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ROUTEWARE
City of Pleasanton
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ROUTEWARE
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Last modified
12/18/2024 12:01:10 PM
Creation date
12/18/2024 11:59:51 AM
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CONTRACTS
Description Type
Professional Services
Contract Type
New
NAME
ROUTEWARE
Contract Record Series
704-05
Munis Contract #
2025385
Contract Expiration
6/30/2026
NOTES
SOFTWARE SUPPORT
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Page 1 of 4 REV. 06/15/2024 <br /> <br />ROUTEWARE, INC. <br />SERVICE LEVEL AGREEMENT (SLA) <br /> <br />This SLA incorporates by reference the Routeware Master Sales and License Agreement (hereinafter “Agreement”) <br />executed by the parties. <br /> <br />1. Uptime Service Levels for The Company’s Products <br /> <br />Every effort will be made by The Company to conduct periodic monitoring of its Products to assess availability in <br />order to meet the following service availability targets. <br /> <br /> <br />Objective Definition Target <br />Software Uptime* Software application availability time <br />(EasyRoute, RCC, EnCore, etc.) <br />99% <br /> <br />*Uptime SLA only applies to Software hosted by the Company. Scheduled service unavailability times are not included in our uptime calculations. <br />Uptime is measured every 180 days over standard service across all customers. <br /> <br /> <br />If the Company does not meet the Uptime Percentage Target specified above, Customer will be entitled, upon written <br />request, to a service level credit (“Service Level Credit”), with respect to the applicable Software, equal to the total <br />number of minutes of downtime during the month divided by the total month’s minutes, minus 0.01, all multiplied by <br />the monthly average Software Fee derived from one-twelfth (1/12th) of the then-current annual Software Fees paid <br />to the Company. Such Service Level Credit will be applied to the customer’s invoice for the billing period following the <br />date on which the Company approves the request for credit by the Customer. <br /> <br />2. Support Service Level Matrix – Notification from Customers of a defect or via internal audit reports <br /> <br />HARDWARE SUPPORT LEVEL MATRIX <br />• Tier 1 Level Support will investigate, and action next steps. Tier 2 Level Support will target to provide initial <br />response to Customer within 1 Business Day when received via email. If an email, chat or call is made related <br />to a Tier 1 Support case, Customer will receive the initial response immediately and/or within the first twelve <br />(12) hours. <br />• In the event that a Field Service Technician is required at the sole discretion of the Company, Technical Support <br />will liaise with The Company’s Fulfillment team to assist with finding an approved installer. <br />• If the issue relates to a hardware malfunction and Customer is unable to utilize the hardware to operate, the <br />Company will endeavor to resolve the issues, or replace the hardware device where applicable. In some cases, <br />a workaround may be provided to Customer until a hardware replacement is received. While The Company <br />may provide replacement hardware with expedited or overnight shipping, the Company is not responsible for <br />delays by the shipping carrier. <br /> <br />SOFTWARE SUPPORT LEVEL MATRIX: The following table details the different priorities for incidents. All hours <br />and days listed are business hours, or business days and valid from the date/time of notification to the Company. <br />All target diagnosis and resolution times are approximate. The Company will use commercially reasonable efforts <br />to address incidents within the stated timelines below. <br /> <br />Docusign Envelope ID: CA8705DF-3575-4273-B3E5-0EF60EBEB3C1
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