Effective Date: 1/6/2026

1. Agreement Overview

This Agreement represents a Service Level Agreement (“SLA”) between SYSTEMS OF RECORD, LLC (“Provider”) and (“Customer”) for the provisioning of cloud-based GIS services.

This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Service Description

The specific services covered by this SLA include:

• Vector Tile API: Delivery of vector map tiles for web and mobile rendering.
• Raster Tile API: Delivery of pre-rendered map images.
• ArcGIS-compatible endpoints
• Parcel Detail Lookups

3. Service Availability Guarantee

The Provider guarantees that the GIS Mapping Services will be available 99.9% of the time during any given calendar month.

3.1. Uptime Calculation

Availability is calculated as follows:

• Total Minutes in Month: The total number of minutes in the calendar month (e.g., 43,200 minutes in a 30-day month).
• 99.9% Allowance: This allows for approximately 43 minutes of downtime per month before the SLA is breached.

3.2. Definition of Downtime

“Downtime” is defined as a period of time where the Provisioned Web Service is unavailable to the Customer or returns a Server Error (HTTP Status 5xx) at a rate greater than 5% for consecutive requests over a 5-minute period.

Downtime is measured from the time the Provider is notified or becomes aware of the failure until the time the Service is restored.

4. Exclusions (SLA Carve-outs)

The following events do not count toward “Total Downtime Minutes” and are excluded from SLA calculations:

• Scheduled Maintenance: Maintenance windows announced at least [48] hours in advance through direct email.
• Force Majeure: Events beyond the reasonable control of the Provider, including acts of God, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, or strikes.
• Customer Issues: Downtime caused by Customer equipment, software, or network connectivity issues (e.g., local ISP failure).
• Suspension: Suspension of service due to violation of the Terms of Service (e.g., non-payment or abusive usage patterns).

5. Service Credits

If the Provider fails to meet the 99.9% Availability Guarantee in a given calendar month, the Customer is eligible for a Service Credit calculated as a percentage of the monthly service fee.

Monthly Uptime Percentage	Service Credit
< 99.9% – 99.0%	10% of Monthly Fee
< 99.0% – 95.0%	25% of Monthly Fee
< 95.0%	50% of Monthly Fee

Note: Service Credits are the Customer’s sole and exclusive remedy for any violation of this SLA. Credits must be requested within [30] days of the end of the month in which the service failure occurred.