ADVANCED TECHNOLOGY INFORMATION MANAGEMENT SYSTEMS (2)

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"' InCustody Core & InCustody Plus+JMS WARRANTY & SUPPORT & MAINTENANCE software. Often the client will wait because the change will require training or they do not utilize some of the updates completed for other clients. ATIMS follows best practices in Software Development Lifecycle (SDLC) in regards to software development, testing, and deployment. The updates of the core product are unit tested by the engineering team; then User Acceptance Test (UAT) is performed by independent Quality Control (QC) team. Clients have an option to install new release in test environment and conduct UAT of the new release with client -specific configuration items. ATIMS JMS use a combination of industry -standard procedures to maintain consistency across the environments: • Base code after QA and release from ATIMS engineering group is deployed to the environment (that is, binaries don't change in the environment); • Configuration items (CI) are moved from one environment to another using "from -to" scripts. Examples of such configuration items would be wizard steps, Functionality permissions, etc. Changes in Wizard steps are made in test environment, tested there, and upon approval by stakeholders are migrated to production environment through scripts. • Lists of Values can be either promoted from one environment to another through "from -to" scripts; however, they are more likely to be loaded from comma -separated files. For example, list of charges is usually distributed by Federal or State government and loaded into the system from a spreadsheet. ATIMS supports this type of updates. Alternatively, the list can be loaded into test environment from a spreadsheet; then some charges ("not bookable" and therefore not applicable to JMS) are removed, and finally "right" charges are promoted to production environment. Production Service Levels If Agency personnel experience a system problem, they will call the Agency's internal help desk to log an incident. The help desk will notify the internal on -call support analyst who will attempt to determine if the problem is caused by the internal infrastructure (e.g. server down, network down, pc problem) and forward to the application service provider if the problem resides with the application. If the issue is identified to be an issue with the software, the Agency's system support team will contact ATIMS who will log the information and determine if it requires Tier 1 or 2 support. If Tier 1, ATIMS will resolve the issue directly and log it in the JIRA issue tracker as resolved. It the issue requires Tier 2 support, will log it in their tracking software and start researching. In the 4 1 P a g e CONFIDENTIAL/PROPRIETARY Updated1JUN1oi