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t. <br /> er <br /> ..;„ _ <br /> • technologies <br /> Exhibit 2 <br /> Schedule 1 <br /> Service Level Agreement <br /> Agreement Overview <br /> This SLA outlines the information technologyservice levels that we will provide to you to ensure the availability of the <br /> Hosting Services that you have requested us to provide. All other support services are documented in the applicable <br /> Support Call Process, attached hereto as Schedule 1 to this exhibit. All defined terms not defined below have the meaning <br /> set forth in the Agreement. <br /> Definitions - <br /> Attainment:The percentage of time a service is available during a billing cycle,with percentages rounded to the nearest <br /> whole number. <br /> Client Error Incident:Any service unavailability resulting from your applications, content-or equipment, or theactsor <br /> omissions of any of your service users or third-party providers over whom we exercise no control. <br /> Downtime:Those minutes during which the applicable-software products are materially unavailable for your use. <br /> Downtime does not include those instances in which only a Defect is present. <br /> Service Availability: The total number of minutes in a billing cycle that a given service is capable of receiving, processing, <br /> and responding to requests, excluding maintenance windows, Client Error Incidents and Force Majeure. <br /> Service Availability <br /> The Service Availability of the applicable software products is intended to be 24/7/365.We set Service Availability goals <br /> and.measures whether we have met those goals by tracking Attainment. - <br /> Client Responsibilities - <br /> Whenever you experience Downtime,you must make a support call according to the procedures outlined in the <br /> applicable Support Call Process exhibit.You may escalate through the hosting hotline.You will receive a support incident <br /> number. Any Downtime is measured from the time we intake your support incident. <br /> To track attainment,you must document, in writing, all Downtime that you have experienced during a billing cycle. For <br /> purposes of:this Service Level Agreement, billing cycle shall be based on each calendar quarter.You must deliver such <br /> documentation to Tyler within thirty(30)days of a billing cycle's end. <br /> The documentation you provide must substantiate the Downtime. It must include,for example,the support incident- <br /> number(s) and the date,time and duration of the Downtime(s). <br /> Tyler Responsibilities <br /> Amendment-Pleasanton CA-Brazos-JW 1-1.18.19(2019-29730 11.15).doc <br />