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InCustody Core & InCustody Plus+ JMS <br /> WARRANTY & SUPPORT & MAINTENANCE <br />4 | P a g e C O N F I D E N T I A L / P R O P R I E T A R Y Updated 1JUN2021 <br /> <br />software. Often the client will wait because the change will require training or they do not utilize <br />some of the updates completed for other clients. <br />ATIMS follows best practices in Software Development Lifecycle (SDLC) in regards to software <br />development, testing, and deployment. The updates of the core product are unit tested by the <br />engineering team; then User Acceptance Test (UAT) is performed by independent Quality Control <br />(QC) team. Clients have an option to install new release in test environment and conduct UAT of <br />the new release with client-specific configuration items. <br />ATIMS JMS use a combination of industry-standard procedures to maintain consistency across <br />the environments: <br />• Base code after QA and release from ATIMS engineering group is deployed to the <br />environment (that is, binaries don’t change in the environment); <br />• Configuration items (CI) are moved from one environment to another using “from-to” <br />scripts. Examples of such configuration items would be wizard steps, Functionality <br />permissions, etc. Changes in Wizard steps are made in test environment, tested there, <br />and upon approval by stakeholders are migrated to production environment through <br />scripts. <br />• Lists of Values can be either promoted from one environment to another through <br />“from-to” scripts; however, they are more likely to be loaded from comma-separated <br />files. For example, list of charges is usually distributed by Federal or State government <br />and loaded into the system from a spreadsheet. ATIMS supports this type of updates. <br />Alternatively, the list can be loaded into test environment from a spreadsheet; then <br />some charges (“not bookable” and therefore not applicable to JMS) are removed, and <br />finally “right” charges are promoted to production environment. <br />Production Service Levels <br />If Agency personnel experience a system problem, they will call the Agency’s internal help desk <br />to log an incident. The help desk will notify the internal on-call support analyst who will attempt <br />to determine if the problem is caused by the internal infrastructure (e.g. server down, network <br />down, pc problem) and forward to the application service provider if the problem resides with <br />the application. <br />If the issue is identified to be an issue with the software, the Agency’s system support team will <br />contact ATIMS who will log the information and determine if it requires Tier 1 or 2 support. If <br />Tier 1, ATIMS will resolve the issue directly and log it in the JIRA issue tracker as resolved. It the <br />issue requires Tier 2 support, will log it in their tracking software and start researching. In the