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& Maintenance Sunoort Version 2.5 Guidelines & <br />0 & BASIC SUPPORT <br />4.1 CALL LOGGING - COMPUDYNE CLIENT SUPPORT <br />SYSTEM (CCS) <br />The CompuDyne CSC uses HEAT® Call Logging software provided by FrontRange Solutions, Inc. This <br />online database is referred to as the CompuDyne Client Support System (CCS). The CCS system allows <br />us to maintain a central repository of all product, project, maintenance, and enhancement activity. This <br />software has been customized to meet the unique needs of CompuDyne and its clients. The system tracks <br />Technical Service Requests (TSRs) and provides a central repository to document each client's hardware, <br />network configurations, product versions, support needs, and specific requirements. Working with the <br />clients, the Project Managers and Account Managers periodically review and update the data stored in the <br />CCS system. They also periodically validate key and primary contact names, titles, positions, addresses, <br />telephone numbers and email addresses. <br />4.2 MONTHLY STATUS REPORTS <br />Each month, CompuDyne sends warranty and maintenance clients Monthly Status Reports. Status <br />reporting allows both the client and CompuDyne to monitor all site activity and facilitates scheduling of <br />future activity. The report covers the previous month's Technical Service Requests (TSRs) and <br />enhancement activities. It is important that clients review these reports for accuracy. To ensure timely <br />• problem resolution, clients should inform the CSC immediately if any discrepancies are discovered. <br />Client Support announcements are often included in the Monthly Status Report mailings. Client Support <br />announcements inform CompuDyne clients of upcoming CompuDyne holidays, Critical Product <br />Notifications, Requests for Information, Upcoming Events, and other CompuDyne news. <br />• <br />4.3 LEVEL 1 DATABASE ADMINISTRATION (DBA) SUPPORT <br />Level 1 DBA Support is a standard feature of CompuDyne's Master Support Agreement (MSA). Level 1 <br />DBA Support services include the creation of production and training databases to be used by the <br />CompuDyne applications for clients that do not have their own database administration (DBA) <br />capabilities. Database services offered as part of the Level 1 DBA Support do not include preventive <br />monitoring of the client's databases. The client's DBA is also responsible for periodic database <br />backups, backup functionality monitoring, periodic database maintenance, and database recoveries in the <br />event of disaster. During the project phase before "go live" CompuDyne is available to assist with the <br />database backup configuration. Thereafter, CompuDyne will be available primarily for consultation to <br />diagnosis /resolve database problems that are directly related to the CompuDyne applications. Please refer <br />to the CompuDyne DBA Services document for further information. <br />CompuDyne - Public Safety & Justice, Inc. December 1, 2005 Page 7 <br />