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REV: 06-24-22 RL <br />EXHIBIT C <br />CLOUD SERVICES SLA <br />Exhibit C: Help Desk Services and Availability <br />Granicus will provide complete help desk support for administrators and customers of the Granicus Solutions. <br />Regular support will be available during regular business hours, Monday-Friday; via email or toll-free <br />telephone. <br />CUSTOMER SUPPORT CONTACT <br />Hours: 8:00 am – 10:00 pm ET (9:30 am – 5:00 pm <br />Europe) Emergency Support is available 24/7 <br />Please submit support requests via: <br />Portal: support.granicus.com <br />Email: support@granicus.com <br />Phone: 1-800-314-0147 USA, 0800 032 7764 Europe <br />Please submit govDelivery Communications Cloud subscriber support only requests to: <br />Portal: subscriberhelp.granicus.com <br />Email: subscriberhelp@granicus.com <br />Phone: 1-800-439-1420 USA, 0808 234 7450 Europe <br />COMMUNICATION SERVICE LEVEL AGREEMENT <br />Granicus response to support and service requests will be based on four (4) Severity Levels: <br />Severity <br />Level Description Examples Initial Customer <br />Response Time <br />Level 1 <br />Emergency. Incident <br />represents a total outage; the <br />product is unavailable or not <br />accessible for use <br />govDelivery’s admin.govdelivery.com is down <br />or all sending is significantly delayed <br />govMeetings web server is running but the <br />application is non-functional or SQL-server <br />errors that are not related to hardware <br />govAccess website is unreachable by public <br />users <br />Within one (1) hour <br />of notification by <br />the customer of <br />occurrence <br />Level 2 <br />Severely Impaired. Incident <br />occurs when a major feature <br />of the product is not working <br />and there is no workaround <br />available, or the workaround <br />is not acceptable and <br />impacts the primary usability <br />of the product <br />govDelivery PageWatch sending is delayed by <br />more than 20-30 minutes, or sudden and <br />significant deliverability issues or intermittent <br />errors or low performance issues for some or <br />many customers <br />Site operational but govMeetings modular <br />functionality is non-operational <br />govAccess error, where there is no means of <br />circumvention, that renders an essential <br />component of the content management tool <br />non-functioning that did not occur at the time <br />of the website launch and usually requires <br />debugging of programming code <br />Within four (4) <br />hours of <br />notification by the <br />customer of <br />occurrence <br />ATTY/AGR.2022.156/Granicus (Online agenda and meeting hosting and indexing) (Page 17 of 32)