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May 23 06 09:36a Santa Rna Police Dept 714 245 8098 p.3 <br />i-. <br />_ .- O M~7"O~iOd.A <br />Table A-2 - OnSite Response Times with Technical Support Response Times <br />Severity Level Response Time <br />I <br />within 4 hours Crom tune of dis etch. <br />Severity 2' Within 1 hour from receipt of request for Technical Snpport. On-site <br />within4 hours from time of dianarrFw <br />'Denotes that these response times are <br />Times a[e applicable Continuously. <br />Table B - Rettwle 1'echnieal Snnnorr uce....,. <br />Response <br /> <br />~~ <br />~ Severity 3• ~ Withhtnex~Busitn <br />Denotes that these response times are applic <br />Resporue Times are applicable Continuously. <br />Table C-Severity Betaitions <br />y from receipt of request for 7 <br />24 hours from timz of dispatc <br />my during Standazd Business <br />I <br />Severity Level RroblemTypes <br />Severityl Major system failure <br /> 33% of System down <br /> 33% of Site channcis down <br /> Site Hovirvnmeat Alarms (smoke, access, kmp, A/C Power) <br /> R nsc is rovided Continuousl <br />Severity 2 Significant System Itnpairmeat <br /> intermittent probletm <br /> Res e d ~ Standard Business Da <br />Severity 3 Parts Questions <br /> Upgrades <br /> 7nterminent problems <br /> System proht~ms presently being monitored <br />__ Res ortse Burin Standard Business Da ~. <br />DnSite Infrastructure Response <br />Approved Ly ,Yfotoroln Cantracw~ <F Compkmtee: !Z//Z/UU <br />Page 2 of 2 <br />MRY-23-2006 12:13PM From: 714 245 8098 ID:IL232FLN XEROXhi20I Paee:003 R=94% <br />