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Exhibit A SMARTGov Community® Service Level Agreement This Service Level Agreement ('SLA ") for SMARTGov° Community Software as a Service (SaaS) is an exhibit to the SaaS agreement by and between Paladin Data Systems Corporation ( "PALADIN ") and City of Sunny Isles Beach, FL ( "CLIENT'), which the Parties have executed contemporaneously with this SLA. This SLA is attached to and incorporated into the SMARTGov Community SaaS Agreement. 1. DEFINITIONS As used in this SLA, the following terms shall have the following meanings: 1.1 "Access Protocols" will mean industry standard internet access protocols through which PALADIN makes SMARTGov Community® accessible to the CLIENT, which includes, unless otherwise specified, HTTP and HTTPS. 1.2 "Annual Subscription Service Fee" will mean the annual SMARTGov Community® Subscription Services fee. 1.3 "Application Service" will mean the SMARTGov Community® software application being delivered as a hosted service by PALADIN. 1.4 "Disaster" will mean a catastrophic event that is caused by acts beyond the reasonable control of PALADIN and that results in significant or potentially significant downtime or disruption of the production environment and requires PALADIN to invoke its Disaster Recovery plan. PALADIN has sole and exclusive right to declare Disaster. 1.5 "Disaster Recovery" will mean PALADIN's process to restore System Availability in the event that PALADIN declares a Disaster as defined above in 1.4. 1.6 "Non -Core System Functionality will mean functionality that does not require real time availability for effective use of the System. This explicitly includes, but is not limited to, reporting and background batch processing. Non -Core System Functionality availability is explicitly excluded from the calculation of System Availability. 1.7 "Party or Parties" shall mean either PALADIN or CLIENT individually or collectively. 1.8 "Scheduled Downtime" will mean the total amount of time during any Service Year during which the Application Service core features and functions are unavailable for the majority of CLIENT's users according to the Access Protocols, due to planned system maintenance performed by PALADIN, as set forth below. PALADIN will exercise reasonable efforts to perform scheduled system maintenance Friday thru Sunday between the hours of S:OOPM Friday PST and 12:00 AM Sunday PST. PALADIN reserves the right to change the scheduled downtime, provided that PALADIN makes reasonable effort to minimize impact on CLIENT. If the CLIENT approves a production change affecting the Application Service and core features outside of the scheduled system maintenance window indicated above, such maintenance shall be considered as Scheduled Downtime. 1.9 "Service Year" will mean the preceding 365 days from the date of an SLA claim. 1.10 "System" will mean the Application Service. 13 Initials — Paladin_ Client ` J IB