Attachment_14_-_Proposed_Service_Level_Agreements.xlsx

Service Level Requirements

[The total number of agreed actions in the Measurement Period] Monthly Monthly TBD Critical Critcal SLAs Penalties (total cumulative down hours/total hours):

Missed SLA Fee: 5% of invoice price Earn Back: 3 months without critical is outages or missed critical SLAs SLR-2 Cross Functional Incident Resolution Time Resolution Time to Resolve Defect Level 1: ≤ 2 hours Defect Level 2: ≤ 4 hours Defect Level 3: ≤ 72 hours Defect Level 4: ≤ 10 Buinsess day Defect Level 1: ≤ 2 hours 95% of the time Defect Level 2: ≤ 4 hours 95% of the time Defect Level 3: ≤ 48 hours 95% of the time Defect Level 4: ≤ 120 hours 95% of the time [Number of defects that met SLR] [The total number of defects in the Measurement Period] Monthly Monthly TBD Critical Critcal SLAs Penalties (total cumulative down hours/total hours):

Missed SLA Fee: 5% of invoice price Earn Back: 3 months without critcial is outages or missed critical SLAs SLR-3 Cross Functional Root Cause Analysis (RCA) timing Root Cause Analysis - For Defect Level 1 and Defect Level 2 and as requested Time to Report Within 5 days of reported failure or as agreed by OCDA 98% [Number of instances within Performance Target] [Total number of instances during Measurement Period] = “Percent (%) Attained”

For Incidents due to change — Measure every 4 weeks Monthly Monthly TBD Critical Critcal SLAs Penalties (total cumulative down hours/total hours):

Missed SLA Fee: 5% of invoice price Earn Back: 3 months without critcial is outages or missed critical SLAs

Missed SLA Fee: 5% of invoice price Earn Back: 3 months without critcial is outages or missed critical SLAs SLR-5 SaaS Recovery Time Objective (RTO) and Recovery Point Objective (RPO) Recovery Time and Data Recovery Recovery Time and Data Recovery Recovery Time and Recovery Point ≤8 hours with ≤1 hour of data loss [Number of instances within Performance Target] [Total number of instances during Measurement Period] Designated recovery period following a disaster Periodically throughout the recovery period TBD Critical Critcal SLAs Penalties (total cumulative down hours/total hours):

Missed SLA Fee: 5% of invoice price Earn Back: 3 months without critcial is outages or missed critical SLAs SLR-6 Cross Functional Incident Response Time Response Time to Respond Incident: ≤ 15 elapsed minutes Incident Response within 15 minutes, ≥ 95%, Incident Response within 30 minutes, = 100% [Number of Incidents that met SLR]

[Total number of incidents during Measurement Period] = “Percent (%) Attained”

[total number of phone calls to the Service Desk during the Measurement Period]

[Total number of e-mails received during the Measurement Period] x 100% = “Percent (%) Attained”

Voice Mail response rate: [Number of voice mails received by the voicemail system during the Measurement Period and responded to by a Service Desk agent within the Performance Target] [Total number of voice mails received by the voicemail system during the Measurement Period]

[Total number of Incidents Resolved and service requests completed during the Measurement Period]

[Total number of breach instances] Annually Annually TBD Monitored N/A

&"Arial,Regular"Texas Office of Court Administration eFileTexas 2.0 &"Arial,Regular"RFO No. 212-20-0385 Attachment B.1 - Service Level Requirements

&"Arial,Regular"&K000000Page B.1.&P

Definition: An incident is an event that is not part of normal operations that disrupts operational processes. It may involve the failure of a feature or service that should have been delivered or some other type of operation failure.