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reasonable efforts to resolve ticket within eight(8)hours before elevating issue. • Priority Ticket: Software is usable, but some non-critical features are unavailable. Neighborly Software will use commercially reasonable efforts to resolve ticket within two (2)hours before elevating issue. • Emergency Ticket: Issue has rendered software unavailable or unusable, resulting in critical impact to business operations and requires immediate resolution. Neighborly Software will use commercially reasonable efforts to resolve ticket within one (1)hour before elevating issue. System performance and Service Level Agreement monitoring, measuring, and reporting. This information is in our Master Services Agreement Service Level perms, which we have included with this response. Business Continuity and Disaster Recovery -The successful Offeror shall ensure the system is protected against natural disasters, hardware and software failures, human error, and other contingencies that could interrupt services. The successful Offeror shall maintain a Business Continuity Plan (BCP) that includes a Disaster Recovery (DR) Plan that is acceptable to City. The successful offeror shall maintain the plan throughout the life of the contract. The BCP will describe a load balanced active replica BCP, and will address recovery of business functions, business units, business processes, human resources, and the technology infrastructure sufficient to demonstrate thatthe System is protected against natural disasters,hardwareand software failures, human error, and other events that could interrupt services. The Neighborly Software Disaster Recovery and Business Continuity Plan defines the tools, roles, and procedures to enable the recovery and continuation of services supporting our clients in the event of an outage due to a natural or human induced disaster. Neighborly Software is a Microsoft partner and utilizes Microsoft Azure for all hosting and infrastructure, which includes web hosting, database hosting, and blob storage. Microsoft Azure is recognized as an enterprise-grade cloud computing platform with rigorous standards for security. All Customer data is be stored, processed, and maintained solely in data centers located in the United States. Neighborly Software leverages geo-redundancy features of Microsoft Azure for the Application/Web Server, SOL database and File Storage servers. In the event of an outage at the primary data center, the system will automatically fail-over to the backup data center within 5 minutes without requiring manual intervention. Our primary Microsoft Tier IV Fed RAMP data center is in Virginia, and the backup data center is in Texas. On an annual basis, Neighborly Software tests its Disaster Recovery capabilities by triggering a manual fail over from its primary data center to the backup data center. NEIGHBORLY35