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Exhibit C <br /> • <br /> •••'•• tyler <br /> 1111111P <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 />