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EUEIB <br /> ® TimeClock Plus SERVICE LEVEL AGREEMENT <br /> ® TIMECLOCK PLUS ONDEMAND <br /> SERVICE LEVEL AGREEMENT <br /> ® This Service Level Agreement ("SLA") shall apply to all hosted services provided by TimeClock Plus <br /> OnDemand expressly as an exhibit to the Master Services Agreement ("MSA") for each customer User <br /> ® ("User"). TimeClock Plus is committed to providing a highly available and secure network to TCP <br /> OnDemand Customers. This SLA provides certain rights and remedies in the event that User <br /> experiences service interruption as a result of failure of the TimeClock Plus OnDemand infrastructure. <br /> ® 1 DEFINITIONS <br /> Unless otherwise defined herein, the terms set forth in this Service Level Agreement shall have the same <br /> meaning as described in the Data Management, Inc. ("DMI") End User License Agreement For <br /> Subscription Based License (the "EULA") <br /> a. "Service Level." The measurements upon which the quality of Services is measured. <br /> ® b. "Basic Service Level." Unscheduled downtime for TimeClock Plus OnDemand access <br /> will not exceed 1 hour during a calendar month which equates to 99.86 percent <br /> guaranteed uptime. <br /> c. "Downtime." Any period where the Services are not available to the end users, regardless <br /> of reason. <br /> ® d. "Exempt Downtime." Regularly scheduled website maintenance period. DMI shall give <br /> ® at least 5 business days for scheduled website maintenance. <br /> e. "Performance Credit." A single Performance Credit shall be one day of subscription fees <br /> Q calculated on a monthly basis assuming a 30-day month. <br /> Q f. "Unscheduled Downtime." All Downtime that is not Exempt Downtime. <br /> g. "Severity 1"- Mission critical system(s) are down and no workaround is immediately <br /> Q available. All or a substantial portion of your mission critical data is at a significant risk of <br /> loss or corruption. You have had a substantial loss of service. Your business operations <br /> ® have been severely disrupted. <br /> O h. "Severity 2"- Major functionality is severely impaired. Operations can continue in a <br /> © restricted fashion, although long-term productivity might be adversely affected. <br /> i. "Severity 3"- Partial, non-critical loss of functionality of the software. Impaired operations <br /> O of some components, but allows the user to continue using the software. <br /> 0 <br /> ® 2. PROCEDURES <br /> ® The establishment of Service Levels will be accomplished as follows: <br /> O 2.1 Commencement. Service Levels are established as provided herein and will be <br /> Q measured starting on the "go live"date (" , 20_") for the Services. Service Level reporting <br /> O will be put into effect starting on the "go live" date for the Services. <br /> 0 <br /> 0 <br /> 0 <br /> 0 <br />