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DocuSign Envelope ID: D1041CA6-DBD4-42BE-8B32-7C592BF2BA15 <br /> the Cloud provider's infrastructure and security practices on a specified basis? <br /> TMA Response: No <br /> If No, Explain: TMA Response: TMA is willing to work with the county on a mutually <br /> agreed upon contract and contract language. <br /> 12. Does the contract obligate the Cloud provider to provide security documentation upon <br /> request by the County? <br /> TMA Response: No <br /> If No, Explain: TMA Response: No, the contract does not define this requirement. TMA <br /> is open to providing our security policy and framework for review. Additionally, if the <br /> County has specific request, TMA is open to reviewing the County's specific <br /> requirements for this information. <br /> 13. Does the contract obligate the Cloud provider to supply the County with the provider's <br /> performance records, including access to daily and weekly service quality statistics? <br /> TMA Response: No <br /> If No, Explain: TMA Response: As noted, TMA is open to defining contract language <br /> that is agreeable to the County and TMA Systems. TMA requests that the County <br /> provide language to consider for this provision. <br /> 14. Explain the contractually obligated service level parameters, minimum levels, specific <br /> remedies and penalties for non-compliance for: <br /> 1)Uptime 99.8% <br /> 2)Performance and response time: Not currently defined within our standard agreement. <br /> 3) Error correction time: TMA Response: As it applies to the correction of material errors <br /> of the software, TMA shall use commercially responsible efforts to correct the error <br /> within eight business hours from receipt of the error report. Please see the Subscription <br /> Agreement for additional information. <br /> 4) Infrastructure and security: TMA Response: TMA has included our security and <br /> operation controls within the Attachments section of our proposal. This information is <br /> not included within the scope of the Subscription Agreement for contractual purpose. <br /> TMA is open to working with the County to define mutually agreed upon language for <br /> contractual purposes. <br /> 15. Does the contractually defined Service Level Agreement define pertinent terms such as <br /> downtime, scheduled downtime, etc...? <br /> TMA Response: Yes,please see Uptime Service Level within the attached Subscription <br /> Agreement. <br /> If No, Explain: _°lick here to enter text. <br /> 16. Does the contract specify minimum disaster recovery and business continuity <br /> requirements, including penalties for non-compliance, as discovered through onsite <br />