Hosting Service Level Agreement

Introduction

This Service Level Agreement ("SLA") sets forth the framework for PowerSchool Group, LLC ("PowerSchool") provision of Application Support and PowerSchool Hosting (systems hosted by PowerSchool) for the operation of the Atrieve application and describes the responsibilities of the parties with respect to the provision and receipt of such said services. Throughout this document the School District / School Board will be referred to as "Customer" or the "Customer" and PowerSchool Group LLC shall be referred to as "PowerSchool" or "Service Provider."
This document is organized into the following sections:

• Section 1 – Application Support

• Section 2 – Hosting Service Description

The Service Level Agreement is valid when the Customer has a valid subscription for products covered by the Service Level Agreement. PowerSchool reserves the right to change, amend, or revise the Service Level Agreement at any time. Changes or revisions to the Service Level Agreement will be posted to PowerSchool's Support Portal.

Definitions

The following definitions shall apply to this SLA. All capitalized terms not otherwise defined herein shall have the meanings ascribed to such terms in the Service Level Agreement:

Application Support

Application Support addresses technical support for the Atrieve application as a product. This includes functionality within the Atrieve application itself, outside of the underlying Infrastructure components which are covered separately under PowerSchool Hosting (LICENSED PRODUCTS hosted by PowerSchool).

Support Structure

The Service Provider provides application support for several products, including the Atrieve application. Application Support within the Scope of Atrieve support includes the following areas:
• All functionality developed and tested by PowerSchool Product Development
• Assistance with data restoration procedures
• Atrieve installation, upgrade, and backup procedures
More detailed information regarding Atrieve Support can be found here

Hosting Service Description

This supplement describes the structure and practices for the PowerSchool Hosting Service offering from PowerSchool at the time of the signing of the agreement. PowerSchool reserves the right to make modifications to the descriptions in this supplement to address subsequent changes in the underlying practices and tools used to deliver the hosting service.

Data Centers

All PowerSchool hosted applications reside in secure facilities committed to meeting or exceeding Uptime Institute Tier III standards (www.uptimeinstitute.com). The data centers reside at PowerSchool site(s) or reputable third-party hosting providers that meet or exceed the same standards.
To support resiliency the following infrastructure is present in all PowerSchool Data Centers:

• Redundant Tier-1 Internet Service Providers

• Redundant power grids from independent utility providers

• Generator failover (Diesel/Natural Gas) to supply backup power

• Systems configured with fault tolerant/redundant components

• Redundant switching and network infrastructure

• Temperature and humidity monitoring and conditioning systems

• Fire detection/suppression systems

System Monitoring

Automated monitoring and alerting systems are in place for all PowerSchool Hosting Data Centers. The monitoring systems provide alerts for all system conditions that require attention and provide early warning alerts for infrastructure items approaching capacity. The alerting systems are directly tied to PowerSchool ticketing systems to notify administrative staff when action is required. In addition to monitoring and reporting on infrastructure and capacity, alerting systems also monitor and report on key components of hosted applications.
In certain cases, PowerSchool uses self-heal scripts in conjunction with monitoring to eliminate low-risk service interruptions. When a service self-heal instruction is invoked the system may restart services that are non-impactful.

Data Ownership and Access

In all cases, the Customer retains ownership rights to the data stored in application databases that are hosted by PowerSchool. The PowerSchool Hosting Service is designed to ensure that Customers have appropriate access to add, change, delete, and extract data maintained on hosted systems.
All capabilities to modify and extract data that are present in the application interface are also available in a PowerSchool hosted solution. The tools available vary depending on the application, and may include the following:

• The ability to read data through reports built into the application or through reporting tools accompanying the application.

• The ability to extract data to text files and excel spreadsheets.

• The ability to upload data from text files and excel spreadsheets.

• The ability to read or update data though API interfaces.

• The ability to access SFTP site to import or export files

• The ability to share data between applications through defined interfaces.

The above may not be present in all applications. Please check available documentation to understand the use and availability of tools. The options available in the application interfaces are the supported method for data modification and extraction. These tools also enforce data integrity for updates by applying appropriate business rules before posting modified data. It is PowerSchool's goal to continue to enhance these capabilities to provide coverage for identified use cases.
Should gaps be identified in the capabilities present in the applications, PowerSchool may offer read-only ODBC access to a Customer database over a PowerSchool provided client-based VPN. This option may not be available for all applications. Where ODBC access is available, a stateful (always on) VPN tunnel to access the data may also be an option for an additional fee. Please check with your sales representative for information and pricing on these options. PowerSchool limits all direct access to the database to read only access. In no case, will direct write access to a database outside of the application interface be supported.

