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rol •.�`1'I l'Spottev Flex-SERVICES AGREEMENT 18 Incident Type High confidence incident is gunfire Uncertain if incident is gunfire or not Low confidence incident is gunfire Action Reviewed Gunfire Alert, (Single Gunshot "SG" or Multiple Gunshots "MG") sent to Customer's Alert Console and/or ShotSpotter App Reviewed Possible Gunfire ("PG") Alert sent to Customer's Alert Console and/or ShotSpotter App No alert will be sent; incident available for Customer review in the incident history available through the Investigator Portal Reviewed Alerts are sent to the Customer's Alert Console and/or ShotSpotter App. Information in a Reviewed Alert will include the following: • "Dot on the map" with latitude and longitude indicating the location of the incident. Parcel address closest to location of the incident. • When available, additional situational awareness data points maybe included, such as: • Qualitative data on the type/severity of incident: Fully -automatic, High Capacity • Other comments (if any) The Alerts Console, ShotSpotter App and Investigator Portal provides the Customer with full and immediate access to incident history including information SST uses in its internal review process. This information includes, among other things, the initial incident classification and any reclassifications of an incident, incident audio wave forms, and incident audio files. This data access is available as long as the Customer is under active subscription. Service Availability The ShotSpotter Gunshot Location Servicezwill be able to detect gunfire and available to users with online access to ShotSpotter data 99.9% of the time, on a 240 by 365 day per year basis, excluding: a) scheduled maintenance periods which will be announced to Customer in advance; b) select holidays (listed below) and c) third party network outages beyond SST's control. Customer SLA Credits Each Service Level measurement shall be determined quarterly, the results of which will be reviewed during the periodic account review meetings with Customer. For each calendar quarter that SST does not meet at least two of the three above standards, a fee reduction representing one free week of service (for the affected Coverage Area) for each missed quarter shall be included during a future Customer renewal. 2 Flex service includes all database, applications, and communications services hosted by SST, Inc. at our data center and specifically exclude Customer's internal network or systems or 3.d party communications networks, e.g. Verizon, AT&T or Customer's Internet Service Provider. REV: 06-19-18 MI Page 18 of 20 ATTY/AGR.2018.131 /ShotSpotter