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37 <br /> Exhibit C <br /> • •'•• • tyler <br /> technologies <br /> Exhibit C <br /> SERVICE LEVEL AGREEMENT <br /> I. Agreement Overview <br /> This SLA operates in conjunction with, and does not supersede or replace any part of, the Agreement. It <br /> outlines the information technology service levels that we will provide to you to ensure the availability of <br /> the application services that you have requested us to provide. All other support services are documented <br /> in the Support Call Process. This SLA does not apply to any Third Party SaaS Services. All other support <br /> services are documented in the Support Call Process. <br /> II. Definitions. Except as defined below, all defined terms have the meaning set forth in the <br /> Agreement. <br /> Actual Attainment: The percentage of time the Tyler Software is available during a calendar month, <br /> calculated as follows: (Service Availability—Downtime) -Service Availability. <br /> Client Error Incident:Any service unavailability resulting from your applications, content or equipment, or <br /> the acts or omissions of any of your service users or third-party providers over whom we exercise no <br /> control. <br /> Downtime: Those minutes during Service Availability, as defined below, when all users cannot launch, <br /> login, search or save primary data in the Tyler Software. Downtime does not include those instances in <br /> which only a Defect is present. <br /> Emergency Maintenance Window: (1) maintenance that is required to patch a critical security <br /> vulnerability; (2) maintenance that is required to prevent an imminent outage of Service Availability; or <br /> (3) maintenance that is mutually agreed upon in writing by Tyler and the Client. <br /> Planned Downtime: Downtime that occurs during a Standard or Emergency Maintenance window. <br /> Service Availability: The total number of minutes in a calendar month that the Tyler Software is capable <br /> of receiving, processing, and responding to requests, excluding Planned Downtime, Client Error Incidents, <br /> denial of service attacks and Force Majeure. Service Availability only applies to Tyler Software being used <br /> in the live production environment. <br /> Standard Maintenance: Routine maintenance to the Tyler Software and infrastructure. Standard <br /> Maintenance is limited to five (5) hours per week. <br /> III. Service Availability <br /> a. Your Responsibilities <br /> Whenever you experience Downtime,you must make a support call according to the procedures outlined <br /> in the Support Call Process. You will receive a support case number. <br /> •-••• tyler <br /> 1 <br />