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C p Exhibit A.1 for Ramsey, MN <br />Disaster Recovery Feature Service Commitment <br />CivicPlus will use commercially reasonable efforts to insure that in the event of a disaster that makes the Primary data center <br />unavailable (defined below) Client site will be brought back online at a secondary data center (the "Service Commitment"). In the event <br />CivicPlus does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below. <br />Definitions <br />• "Datacenter availability" is determined by inability to provide or restore functions necessary to support the Service. Examples <br />of necessary functions include but are not limited Cooling, Electrical, Sufficient Internet Access, Physical space, and Physical <br />access. <br />• A "Service Credit" is a dollar credit, calculated as set forth below, that we may credit back to an eligible account. <br />• Recovery Time Objective (RTO) is the most anticipated time it will take to bring the service back online in the event of a data <br />center event. <br />• Recovery Point Objective (RPO) the amount of data lost that is considered acceptable. <br />Service Commitments and Service Credits <br />Service Credits are calculated as a percentage of the total charges paid by you (excluding one-time payments such as upfront <br />payments) for the month accordance with the schedule below. <br />Recovery Time Objective <br />8 Hours <br />Recovery Point Objective <br />24 Hours <br />Service Credit Percentage <br />10% of one month's fee <br />Service Credit Percentage <br />10% of one month's fee <br />CivicPlus • 302 S. 4th Street, Suite 500 • Manhattan, KS 66502 • www.CivicPlus.com <br />Toll Free 888-228-2233 • Accounting Ext. 291 • Support Ext. 307 • Fax 785-587-8951 <br />Addendum 4 Page 4 of 4 <br />V. SLA03.01.16-0001 <br />