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DocuSign Envelope ID:A551A38E-3703-439F-B000-AB96C3150AB4 <br /> Attachment A: Service Level Agreement <br /> LexLoci - Uplea / Orange Count Pre-Arrest Diversion Program (OC-PAD) <br /> Service Level Agreement (SLA) <br /> 1) Uptime The YouPlea platform inherits many availability characteristics from Amazon Web <br /> Services. All AWS services utilized by YouPlea are highly available and fault tolerant, with an <br /> expected 99.99% uptime. In the event of a service disruption of our underlying <br /> infrastructure, customers will be notified by e-mail. <br /> 2) Performance and response time: System will provide response times to user requests <br /> generally in under 10 seconds. <br /> 3) Error correction time: <br /> Support Hours Issue Severity Response Times Resolution Times <br /> Monday-Friday High 1 hour 8 hours <br /> 8:00 AM-5:00 PM CST Medium 4 hours ASAP <br /> Low 8 hours ASAP <br /> 4) infrastructure and security: Infrastructure and security as described throughout this <br /> document. Penalty for non-compliance includes 10%of contract value for first time offense, and <br /> loss of contract for subsequent failures to comply. <br />