will be effective upon receipt by GUARDIAN RFID. RTO 34 Hours Prompt, remedialaction will be taken >4 Hours Wll be deemed to be a Notice of Non-Conformity, which is deemed to be not to have been corrected. The Customer will be entitled to terminate the Agreement under Section 1B(d) of the Agreement, except that such notice of termination will be effective upon receipt by GUARDIAN RFID.