{"component": "clause", "props": {"groups": [{"samples": [{"hash": "bDXOFSbEE2H", "uri": "/contracts/bDXOFSbEE2H#server-availability", "label": "Agency Participation Agreement", "score": 24.3552361396, "published": true}], "snippet_links": [{"key": "system-administrator", "type": "clause", "offset": [4, 24]}, {"key": "to-maintain", "type": "clause", "offset": [37, 48]}, {"key": "by-practice", "type": "clause", "offset": [87, 98]}, {"key": "communication-to", "type": "clause", "offset": [257, 273]}, {"key": "all-participants", "type": "clause", "offset": [274, 290]}, {"key": "i-s", "type": "clause", "offset": [302, 305]}, {"key": "i-p", "type": "clause", "offset": [356, 359]}, {"key": "a-t", "type": "clause", "offset": [360, 363]}, {"key": "a-g-r-e-e-m-e-n-t", "type": "clause", "offset": [382, 399]}, {"key": "p-r", "type": "definition", "offset": [406, 409]}, {"key": "h-s", "type": "clause", "offset": [422, 425]}, {"key": "the-user", "type": "clause", "offset": [494, 502]}, {"key": "agency-administrator", "type": "definition", "offset": [536, 556]}, {"key": "by-email", "type": "clause", "offset": [601, 609]}, {"key": "other-procedures", "type": "clause", "offset": [665, 681]}, {"key": "unplanned-downtime", "type": "definition", "offset": [734, 752]}, {"key": "responsibility-of-the", "type": "clause", "offset": [806, 827]}, {"key": "data-systems", "type": "definition", "offset": [858, 870]}], "snippet": "The System Administrator will strive to maintain continuous availability by design and by practice. \u2022 Necessary and planned downtime will be scheduled when it will have least impact, for the shortest possible amount of time, and will only come after timely communication to all participants. S a n L u i s O b i s p o C o u n t y C o C H M I S P a r t i c i p a t i n g A g e n c y A g r e e m e n t - A p p r o v e d b y H S O C 9 / 1 6 / 2 0 2 0 p g . 8 \u2022 If a user discovers server is down, the user will report immediately to their Agency Administrator. The System Administrator will notify users by email if they become aware server is down (unplanned). \u2022 All other procedures for maximizing server availability, recovering from unplanned downtime, communicating, and avoiding future downtime are the responsibility of the System Administrator and Bell Data Systems.", "size": 1, "hash": "baf010503389e2ba71c02b09242ff043", "id": 8}, {"samples": [{"hash": "culiuw2gG3D", "uri": "/contracts/culiuw2gG3D#server-availability", "label": "Hmis Agency Participation Agreement", "score": 26.2032854209, "published": true}, {"hash": "gPoH3TPFLCz", "uri": "/contracts/gPoH3TPFLCz#server-availability", "label": "Hmis Agency Participation Agreement", "score": 24.832991102, "published": true}, {"hash": "QGE9dBwh6t", "uri": "/contracts/QGE9dBwh6t#server-availability", "label": "Agency Participation Agreement", "score": 21.1149897331, "published": true}], "snippet_links": [{"key": "system-administrator", "type": "clause", "offset": [4, 24]}, {"key": "to-maintain", "type": "clause", "offset": [37, 48]}, {"key": "by-practice", "type": "clause", "offset": [87, 98]}, {"key": "communication-to", "type": "clause", "offset": [255, 271]}, {"key": "all-participants", "type": "clause", "offset": [272, 288]}, {"key": "the-user", "type": "clause", "offset": [326, 334]}, {"key": "agency-administrator", "type": "definition", "offset": [368, 388]}, {"key": "by-email", "type": "clause", "offset": [433, 441]}, {"key": "other-procedures", "type": "clause", "offset": [495, 511]}, {"key": "unplanned-downtime", "type": "definition", "offset": [564, 582]}, {"key": "responsibility-of-the", "type": "clause", "offset": [636, 657]}, {"key": "information-systems", "type": "definition", "offset": [691, 710]}], "snippet": "The System Administrator will strive to maintain continuous availability by design and by practice. Necessary and planned downtime will be scheduled when it will have least impact, for the shortest possible amount of time, and will only come after timely communication to all participants. If a user discovers server is down, the user will report immediately to their Agency Administrator. The System Administrator will notify users by email if they become aware server is down (unplanned). All other procedures for maximizing server availability, recovering from unplanned downtime, communicating, and