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REV: 04-07-24 LF <br />EXHIBIT C <br />CLOUD SERVICES SLA <br />1. Service Availability <br />Provider commits to a minimum uptime of 99.9% measured on a monthly basis, excluding <br />scheduled maintenance windows. Uptime is defined as the period during which the SaaS Solution <br />is accessible and functional for authorized users. <br />METRIC COMMITMENT <br />Monthly Uptime 99.9% <br />Maximum Unscheduled Downtime per Month 43 minutes <br />Measurement Period Calendar month <br />2.Scheduled Maintenance <br />Maintenance Window: Sundays, 12:00 AM – 6:00 AM Pacific Time <br />Advance Notice: Provider will provide at least 72 hours' written notice for scheduled maintenance <br />that may impact availability <br />Emergency Maintenance: Provider will notify the City as soon as practicable in the event <br />emergency maintenance is required outside the standard window <br />Scheduled maintenance windows are excluded from uptime calculations <br />3.Performance Standards <br />TRANSACTION TYPE MAXIMUM RESPONSE <br />TIME <br />Query lookups and common inquiries (search, displaying results, <br />reports) <br />3 seconds (average) <br />Field-to-field prompting within a single screen 1 second <br />Page/screen navigation 3 seconds (average) <br />Document upload (per file, up to 25MB)10 seconds <br />4.Data Backup & Recovery <br />Backup Frequency: Automated daily backups Retention Period: 90 days <br />Recovery Capability: Point-in-time recovery within the retention period <br />Recovery Time Objective (RTO): 4 hours from determination of need for restoration <br />Recovery Point Objective (RPO): Maximum 12 hours of data loss (last daily backup) <br />Backup Testing: Provider will test backup restoration procedures quarterly <br />5. Network & Infrastructure <br />Hosting Location: US-based data centers only <br />Bandwidth: Provider will maintain sufficient network bandwidth between its servers and the <br />Internet to allow the platform to operate as intended <br />Redundancy: Platform hosted on infrastructure with redundant power, network, and storage <br />Data Encryption: AES-256 encryption at rest; TLS 1.3 encryption in transit <br />ATTY/AGR.2026.096/TBD (Relocation Assistance Software) (Page 21 of 33)