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SOLICITATION # CH16012 <br />For business continuity purposes, Salesforce supports disaster recovery with a dedicated team <br />and a 4 hour recovery point objective (RPO) and 12 hour recovery time objective (RTO). <br />Additional details can be provided with the execution of an NDA between Salesforce and your <br />Agency. <br />In terms of remedies, the Salesforce Service Terms incorporated as part of the End User <br />Licensing Agreement indicate the following regarding Termination allowing customers to terminate <br />the contract at time of renewal: <br />User subscriptions will automatically renew for additional periods of one (1) year at the list price <br />in effect at the time of renewal unless You give Your Reseller notice of termination at least 30 days <br />prior to the end of the relevant subscription term."" <br />ServiceNow <br />See 8.12.2 for the Availability SLA. <br />Docusi n <br />See 8.12.4. <br />SAP <br />Ariba <br />Please see the details provided in 8.12.4 response. <br />Field lass <br />Please see the answer to Question 8.12.4, above. <br />Hanna <br />Penalties and remediation for SLA violations are detailed in the Statement of <br />Work. <br />Hybris <br />Our SLA provides tenant remuneration for losses they may incur due to <br />outages within the infrastructure. <br />VMware <br />For VMware there is a service credit reimbursement structure outlined above. We have detailed <br />recovery procedures that include defined steps, roles and responsibilities and accountable <br />personnel to help ensure streamlined disaster recovery. <br />As conversations progress, AirWatch can provide specific details regarding our disaster recovery <br />timelines and strategies. <br />FireEye <br />FireEye has established formal Business Continuity and Disaster Recovery plan, as well as <br />Incident Response and Recovery Plans to help maximize availability of critical customer -impacting <br />services. <br />8.12.7 Provide a sample of performance reports and specify if they are available over the Web and if they <br />are real-time statistics or batch statistics. <br />CA <br />APM <br />A report of the Service's measured monthly SLA is available to Customer upon <br />request <br />MAA <br />Reports are generated periodically and ad hoc. Customers can use their <br />support.ca.com credentials to access private trust site which contains SLA details for <br />the subscribed service. <br />CAAgile <br />Realtime and historical system status can be viewed at https://status.rallydev.com <br />ASM <br />Reports are generated periodically and ad hoc. <br />Google <br />Google does not produce customer specific performance reports. The web based Apps Status <br />Dashboard displays real time System Availability Details. Customers can works with their Google <br />reseller to design a reporting system using Google Sheets based on which incident actually <br />impacts their end users. Service availability issues are isolated to specific applications and specific <br />eo raphically locations and thus would not impact all of your users or your account at all. <br />AODocs <br />AODocs does not produce customer specific performance reports. Customers can visit the <br />AODocs status page: status.aodocs.com. AODocs provides a set a usage reports and AODocs <br />team can also work with the customer to build specific reports <br />Virtru <br />We have realtime monitoring of both server side operations and client side interactions. <br />Salesforce <br />System Performance ReportsOur track record speaks for itself—Salesforce has maintained high <br />levels of availability across all Salesforce instances since inception. As an on -demand vendor <br />carahsoft 148 carahsoft <br />