avoiding future downtime are the responsibility of the System Administrator and Wellsky Information Systems.", "size": 5, "hash": "0738438d409e5eb5e791325cf97e4a91", "id": 1}, {"samples": [{"hash": "iXXvNj8btwn", "uri": "/contracts/iXXvNj8btwn#server-availability", "label": "Montana Shared Catalog Member Library Contract", "score": 24.3894592745, "published": true}, {"hash": "b8F7SaOxWBO", "uri": "/contracts/b8F7SaOxWBO#server-availability", "label": "Montana Shared Catalog Member Library Contract", "score": 20.93908282, "published": true}], "snippet_links": [{"key": "production-server", "type": "clause", "offset": [4, 21]}, {"key": "available-for-use", "type": "definition", "offset": [62, 79]}, {"key": "member-libraries", "type": "definition", "offset": [83, 99]}, {"key": "other-transactions", "type": "clause", "offset": [120, 138]}, {"key": "a-day", "type": "definition", "offset": [148, 153]}, {"key": "a-week", "type": "definition", "offset": [162, 168]}, {"key": "a-year", "type": "definition", "offset": [179, 185]}, {"key": "maintenance-and-upgrades", "type": "clause", "offset": [208, 232]}, {"key": "disruption-of-service", "type": "clause", "offset": [388, 409]}, {"key": "system-administrators", "type": "definition", "offset": [419, 440]}, {"key": "to-provide", "type": "definition", "offset": [447, 457]}, {"key": "notice-of", "type": "clause", "offset": [500, 509]}, {"key": "system-downtime", "type": "definition", "offset": [520, 535]}, {"key": "in-cases-of", "type": "clause", "offset": [537, 548]}, {"key": "system-maintenance", "type": "definition", "offset": [575, 593]}, {"key": "the-system", "type": "definition", "offset": [595, 605]}, {"key": "advance-notice", "type": "definition", "offset": [653, 667]}, {"key": "the-internet", "type": "clause", "offset": [700, 712]}, {"key": "internet-access", "type": "definition", "offset": [714, 729]}, {"key": "responsibility-of", "type": "clause", "offset": [737, 754]}, {"key": "member-library", "type": "definition", "offset": [760, 774]}], "snippet": "MSC production server will be operated with the goal of being available for use by Member Libraries for circulation and other transactions 24 hours a day, 7 days a week, 365 days a year, except for scheduled maintenance and upgrades. Uptime/downtime statistics will be tracked. Availability statistics can be viewed on the MSL website. Downtime will be scheduled so as to cause the least disruption of service. The MSC system administrators agree to provide participants with at least 24 hours prior notice of scheduled system downtime. In cases of downtime due to emergency system maintenance, the system administrators will attempt to provide as much advance notice as possible. Access will be via the Internet; Internet access is the responsibility of each Member Library.", "size": 2, "hash": "bb8284f874a629bded5510ba4e9d5a7e", "id": 2}, {"samples": [{"hash": "jmG1p7NIgvm", "uri": "/contracts/jmG1p7NIgvm#server-availability", "label": "Service Level Agreement", "score": 29.8755613959, "published": true}, {"hash": "7uVkJ8vXrvw", "uri": "/contracts/7uVkJ8vXrvw#server-availability", "label": "Service Level Agreement", "score": 22.5400410678, "published": true}], "snippet_links": [{"key": "a-day", "type": "definition", "offset": [41, 46]}, {"key": "a-week", "type": "definition", "offset": [55, 61]}, {"key": "days-per-year", "type": "clause", "offset": [67, 80]}, {"key": "and-support", "type": "clause", "offset": [81, 92]}, {"key": "by-phone", "type": "clause", "offset": [114, 122]}, {"key": "company-site", "type": "definition", "offset": [168, 180]}, {"key": "quality-service", "type": "definition", "offset": [222, 237]}, {"key": "all-customers", "type": "clause", "offset": [241, 254]}], "snippet": "Company\u2019s servers are monitored 24 hours a day, 7 days a week, 365 days per year and support agents are available by phone or email as posted in the support section of Company site. Company is fully committed to providing quality service to all customers. To support this commitment, Company sets a 99.999% uptime benchmark.", "size": 2, "hash": "55cc361d88329f48da959fcea327afeb", "id": 3}, {"samples": [{"hash": "1frsdX49fZo", "uri": "/contracts/1frsdX49fZo#server-availability", "label": "Server Agreement", "score": 24.2969611354, "published": true}], "snippet_links": [{"key": "technical-information", "type": "definition", "offset": [42, 63]}, {"key": "data-centre", "type": "definition", "offset": [195, 206]}, {"key": "reasonable-endeavours", "type": "definition", "offset": [230, 251]}], "snippet": "5.1. We shall provide you with sufficient technical information to allow you to connect to and use the Server.