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ATTACHMENT A—OCLC SERVICE LEVEL AGREEMENT <br /> This Service Level Agreement sets forth the service level and performance objectives of OCLC in providing the Hosted <br /> Services (as listed in Section 1 of this SLA) to Institution (the "Systems"). OCLC will use commercially reasonable <br /> efforts to meet the following service level and performance objectives to support the operation of the Systems. <br /> 1. Covered OCLC Services <br /> This SLA applies only to Hosted Services that are: (1)listed below;and(2)subscribed to by Institution. <br /> WorldShare Acquisitions WorldCat Discovery Services <br /> WorldShare Circulation Hosted CONTENTdm <br /> Hosted EZproxy <br /> WorldShare Interlibrary Loan <br /> WorldShare License Manager <br /> WorldShare Collection Manager <br /> WorldShare Record Manager <br /> Tipasa <br /> 2. Uptime Commitment <br /> OCLC will use commercially reasonable efforts to ensure that the Hosted Services are available 99.5%of the time(the "Uptime <br /> Commitment").Availability will be measured as follows: <br /> • Availability=(T-D)/(T) * 100% <br /> • T=the total number of minutes in the respective month. <br /> • D = the total number of minutes of downtime in the month excluding planned outages for scheduled maintenance, <br /> telecommunications or power disruptions caused by third parties,any other causes beyond OCLC's reasonable control, and <br /> excluding other times described herein. <br /> OCLC will notify Institution promptly of any factor,occurrence,or event coming to its attention likely to affect OCLC's ability <br /> to meet the Uptime Commitment,or that is likely to cause any material interruption or disruption in the Hosted Services. <br /> Scheduled maintenance may occur any Sunday during a 4-hour window and may occasionally be extended.Notice of scheduled <br /> maintenance shall occur 3 days prior to scheduled downtime. In the event planned emergency maintenance is required, OCLC <br /> will make commercially reasonable efforts to notify Institution in advance. <br /> 3. Systems Management <br /> 3.1 Monitoring. OCLC will monitor and maintain the Systems in working order each day(24 x 7). OCLC will <br /> proactively manage and monitor all application server hardware devices and software to ensure optimal performance and <br /> reliability as well as to detect abnormal events or exceeded utilization or performance thresholds. <br /> 3.2 Maintenance. OCLC will operate, monitor and administer all servers, applications and networks supporting <br /> the OCLC Services.In order to provide such coverage,OCLC may utilize a mixture of on-site and on-call support staff,automated <br /> server monitoring and automated paging technology. <br /> 3.3 Change Control. OCLC will install new equipment, software, releases, upgrades, fixes, patches and other <br /> items necessary to maintain the Systems to industry standards.OCLC will proactively gather information from appropriate server, <br /> peripheral,operating system or database vendors regarding upgrades,defect patches or fixes. <br /> Everett Public Library 20170701 Page 7 of 13 OCLC Master Services Agreement <br />