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Julota® SaaS Agreement <br />EXHIBIT A <br />Service Level Agreement <br />In performing the Services for Customer, Julota's level of performance shall be at least equal to or exceed the Service Levels set <br />forth in this Service Level Agreement (this "SLA") at all times during the Term of the applicable Statement of Work. <br />A. Definitions. Unless otherwise defined in this Addendum, the capitalized terms in this Addendum have the following <br />meaning. Defined terms that are not defined in this Addendum will have the same meaning as in the Agreement. <br />1. "Authorized User" is a person who has been granted authority to use the Services by the Customer <br />Representative. <br />2. "Availability" means that the Services are readily available to Customer and operating without material Error, <br />excluding any Outages and "Low" level incidents (defined below). <br />3. "Customer Representative' means the single person that Customer has designated in writing to Julota to be its <br />Customer Representative. Customer may change the Customer Representative by written notice to Julota. Only <br />one person may be designated as Customer Representative at any time. In addition to the authority designated in <br />this Addendum, the Customer Representative is awarded all rights designated to Authorized Users (e.g., the <br />ability to contact the Support Desk). Only the Authorized Users may contact the Support Desk. <br />4. "Emergency Maintenance" means the downtime required by Julota for upgrading or maintaining the Services; <br />provided, that Julota has given Customer at least twenty-four hours prior written notice of such downtime, <br />provided that Emergency Maintenance does not exceed five (5) hours per month, and provided that Emergency <br />Maintenance does not occur more than six (6) times per year. <br />5. `Failure" means any failure of Julota to meet a Service Level requirement; but excludes those failures attributable <br />to a Force Majeure event. <br />6. `Monthly Availability Percentage" means the amount equal to the total number of minutes (multiply the number <br />of calendar days in any given month by the product of 24 times 60) in the applicable calendar month, minus the <br />total Outage time for that month, then divided by the total number of minutes. <br />7. `Outage" means the period (measured in minutes) that the Services are not readily available to Customer and/or <br />are operating with material Error; but shall not include: (i) Scheduled Downtime (which will not exceed ten (10) <br />hours in aggregate per month); (ii) emergency maintenance activities which will not exceed five (5) hours per <br />month; (iii) periods of unavailability attributable to Customer's negligent acts or omissions; or (iv) Customer's <br />failure to timely respond to Julota in connection with the resolution of any Problem. <br />8. "Regular Release" means releases of minor product updates for upgrading or maintaining the Services; <br />provided that there shall be no more than two regular releases per week and downtime for these weekly releases <br />does not exceed fifteen (60) minutes for each release. <br />9. "Scheduled Downtime" means the downtime required by Julota for upgrading or maintaining the Services; <br />provided, that (i) such downtime occurs between the hours of 22:00 MT USA and 5:00 MT USA (or such other <br />hours that Customer has previously and specifically approved in writing); and (ii) Julota has provided five (5) <br />business days prior written notice of such downtime. This may also be referred to as "Scheduled Maintenance". <br />(iii) not to exceed 4 hours each month. <br />10. "Support Desk" is a resource that provides administrative support and technical support to Authorized Users. <br />B. Technical Support. <br />1. Contact Methods. Julota will make available to the Authorized Users two means of contacting the Support Desk: an <br />email (Support Email") and Web Portal. <br />1. Email Support: Julota-Supporta©julota.com <br />2. Web Portal: http://support.julota.com <br />2. User Support Hours. Unless otherwise stated, standard user support hours are Monday —Friday from 8 AM to 5 <br />PM (Mountain Time) local time with the exception of state and Federal holidays. In the event calls or emails are <br />page 9 of 16 <br />