Laserfiche WebLink
SOLICITATION # CH16012 <br />future invoice relating to Cloud Service that did not meet the System <br />Availability SLA. <br />SuccessFactors <br />Our SLAs are not negotiable for Support. Under our SLA, System Availability <br />is 99.5% during each month for productive systems. Customers may claim a <br />credit of 2% of Monthly Subscription Fees for each 1 % below SLA (not to <br />exceed 100% of Monthly Subscription Fees). This credit may be applied to a <br />future invoice relating to Cloud Service that did not meet the System <br />Availability SLA. <br />VMware <br />VMware's SLAs are specific to the product or service, and are subject to the product's Terms of <br />Service (which are also provided). The SLA is specific to the product rather than to the customer, <br />to define the expected availability and recourse should the product not meet the stated availability <br />levels. VMware's existing customers include Federal, State and Local government customers as <br />well as commercial customers, who successfully utilize our products in accordance with the <br />current SLA and Terms of Service and their applicable, mandatory laws and regulations. <br />Accordingly, VMware is confident that the existing SLA meets the state and local government <br />requirements, as it is being utilized currently. <br />VMware IaaS Services <br />To best work with our customers and improve our terms in alignment with market requirements, <br />VMware is willing to review the terms of its SLA during negotiations of the Participating Addendum <br />to identify how the existing SLA meets the state's applicable and mandatory laws and regulations. <br />If it becomes apparent to the parties that it is necessary to revise VMware's SLA to comply with <br />the state's applicable and mandatory laws, VMware will enter into discussions about how to best <br />address these requirements <br />Vmware SaaS Services <br />VMware AirWatch <br />AirWatch Service Level Agreements are non-negotiable. AirWatch has a guaranteed uptime SLA <br />of 99.9%. Please refer to the AirWatch Hosted Services Policy for additional information. VMware <br />AirWatch acknowledges that if it is awarded a contract under the RFP that it will annually certify to <br />the Lead State that it still meets or exceeds the mandatory minimum requirements and technical <br />specifications of the RFP. <br />FireEye <br />SLAs are negotiable. <br />VirtueStream <br />Virtustream's Service Level Agreement is generally not negotiable. Our SLAs are one of the <br />strictest in the market place. To change the SLA would mean either changing the design or create <br />operational disruption and higher cost by engaging in non-standard processes and practices. For <br />example, Virtustream's SLA for Tier 1 storage is 10 ms latency. For Virtustream to change this <br />latency means changing the design for Tier 1 storage. <br />8.10.2 Offeror, as part of its proposal, must provide a sample of its Service Level Agreement, which should <br />define the performance and other operating parameters within which the infrastructure must operate to <br />meet IT System and Purchasing Entity's requirements. <br />Below is a sample of Virtustream's Service Level Agreement: <br />SERVICE LEVEL FRAMEWORK <br />The service levels ("Service Levels") applicable to the Services specified in Sections 1 and 2 are set forth in <br />Schedule B to this SD ("Service Levels for Cloud Platform Services"). The framework that governs all Service Levels <br />is set forth in this Section. <br />Commencement of Service Levels <br />Commencing thirty (30) days from the Service Start Date (as set forth in the applicable Order Form), Virtustream's <br />performance of the Services will meet each applicable Service Level. If Virtustream's performance of the Services <br />carahsoft 127 carahsoft <br />