AgdaPkt 2020-11-23 Joint SA PFA - Laserfiche WebLink

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DuuSi�pOD65-ocgn EEnvvoeDC4AD8344748-4C7A-957C-BDF25F9BOF3E Attachment 1 Service Level Agreement Appendix This Service Level Agreement (SLA) is a policy governing the use of Axon Evidence ("Service Offerings") under the Agreement. Definitions. "Downtime" is time, measured in minutes, in which the Service Offering is Unavailable to City. Downtime does not include Scheduled Downtime and does not include Unavailability of the Service Offering due to limitations described in Exclusions. "Incident" a period in which City experiences Downtime. "Maximum Available Minutes" is the total accumulated minutes during a Service Month for the Service Offering. "Monthly Uptime Percentage" is (Maximum Available Minutes - Downtime) / Maximum Available Minutes 100. "Scheduled Downtime" is time, measured in minutes, in which the Service Offering is unavailable to City and falls within scheduled routine maintenance or planned maintenance timeframes. "Service Month" is a calendar month at Coordinated Universal Time (UTC). "Unavailable" and "Unavailability" is when the Service Offering does not allow for the upload of evidence files, viewing of evidence files or interactive login by an end-user. Service Level Obicctive. Vendor will use commercially reasonable efforts to make the Service Offerings available 99.99% of the time. Guaranteed Service Level and Credits. If Vendor fails to make the Service Offering available to the defined Monthly Uptime Percentage availability levels, City may be entitled to Service Credits. Service Credits are awarded as days of Service Offering usage added to the end of the Service Offerings subscription term at no charge to City. Monthly Uptime Percentage Service Credit in Days Less than 99.9% 3 Less than 99.0% 7 RegLuestinp Service Credits. In order for Vendor to consider a claim for Service Credits, City must submit the claim to Vendor's customer support, including all information necessary for Vendor to validate the claim, including (i) a detailed description of the Incident; (ii) information regarding the time and duration of the Incident; (iii) the number and location(s) of affected users (if applicable); and (iv) descriptions of City's attempts to resolve the Incident at the time of occurrence. 4.1 Vendor must receive the claim within one month of the end of the month in which the Incident that is the subject of the claim occurred. For example, if the Incident occurred on February 12, Vendor must receive the claim and all required information by March 31. 4.2 Vendor will evaluate all information reasonably available to Vendor and make a good faith determination of whether a Service Credit is owed. Vendor will use commercially reasonable efforts to process claims during the subsequent month and within 45 days of receipt. City must be in compliance with all Vendor agreements to be eligible for a Service Credit. If Vendor determines that a Service Credit is owed to City, Vendor will apply the Service Credit to the end of City's Service Offering subscription term. Service Credits may not be exchanged for or converted to monetary amounts. REV: 11-19-2020 EI ATTY/AGR.2020.266/Axon (Page 17 of 36) 199