T-COBRAWEB Service Levels

General Service Availability

Travisoft will use commercially reasonable efforts to make T-COBRAWEB web application available 24×7 with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle (the “Service Commitment”).

Applications provided under this agreement will be the responsibility of Travisoft.  Travisoft will own and manage the application, related databases, supporting computer hardware, and necessary operating systems.

Definitions

“T-COBRAWEB” means T-COBRAWEB 1.0 and T-COBRAWEB 2.0.

“Maintenance” means scheduled unavailability of the T-COBRAWEB and may include software releases.

“Monthly Availability Percentage” is calculated based on the following formula:

A = (T – M – D) / (T – M) x 100%

A = Monthly Availability Percentage
T = Total Monthly Minutes
M = Maintenance Time
D = Downtime

“Monthly Availability Percentage” measurements exclude downtime resulting directly or indirectly from any T-COBRAWEB SLA Exclusion.

“Unavailable” and “Unavailability” means: no external connectivity or unable to use critical features of the “T-COBRAWeb” product.

Maintenance Notices

Travisoft will make every reasonable effort to communicate the date and time that Travisoft intends to make T-COBRAWEB unavailable via Email and/or direct calls to customers. Our goal is to provide notice at least forty-eight (48) hours in advance. The customer understands and agrees that there may be instances where Travisoft needs to interrupt the T-COBRAWEB application without notice in order to protect the integrity of T-COBRAWEB due to security issues or other unforeseen circumstances.

Below are the Maintenance Windows and their definitions:

Emergency Maintenance

These change controls happen immediately with little notification ahead of time. However,
we will notify customers with relevant information soon after or during the change.

Preventative Maintenance

These change controls are when we detect an item in the environment that we need to
take action on, to avoid emergency change controls in the future. These changes will generally occur during off-peak hours, after 7pm – 5am CST or on weekends.

Planned Maintenance

Where possible planned maintenance will be posted at least 5-days prior; however, certain
circumstances may preclude us from doing so, such as an external vendor issuing a change control to Travisoft. These changes will generally occur during off-peak hours, after 7pm – 5am CST or on weekends.

These are change control’s being done to ensure optimal performance and improve product.

Service Severity Definitions

The response goal per incident will vary upon the degrees defined below:

List of Severity levels and example cause descriptions.

Critical Systems (Severity 1)

No access to the system, i.e., Network outage
All users cannot access TCOBRAWeb, i.e., all users can’t log in.
Security issue resulting in immediate exposure of customer data
Issue affects all users, customers and no reasonable workaround available.

Essential Features (Severity 2)

Generation of General/Election Notices not available
Disbursement processing not available- Disbursement processing is the process of generating data for the purpose of funding benefit plans, Premium Collection and Remittance functions.
Unable to process automated ACH transactions.
Unable to process Credit Card Payments
Security issue that doesn’t put customers or ePHI at immediate risk.
A workaround is available/business is not halted.

Non-Essential Features (Severity 3)

All feature issues not listed as Critical or Essential.
Performance degradation generally affecting one area or only occurs during peak times, but system is functionally working otherwise.
Workaround is available.

Cosmetic Concerns (Severity 4)

Doesn’t cause a functional problem.
Easy workaround
Minor wording concerns
Nice to have

Travisoft SLA Exclusions

The Travisoft Service Commitment does not apply to any of the following:

• That result from any client suspension imposed by Travisoft;
• Caused by factors outside of our reasonable control, including any force majeure event, Internet access, or problems beyond the demarcation point of the Travisoft network;
• That result from any actions or inactions of client or any third party;
• That result from incorrect usage or data entered into the system;
• That result from equipment, software or other technology of a client or any third party not within Travisoft’s direct control
• That result from any Maintenance.
• User’s infrastructure
  • Hardware
  • Software (unless explicitly supported by Travisoft)
  • Network/Internet connection
• User’s connection to Travisoft including but not limited to:
  • bandwidth restrictions
  • Internet service provider
  • Internet failures
• occurrences outside the direct control of Travisoft

If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.