Common use of System Availability Calculation Clause in Contracts

System Availability Calculation. For each Primary Business Component during the applicable Measurement Period, Availability is equal to number of Total Service Minutes excluding Downtime Minutes divided by Total Service Minutes during such Measurement Period, with the result expressed as a percentage. Total Service Minutes = Number of days in the month x 24 hours per day x 60 minutes per hour Availability % = (Total Service Minutes – Downtime Minutes) / Total Service Minutes x 100 Downtime Minutes: Total minutes a Primary Business Component is unavailable for all users or all functions during the calendar month  Maintenance Window minutes that it is unavailable for all users or all functions  Urgent Service Change minutes that it is unavailable for all users or all functions  Minutes that it is unavailable for all users or all functions for Items not within Contractor’s scope  Minutes that it is unavailable for all users or all functions when State has not authorized a recommended patch or upgrade  Minutes that it is unavailable for all users or all functions as a result of the Internet or User network or equipment  Restart Minutes necessary when it is unavailable for all users or all functions  Minutes that it is unavailable for all users or all functions for Excused Performance situations EXAMPLES:  Example 1 Siebel Primary Business Component in Production is down for 20 minutes on October 7th and 35 minutes on October 20th. During the October 20th outage the server needed to be recycled to restore service. The recycling of the server took 15 minutes. The Availability percentage is computed as follows: Downtime minutes = 20 + (35 – 15) = 40 minutes Availability percentage = (44,640 – 40 downtime minutes) / 44,640 x 100 = 99.91%

System Availability Calculation. For each Primary Business Component during the applicable Measurement Period, Availability is equal to number of Total Service Minutes excluding Downtime Minutes divided by Total Service Minutes during such Measurement Period, with the result expressed as a percentage. Total Service Minutes = Number of days in the month x 24 hours per day x 60 minutes per hour Availability % = (Total Service Minutes – Downtime Minutes) / Total Service Minutes x 100 Downtime Minutes: Total minutes a Primary Business Component is unavailable for all users or all functions during the calendar month  − Maintenance Window minutes that it is unavailable for all users or all functions  − Urgent Service Change minutes that it is unavailable for all users or all functions  − Minutes that it is unavailable for all users or all functions for Items not within Contractor’s scope  − Minutes that it is unavailable for all users or all functions when State has not authorized a recommended patch or upgrade  − Minutes that it is unavailable for all users or all functions as a result of the Internet or User network or equipment  − Restart Minutes necessary when it is unavailable for all users or all functions  − Minutes that it is unavailable for all users or all functions for Excused Performance situations EXAMPLES:  • Example 1 Siebel Primary Business Component in Production is down for 20 minutes on October 7th and 35 minutes on October 20th. During the October 20th outage the server needed to be recycled to restore service. The recycling of the server took 15 minutes. The Availability percentage is computed as follows: Downtime minutes = 20 + (35 – 15) = 40 minutes Availability percentage = (44,640 – 40 downtime minutes) / 44,640 x 100 = 99.91%

System Availability Calculation. For each Primary Business Component during the applicable Measurement Period, Availability is equal to number of Total Service Minutes excluding Downtime Minutes divided by Total Service Minutes during such Measurement Period, with the result expressed as a percentage. Total Service Minutes = Number of days in the month x 24 hours per day x 60 minutes per hour Availability % = (Total Service Minutes – Downtime Minutes) / Total Service Minutes x 100 Downtime Minutes: Total minutes a Primary Business Component is unavailable for all users or all functions during the calendar month  Maintenance Window minutes that it is unavailable for all users or all functions  Urgent Service Change minutes that it is unavailable for all users or all functions  Minutes that it is unavailable for all users or all functions for Items not within Contractor’s scope  Minutes that it is unavailable for all users or all functions when State has not authorized a recommended patch or upgrade  Minutes that it is unavailable for all users or all functions as a result of the Internet or User network or equipment  Restart Minutes necessary when it is unavailable for all users or all functions  Minutes that it is unavailable for all users or all functions for Excused Performance situations EXAMPLESDowntime Minutes EXAMPLE:  Example 1 Siebel Primary Business Component in Production is down for 20 minutes on October 7th and 35 minutes on October 20th. During the October 20th outage the server needed to be recycled to restore service. The recycling of the server took 15 minutes. The Availability percentage is computed as follows: Downtime minutes = 20 + (35 – 15) = 40 minutes Availability percentage = (44,640 – 40 downtime minutes) / 44,640 x 100 = 99.91%

System Availability Calculation. For each Primary Business Component during the applicable Measurement Period, Availability is equal to number of Total Service Minutes excluding Downtime Minutes divided by Total Service Minutes during such Measurement Period, with the result expressed as a percentage. Total Service Minutes = Number of days in the month x 24 hours per day x 60 minutes per hour Availability % = (Total Service Minutes – Downtime Minutes) / Total Service Minutes x 100 Downtime Minutes: Total minutes a Primary Business Component is unavailable for all users or all functions during the calendar month  − Maintenance Window minutes that it is unavailable for all users or all functions  − Urgent Service Change minutes that it is unavailable for all users or all functions  − Minutes that it is unavailable for all users or all functions for Items not within Contractor’s scope  − Minutes that it is unavailable for all users or all functions when State has not authorized a recommended patch or upgrade  − Minutes that it is unavailable for all users or all functions as a result of the Internet or User network or equipment  − Restart Minutes necessary when it is unavailable for all users or all functions  − Minutes that it is unavailable for all users or all functions for Excused Performance situations EXAMPLESDowntime Minutes EXAMPLE:  • Example 1 Siebel Primary Business Component in Production is down for 20 minutes on October 7th and 35 minutes on October 20th. During the October 20th outage the server needed to be recycled to restore service. The recycling of the server took 15 minutes. The Availability percentage is computed as follows: Downtime minutes = 20 + (35 – 15) = 40 minutes Availability percentage = (44,640 – 40 downtime minutes) / 44,640 x 100 = 99.91%