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SOLICITATION # CH16012 <br />Priority Level 1 <br />Fatal Issue: Problem causing the Customer Website to cease from operating. <br />This situation is generally described as a total failure. <br />25 Minutes <br />(7x24) <br />2 hours <br />Priority Level 2 <br />Major Issue: Problem causing the Customer Website to experience major <br />problems with it ability to operate. This situation exists when the Customer <br />Website is partially failing however it is still able to function. <br />25 minutes <br />(7x24) <br />12 hours <br />Priority Level 3 <br />Degradation of Performance: Problem affecting only certain non -critical <br />functions of the Customer Website. This situation is occurring when the <br />Customer Website is usable but has certain limited functions. <br />2 hours <br />1 business day <br />Priority Level 4 <br />Minor Issue: This situation includes all other non -critical problems. It is present <br />when the Customer Website is usable however the problem results in a minor <br />issue affecting it. <br />2 hours <br />3 business days <br />Upon receipt of a service call classifying the priority level, SAP Hybris will <br />deploy commercially reasonable efforts to respond and assist in the resolution <br />of the problem. <br />Application support for code developed by Customer or its implementation <br />partner will be provided by Customer or Customer's implementation partner. <br />If SAP hybris provides SAP Hybris Commerce, Cloud Edition support to a <br />Customer as requested by Customer, and it is subsequently revealed that <br />SAP Hybris was not responsible for the problem or the problem was not <br />classified correctly by the customer, Customer will pay SAP Hybris on a time <br />and materials basis for such support and assistance. <br />SuccessFactors <br />VMware <br />Our Availability Commitment for VMware AirWatch is 99.9%. The SLAs are subject to the terms of <br />the applicable Terms of Service for VMware AirWatch. <br />If the Availability of a class of service that you purchase is less than the associated Availability <br />Commitment, then you may request Service Credits for that affected class of service. Availability <br />in a given month is calculated according to the following formula: <br />"Availability" = ((total minutes in a calendar month — total minutes Unavailable) / total minutes in a <br />calendar month) x 100 <br />A class of service will be considered "Unavailable," subject to the Service Level Agreement <br />Limitations set forth below, if VMware's monitoring tools determine one of the following events has <br />occurred ("SLA Event"). The total minutes that a class of service is Unavailable for a particular <br />SLA Event is measured from the time that VMware validates the SLA Event has occurred, as <br />defined below, until the time that VMware resolves the SLA Event such that the Service Offering is <br />Available to you. If two or more SLA Event occurs simultaneously, the SLA Event with the longest <br />duration will be used to determine the total minutes Unavailable. <br />carahsoft 143 carahsoft <br />