Orange County NC Website
Browse       Search
EC88:46609:38165:1:FRANKFORT <br /> <br /> <br /> Page 11 of 12 <br /> <br />Scope <br />The Lessor Software Service Level Agreement ("SLA") is intended to describe the level of <br />availability of the Software production server that Lessor will provide to the Lessee. <br /> <br />During the term of the Agreement, Lessor’s production servers will be operational and available <br />to the Lessee for at least 99% of the time, excluding scheduled downtime, in any calendar <br />month. If Lessor does not meet the SLA, and if the Lessee meets its obligations under this SLA, <br />the Lessee will be eligible to receive the SLA Credits ("SLAC ") described below. This SLA states <br />the Health Department Lessee’s sole and exclusive remedy for any failure by Lessor to provide <br />the Services covered by this SLA. (What is the SLA Credit?) <br /> <br />Definitions <br /> <br />Downtime <br />Downtime is measured based on the in-accessibility rate of the Lessor hosted Software <br />production servers due to server side failures only. If there is more than fifteen percent (15%) of <br />the user community finding the Lessor Software production server in-accessible then this <br />constitutes a Downtime. <br /> <br />Downtime Period <br />A period of thirty consecutive minutes of Downtime. Intermittent Downtime for periods less <br />than thirty minutes is not counted towards Downtime Periods. <br /> <br />Covered Services <br />This refers to the access of the Lessor hosted Software production servers. <br /> <br />Monthly Uptime <br />((60 x 24 x Days of the calendar month) - (Number of minutes of Downtime from all Downtime <br />Periods in the calendar month)) / (60 x 24 x Days of the calendar month). <br /> <br />Scheduled Downtime <br />Lessor will notify the Lessee of periods of downtime to the commencement of such downtime. <br />Scheduled downtime is not considered downtime for purposes of this SLA, and is not counted <br />towards any downtime periods. <br /> <br />Services <br />Covered Services under the Agreement. <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br />SLAC <br />DocuSign Envelope ID: B7DDEBDE-549C-4BF7-937F-84342DB0B5DB