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<br /> <br /> <br />EXHIBIT B <br />SERVICE LEVEL TERMS <br />A. Service Level Agreement <br /> <br />1. Applicable Levels. Govstream shall provide the Services to City with a System Availability of at <br />least 99.5% during each calendar month of the Agreement following initial implementation completion. <br /> <br />2. Scheduled System Maintenance. Govstream may take the Service offline for scheduled <br />maintenances of which City has received prior written notice of the planned maintenance schedule. <br /> <br />3. System Availability Definition. <br /> <br />3.1 “System Availability” means the percentage of minutes in a month that the key components of the Service <br />are operational. The following are excluded from System Availability: <br /> <br />a. scheduled maintenance; <br /> <br />b. events of force majeure; or <br /> <br />c. events caused by the City’s acts or omissions or inoperability of City’s technology/devices. <br /> <br />4. Remedies. Should Govstream not achieve System Availability for 2 months or more in any six - month <br />period, the City shall be entitled to the following down time credit against fees due: <br /> <br />4.1 Two-months – 10% credit <br /> <br />4.2 Three months – 15% credit <br /> <br />4.3 Four or more months – 20% credit <br /> <br />The downtime credit remedy provided herein is not exclusive and City shall be entitled to all other remedies provided for in <br />this Agreement or provided in law and equity as a result of City’s failure to meet System Availability requirements. Downtime <br />shall begin to accrue as soon as City (with notice to Govstream) recognizes that downtime is taking place and continues until <br />the availability of the Services is restored. <br /> <br />In order to receive downtime credit, City must notify Govstream in writing within 24 hours from the time of downtime, and <br />failure to provide such notice will forfeit the right to receive downtime credit. Such credits may be applied to receive the <br />Services only and may not be redeemed or refunded for ca sh and shall not be cumulative beyond a total of credits for one (1) <br />week of Service Fees in any one (1) calendar month in any event. Govstream will only apply a credit to the month in which the <br />incident occurred. Govstream’s blocking of data communication s or other Service in accordance with its policies shall not be <br />deemed to be a failure of Govstream to provide adequate service levels under this Agreement. <br />B. Support Services <br /> <br />1. Services Support entitles the City to the following: <br />Govstream will provide Technical Support to City via both telephone and electronic mail on weekdays during the hours of 9:00 <br />am through 5:00 pm Pacific Time, with the exclusion of Federal Holidays (“Support Hours”). <br />City may initiate a helpdesk ticket during Support Hours by emailing [support@govstream.ai] or via instant messaging, for <br />example, Slack, Microsoft Teams or other communication channels agreed by both parties.