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REV: 04-07-24 LF <br />6. Service Level Credits <br />In the event Provider fails to meet the 99.9% uptime commitment in any calendar month, City <br />shall be entitled to a service credit applied to the next invoice period as follows: <br />MONTHLY UPTIME SERVICE CREDIT (% OF MONTHLY FEE) <br />99.0% – 99.9%5% <br />95.0% – 98.9%10% <br />Below 95.0%25% <br />Service credits apply to outstanding or future invoices only and are forfeit upon termination of the <br />Agreement. Provider is not required to issue refunds or make payments against such credits under <br />any circumstances, including termination of the Agreement. <br />7. Incident Communication <br />Unplanned Outages: Provider will notify the City's designated contact within 30 minutes of <br />becoming aware of an unplanned service disruption <br />Status Updates: Provider will provide status updates every 60 minutes during an active incident <br />until resolution <br />Post-Incident Report: Provider will deliver a written root cause analysis within 5 business days <br />of resolution for any outage exceeding 30 minutes <br />ATTY/AGR.2026.096/TBD (Relocation Assistance Software) (Page 22 of 33)