Service Level Objectives

The following applies to all Service Level Objectives:

“Exclusion Event” means any of the following occurrences:

(1) failure of Customer’s equipment or facilities;

(2) the occurrence of a force majeure event;

(3) Internet failure or congestion;

(4) acts or omissions of Customer, including but not limited to (a) performance or non-performance of any services by a third party (other than Hyland) contracted by Customer to provide services to Customer related to the Add-On Cloud Services, (b) any failure that Customer mutually agrees is not due to fault of Hyland or Hyland’s contracted third party hosting company, (c) failure of any code or configurations managed or written by Customer or any third party vendor to Customer; or

(5) maintenance of the Add-On Cloud Services, whether such maintenance is scheduled or unscheduled (due to emergency), and which results in the Add-On Cloud Services being unavailable or inaccessible to Customer.

"Monthly Uptime Percentage" means the total number of minutes in a calendar month, minus the number of minutes of Downtime in such month, divided by the total number of minutes in such month.

OnBase Video

Service Level Objective: Hyland’s Service Level Objective is to provide a Monthly Uptime Percentage of 99.9% during each calendar month.

“Downtime” means the aggregate time (in minutes) each calendar month, as confirmed by Hyland following written notice from Customer, that Customer is (1) unable to upload media in accepted file format into OnBase Video, or (2) unable to stream media in a supported OnBase client. The length of Downtime will be measured from the time Customer first reports the covered failure condition(s) to Hyland in writing until the time when Hyland’s testing confirms that the failure condition(s) reported are no longer present. Downtime does not include any failure condition(s) described above which occur due to an Exclusion Event.

Hyland Office Broker

Service Level Objective: Hyland’s Service Level Objective is to provide a Monthly Uptime Percentage of 99.9% during each calendar month.

“Downtime” means the aggregate time (in minutes) each calendar month, as confirmed by Hyland following written notice from Customer, that Customer is unable view or edit or co-author documents via Office.com in OnBase when Office.com is verified to be online and operable. The length of Downtime will be measured from the time Customer first reports the covered failure condition(s) to Hyland in writing until the time when Hyland’s testing confirms that the failure condition(s) reported are no longer present. Downtime does not include any failure condition(s) described above which occur due to an Exclusion Event. Any issues caused by the Customer instance of Office.com are subject to Customer’s agreement with Microsoft and not considered “Downtime.”