HomeMy WebLinkAboutSynegen, Inc. 08.10.2026
The Town of Los Altos Hills
AWS Hosting Renewal
September 4th, 2025
This Schedule (“Schedule 6”) is attached to and made a part of the Private Cloud Hosting Agreement
executed June 25, 2024 by and between Synegen, Inc. an Illinois Corporation with a place of business at
One Pierce Place, Suite 110W, Itasca, IL 60143 (“Synegen”) and The Town of Los Altos Hills, an
organization with a place of business at 26379 W Fremont Road Los Altos, California, 94022 (“Client”).
Synegen and the Client agree:
1. Annual Hosting Fee: $4,200
Service Description
Environment ● A Virtual Private Cloud (VPC) within Amazon Web Services
(AWS) to provide a cloud-hosted environment for the Los Altos
Hills live dashboard application.
Disk Storage (GB) 100 GB
Traffic Allowance
(GB)
200 GB of transfer per month
Backups ● Incremental daily back up to highly durable storage.
● Database back-up:
o Daily backups saved for 7 days.
o Weekly backups saved for 4 weeks.
o Monthly backups saved for 1 year.
Hosting Support Infrastructure Support between 9-5 CST
Designated Contacts ● Cody Einfalt
2. Hosting Support
Hosting support requests may be submitted through Synegen’s web-based support portal at any time.
Live support is available between the hours of 9:00 AM–5:00 PM CST, Monday through Friday. Hosting
support covers issues related to environment availability, performance, backups, and AWS hosting
infrastructure.
Support does not include application enhancements, new feature development, customizations, or user
training. Such requests will be scoped and billed separately under a professional services agreement.
Scheduled maintenance will be coordinated in advance with the client.
Definition of Severity Levels for Technical Issues, and Response Times
Severity Definition Response
Time
Severity 1:
(Critical)
Problem of product defect causes complete loss of service,
regardless of the customer environment, and/or work cannot
reasonably continue.
2 hours
Severity 2:
(Major)
Severe loss of service, no acceptable workaround, operations
can continue in restricted fashion.
4 hours
Severity 3:
(Minor)
Minor loss of service, impact is an inconvenience that may
require a workaround to restore functionality
12 hours
Severity 4:
(Cosmetic)
No loss of service, minor error that does not impede operations
or an enhancement request.
24 hours
The response times indicated above are the maximum time interval when Synegen support engineers will respond to
the issue. Once an engineer is able to assess the impact of an issue, they will be able to supply an anticipated time
for issue resolution.
Synegen Inc. | One Pierce Place, Suite 110W, Itasca, IL 60143 | 224.353.2500 | synegen.com
Docusign Envelope ID: B7E8B28A-FF7D-8303-8278-C21C0627C4FA
The Town of Los Altos Hills Hosting Renewal
August 10th, 2026 2
e
3. Duration
The renewal Term will commence September 1, 2026 and cover through August 31, 2027. This
Agreement shall automatically renew for additional Terms of one (1) year each, at the then applicable
rate, provided that client has not provided Synegen written notice that they do not wish to extend the Term
for an additional 12 months at least 30 days before the end of the current Term (“Notice Period”).
4. Payment terms
Client to be invoiced upon receipt of signed Synegen Private Cloud Agreement Schedule 2. Invoices are
to be paid 30 days upon receipt.
IN WITNESS WHEREOF, the parties have caused this Agreement to be executed and delivered as of the
date below, and represent that the persons whose signatures appear below are duly authorized to
execute this Services Agreement.
Synegen, Inc Town of Los Altos Hills
(“Synegen”) Signature
(“Customer”) Signature
(“Synegen”) Name (Printed)
(“Customer”) Name (Printed)
Title
Title
Date
Date
Proprietary and confidential, for internal and client use only.
Docusign Envelope ID: B7E8B28A-FF7D-8303-8278-C21C0627C4FA
City Manager
8/14/2026
Cody EinfaltSteve Karlovitz
8/14/2026
President