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REV: 01-13-25 LR <br />EXHIBIT C <br />CLOUD SERVICES SLA <br />Platform Hosting <br />Hosting of the Populus Curb and Mobility Manager Platforms is included for the duration of the <br />Agreement. In the case the Provider ceases providing service to the City for any reason either <br />initiated by the City or the Provider, Provider will work with the City in advance of cessation of <br />services to ensure all City data hosted on Provider’s platforms is stored in a location which the <br />City can access and use after the Agreement ends. <br />Performance Standards <br />The Populus platform is an entirely cloud-based software hosted in a secure Google Cloud <br />environment. The Populus platform offers a 99% uptime SLA as measured by synthetic <br />monitoring implemented in NewRelic. Populus will resolve all issues within 24-72 hours. If <br />Populus does not achieve and maintain the Software Service Levels for the Software Service as <br />described in this SLA, then the City will be eligible for a credit towards a portion of monthly <br />service fees. This credit will be based upon the length of time out of compliance. <br />Populus does not control uptime and reliability of external, third-party data sources such as asset <br />management systems, parking meters, mobile pay, or sensor data. Populus will work with third- <br />party operators that share data with Populus to improve data availability. <br />Populus’s Customer Success team will provide regular support and respond promptly to <br />customer inquiries. <br />ATTY/AGR.2025.005/Populus Technologies, INC (SaaS Agreement) (Page 18 of 34)