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f)A <br />S(%UIT6 <br />TIONS <br />APPENDIX 13-2: MaaS SCHEDULE A SERVICE LEVEL AGREEMENT <br />This Service Level Agreement /SiA\ outlines the general terms and conditions under which Aouitas provides <br />certain Services, namely W1eaS services to the {]1y. Notwithstanding anything to the contrary in this SLA or <br />otherwise, this SLA does not apply to Services consisting of any additional Maximo 7.Oinstance used in atesting, <br />development ortraining environment. <br />Availability - The City ability to access/use the subscribed 4muitss environment and resources within the <br />committed timefr@mes.Availability commitments are summarized below. <br />Downtime —Tinne during which a computer system or network is not available for use. Downtime occurs in two <br />forms, planned and unplanned. Planned Downtime isforecast b«the owner ofthe affected systenn/s\and isused <br />for maintenance, upgrades, or other system management activities. Unplanned Downtime is defined as any <br />Downtime that is not planned. Causes for Unplanned DBvvDtirne include but are not limited to: hardware or <br />software failures, power outages, telecommunications network failures, or human error. <br />End User —An individual on the City staff making use of the Services. <br />Interruption —A situation that results in the City being either, (a) totally unable to access the Services, or (b) <br />unable to make use of the Services because of performance outside agreed parameters. <br />Service Hours — Hours during which Aquitas provides Services to the City as specified in this SLA <br />Trouble —An issue or condition that is either causing an Interruption, or, if heft unresolved is likely to cause an <br />Annual Availability Commitment of 99.99% is provided for hardware, network, and software applications. <br />The City must be able toaccess the AoUbasresources subscribed 10under this Agreement. AouitesDatacomtern <br />are designed and engineered to meet SSAE 16� CSAE 3416, and |5AE 3482 guidelines. The Availability is <br />determined based on twenty four (24) hours per day and seven /7\ days per week except for times of <br />umevailabil:ity due to Planned Downtime and exclusions such as (i) planned maintenance windows for which <br />/\quitas provides at least forty might /48\ hours prior notice whenever possible; (|i) failure of any Network or <br />Internet Infrastructure not owned or managed by /\qmitas Uii\ Downtime caused by any failure of the City <br />computer systems, network, hardware or software orits telecommunications equipment orother equipment; <br />(iv) Downtime caused by any act or omission of any End user that is inconsistent with /\quitas' suggested use or <br />the City authorized use mfthe system; (v) Downtime caused byevents beyond Aquitas' reasonable control. <br />Service Level Credit <br />|nthe event that the City cannot access the system for any reason other than those listed above, Aquitas will <br />South Bend Maximo Migration to MaaS Page 34 of 36 Confidential <br />