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the Cloud provider’s infrastructure and security practices on a specified basis? <br />TMA Response: No <br /> <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 /> <br />12. Does the contract obligate the Cloud provider to provide security documentation upon <br />request by the County? <br />TMA Response: No <br /> <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 /> <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 /> <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 /> <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 /> <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 /> <br />If No, Explain: Click here to enter text. <br /> <br />16. Does the contract specify minimum disaster recovery and business continuity <br />requirements, including penalties for non-compliance, as discovered through onsite <br />DocuSign Envelope ID: D1041CA6-DBD4-42BE-8B32-7C592BF2BA15DocuSign Envelope ID: 3E613CA5-0A37-4CD3-890F-47CC5E2F38B1