\n5.2. You cannot, and may not, physically access the Server, nor visit or access the data centre.\n5.3. We shall use our reasonable endeavours to make the Server available for you to connect to and use.", "size": 2, "hash": "69eeb91d8cdf92d46d8d3e05b2f4a308", "id": 4}, {"samples": [{"hash": "aWOo5NwCNi0", "uri": "/contracts/aWOo5NwCNi0#server-availability", "label": "Service Level Agreement", "score": 23.1909650924, "published": true}], "snippet_links": [{"key": "consist-of", "type": "clause", "offset": [26, 36]}, {"key": "virtual-servers", "type": "clause", "offset": [113, 128]}, {"key": "high-availability", "type": "definition", "offset": [149, 166]}, {"key": "storage-area-network", "type": "definition", "offset": [207, 227]}, {"key": "primary-services", "type": "definition", "offset": [256, 272]}, {"key": "other-network", "type": "definition", "offset": [365, 378]}, {"key": "connected-devices", "type": "definition", "offset": [379, 396]}, {"key": "not-included", "type": "clause", "offset": [432, 444]}, {"key": "service-level", "type": "definition", "offset": [453, 466]}, {"key": "infrastructure-availability", "type": "clause", "offset": [499, 526]}, {"key": "services-for", "type": "clause", "offset": [624, 636]}, {"key": "data-center", "type": "definition", "offset": [657, 668]}, {"key": "scheduled-maintenance", "type": "definition", "offset": [708, 729]}, {"key": "the-client-will", "type": "clause", "offset": [761, 776]}, {"key": "without-limitation", "type": "clause", "offset": [949, 967]}, {"key": "from-time-to-time", "type": "clause", "offset": [1004, 1021]}, {"key": "form-of", "type": "definition", "offset": [1029, 1036]}, {"key": "contract-amendment", "type": "clause", "offset": [1039, 1057]}], "snippet": "Server Availability shall consist of the following components that are provided as part of DYOPATH\u2019s Services: \uf0b7 Virtual Servers provided on DYOPATH High Availability platform, \uf0b7 Storage provided on DYOPATH Storage Area Network (SAN) devices, and \uf0b7 Server primary services/applications which are provided by DYOPATH (e.g. Exchange) Client owned physical servers or other network connected devices co\u2010located in the DYOPATH cage are not included in this Service Level Category. DYOPATH only provides Infrastructure Availability for these devices. Server Availability including primary services (Metric 16) Server and primary services for the overall virtual data center available 99.5% of the time; excluding scheduled maintenance. Reported monthly. DYOPATH and the Client will jointly identify Critical Server and Critical Server clusters and availability will be reported and tracked accordingly. Critical Servers and related applications include, without limitation, the following (Others may be added from time to time in the form of a contract amendment):", "size": 2, "hash": "c3888539f199f661e0a660e71d26084f", "id": 5}, {"samples": [{"hash": "6SRbf5dRIb", "uri": "/contracts/6SRbf5dRIb#server-availability", "label": "Service Agreement", "score": 31.1277831212, "published": true}], "snippet_links": [{"key": "hardware-and-software", "type": "clause", "offset": [40, 61]}, {"key": "to-maintain", "type": "clause", "offset": [62, 73]}, {"key": "data-centre", "type": "definition", "offset": [138, 149]}, {"key": "additional-hardware", "type": "clause", "offset": [283, 302]}, {"key": "system-functionality", "type": "clause", "offset": [332, 352]}, {"key": "web-servers", "type": "clause", "offset": [490, 501]}, {"key": "web-interface", "type": "clause", "offset": [524, 537]}, {"key": "product-updates", "type": "definition", "offset": [740, 755]}, {"key": "mutually-agreed", "type": "clause", "offset": [764, 779]}, {"key": "scheduled-maintenance", "type": "definition", "offset": [797, 818]}, {"key": "failure-of-third-parties", "type": "clause", "offset": [852, 876]}, {"key": "not-limited", "type": "clause", "offset": [892, 903]}, {"key": "wireless-carriers", "type": "clause", "offset": [921, 938]}, {"key": "to-provide-services", "type": "clause", "offset": [940, 