Application Service Levels Clause Samples

Application Service Levels. The Client requires the system to be available and perform normally seven days per week during Client’s normal operating hours which are from 6 A.M. to 6 P.M. In case of an emergency 3Di will provide system support response to problems reported by the Client in accordance with the following service level definitions and inter dependency with partners like Microsoft on Azure and other cloud-based services. 1 – High Unable to perform core functionality in production system and no workarounds exist System unavailable; all users unable to login 2 hours 8 hours 2 – Medium Unable to perform core functionality in production system but workarounds available. 8 business hours N/A 3 – Low Unable to perform non- essential functionality in production system; maintenance tasks; enhancement requests Typographical errors, label changes, Screen Display issues, etc. 24 business hours N/A

Application Service Levels. The hosted solution must meet the response time and availability standards described in this section. If response time and/or system availability degrades to a level of non-compliance during the periods specified, TheCustomer may request a Service Credit for each occurrence and NEOGOV must take the necessary steps to bringthe system back to the required level unless The Customer determines that factors outside NEOGOV’s control, such as The Customer’s infrastructure, are the cause. (1) Response Times. Average response times of less than five (5) seconds for screen-to-screen for 95% of all transactions and less than three (3) seconds average for field-to-field activity is required.