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EXHIBIT "C" - SERVICE LEVEL AGREEMENT <br />This attachment exists for the purpose of creating an understanding between ImageTrend <br />and Client who elects to host the application on ImageTrend's servers. It is part of our <br />guarantee for exceptional service levels for as long as the system annual support fee is <br />contracted. This Service Level Agreement (SLA) applies to any site or application hosted <br />in our datacenter as contracted. <br />Hosting at the ImageTrend's Datacenter <br />ImageTrend's hosting environment provides 99.5% availability and is comprised of state- <br />of-the-art Blade Servers and SAN storage that are configured with the no single point of <br />failure through software and infrastructure virtualization, blade enclosure redundancies <br />and backup storage policies. Our Microsoft SOFS SAN has a fiber channel backend, has <br />dual storage controllers with redundant power supplies and redundant paths to disk, and <br />hot swappable drives. We do offsite replication to disk on a second SAN. Scheduled <br />maintenance and upgrades do not apply to the system availability calculation and all <br />Clients are properly notified of such scheduled occurrences to minimize accessibility <br />interruptions. Maintenance occurs the last Wednesday of each month between 9 and <br />11 pm Central. <br />Hardware <br />ImageTrend server hardware is configured to prevent data loss due to hardware failure <br />and utilize the following to ensure a quick recovery from any hardware related problems. <br />1. Independent Application and Database Servers <br />o Microsoft SQL Server 2014 <br />o Microsoft Windows Server 2016 <br />2. Redundant Power Supplies <br />3. Off -Site Idle Emergency Backup Servers (optional) <br />4. Cisco 5516x ASA Firewall with IDS/IPS and VPN <br />5. Redundant Disk configuration <br />6. Disk Space allocation and Bandwidth as contracted <br />Physical Facility <br />The ImageTrend utilizes industry leading colocation facilities are located in Eagan, <br />Minnesota and Dallas Forth -Worth. Requirements such as power supply and power <br />conditioning, normal and peak bandwidth capacity, security and fail over locations are all <br />part of an overall strategy to provide the most reliable hosting facility possible. <br />1. UL Certified® containerized power units feed each data hall <br />2. High -efficiency Tri -mode cooling design & delivery offers PUE reduction <br />3. Diverse & secure utility entry points <br />REV: 06-15-2020 PR <br />ATTY/AGR.2020.099/ImagTrend, Inc. (Page 25 of 32) <br />