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InCustody Core & InCustody Plus+JMS <br />'J��I� WARRANTY & SUPPORT & MAINTENANCE <br />• Recommendations for enhancements on system changes <br />ATIMS will make every effortto provide a problem resolution within the stated Service Resolution <br />time goal. Software remedies shall be reviewed and accepted by ATIMS. <br />MONITORING TOOLS (REMOTE ACCESS CAPABILITIES) <br />The ATIMS JMS integrates with Enterprise monitoring tools that the agency employs (eg., <br />Microsoft System Center or similar APM tools from CA, New Relic and other vendors). These tools <br />allow notification of support staff in case key parameters (CPU, memory, swap file, etc.) fall below <br />predetermined thresholds. <br />For remote access and support, we typically have VPN connectivity to client environments. <br />Specific details are defined as part of implementation, consistent with agency's security policies <br />and CJIS Security guidelines. <br />DOCUMENTATION <br />Electronic documentation is provided within the ATIMS JMS software via the Reference button. <br />This documentation is updated to ensure the incorporation of newJMS features and functionality <br />via version releases is included. Hard copy documentation is created during implementation <br />geared specifically to the Agency's workflow and wizard step process. These module guides are <br />used during staff training and are provided to the Agency in electronic format for editing and/or <br />distribution. Documentation that is Agency created/edited can be stored in the Reference <br />section of JMS and can remain there as long as the Agency needs; it will not be affected by JMS <br />updates. <br />6 1 P a g e CONFIDENTIAL/PROPRIETARY Updated11UN?0?1 <br />