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RFP-2 – Scope of Work RFP# PWD 25.604 City of Pleasanton, CA RFP-2 | Page 26 Internal Use Only 2.4.2.1.5 Service Level Fault A service level fault shall be calculated based on the formulas for software available and functionality availability below. 2.4.2.1.5.1.Software Availability Formula Availability shall be measured and communicated by the Contractor. Availability is calculated as the percentage of uptime in the applicable calendar month, excluding scheduled downtime: Where: “Total Unavailability Minutes” shall be the cumulative unavailability time in minutes in the applicable month where the Portal or Service are not available due to unplanned outages or from systematic errors on the part of the Contractor, “Total Minutes of Service per Month” shall be the cumulative time in minutes in the month in question, calculated by taking the number of calendar days in month x 24 hours/day x 60 minutes/hour, and “Total Minutes of Approved Downtime” shall be the cumulative time in minutes in the applicable month where the Contractor applications are not available due to scheduled downtime; other planned scheduled outages, or approved exclusion conditions as negotiated. The Contractor shall report or display software availability (based on the above formula) at a minimum monthly. 2.4.2.1.5.2.Functional Availability Formula Functional availability is considered a fault if more than 5% of the available meters are impacted by the loss of functionality for features deployed in the system greater than 30 business days or if a file interface is unavailable for more than 48 hours. 2.4.2.2 Service Level Response When a service level fault occurs, the Contractor is responsible for the following responses. 2.4.2.2.1 Software Service Level Response The Contractor shall communicate the status of the response on a regular basis or as requested by the City. 2.4.2.2.2 Billing Impediment Service Level Response The urgency and time to correct will be dependent upon the issue itself and its impact on the City’s ability to use the software. The Contractor shall prioritize the correction of any Billing Impediment and shall endeavor to correct such problems within 72 hours after issue identification. 2.4.2.2.3 Functional Service Level Response Where loss in functionality impacts more than 5% of Available Meters, the City shall consider this a Service Level Fault, and the Contractor shall prioritize the resolution. Other issues are considered bugs, and fixes will be implemented upon an assigned software major or minor release schedule. 2.4.2.2.4 Service Level Fault Remedies When a service level fault occurs, the following remedies will be applicable. 2.4.2.2.4.1.Credit for Software Downtime Docusign Envelope ID: 6AD75F50-8A33-85A5-8039-9E3E1257A838Docusign Envelope ID: 177582DA-4F1C-8834-813C-BC4FD03AA45E