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REV: 06-24-22 RL <br />Level 3 <br />Impaired. Incident occurs <br />when a primary feature of the <br />product is not working as <br />expected and an <br />acceptable workaround is <br />available – does not impact <br />the basic usability of the <br />product <br />govDelivery system not connecting to social <br />media, single customer app/feature help, or <br />database requests <br />govMeetings system files won’t upload, or text <br />not rendering <br />govAccess website works but there are <br />problems with presentation <br />Within one (1) <br />business day of <br />notification by the <br />customer of <br />occurrence <br />Level 4 <br />Low Impact. Incident that has <br />a limited business impact and <br />requests can be scheduled. <br />Programmatic change to back-end or front- <br />end to improve efficiency <br />Distribution of all patches and upgrades <br />Within three (3) <br />business days of <br />notification of <br />customer of <br />occurrence <br />Resolution time will be based on the service or support request and regular follow-ups will be communicated with <br />the customer on final resolution. Granicus shall use commercially reasonable efforts to resolve errors affecting non- <br />essential components of Granicus Solutions, or errors that can be reasonably circumvented but errors that require <br />debugging of programming code may need to be corrected during the next regular update cycle. <br />AVAILABILITY <br />Availability is defined as the ability of users to access the Granicus Solutions services via the internet. Granicus <br />represents an up-time guarantee of 99% per calendar quarter for its hosted services. Notifications for Granicus <br />Solutions of any system-wide outages will occur within one hour from the time the issues are first recognized by <br />Granicus. <br />Downtime is defined as any time that the Granicus Solutions services are unavailable. <br />A Site Outage is defined as continuous Downtime, as determined through URL monitoring (HTTP). Downtime reporting <br />is limited to a Site Outage. Site Outage monitoring is conducted by Granicus utilizing industry-standard monitoring <br />tools. Reports of Site Outages will be provided on an as-requested basis up to once per calendar quarter. <br />A Site Outage does not include Downtime that falls into one or several of the exclusions below: <br />Scheduled or routine maintenance <br />Caused by force majeure (which shall include any circumstances beyond Granicus’s reasonable control, including but <br />not limited to, acts of God, labor strikes and other labor disturbances, power surges or failures) <br />The first four (4) Site Outages in any given quarter that are corrected within fifteen (15) minutes of their start <br />The first five (5) minutes of any Site Outage is a grace period and will not be considered Downtime under any <br />circumstances <br />o Example: a Site Outage of fourteen (14) minutes in duration that is one of the first four (4) such <br />outages in a given quarter would not result in any Downtime, while a Site Outage of sixteen (16) <br />minutes would result in eleven (11) minutes of Downtime. After four (4) Site Outages of between <br />five (5) and fifteen (15) minutes in a quarter, all Site Outage time over five (5) minutes for any <br />one instance will count as Downtime. <br />For govAccess, Granicus is not responsible for errors associated with denial of service attacks, <br />distributed denial of service attacks, or customer DNS <br />ATTY/AGR.2022.156/Granicus (Online agenda and meeting hosting and indexing) (Page 18 of 32)