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APatagoniaHealth <br /> http://www.patagoniahealth.com <br /> Patagonia Health End-User SLA <br /> I Definitions <br /> 1 Availability Exceptions shall mean the exceptions listed in section 3.E below <br /> 2. Downtime shall mean the number of minutes per month Patagonia Health EMR is not available <br /> as determined by two independent measurement systems returning consecutive HTTP error <br /> 404 (page not found) over at least a ten (10) minute period. Downtime minutes must be <br /> confirmed in accordance with Section 3.A. <br /> 3. Customer reported issues shall mean system problems described in Section 3.13. which shall <br /> be classified as Critical, High, Medium and Low priority issues. <br /> 4. Permitted downtime shall mean the number of minutes of downtime per month that are <br /> attributable to the availability exceptions listed in Section 3.E. <br /> 5. Unplanned downtime shall mean all downtime that is not permitted downtime <br /> 6. Uptime shall mean the number of minutes per month that are not considered downtime <br /> 7. System availability shall mean a percentage calculated as follows (Uptime minutes in calendar <br /> month) / (total minutes in calendar month — Permitted downtime) <br /> 8. System availability objective shall mean an overall average system availability of ninety-nine <br /> point five percent (99.5%) as determined on a calendar month basis <br /> 2. Objectives <br /> A. System Availability Objective <br /> i. Availability: Patagonia Health will cooperate in good faith to provide the Patagonia Health <br /> EMR in a manner that satisfies system availability objective. Normal hours for operation of <br /> Patagonia Health EMR are considered to be Monday— Friday 7:00arn—6:00pm ET; <br /> Saturday 8*00arn—5:00prn ET, excluding Patagonia Health holidays. Any period of <br /> Unplanned Downtime in excess of 10 consecutive minutes will contribute to the monthly <br /> sum of Unplanned Downtime. <br /> ii. Response time: Patagonia Health will make commercially reasonable efforts to complete <br /> page loads in 30 seconds or less, over broadband connection (3Mbps or greater downlink <br /> speed), using hardware as specified in the hardware specifications document. Page load <br /> time is defined as the time it takes from when user clicks on a link to the time first HTML <br /> element appears and user can click on the page or scroll through the page. <br /> B. Customer Reported Issues <br /> Customer will classify any problem reported to Patagonia Health support teams according to the <br /> descriptions below. If Patagonia Health disagrees with the customer's classification a discussion will <br /> be called to reach an agreement. <br /> bIt", <br /> Trade Secret—Confidential and Proprietary Information—Do Not Disclose Except for the Purpose of Evaluating this Proposal <br />