Linko Technology Inc 10/26/2018 - Laserfiche WebLink

Page 5 of 17 4.2 Any other work the Customer requests that is not covered by this agreement will be will be quoted and approved separately and then made a part of this agreement, pursuant to a written Statement of Work signed by both parties. PART 5—SERVICE LEVELS Linko will use commercially reasonable efforts to provide the Application in accordance with the following: 5.1 Precautions. Use of the following precautions to enhance uptime: (a) Fault-tolerant storage devices; (b) Daily full database backups; (c) 24/7 monitoring of server availability; (d) Maintenance and periodic testing of a disaster recovery plan including hardware spares and data recovery; (e) Minimized use of scheduled downtime periods and maintenance windows; and (f) Use of a high reliability co-location facility that meets SSAE 16 standards (formerly SAS 70) with a minimum 99.95% uninterrupted transit-to-the-internet guarantee, on-site emergency backup power; multiple Tier One upstream Internet backbone providers; Redundant internal network devices; 24/7 internal network monitoring. 5.2 Availability. Available 99.95% of each month, as defined below. (a) "Available" means the Linko servers for the Application are accessible from the Internet and the Application is open for use in accordance with this Agreement, except during the Weekly Maintenance Window and any Scheduled Downtime, and excluding any downtime caused by the failure of third party vendors, the Internet in general, the Customer or its equipment, disaster recovery activities, or any emergency or force majeure event. (b) "Scheduled Downtime" means scheduled downtime to perform maintenance, backup, and upgrade functions. Scheduled Downtime will not exceed 4 hours per calendar month and will be scheduled on the first Tuesday of every month between 6:00PM and 10:00PM PST. (c) "Unavailability" means the number of minutes by which the Application failed to meet the 99.95% availability target. For example, if the Application should have been Available for 6000 minutes in a month but was only available for 5595 minutes, then the Unavailability for that month would be 5 minutes. (d) "Weekly Maintenance Window" means the window during which time the Application may be unavailable to allow Linko to perform system maintenance, backup, and upgrade functions for the Service as follows: