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Critical Priority - <br />Priority 1 <br />Definition <br />Response Time <br />Resolution <br />VisiCAD Interfaces <br />240 - Critical software error <br />Callback within an <br />TriTech will work <br />which severely impacts the <br />average of thirty (30) <br />continuously to <br />ability of Client to dispatch <br />minutes during normal <br />provide Client with a <br />emergency units. Generally this <br />Technical Services <br />workaround solution <br />means that over 50% of the <br />business hours; one <br />or to completely <br />system workstations are <br />(1) hour after normal <br />resolve the problem. <br />negatively impacted by this error. <br />Technical Services <br />These Software Errors are <br />business hours. <br />Where a provided <br />defined as follows: <br />workaround allows the <br />Critical Priority — <br />Client to resume <br />Priority I A: <br />Priority I issues must <br />operations, the <br />• There are no Priority IA issues <br />be called in via 800- <br />resulting issue ticket <br />for interfaces <br />VisiCAD in order to <br />will be downgraded to <br />receive this response. <br />the applicable support <br />Priority I B —One or more <br />priority. <br />VisiNet interface is severely <br />Web entry, fax, e-mail <br />impacted due to one of the <br />and messages to <br />following conditions: <br />specific staff are <br />• Data corruption caused by <br />managed on the next <br />TriTech Software <br />business day - <br />- A VisiCAD Station Alerting <br />therefore, the client <br />Interface fails process a station <br />should always use the <br />alert as part of a unit assignment <br />telephone to report <br />(once diagnosed as not being <br />this acuity of problem. <br />caused by the station alerting <br />system) <br />• A VisiCAD Paging Interface <br />fails process a unit alert as part of <br />a unit assignment (once <br />diagnosed as not being caused by <br />the station alerting system) <br />• An ANI/ALI interface is down <br />• A CAD to CAD interface is <br />down <br />• A NCIC/State Message Switch <br />is down <br />VisiCAD Browser & <br />There are no Critical Priority - <br />Not Applicable <br />VisiNet CADLink <br />Priority I issues for VisiNet <br />Browser and VisiNet CAD Link <br />Santa Ana Software Support Agreement <br />V3.3 02/06 Copyright © 2006 TriTech Software Systems — Confidential & Proprietary <br />Unpublished: Rights reserved under the copyright laws of the United States <br />Page 20 of 23 <br />