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Platinum Hosting, Support and Service Level Agreement <br /> Hosting Details <br /> Data Center • Highly Reliable Data Center <br /> • Managed Network Infrastructure <br /> • On-Site Power Backup&Generators <br /> • Multiple telecom/network providers <br /> • Fully redundant Network <br /> • Highly Secure Facility <br /> • 24/7/365 System Monitoring <br /> Hosting • Automated CivicEngage Software Updates <br /> • Server Management&Monitoring <br /> • Multi-tiered Software Architecture <br /> • Server software updates&security patches <br /> • Database server updates&security patches <br /> • Antivirus management&updates <br /> • Server-class hardware from nationally recognized provider <br /> • Redundant firewall solutions <br /> • High performance SAN with N+2 reliability <br /> Bandwidth Multiple network providers in place <br /> • Unlimited bandwidth usage for normal business operations (does not apply in the <br /> event of a cyber attack) <br /> • 45 Gb/s burst bandwidth <br /> • Emergency After-hours support, live agent(24/7) <br /> Disaster Recovery On-line status monitor at data center <br /> • Event notification emails <br /> • Guaranteed recovery TIME objective(RTO)of 4 hours <br /> • Guaranteed recovery POINT objective(RPO)of 4 hours <br /> • Pre-emptive monitoring for disaster situations <br /> • Multiple data centers <br /> • Geographically diverse data centers <br /> • Defined DDoS Attack Process <br /> DDoS Mitigation • Identify attack source <br /> • Identify type of attack <br /> • Monitor attack for threshold engagement <br /> • DDOS Advanced Security Coverage <br /> • Continuous DDoS mitigation coverage <br /> • Content Distribution Network support <br /> • Proxy server support <br /> • Live User Detection service <br /> V.PPH 03.01.16-0001 <br /> Page 1 of 4 <br />