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IntelliTime Systems Corporation Hosting Services <br /> System Availability Service Standards ("SASS") <br /> IntelliTime Systems Corporation provides this SASS subject to the terms and conditions below,which will <br /> be fixed for the duration of the initial term of the Service subscription. If a Service subscription is <br /> renewed,the version of this SASS that is current at the time the renewal term commences will apply <br /> throughout the renewal term. <br /> A. Monthly Service Level <br /> a. The Service Level is 99.9% (average of 43 minutes month) <br /> b. The Monthly Uptime Percentage is calculated for a given calendar month using the <br /> following formula: <br /> Monthly Uptime Percentage=(Total number of minutes in a given calendar month- Total number of <br /> minutes of Unplanned Downtime in a given calendar month)/Total number of minutes in a given <br /> calendar month <br /> B. Service Resumption <br /> a. Should the Service Level fall below 99.9%for a given month, IntelliTime Systems <br /> Corporation will take immediate action to correct issues causing the service level <br /> violation. <br /> b. IntelliTime Systems Corporation will work directly with customers submitting Service <br /> ® Disruption Claims, at no charge,with Service Assistance including dedicated additional <br /> processing or data entry that was the result of service disruption. <br /> C. Service Disruption Claims <br /> a. Customer must provide all reasonable details regarding the Service Disruption Claim, <br /> including but not limited to,detailed description of the Incident, the duration of the <br /> Incident,the number of affected users and the locations of such users and any attempts <br /> made by Customer to resolve the Incident. <br /> b. IntelliTime Systems Corporation will use all information reasonably available to it to <br /> validate claims and make a good faith judgment on whether the SASS and Service Levels <br /> apply to the claim. <br /> c. IntelliTime Systems Corporation will use commercially reasonable efforts to process <br /> claims within 45-days. In most cases providing immediate assistance to impacted <br /> customers. <br /> D. Exclusions <br /> a. Unplanned Downtime does not include: <br /> i. The period of time when the Service is not available as a result of Scheduled <br /> Downtime; or <br />