24-15 emsCharts Agreement.pdf

IE. ATTACHMENT A MAINTENANCE AND SERVICE LEVEL GUIDELINES DEFINITIONS A. “Regular or Peak Hours”: The hours of 7:00 a.m. to 11:00 p.m. (based on Eastern Standard Time or Eastem Daylight Savings Time, whichever is currently applicable) “Non-Peak Hours”: All other hours in a day that are not “Peak Hours.” “Non-Critical System Maintenance”: Maintenance that is not necessary to maintain the integrity of data or system stability. “Critical System Maintenance”: Maintenance that is necessary to maintain the integrity of data or system stability. “Critical Problem”: Any problem encountered by Customer that materially and adversely interferes with Customer’s use of emsCharts, and emsCharts Mobile “Non-Critical Problem”: Any problem encountered by Customer involving the use of emsCharts, and emsCharts Mobile that does not materially or adversely interfere with Customer’s use. MAINTENANCE AND REMEDIAL WORK A. Scheduled and Non-Scheduled Maintenance. 1, Non-Critical System Maintenance. Vendor will use best efforts to carry out Non-Critical System Maintenance during Non-Peak hours. If downtime is anticipated to be less than 15 minutes, at least 4 hours prior notice will be given as an application message on the system. If downtime is anticipated to be between 16 and 90 minutes, at least 24 hours prior notice will be given using both application messages and email notification to the service administrator as listed by Customer in the application configuration. If downtime is anticipated to be greater than 90 minutes, at least 72 hours prior notice will be made using both application messages and email notification to the service administrator as listed in the application configuration. 2. Critical System Maintenance. Critical system maintenance may be performed whenever it is deemed necessary by Vendor to maintain the integrity of data or the stability of the system. emsCharts Service Agreement, v12.3 Page 10 of 19