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Critical Priority - Priority 1 Defmition Response Time Resolution VisiNet Mobile 240 - Critical software error Callback within an TriTeeh 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. Where a provided defined as follows: workaround allows the Critical Priority - Client to resume Priority IA: Priority I issues must operations, the • The VisiNet Mobile System is be called in via 800- resulting issue ticket down and all unit mobile devices VisiCAD in order to will be downgraded to will not login or function receive this response. the applicable support priority. Priority I - VisiNet Mobile user Web entry, fax, e-mail is severely impacted due to one and messages to of the following conditions: specific staff are • Data corruption caused by managed on the next TriTeeh Software business day - - A VisiNet Mobile user is therefore, the client unable to receive new requests should always use the for service from V isiCAD telephone to report Command (using all available this acuity of problem. methods) • A VisiNet Mobile user is unable to view incident information needed to dispatch an incident (using all available methods) • A VisiNet Mobile law enforcement user is unable to send or receive justice queries (using all available methods) Santa Ana Software Support Agreement V3.3 02/06 Copyright © 2006 TriTech Software Systems— Confidential & Proprietary Unpublished: Rights reserved under the copyright laws of the United States Page 19 of 23