Reso 2025-3908 - Laserfiche WebLink

Home Browse Search

EXHIBIT 7 Service Level Commitments The following applies to any cloud -hosted CentralSquare software only. The following does not apply to any on -premise software, hardware, or third -party products. 1. Service Level Commitments A. Availability. During any calendar month, the availability of the Solution shall be no less than 99.99%, excluding scheduled maintenance. CentralSquare shall provide Customer with prompt notification as soon as it becomes aware of any actual or potential unscheduled downtime of the Solution, as well as continual periodic updates during the unscheduled downtime regarding CentralSquare's progress in remedying the unavailability and estimated time at which the Solution shall be available. B. Measurement. Service availability is measured as the total time that the solutions are available during each calendar month for access by Customer ("Service Availability"). Service Availability measurement shall be applied to the production environment only, and the points of measurement for all monitoring shall be the servers and the internet connections at CentralSquare's hosted environment. C. Calculation. Service availability for a given month shall be calculated using the following calculation: I. The total number of minutes which the service was not available in a given month shall be subtracted from the total number of minutes available in the given month. The resulting figure is divided by the total number of minutes available in the given month. ll. Service availability targets are subject to change due to the variance of the number of days in a month. III. The total number of minutes which the service was not available in a given month shall exclude minutes associated with scheduled or emergency maintenance. D. Remedy. If the service period target measurement is not met, then the customer shall be entitled to a credit calculated as follows: E. Credit must be requested by the customer within sixty (60) days of the failed target. Any credit awarded shall be applied to the next applicable invoice. Customer shall not be eligible for credits where customer is more than thirty (30) days past due on their account. 2. Exceptions. The Service Level Commitments and availability stated in this Exhibit do not cover services interruptions or performance issues that are caused by factors outside of CentralSquare or it's hosting partner's control. Such factors may include, but are not limited to: A. Internet Access. Issues relating to Customers internet access. Any outages, slowdowns, or other problems related to the internet connection are explicitly disclaimed; B. Customer's Internal Network Issues. Issues originating from Customers internal network such as network congestion, network equipment failure, or misconfigurations are explicitly disclaimed; MORE INFORMATION AT CENTRALSQUARE.COM