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CivicPlus will use commercially reasonable efforts to insure that in the event of a disaster that make the Primary data center unavailable <br /> (defined below)Client site will be brought back online at a secondary data center(the"Service Commitment"). In the event CivicPlus <br /> does not meet the Service Commitment,you will be eligible to receive a Service Credit as described below. <br /> Definitions <br /> • "Datacenter availability"is determined by inability to provide or restore functions necessary to support the Service. <br /> Examples of necessary functions include but are not limited Cooling, Electrical,Sufficient Internet Access, Physical <br /> space, and Physical access. <br /> • A"Service Credit"is a dollar credit,calculated as set forth below,that we may credit back to an eligible account. <br /> • Recovery Time Objective(RTO)is the most anticipated time it will take to bring the service back online in the event of a <br /> data center event. <br /> • Recovery Point Objective(RPO)the amount of data lost that is considered acceptable. <br /> Service Commitments and Service Credits <br /> Service Credits are calculated as a percentage of the total charges paid by you(excluding one-time payments such as upfront <br /> payments)for the month accordance with the schedule below. <br /> Recovery Time Objective Service Credit Percentage <br /> 4 Hours 10%of one month's fee <br /> V.PPH 03.01.16-0001 <br /> Page 4 of 4 <br />