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M TASEA <br />P R O T E C T L I F E <br />Service Level Agreement <br />Attachment D <br />This Service Level Agreement (SLA) is a policy governing the use of the Evidence.comTM Service <br />offerings. <br />1 Service Commitment. Apart from maintenance described in Section 2, TASER will use <br />reasonable efforts to make the Service Offerings available 99.9% of the time 7 days per week <br />on a 24 -hour basis. <br />2 Maintenance. <br />2.1 Scheduled maintenance will take place according to our prevailing routine maintenance <br />schedule. Routine maintenance is currently scheduled on the fourth Tuesday of each <br />month from 7:00 am to 8:00 pm Pacific Standard Time. Maintenance periods may <br />periodically result in the Service Offerings being unavailable. When possible, TASER <br />will give notice 1 week prior to any changes to the maintenance schedule. <br />2.2 Emergency maintenance may have less than a 24 -hour notification period. Emergency <br />maintenance may be performed at any time, with or without notice as deemed <br />necessary by TASER. <br />After Hours Emergency Support. E'vidence.com Help Desk are available at <br />4 Response Times. <br />Issue <br />Description Targeted <br />Targeted <br />Classificati <br />Response Time <br />Resolution <br />on ....�._ .... <br />....�..._._ ........�_ .......�....� � �.� � �...�.ti.�...�....�...�... __ ... <br />Time* <br />Severity 1 <br />_._._.. .... ............�......_.._._..... <br />. Business critical function is down As soon as possible, <br />� -- �. <br />Less than 24 <br />Material impact to Customer's using reasonable <br />hours <br />business commercial efforts <br />No workaround exists <br />Severity <br />a Business critical function is impaired 1 Business Day <br />Less than 2 weeks <br />or degraded <br />There are time - sensitive issues that <br />materially impact ongoing <br />production <br />Workaround exists, but it is only <br />tempqrpry _ <br />Severity 3 <br />Non - critical function down or 1 Business Day <br />Mutually agreed <br />impaired <br />timeframe based <br />Does not have significant current <br />on prioritization. <br />production impact <br />Performance is de ra_ded <br />* Resolution time <br />is a target, but may not be possible with all reported issues depending <br />on <br />circumstances. <br />5 Backup. TASER will administer system backup according to our prevailing backup plan. The <br />Agency retains rights to all Agency Content and user data contained in the backups in <br />accordance with this Agreement. The Service Offerings will alert the Agency Administrator(s) <br />of upcoming scheduled evidence deletions within the system and the Agency Administrator(s) <br />Title: Evidence.com Master Service Agreement with Exhibits Page 23 of 27 <br />Department: Legal <br />Version: 11.0 <br />Release Date: 7/31/2015 <br />