Direct System Access

PowerSchool is committed to the confidentiality, integrity, and availability of all hosted systems employed to deliver application access. As such, PowerSchool does not provide direct console access to any hosted systems using tools for remote access such as RDP for the purpose of review or making changes to the systems.
Should there be a need to apply Customer produced changes to systems that cannot be accomplished through the application interface, the Customer can open a ticket with Application Support to request assistance applying the change. All Customer generated changes must be approved by Application Support prior to being applied each time to hosted systems.

Physical Access Restrictions

Physical access to all PowerSchool Hosting data centers is strictly controlled and limited to specific employees of PowerSchool and its subcontractors having job responsibilities that require access. Typical data center security measures include, two-factor authorization including bio metric and key card access to building ingress points and the data center rooms, multi-staged man traps; professional security staff; and video monitoring.

Logical Access Restrictions

Logical access to hosted systems is strictly controlled. Each user with a demonstrated need to access the environment is provided a unique User ID and password. All activities performed by PowerSchool employees and contractors is monitored and can be traced. Logical Access to environments is actively protected by managed firewalls, intrusion detection systems, port filtering, and user access lists. All end user access to applications is encrypted from the browser to the data center environments with at least TLS v1.1 certificates using 2048-bit RSA key with SHA-256 signatures.

Backup and Recovery

The Service Provider shall configure Atrieve servers with multiple data backup and data recovery options. Atrieve data servers will incorporate multiple backup levels as follows:

In the event the Customer requires a restoration of data; the Customer will submit a Support request with PowerSchool Atrieve Technical Support. PowerSchool Atrieve Technical Support will restore, as applicable, the operating environment and file systems containing the Customer's Atrieve application data from the appropriate backup.

Disaster Recovery

The disaster recovery plan supports a Recovery Point Objective (RPO) of 24 hours. The 24-hour RPO means that data is expected to be restored to a point not more than 24 hours prior to the start time of the declared disaster event.

PowerSchool Hosting Staff Activities

PowerSchool Hosting maintains a team of technical personnel to support the hosting infrastructure environments 24x7x365. The PowerSchool Hosting technical staff are continuously trained on existing and emerging technologies with a focus on maintaining a high level of security for all deployed systems.
PowerSchool Hosting technical staff are responsible for the following:

• Management of compute resources including memory, processor, and disk space to ensure the resources are consistent with application requirements and Quality Assurance performance testing.

• Support of Infrastructure Systems including hardware replacement.

• Installing and monitoring of protection against malware, virus, and other malicious agents.

• Maintenance of Operating System configurations.

• Installation of Security and Operating System updates.

• Installation of application updates and upgrades.

• Provisioning and deployment of Certificate Authority TLS certificates for secure application access.

• Performance of backup and recovery for Operation Systems, Application code, and Application databases.

• Support and assistance with problem identification, escalation, and resolution activities pertaining to the hosting infrastructure.

Update Management Process

Update Management includes managing the changes implemented to hosted systems for both Operating System and Application changes. PowerSchool Hosting technical staff are responsible for implementing all changes into the hosted environments. Automation tools are developed and used by the team to ensure seamless error free deployments to the environments. In addition to installing all changes, the PowerSchool Hosting technical staff ensure that all updates to hosting systems are appropriately documented and tracked.

System Maintenance Process

PowerSchool expects to provide notice of at least five days for planned updates to system infrastructure. For emergency updates, PowerSchool will provide as much notice as possible and will work with the impacted Customers on scheduling changes to the degree possible. Planned updates will be accompanied by information on the content of the update, the planned date of activation, and the anticipated duration for the change to be completed. All regular maintenance will occur during the defined Maintenance Window. Every attempt will be made to ensure that emergency updates are also performed outside of normal business hours.

Exclusions

The following items that may impact performance and access to the hosted application environments are not supported by PowerSchool Hosting and are not covered by hosting agreements:

• Customer computer hardware and networking issues

• Any systems, programs or interfaces not developed and supplied by PowerSchool

• Network / Internet connectivity issues outside of the PowerSchool Hosting data center environment, including issues in the Customer local network environment.

• End user activity that adversely impacts application data. PowerSchool Hosting will only perform full database restore operations when requested to assist with data issues by Application Support.

• The performance impact of Customer third party application access to hosted application data.

• General Application Support. (Provided through Application Support)

• Support for application changes completed by the PowerSchool Customization department. (Provided through the Customizations Department)