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Warranty & Maintenance Support Version 2.5 Guidelines & Options <br />2. SYSTEM OTHER - WARRANTY /MAINTENANCE <br />At system cutover, the system transitions from the project phase to the warranty or maintenance <br />programs. Leading up to this major milestone, CompuDyne completes the warranty certification process <br />and assigns an Account Manager to the client. The following sections describe these activities. <br />2.1 WARRANTY CERTIFICATION <br />CompuDyne conducts an extensive internal warranty certification process before a project enters the <br />warranty program. Warranty certification ensures that Client Support Center personnel are equipped with <br />accurate, site - specific documentation, including contact information, dial -in and restart instructions, <br />system specifications, and hardware /operating system and network schematics. Working together, <br />CompuDyne's assigned Project Manager and Account Manager verify the accuracy of the client data as <br />entered in the CompuDyne Client Support (CCS) system, based on FrontRange Solutions' HEAT® <br />software. The CCS database stores all pertinent client system information, and enables CompuDyne staff <br />to provide the most consistent and timely support services possible. The CCS system is also available to <br />on -call after -hours support staff, providing easy, secure access to the critical information necessary for <br />after -hours support. <br />2.2 ACCOUNT MANAGEMENT <br />To ensure the highest level of client satisfaction during the warranty and maintenance programs, <br />• CompuDyne assigns an Account Manager to each client to act as the primary liaison between the client <br />and CompuDyne. The CompuDyne Account Manager is the client advocate and acts as a facilitator for <br />client interaction with CompuDyne. The Account Manager ensures that clients are aware of critical <br />information distributed by the Client Support Center and informs clients of new technology available <br />from CompuDyne. The assignment of an Account Manager allows CompuDyne to provide individual <br />attention to each site, as we become involved in the day -to -day issues facing our clients. The Account <br />Manager also facilitates client involvement in CompuDyne programs such as user groups, focus groups <br />and training programs. <br />• <br />CompuDyne — Public Safety & Justice, Inc. December 1, 2005 Page 2 <br />