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High Priority — <br />Priority 2 <br />Definition <br />Response Time <br />Resolution <br />VisiCAD Browser <br />240 - A serious Software Error <br />Call back within an <br />Workaround provided <br />not meeting the criteria of a <br />average of one (1) <br />within an average of <br />Critical Priority, but which does <br />hour during normal <br />twenty-four (24) hours <br />prevent the User from <br />Technical Services <br />if possible. (Providing <br />performing a common call taking <br />business hours; two <br />a workaround would <br />or dispatching function. Such <br />(2) hours after normal <br />usually result in <br />errors will be consistent and <br />Technical Services <br />lowering the priority <br />reproducible. Generally this <br />business hours. <br />of the problem.) <br />means that over 25% of the <br />system workstations are <br />High Priority — <br />Unless a reasonable <br />negatively impacted by this error. <br />Priority 2 issues must <br />workaround is <br />Intermittent errors will be <br />be called in via 800- <br />promptly provided, <br />categorized as Medium Priority <br />VisiCAD in order to <br />TriTech will work <br />(Priority 3). <br />receive this response. <br />diligently to resolve <br />the problem as soon as <br />The VisiCAD Browser user is <br />Web entry, fax, e-mail <br />reasonably feasible. If <br />impacted due to one of the <br />and messages to <br />a reasonable <br />following conditions: <br />specific staff are <br />workaround is <br />• Data corruption caused by <br />managed on the next <br />available, TriTech will <br />TriTech Software <br />business day — <br />provide a problem <br />• A VisiCAD Browser user is <br />therefore, the client <br />resolution in the form <br />unable to enter new requests for <br />should always use the <br />of an Upgrade or <br />service via the Browser call- <br />telephone to report <br />modification to the <br />taking screen (using all available <br />this acuity of problem. <br />Software in a future <br />methods) <br />update. <br />• A VisiCAD Browser law <br />enforcement user is unable to <br />send NCIC/State Message <br />Switch queries (using all <br />available methods) and does not <br />receive responses to such <br />queries. <br />VisiNet CADLink <br />There are no High Priority - <br />Not Applicable <br />Priority 2 issues for VisiNet <br />CAD Link <br />Santa Ana Software Support Agreement <br />V3.3 02/06 Copyright © 2006 TriTech Software Systems —Confidential & Proprietary <br />Unpublished: Ruts reserved under the copyright laws of the United States <br />Page 22 of 23 <br />