Service Levels

System Uptime

This element of service is measured by the percentage of time in any calendar year that the System is functioning substantially in accordance with TIC Systems’ online user manuals.

System Uptime (%) = (Total Time in Time Period – System Downtime) / Total Time in Time Period.  

This permits up to 8.75 hours of System Downtime in a calendar year, or equivalently, an average of 44 minutes of System Downtime in a calendar month.

System Uptime calculations exclude time where the system is unavailable due to:

a) Malfunctions in data exchange due to other systems not hosted by TIC Systems (i.e. Customer side applications, etc.) which are, therefore, not under TIC Systems control,

b) Scheduled Maintenance Windows,

c) Uploads for Planned System Improvements as agreed with the Customer, or

d) Customer Requested Downtime.

99.90% uptime in each calendar year

System Response Time

This category of service measures the time it takes for specific pages in the System to generate for a User.   This category gauges System responsiveness.  More precisely, the measurement is the time ("page generation time") to process the user's request and assemble the HTML on the server prior to transport over the Internet to the user's browser.  (TIC Systems is not responsible for the performance of the Internet or the users' internal network.)

TIC Systems will electronically log generation times of pages as the users execute them on the System.  From the generated log, TIC Systems will calculate the percentage of page generations that were within the specified limits and the average page generation time (in seconds), on a monthly basis and on an annual basis. Report pages will be excluded from the calculations.

The fulfillment of this Service Level is conditional on the System having less than 100 concurrent Customer users (including internal and external 3rd party users) performing normal user tasks. 

i) the average page generation time (measured from all logged page generations) is 5.0 seconds; and

ii) the System generates all logged pages within 10 seconds, in 99.0% of logged page generations.

Customer Data Backup

This category of service describes how often TIC Systems will back up Customer Data.  Data. The method used is to synchronize the data to a second data center.

Data Synchronization is done every 30 minutes.

Data Recovery

This category of service specifies how long it will take TIC Systems to perform a data recovery in a situation involving data corruption. The recovery will restore the data to that of the most recent data backup available.

After an assessment of the extent of the data corruption and a determination on the best source to use to retrieve the data, the average time of 2 hours, with maximum of 4 hours from time agreed with Customer that a Data Recovery action is to take place.