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<br /> <br />Consulting Services Agreement between City of San Leandro and Last revised 3/23/21 <br />CivicPlus, LLC for Website Update Project Exhibit B – Page 7 of 10 <br />Platinum Hosting, Support and Service Level Agreement <br />Hosting Details <br /> <br />Data Center • Highly Reliable Data Center <br />• Managed Network Infrastructure <br />• On-Site Power Backup & Generators <br />• Multiple telecom/network providers <br />• Fully redundant Network <br />• Highly Secure Facility <br />• 24/7/365 System Monitoring <br />Hosting • Automated CivicEngage Software Updates <br />• Server Management & Monitoring <br />• Multi-tiered Software Architecture <br />• Server software updates & security patches <br />• Database server updates & security patches <br />• Antivirus management & updates <br />• Server-class hardware from nationally recognized provider <br />• Redundant firewall solutions <br />• High performance SAN with N+2 reliability <br />Bandwidth • Multiple network providers in place <br />• Unlimited bandwidth usage for normal business operations (does not apply in the <br />event of a cyber attack) <br />• 45 Gb/s burst bandwidth <br /> <br />Disaster Recovery <br /> <br /> <br /> <br /> <br /> <br /> <br /> <br />• Emergency After-hours support, live agent (24/7) <br />• On-line status monitor at data center <br />• Event notification emails <br />• Guaranteed recovery TIME objective (RTO) of 4 hours <br />• Guaranteed recovery POINT objective (RPO) of 4 hours <br />• Pre-emptive monitoring for disaster situations <br />• Multiple data centers <br />• Geographically diverse data centers <br /> <br />DDoS Mitigation <br />• Defined DDoS Attack Process <br />• Identify attack source <br />• Identify type of attack <br />• Monitor attack for threshold engagement <br />• DDOS Advanced Security Coverage <br />• Continuous DDoS mitigation coverage <br />• Content Distribution Network support <br />• Proxy server support <br />• Live User Detection service <br />DocuSign Envelope ID: E99D2A46-2E56-4E25-BA13-EFF4879851FC