TRITECH SOFTWARE SYSTEMS 2 - Laserfiche WebLink

Home Browse Search

(10) Priorities and Support Response Matrix Critical Priority - Priority 1 Definition Response Time Resolution VisiCAD Command 240 - Critical software error Callback within an TriTech will work which severely impacts the average of thirty (30) continuously to ability of Client to dispatch minutes during normal provide Client with a emergency units. Generally this Technical Services workaround solution means that over 50% of the business hours; one or to completely system workstations are (1) hour after normal resolve the problem. negatively impacted by this error. Technical Services These Software Errors are business hours. If TriTech has been defined as follows: unable to resolve the Critical Priority — problem or provide a Priority IA: Priority 1 issues must reasonable • The VisiCAD Command be called in via 800- workaround within 24 System is down and all VisiCAD in order to hours of notification, workstations will not launch or receive this response. TriTech will telephone function the City and provide Web entry, fax, e-mail the following: 1) A Priority I B — The VisiCAD and messages to status report on Command user is severely specific staff are TriTech's efforts to impacted due to one of the managed on the next diagnose and/or following conditions: business day — resolve the issue; 2) • Data corruption caused by therefore, the client An estimated duration TriTech Software should always use the of time necessary for • A VisiCAD Command user is telephone to report correction; 3) A unable to enter new requests for this acuity of problem. recommendation on service via the emergency or whether diagnosis scheduled call -taking screen and/or resolution (using all available methods) would be best • A VisiCAD Command user is facilitated through unable to assign a unit to an onsite or continued incident (using all available remote assistance. If methods) the recommendation is • A VisiCAD Command user is for onsite assistance, unable to change status (using all with the Client's available methods) agreement TriTech • A VisiCAD Command user is will arrange for the unable to close an incident (using onsite visit. all available methods) • A VisiCAD Command user is Where a provided unable to view incident workaround allows the information needed to dispatch Client to resume an incident (using all available operations, the methods) resulting issue ticket will be downgraded to the applicable support priority. Santa Ana Software Support Agreement V3.3 02/06 Copyright © 2006 TriTech Software Systems — Confidential & Proprietary Unpublished: Rights reserved under the copyright laws of the United States Page 18 of 23