City of Nashua
Application Service Agreement 6 CLEARSKY
August 13, 2021
ClearSky shall respond to High messages within two (2) hours of ClearSky’s receipt of
such High messages. A message is assigned High if normal business transactions in a
production system are seriously affected and necessary tasks cannot be performed.
This is caused by incorrect or inoperable functions in the production system that is
required to perform such transactions and/or tasks.
ClearSky shall respond to medium messages within 4 hours of ClearSky’s receipt of
such medium messages. A message is assigned medium if in a production system
critical necessary tasks can be completed with a certain level of inaccuracy or
deviations.
ClearSky shall use reasonable efforts to respond to Low messages in a reasonable
timeframe during ClearSky Local Office Time. A message is assigned Low if in a
production system critical necessary task can be formed with accuracy but with new
requirements or business realignment requests.
5.2.2 SLA Corrective Action Definition
ClearSky shall provide a solution, work around or action plan for resolution (“Corrective
Action”) in the event an action plan is submitted as a Corrective Action, such action plan
shall include:
aR WN >
Status of the resolution process;
Planned next steps, including identifying responsible ClearSky resources;
Required ClearSky action to support the resolution process;
To the extent possible, due dates for ClearSky’s action;
Date and time for next status update from ClearSky; and
For any resolution that is dependent on a Client note ClearSky will implement when
available and timing is agreed upon.
5.3. Responsibilities
5.3.1 Supplier Responsibilities
A designated Client Services Manager (“CSM” will be assigned to Client. The duties
and deliverables of the CSM is to administrate Client’s interaction with ClearSky ASA,
to facilitate escalations, give regular feedback to Client via reporting and status
meetings, and to assist Client with roadmaps and trend analysis
The ClearSky ASA operates during standard business hours, Monday to Friday from
O8hO0 to 17h00 in Client’s time zone, excluding ClearSky and US Public Holidays. In
the event of an emergency need, ClearSky support is available 24x7x365.
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