Exhibit “A” Tablet Command
Service Level Agreement
CA\JR\08000.00005\10278813.4
Uptime
Tablet Command provides a guarantee of 99.9% uptime for the Software (8.76 Hours downtime per year) However, Tablet Command strives for 100% uptime for all services. Since inception, we have achieved better than 99.99% uptime. Our system is distributed across multiple data centers in multiple availability zones in order to achieve high availability. Fundamentally, even without connectivity or updates from CAD, the application will continue to function and be able to manage incident(s).
Response Time
Tablet Command support will respond to “Critical” customer requests within two (2) hours between the hours of 0700 hours and 1900 hours Pacific Standard Time (PST) Monday through Sunday. Tablet Command will respond to requests received between the hours of 1900 hours and 0700 hours by 1000 hours PST the following day. Tablet Command will acknowledge “Routine” support requests within 2 business days.
"Critical” definition: Any issue or problem that has an impact to service delivery and impacts multiple users associated with the account. e.g., CAD interface interruptions, Status interruptions, Tablet Command system level interruptions, etc. “Routine” definition: Any issue or problem that impacts an individual user such as password reset requests, account creation requests, etc.
Support Requests
Tablet Command support can be accessed in the following ways:
● Through the Tablet Command support website: support.tabletcommand.com ● Support Request from within the Tablet Command Application(s) ● Directly through our support web service: [email protected] ● Telephone support: 877-998-2639
Notifications
Tablet Command requires that the customer provide two notification methods or contacts including email and SMS numbers, that can be utilized to report issues related to Tablet Command. These two methods will be used to notify the customer’s agency(ies) appropriately.
A minimum of one operational contact and one technical contact will be provided by the customer.
Tablet Command will communicate any loss of connection related to the CAD interface provided that the interface provides a heartbeat. Tablet Command will provide notification of loss of connection within 1 hour.
Services Included in Service Level Agreement:
DocuSign Envelope ID: DA904820-FCDA-40F6-9A8B-269B0E5EC60C CA\JR\08000.00005\10278813.4
2 ● Guarantee 99.9% uptime for CAD Interface API
● Tablet Command Apple Push Notification Service
● Tablet Command CAD API
● Tablet Command Synchronization API (Not including Real Time Sync) ● Web Portal - api.tabletcommand.com
● SMTP CAD interface
Interface Software
We strive to build the most reliable interface software possible. Due to the fact that our interface is dependent on a number of variables within the customer infrastructure we are unable to assume responsibility for service interruptions at the customer interface level. We operate robust monitoring and notification services to ensure that changes in the customer interfaces are detected and resolved in the most timely and efficient manner possible.
Monitoring
Tablet Command is monitored by third party monitoring service Pingdom. Customer can view the status of Tablet Command API at any time at: http://status.tabletcommand.com/ Not covered by Service Level Agreement:
● System wide internet outages including issues such as DNS provider failure, etc. ● Internet connectivity of customer interface, or devices. ● Network changes affecting Tablet Command interface.
● Scheduled downtime that the customer is notified for
● Real Time Sync is excluded
● Tablet Command.com website is excluded
● Incident notifications as these are dependent upon connectivity of the device and also Apple or Google Push Notification service.
● APN of incidents delivered to Apple. Tablet Command is not responsible for notifications not being delivered by Apple or due to no or poor data connectivity of the customer’s device.
● Connectivity of the device to the Internet is not included ● Mapping is not included as it is dependent on ESRI ArcGIS Online service.
DocuSign Envelope ID: DA904820-FCDA-40F6-9A8B-269B0E5EC60C CA\JR\08000.00005\10278813.4
3 AGENCY NOTIFICATION CONTACTS:
Title Telephone SMS E-Mail
Operations
Dispatch
Center
IT Support
CAD Manager
Other
TABLET COMMAND NOTIFICATION CONTACTS:
Website Application Support Web
Service
Telephone
Tablet Command
Support
support.tabletcom
mand.com
Settings>App
Support
support@tabletco
mmand.com
877-998-2639
Notification Procedures:
1. City of Corona, Corona Fire Department Tablet Command, Inc.
By: By:
Name: Brian Young Name:
Title: Fire Chief Title:
Address for Notice:
735 Public Safety Way
Corona CA 92880
Address for Notice:
8 Fallen Leaf Court
Lafayette, CA
Justin McGough
Matt Windish
Jim Aukerman (951) 279-3702
(951) 736-2394
(951) 736-2220 [email protected]
[email protected]
[email protected]
DocuSign Envelope ID: DA904820-FCDA-40F6-9A8B-269B0E5EC60C Riviere Van
President, CEO