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14 <br />ADDENDUM A <br />SERVICE AVAILABILITY <br />RUBICONSmartCity software is hosted externally using Amazon Web Services (AWS). <br /> <br />Below please find our standard Service Level Availability Policy (SLA): <br /> <br />Rubicon’s Service Availability commitment for a given calendar month is 99.5%. Service Availability is calculated per <br />month as follows: (Total time - Unplanned Outage - Planned Maintenance) / (Total – Planned Maintenance) X 100 <br /> Definitions: <br />o Total time is the total minutes in the month <br />o Unplanned Outage is total minutes unavailable due to an unplanned outage in the month <br />o Planned Maintenance is total minutes of planned maintenance in the month. Currently, Planned <br />Maintenance is four (4) hours for weekly maintenance, four (4) hours for monthly maintenance, four (4) <br />hours for quarterly maintenance. Rubicon’s current weekly maintenance begins at 10 pm (Eastern) on <br />Fridays; monthly maintenance begins at 2:00 am (Eastern) on Saturday; and quarterly maintenance begins <br />at 6:00am (Eastern) on Saturday. All times are subject to change upon rea sonable notice. If actual <br />maintenance exceeds the time allotted for Planned Maintenance, it is considered an Unplanned Outage. If <br />actual maintenance is less than time allotted for Planned Maintenance, that time is not applied as a credit to <br />offset any Unplanned Outage time for the month. The measurement point for Service Availability is the <br />availability of the Rubicon Service. Customer may request an availability report once per month. <br /> Service Response <br />o Rubicon Production Support and Service Level Availability Policy (SLA) <br />o Rubicon’s Service Response commitment is: (1) not less than 50% of (online) transactions in two (2) <br />seconds or less and not more than 10% in five (5) seconds or more. <br />o Service Response is the processing time of the Rubicon Production Ser vice in the Amazon Web Service <br />data center to complete transactions submitted from a web browser. <br />o The time required to complete the request will be measured from the point in time when the request has <br />been fully received by the encryption endpoint in the Amazon Web Service data center, until such time as <br />the response begins to be returned for transmission to Customer. Customer may request a response time <br />report not more than once per month via email. <br /> Disaster Recovery <br />o Rubicon commits to a recovery time objective of twelve (12) hours - measured from the time that the <br />Rubicon Service becomes unavailable until it is available again. Rubicon commits to a recovery point <br />objective of one (1) hour - measured from the time that the first transaction is lost until the Rubicon Service <br />became unavailable. <br />o Rubicon will test the disaster recovery plan once every six months and will make available a written <br />summary of the results of the most recent test available to Customer upon its request made via the <br />Customer Center. <br /> Severity Level Determination Submittal <br />o Customer shall reasonably self-diagnose each support issue and recommend to Rubicon an appropriate <br />Severity Level designation. Rubicon shall validate Customer's Severity Level designation or notify <br />Customer of a proposed change in the Severity Level designation to a higher or lower level with <br />justification for the proposal. In the event of a conflict regarding the appropriate Severity Level <br />designation, each party shall promptly escalate such conflict to its management team for resolution through <br />consultation between the parties' management, during which time the parties shall continue to handle the <br />support issue in accordance with the Rubicon Severity Level designation. In the rare case a conflict requires <br />a management discussion, both parties shall be available within one hour of the escalation.
 <br />DocuSign Envelope ID: 191A2821-4031-4BC4-8723-2D9C4C89A3A6