Common use of Service Level Guarantee Clause in Contracts

Service Level Guarantee. a. Service Level Agreement (SLA): One Call Now will guarantee 99.99% uptime for website, phone and SMS systems using multiple secure colo facilities and triple redundant hardware systems. One Call Now agrees to have available a minimum of 8,000 phone channels shared among all clients and routed through at least 15 different carriers to deliver maximum volume of voice calls to destination area. One Call Now’s SMS Gateways serve 99.6% of US cell phones handling 3,000 2-way SMS text messages per minute. b. Fast Delivery Commitment for priority calls: i. For emergency or lockdown calls, One Call Now will dial all numbers for every student and staff member within 30 minutes for an entire district and 10 minutes for any single school. ii. For inclement weather delays or closings, One Call now will dial the primary number for every student and staff member within 45 minutes. iii. All SMS text messages will be sent within ten minutes. iv. Rural Area Limitations: The local destination telephone company must have sufficient inbound line capacity to handle delivery and routing of calls within Fast Delivery Commitment time frame. One Call Now adjusts call pacing to maximize delivery speed, yet minimize ‘system busy’ or undeliverable calls due to local telephone company capacity limitations. These settings may be reviewed with One Call Now Gold Support technical services team. c. Failure to meet the Service Level Agreement and Fast Delivery Commitment, upon request from school within ten days of such priority call and examination of One Call Now records, will result in a one-time credit of 5% of the annual service fee to school from One Call Now.

Service Level Guarantee. a. Service Level Agreement (SLA): One Call Now will guarantee 99.99100% uptime for website, phone and SMS systems using multiple secure colo COLO facilities and triple redundant hardware systems. One Call Now agrees to have available a minimum of 8,000 phone channels shared among all clients and routed through at least 15 different carriers to deliver maximum volume of voice calls to destination area. One Call Now’s SMS Gateways serve 99.6% of US cell phones handling 3,000 2-way SMS text messages per minute. b. Fast Delivery Commitment for priority calls: i. i) For emergency or lockdown calls, One Call Now will dial all numbers for every student and staff member within 30 minutes for an entire district and 10 minutes for any single school. ii. ) For inclement weather delays or closings, One Call now will dial the primary number for every student and staff member within 45 minutes. iii. ) All SMS text messages will be sent within ten minutes. iv. ) Rural Area Limitations: The local destination telephone company must have sufficient inbound line capacity to handle delivery and routing of calls within Fast Delivery Commitment time frame. One Call Now adjusts call pacing to maximize delivery speed, yet minimize ‘system busy’ or undeliverable calls due to local telephone company capacity limitations. These settings may be reviewed with One Call Now Gold Support technical services team. c. Failure to meet the Service Level Agreement and Fast Delivery Commitment, upon request from school within ten days of such priority call and examination of One Call Now records, will result in a one-time credit of 5% of the annual service fee to school from One Call Now.

Service Level Guarantee. a. Service Level Agreement (SLA): One Call Now will guarantee 99.99100% uptime for website, phone and SMS systems using multiple secure colo COLO facilities and triple redundant hardware systems. One Call Now agrees to have available a minimum of 8,000 phone channels shared among all clients and routed through at least 15 different carriers to deliver maximum volume of voice calls to destination area. One Call Now’s SMS Gateways serve 99.6% of US cell phones handling 3,000 2-way 2-­‐way SMS text messages per minute. b. Fast Delivery Commitment for priority calls: i. For emergency or lockdown calls, One Call Now will dial all numbers for every student and staff member within 30 minutes for an entire district and 10 minutes for any single school. ii. For inclement weather delays or closings, One Call now will dial the primary number for every student and staff member within 45 minutes. iii. All SMS text messages will be sent within ten minutes. iv. Rural Area Limitations: The local destination telephone company must have sufficient inbound line capacity to handle delivery and routing of calls within Fast Delivery Commitment time frame. One Call Now adjusts call pacing to maximize delivery speed, yet minimize ‘system busy’ or undeliverable calls due to local telephone company capacity limitations. These settings may be reviewed with One Call Now Gold Support technical services team. c. Failure to meet the Service Level Agreement and Fast Delivery Commitment, upon request from school within ten days of such priority call and examination of One Call Now records, will result in a one-time one-­‐time credit of 5% of the annual service fee to school from One Call Now.