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le r <br />Exhibit C <br />SERVICE LEVEL AGREEMENT <br />Agreement Overview <br />This SLAoperates inconjunction with, and does not supersede o,replace any part of, the Agreement. |t <br />outlines the information technology service levels that we will provide to you to ensure the availability of <br />the application services that you have requested us to provide. All other support services are documented <br />inthe Support Call Process. <br />U. Definitions. Except as defined be|mv« all defined terms have the meaning yet forth in the <br />Attainment: The percentage of time the Tyler Software is available during m oo|emdor quarter, with <br />percentages rounded tothe nearest whole number. <br />Client Errorincident: Any service unavailability resulting from your applications, content or equipment, or <br />the acts or nm|o|onx of any of your sem|ms users or third -party providers over whom we exercise no <br />control. <br />Downtime: Those minutes during which the Tyler Software is not available for your use, Downtime does <br />not include those instances inwhich only uDefect |opresent. <br />Service Availability: The total number of minutes in a calendar quarter that the Tyler Software is capable <br />of receiving, processing, and responding to requests, excluding maintenance windows, Client Error <br />Incidents and Force Majeome. <br />Ill. Service Availability <br />The Service Availability ofthe Tyler Software isintended 1obe24/7/365. VVeset Service Availability goals <br />and measu!res whether we have met those goals by tracking Attainment. <br />a. <br />Your Responsibilities <br />Whenever you experience Downtime, you must make a support call according to the procedures outlined <br />in the Support Call Process. You will receive a support incident number. <br />You must document, in writing, all Downtime that you have experienced during a calendar quarter. You <br />must deliver such documentation tonswithin 30days ofaquarter's end. <br />The documentation you provide must evidence the Downtime clearly and convincingly. bmust include, <br />for example, the support incident number(s)and the date, time and duration ofthe Unwntime(s). <br />b. Our Responsibilities <br />When our support team receives a call from you that Downtime has occurred or is occurring, we will work <br />with you to identify the cause of the Downtime (including whether it may be the result of Client Error <br />Incident orForce K4aieure). VVewill also work with you 10resume normal operations. <br />