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Warranty & Maintenance Support Version 2.5 Guidelines & Options <br />• TSRs for Priority 2, 3 and 4 requests are assigned to the applicable technical team for review, assessment, <br />scheduling, and resolution. Regular TSR reviews between the client and the Project Manager or Account <br />Manager allow CompuDyne technicians to focus on problem resolution and improve TSR resolution <br />time. <br />3.1.3 TECHNICAL SERVICE REQUEST - REPORTING PROCEDURES <br />All problems and enhancement requests for all systems used in a production environment must be <br />reported to the CSC utilizing submission procedures described in this document. Whenever possible, <br />supporting documentation or screen shots of examples should be provided when reporting problems. <br />Following the proper reporting procedures will expedite the problem resolution process. <br />3.1.3.1 PROBLEM REPORTS AND INFORMATION REQUESTS <br />Once a client system is placed into productive use, clients report all known problems and functional <br />questions to the CSC. The CSC logs, assigns, and addresses the issue as soon as possible. All TSRs are <br />addressed according to their assigned priority. Once a TSR has been resolved, the client is contacted by <br />telephone or email and advised that the call has been resolved. The client can either confirm resolution of <br />the TSR at that time or request additional time to test the resolution of the TSR. If the client cannot be <br />contacted, or if the client requests time to test the resolution of the problem, the TSR is placed in Test <br />Request mode. TSRs placed in Test Request mode without any further information or activity for 30 days <br />are closed automatically. <br />CompuDyne occasionally provides clients new "builds" that contain fixes for one or more problem <br />reports. Once a new build has been delivered to a client, the client has 60 days to test the new build in the <br />training environment. All problems identified in the new build must be reported to the CSC as TSRs and <br />must include a notation that the TSR was discovered as a result of testing a new build (including the build <br />• number). All new builds must be tested and moved into production within 60 days of receipt, unless there <br />are unresolved critical operational problems in the new build that prevent this action. Failure to <br />implement a functional new build in the production environment within 60 days of receipt may result in <br />CompuDyne's refusal to respond to a new problem report which has been resolved in the new build. <br />• <br />CompuDyne - Public Safety & Justice, Inc. December 1, 2005 Page 5 <br />