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2022 OMIGA Solutions Inc. 6 causes a problem or outage. (d) AOC has forgotten to update their SSL certificates and the SSL certificates have expired. (e) AOC experiences a network outage. Since there are many points of failure, OMIGA Solutions’ agreed-upon metrics that are defined in this SLA document may only be applied at the point that we are the source of the problem. Outages within AOC, the customer’s own systems, and/or the customer’s network provider’s systems over a period of several days do not fall within the scope of this SLA nor does OMIGA Solutions assume responsibility for them. Document Storage Synchronization Operations (Applicable to locally installed software only!): In the case where the document-storage resides internal to the customer, OMIGA Solutions will provide the customer with a Windows executable program. The program is made up of more than 3 files. One file is intended to be configured according to the unique requirements of the customer. This file ends with a *.config file extension. The Windows executable that OMIGA Solutions provides to the customer will, generally speaking, look for files located in a document storage solution, determine if they are relevant case-related files, transmit them over HTTPS to OMIGA Solutions’ e-Docs servers, and then disconnect from the customer’s document storage system. For this reason, it is important that the customer not expect that the data displayed in OMIGA Solutions’ e-Docs manager will be automatically synchronized with the customer’s document- storage solution. In order to update the case-documents when making a change to your document- management data, you will need to “refresh” the OMIGA Solutions e-Docs external documents list. The executable currently depends on Microsoft .NET Framework 4.5 in order to execute and perform its tasks. This may change in the future. The executable transmits the customer’s ticket data over port 443 which is a standard SSL port. Other than allowing outbound traffic on port 443 and ensuring that the user-account running the executable has the appropriate permissions to read and delete files in the configured processing path of the program, there is no other operational requirement of the software. Case-File Processing Executable Maintenance (Applicable to locally installed software only!): OMIGA Solutions may periodically update the executable supplied to any Court customer as updates and enhancements are developed. Given that this executable is responsible for reading the appropriate document data, and also updating it, there may be updates or enhancements required over time. The maintenance fee associated with any contract related to the OCourt system is partially used to ensure this component stays up-to-date with technology changes over time. If any Court customer wishes to disable or rebuild the server that the OCourt executable is running on, they merely need to copy all of the files associated with the Ocourt executable… and place them into a directory on the new server. There is no uninstall process, re-configuration process, or other Windows artifacts in- place that need to be addressed. If any Court customer needs a new copy of the OCourt executable, OMIGA Solutions will provide one for them at no charge. Ticket Processing Bandwidth: OMIGA Solutions does not expect to have any difficulty processing up to the maximum allowable number of documents that our pre-screened customers are able to accommodate As the exact processing volumes and capabilities of hardware, software, and other factors adjust over time… so will the exact contents of this portion of the Service Level Agreement.