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LJ <br />• <br />Warranty & Maintenance Support Version 2.5 Guidelines & Options <br />3. THE CLIENT SUPPORT CENTER <br />CompuDyne's Client Support Center (CSC) is dedicated to handling client support requests 24 hours a <br />day, 7 days a week, including weekends and holidays. The CSC is responsible for all Technical Service <br />Requests (TSRs) for warranty and maintenance clients. Once a system goes into production operation, the <br />CSC is the central point of contact for all client needs. The CSC offers a consistent and focused approach <br />to problem resolution, while providing accurate record - keeping and timely feedback to client inquiries. <br />3.1 SUPPORT GUIDELINES <br />CompuDyne has established support guidelines that must be followed to ensure timely response and <br />resolution to issues reported to the CSC. The guidelines include methods for contacting the CSC, <br />prioritization of TSRs, and emergency after -hours assistance. CompuDyne has established TSR reporting <br />procedures for problem reporting and information requests, client - specific enhancement requests, and <br />product enhancement submissions. <br />3.1.1 METHODS FOR CONTACTING THE CSC <br />CompuDyne provides several method of contact for the CSC: <br />l�ei4od . <br />Telephone <br />Please use the following telephone numbers to contact the CSC: <br />(877) 445 -2110 (CSC toll free line) <br />(510) 579 -4609 (CSC backup cell phone) <br />(510) 579 -1714 (CSC backup cell phone #2) <br />NOTE: All Priority I calls must be reported by phone to the CSC to ensure <br />timely response to critical issues. <br />Web Site <br />Clients can submit a Problem Report, Enhancement Request, Steering <br />Committee issue or request for information via the Internet by connecting to <br />www.tiburoninc.com and clicking on the CCS Self Service link. Clients can <br />also access historical TSR information for their site via this link. The CSC staff <br />provides clients with the login and password required to access the client <br />support system during regular business hours. Regular business hours are <br />defined as 8:00 am to 5:30 pm in the client's time zone, Monday through <br />Friday, excluding CompuDyne holidays. <br />TSRs submitted via the CCS Self Service link send updates to the CCS <br />database in real -time mode. TSRs entered via CCS Self Service are reviewed <br />and assigned within 24 hours of receipt, during regular business hours. If an <br />email address is included with the issue submission, a confirming email with <br />the CCS Call ID (used for tracking purposes) is sent to the submitting person. <br />Current TSR status is available for review online at any time. <br />Email <br />Clients can submit TSRs to the CSC via email to support@compudyne.com. <br />TSRs sent to the CSC via email are entered into the CCS system and receipt is <br />confirmed by a follow -up e-mail message to the submitting person, which <br />includes the CCS Call ID (used for tracking purposes). Email is processed <br />during regular business hours. <br />CompuDyne — Public Safety & Justice, Inc. December 1, 2005 Page 3 <br />