Service Level Period

EdGate offers customers two different levels of Correlation Services service level agreements (SLAs) designed to meet the individual support levels required by customers.

Eligibility

All members of the EdGate Correlation Services community are eligible to obtain a Correlation Services SLA.

System Availability and Security

EdGate has a dedicated staff of developers and network engineers who maintain and monitor EdGate’s systems. EdGate will make every effort to provide a 99.7% site and application availability (where applicable) and provide 24 x 7 x 365 performance and fault monitoring. The exception will be for scheduled maintenance and upgrades. EdGate monitors and maintains a fully–dedicated server with redundant Internet connectivity, comprehensive backup, RAID fault protection and multiple levels of power backup. EdGate’s data center facilities offer secure and reliable access to its applications. These facilities provide a controlled environment with extensive backup power, first rate fire detection and suppression systems, superior, reliable and redundant power systems, and 24 hours a day, seven days a week secured access. Power backup is maintained through battery banks and onsite diesel generators for extended outages. Daily data backups are performed with weekly offsite tape rotation. Where appropriate, SSL (128-Bit Secure Socket Layer) technology is employed to protect transmissions between EdGate and its customer. EdGate’s systems are protected by ICSA Certified IPSec-validated firewalls, antivirus and intrusion detection systems and all systems are proactively monitored for unauthorized activity so that user privacy and security is maintained. If unexpected failure should occur, upon written request the client will receive credit of $100 per hour for the time service was unavailable. Credit will not exceed 10% of yearly service fee for Annual Maintenance fee. The exception will be for scheduled maintenance and upgrades. The request for credit must be received within 30 day of incident. Credits will be issued to Customer as set forth herein only if Customer is not in default of the Agreement or was not in default of the Agreement during the period in which the deficiency occurred. Services credits shall not be issued where an SLA is missed as a result of: 1) the act or omissions of Customer, its employees, contractors, agents or end users; 2) the failure or malfunction of equipment, applications, or systems not owned or controlled by EdGate or its partners; 3) Force Majeure events; 4) scheduled implementation or service maintenance; 5) unavailability of required Customer personnel, including the failure of Customer to provide EdGate with accurate, current contact information.

Single Point of Contact (SPOC)/Customer Hours of Operation

All customers who commit to an SLA option must provide a Single Point of Contact (SPOC). The SPOC should include the telephone number of the on-site customer resource who can assist EdGate with troubleshooting. For customers with extended hours support, the SPOC should be a phone number to a pager, cell phone or the help desk/dispatching phone system for the SPOC. During off hours, EdGate will call the SPOC if troubleshooting assistance is required during the customer's extended hours of operation, as specified on the Network SLA Registration form.

Customer Contacts

Customer contacts, specified in the Network SLA Registration form, should be individuals who are responsible for network services or who have a requisite level of technical expertise. These contacts are eligible to call EdGate for SLA support after they use applicable troubleshooting documents to eliminate local hardware and infrastructure problems. At least one SPOC must be available during the customer's hours of operation.

Limited Customer Site Support

Our goal is to support our customers and help our customers with all reasonable issues. However, from a contractual perspective, it needs to be understood that EdGate does not provide support for any issues identified to be outside the EdGate facilities or outside EdGate’s Internet connection. EdGate may assist in resolving issues related to desktop technologies that enable usage of EdGate’s solutions but is not required by this SLA to do so. An example would be the inability to access a report because Adobe Reader is not installed on the client machine. Desktop support shall be provided by the customer. Therefore, it is strongly recommended that customers familiarize themselves with the minimum requirements for using EdGate’s services.

Levels of Service

EdGate offers two service levels to meet customers' individual needs. Customers who do not register for Level 2 services will automatically be added as Level 1 customers.

Level 1: Monday - Friday, 8 a.m. – 5 p.m., Pacific Standard Time.

EdGate will monitor the Correlation Services sites and respond to problems between the hours of 8 a.m. and 5 p.m. on weekdays, except for EdGate holidays. Customers must have a contact available to assist EdGate during these hours.

Level 2: Monday – Friday, 8 a.m. – 5 p.m., Pacific Standard Time. and On-Call Assistance.

In addition to the support received by Level 1 customers, Level 2 customers will be given an emergency telephone number through which they can reach EdGate assistance 24 hours per day, seven days per week. If customers discover an outage or major problem during off hours, they may request off-hours assistance by calling the emergency telephone number. Customers must have someone at the customer site to assist EdGate with troubleshooting when requesting off-hour assistance.

Changes to Levels of Service

EdGate reserves the right to change its SLA at any time and will provide 30 day’s notice to customers of such changes.

Service Matrix

The following matrix summarizes the differences in the two levels of support:

Service Provided	Level 1	Level 2
EdGate provides and maintains Bulk Download file and other client interface availability.	X	X
EdGate troubleshoots problems during normal business hours (Pacific Time).	X	X
EdGate provides customers with an emergency telephone number that can be used to call for assistance 24 x 7.		X

SLA Definitions

Contracted Services: Services for which customers or sponsoring agencies (e.g., Department of Education, Publishers, etc.) contract with EdGate.

Customer Hours of Operation: Hours of the day during which someone will be available at the customer's site to assist EdGate with troubleshooting. These hours are specified in the customer's contract.

EdGate Holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Day, and the Friday after Thanksgiving. If one of these holidays falls on a Saturday, it will be observed on the preceding Friday. If a holiday falls on Sunday, it will be observed the following Monday.

Normal Business Hours: 8 a.m. – 5 p.m. Monday through Friday, Pacific Standard Time except EdGate holidays.

Off Hours: Any time other than normal business hours.

Single Point of Contact (SPOC): The specific (single) contact information that EdGate will use to contact the customer (e.g., pager, helpdesk, mobile phone, etc.).