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service example, when a TriTech Engineer connects to a customer network under a single tunnel VPN configuration, the TriTech Engineer's computer will be prevented from connecting to the local TriTech network. This is accomplished through the Cisco client on the TriTech computer and the Cisco VPN configuration. The single tunnel method of VPN connectivity provides the customer with a high level of security from unauthorized access to their network through VPN. However, this level of security significantly limits or delays the ability of the TriTech Engineer to rapidly support the customer system. TriTech has been providing support to a limited number of customers under single tunnel VPN connectivity over the past two years. TriTech has found that this form of connectivity significantly increases the amount of TriTech staff time to perform the same support tasks as can be accomplished through split tunnel VPN connectivity. Delays include: 1) lack of access to files (software updates, patches, documentation) on the local TriTech network; again required for rapid critical issue resolution; 2) lack of access through the Internet to Microsoft and hardware manufacturer knowledge bases, which is often required to rapidly resolve critical issues; 3) lack of access to the TriTech issues tracking system (ServiceWise) for access issues lists and local knowledge bases - this prevents access to customer information, information on similar issues, and internal knowledgebase documentation needed to effectively continue with issue resolution; and 4) lack of access to e-mail to review or send messages to other TriTech support staff that may be assisting in problem resolution. In general, the TriTech support and engineering staff are unable to use their computers for any other function while connected to the client system. In addition, the computer must generally be restarted each time it needs to be reconnected to the TriTech network. The general result is significant delay in the ability of TriTech to support the customer's system during potential critical issue evaluation, diagnosis and repair. For moderate and low priority issues, the impact will be a delay in issue management. This section will act as formal notice to customers that elect to use single tunnel VPN connectivity of the associated delays in the provision of support services. Some customers have considered or implemented single tunnel VPN connectivity in order to prevent access by a third party who takes control of computers on TriTech network and uses this to access a customer system. If this is the primary concern, TriTech recommends maintaining split tunnel VPN connectivity, but disabling the TriTech account on the customer's network (this is the network access account, not the TriTech account within VisiCAD or VisiNet systems). In such a configuration, TriTech will contact the client before accessing the customer system and will request password access to the account. This password security configuration is described below under User Accounts and Passwords. t Note: TnTech's policy is to notify the client before TriTech staff connects to a customer system. Site Preparation and Support Connectivity Guide, V3.1 dated 8.12.2005 Page 5 of 13 TriTech Software Systems - Confidential & Proprietary