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2. Alternate Forms of VPN Connect!ft Customers that utilize non -approved forms of VPN or other connectivity are taking responsibility for any delays associated with TriTech's inability to provide remote support services. 3. User Access and Passwords TriTech needs a user account on the customer's network (this is the network access account, not the TriTech account within VisiCAD or VisiNet systems). TriTech recommends a single account that can be used by our team for supporting the customer system. In such a configuration, TriTech will contact the client before connecting to the customer's system. TriTech will support security polices where the TriTech account is disabled by default 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. Note: in this setting, the customer will need to have staff available on a 240 basis to issue passwords when TriTech contacts the customer to perform remote support tasks. Some customers require that TriTech have individual accounts for each staff person who may connect to the customer system. TriTech utilizes a cross functional team of staff across multiple departments to support customer systems. Therefore, at any given time, any one of 40-50 staff members may be assigned to work on a customer system. Individual logins and passwords for each of our customer systems is impractical while maintaining the passwords securely. Therefore, passwords will almost always be expired in this situation. If a customer requires TriTech to have individual accounts, the customer will need to have staff available on a 24x7 basis to issue passwords when TriTech contacts the customer to perform remote support tasks. Similarly, due to the large number of customer sites and the large number of TriTech staff involved in the provision of remote support services and after hours support, TriTech will not accept password generating devices for security access. 4. Discontinued Support for ISDN Connectivity TriTech no longer deploys ISDN connectivity to new customers. Due to excessive on -going costs for customers and TriTech, TriTech will discontinue support through ISDN effective November 15, 2005. Customers that still utilize ISDN for remote support services should immediately arrange for VPN connectivity. Appendix A includes configuration information for setting up VPN access for remote support services. Please contact the TriTech Information Systems Group for information on setting up VPN access. 5. Backup Connectivity through RAS Dial -up telephone remote access server (RAS) connectivity should only be used as a back-up method of support connectivity. Prior to installation of the VisiCAD system, a dedicated dial -up telephone line must be installed in each area where servers are located. The support telephone line must be dedicated to the VisiCAD support modem(s) (as a back up to your primary method of connectivity). If applicable, in addition to the support line, one or more telephone lines will be needed for the paging interface machine. 2 Note: TriTech'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 6 of 13 TriTech Software Systems - Confidential & Proprietary