959]}, {"key": "performance-benchmarks", "type": "definition", "offset": [972, 994]}, {"key": "response-time", "type": "definition", "offset": [1024, 1037]}, {"key": "elapsed-time", "type": "clause", "offset": [1079, 1091]}], "snippet": "PayByPhone operates on industrial grade hardware and software to maintain a fully redundant and fault tolerant service in a carrier-grade data centre. PayByPhone monitors system loads and will provision new hardware as loads approach threshold levels. Even when loads do not justify additional hardware, PayByPhone ensures that all system functionality is balanced and failed over onto redundant hardware. PayByPhone\u2019s targeted server availability is as follows: Item Function Availability Web servers Back-office, customer web interface 99.0% IVR servers Hosting of IVR applications 99.0% SMS servers Hosting of SMS applications (text reminders etc.) 99.0% The above server availability excludes any downtime for (a) PayByPhone to install product updates or make mutually agreed corrections, (b) scheduled maintenance, and (c) downtime arising due to failure of third parties, including but not limited to utilities and wireless carriers, to provide services.\n3.1 System performance benchmarks Item Activity % of responses Response Time Notes: \u2018Response Time\u2019 is defined as the elapsed time between PayByPhone\u2019s servers receiving a query request and transmitting the required response.", "size": 1, "hash": "61355cd2e17f9e5ef68be03c9f8e72b2", "id": 6}, {"samples": [{"hash": "hPYK1NhXzvJ", "uri": "/contracts/hPYK1NhXzvJ#server-availability", "label": "Master Services Agreement", "score": 19.3103382376, "published": true}], "snippet_links": [{"key": "the-service-levels", "type": "clause", "offset": [56, 74]}, {"key": "availability-percentage", "type": "clause", "offset": [106, 129]}, {"key": "be-calculated-as-follows", "type": "clause", "offset": [135, 159]}, {"key": "divided-by", "type": "clause", "offset": [178, 188]}, {"key": "maximum-number", "type": "definition", "offset": [333, 347]}, {"key": "a-month", "type": "definition", "offset": [372, 379]}, {"key": "days-in", "type": "definition", "offset": [397, 404]}, {"key": "resulting-from", "type": "definition", "offset": [586, 600]}, {"key": "the-vendor", "type": "clause", "offset": [605, 615]}, {"key": "supported-hardware", "type": "definition", "offset": [616, 634]}, {"key": "control-of-the", "type": "clause", "offset": [684, 698]}, {"key": "service-level-matrix", "type": "definition", "offset": [740, 760]}, {"key": "an-example", "type": "clause", "offset": [796, 806]}], "snippet": "The table set forth in Schedule 1.2, tab 2.1 sets forth the Service Levels for Server Availability Server Availability percentage will be calculated as follows: \u2022 (Total Up-Time divided by (Maximum Up-Time minus Excluded Down-Time)) times 100 where: \u2013 Total Up-Time = The maximum up-time minus all down-time. \u2013 Maximum Up-Time = The maximum number of minutes available in a month is the number of days in the month \u00d7 24 hours \u00d7 60 minutes = maximum up-time. \u2013 Excluded Down-Time = The number of minutes of any planned or scheduled down-time, plus the number of minutes of any down-time resulting from non the Vendor-supported hardware or software that would be considered outside the control of the Vendor as as described in Schedule 1.2 \u2013 Service Level Matrix. \u2013 The following table is meant as an example of SLA thresholds. 28 24 60 40,320 201.6 29 24 60 41,760 208.8 30 24 60 43,200 216.0 31 24 60 44,640 223.2 3. 2. 1. 1 S e r v e r A v a il a bility A l e r ts The table set forth in Schedule 1.2, tab 3.1 sets forth the Service Levels for Server Availability. Alerts are further described in Schedule 1.2, tab 3.2.", "size": 1, "hash": "05dd37acae1bf28599e97fafd72190b0", "id": 7}, {"samples": [{"hash": "gPXdyiXFnZn", "uri": "/contracts/gPXdyiXFnZn#server-availability", "label": "Service Level Agreement", "score": 24.7631759069, "published": true}], "snippet_links": [{"key": "a-day", "type": "definition", "offset": [41, 46]}, {"key": "a-week", "type": "definition", "offset": [55, 61]}, {"key": "days-per-year", "type": "clause", "offset": [67, 80]}, {"key": "and-support", "type": "clause", "offset": [81, 92]}, {"key": "by-phone", "type": "clause", "offset": [114, 