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SOLICITATION # CH16012 <br />advance notice was not provided to customers, will be counted against the up -time <br />SLA. <br />ASM <br />Customers are notified at least two weeks in advance for planned downtime. <br />Google <br />Google's maintenance routines are done in a manner that ensures there is no need to schedule <br />any downtime. <br />AODocs <br />AODocs's maintenance routines are done in a manner that ensures there is no need to schedule <br />any downtime. <br />Salesforce <br />There are two types of maintenance at Salesforce: System Maintenance and Release <br />Maintenance. System Maintenance is for sustaining the performance, reliability, security, and <br />stability of the infrastructure supporting our services. When maintenance is scheduled, the specific <br />timing and availability to be expected during that time will be communicated to all customers <br />approximately one week in advance of the maintenance window upon login to Salesforce and via <br />a posting to http://trust.salesforce.com/trusVmaintenance. In the event of planned maintenance <br />where the services will be unavailable for more than four hours, or that requires customer action in <br />advance, Salesforce endeavors to communicate via email several months in advance. Please <br />Note: If emergency system maintenance is required, customers may be notified less than one (1) <br />week in advance. <br />Major Release Maintenance is for upgrading the services to the latest product version to deliver <br />enhanced features and functionality. Major release dates and times are posted on <br />http://trust.salesforce.com/trust/maintenance approximately one month before release to Sandbox <br />instances. An email notification and blog post regarding Sandbox preview instructions is also sent <br />approximately one month prior to upgrading Sandbox instances. Email notification of major <br />release dates is sent one month prior to upgrading non -Sandbox instances. The Release Notes <br />document describing the new features and functionality is posted in Help & Training one month <br />prior to upgrading non -Sandbox instances. Final release reminders are communicated to all <br />customers approximately one week prior via email and upon logging into Salesforce. <br />Major release maintenance occurs three times per year. The instance will be unavailable for up to <br />five minutes during the release window. <br />Patch Releases and Emergency Releases are used to deliver scheduled and ad hoc application <br />fixes. Patch releases are scheduled weekly and are usually deployed to instances on Tuesday, <br />Wednesday or Thursday, with release to Asia -Pacific instances the following day. Emergency <br />releases are conducted on an as -needed basis and can occur any day of the week. Whenever <br />possible, patches and emergency releases are deployed during off-peak hours and without <br />downtime. <br />ServiceNow <br />ServiceNow notifies customers at least 10 days prior to scheduled maintenance for infrastructure <br />network, hardware or software that might impact service. ServiceNow targets no more than two <br />hours of downtime due to scheduled maintenance per month. <br />Docusign <br />Continuous availability is a necessity for mission -critical business applications in a global world. <br />It's also a key component of the xDTM standard. Zero maintenance downtime means that <br />DocuSign is always available, regardless of the time -of -year, day -of -week, time zone or country. <br />DocuSign's Carrier Grade System Architecture, a first in SaaS, eliminates maintenance downtime, <br />and ensures the highest level of performance resiliency and data integrity. This is accomplished <br />through a combination of advanced high availability architecture, native DocuSign engineering, <br />and both s ecialized and commodity hardware and software components. <br />SAP <br />Ariba <br />Scheduled downtime windows for maintenance, upgrades or new releases are <br />provided in the Service Level Agreement. Our uptime percentage takes <br />scheduled maintenance into account. <br />carahsoft 145 carahsoft <br />