Orange County NC Website
Browse       Search
Exhibit C <br /> <br />1 <br /> <br />Exhibit C <br />SERVICE LEVEL AGREEMENT <br /> <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 /> <br />II. Definitions. Except as defined below, all defined terms have the meaning set forth in the <br />Agreement. <br /> <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 /> <br />III. Service Availability <br /> <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 />Docusign Envelope ID: 6FC12B63-3E9A-4FBB-9F3D-622DAFB48167