122]}, {"key": "quality-service", "type": "definition", "offset": [233, 248]}, {"key": "all-customers", "type": "clause", "offset": [252, 265]}, {"key": "the-service", "type": "clause", "offset": [342, 353]}, {"key": "received-by", "type": "definition", "offset": [444, 455]}, {"key": "the-team", "type": "definition", "offset": [456, 464]}, {"key": "the-guarantee", "type": "clause", "offset": [501, 514]}], "snippet": "Letsignit Servers are monitored 24 hours a day, 7 days a week, 365 days per year and support agents are available by phone or email as posted in the support section of the Letsignit website. Letsignit is fully committed to providing quality service to all customers. To support this commitment, Letsignit sets a 99.95% uptime benchmark. When the service is unavailable or malfunctions, an incident ticket is automatically sent through an alert received by the team under Letsignit. The application of the guarantee of the level this service is thus done on the creation of this ticket of the incident.", "size": 1, "hash": "5aa3682ee17d40548dfc6e88fd3058fd", "id": 9}, {"samples": [{"hash": "5l8Fz1JbOEP", "uri": "/contracts/5l8Fz1JbOEP#server-availability", "label": "Hmis Agency Participation Agreement", "score": 27.9631571585, "published": true}], "snippet_links": [{"key": "system-administrator", "type": "clause", "offset": [11, 31]}, {"key": "to-maintain", "type": "clause", "offset": [44, 55]}, {"key": "availability-of", "type": "clause", "offset": [67, 82]}, {"key": "communication-to", "type": "clause", "offset": [243, 259]}, {"key": "all-participants", "type": "clause", "offset": [260, 276]}, {"key": "not-available", "type": "definition", "offset": [322, 335]}, {"key": "the-user", "type": "clause", "offset": [351, 359]}, {"key": "agency-administrator", "type": "definition", "offset": [393, 413]}, {"key": "by-email", "type": "clause", "offset": [525, 533]}, {"key": "other-procedures", "type": "clause", "offset": [599, 615]}, {"key": "unplanned-downtime", "type": "definition", "offset": [668, 686]}, {"key": "responsibility-of-the", "type": "clause", "offset": [740, 761]}], "snippet": "6.6.1. The System Administrator will strive to maintain continuous availability of the HMIS.\n6.6.2. When possible, necessary downtime will be scheduled when it will have least impact, for the shortest possible amount of time, and after timely communication to all participants.\n6.6.3. If a User discovers that the HMIS is not available or accessible, the User will report immediately to their Agency Administrator who will, in turn, investigate and inform the System Administrator. The System Administrator will notify Users by email if they become aware the server is unexpectedly down.\n6.6.4. All other procedures for maximizing server availability, recovering from unplanned downtime, communicating, and avoiding future downtime are the responsibility of the System Administrator and WellSky.", "size": 1, "hash": "0f50715a906b65ad6bf74170ced6d7d5", "id": 10}], "next_curs": "ClwSVmoVc35sYXdpbnNpZGVyY29udHJhY3RzcjgLEhZDbGF1c2VTbmlwcGV0R3JvdXBfdjU2IhxzZXJ2ZXItYXZhaWxhYmlsaXR5IzAwMDAwMDBhDKIBAmVuGAAgAA==", "clause": {"size": 24, "children": [["administration-and-monitoring", "Administration and Monitoring"], ["web-server-availability", "Web Server Availability"], ["file-server-availability", "File Server Availability"], ["application-server-availability", "Application Server Availability"], ["database-server-availability", "Database Server Availability"]], "title": "Server Availability", "parents": [["server-and-storage-operations", "Server and Storage Operations"], ["standard-operating-procedures", "Standard Operating Procedures"], ["fair-right-of-use", "Fair Right of Use"], ["enforcement", "ENFORCEMENT"], ["disaster-recovery-time-objective", "Disaster Recovery Time Objective"]], "id": "server-availability", "related": [["system-availability", "System Availability", "System Availability"], ["dns-name-server-availability", "DNS name server availability", "DNS name <strong>server availability</strong>"], ["rdds-availability", "RDDS availability", "RDDS availability"], ["service-availability", "Service Availability", "Service Availability"], ["high-availability", "High Availability", "High Availability"]], "related_snippets": [], "updated": "2025-07-07T12:37:54+00:00"}, "json": true, "cursor": ""}}