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{?) I.)urin~~ °~t~rr7~Er} `T`echlaicaal Serti~ice.s 1-{arrrs. cacl~ St71tc~~are Lrrur reTzul-t or enhar~ctnrer~t <br />I-egnest ti~ il} h~ rssi~~neti rIn issue nulnher•. "T`his number should he used fvr all stlhsccltrc;rlt <br />incr~rirics re}atilr~~ tt~ the ~~riu~~inal Sot~tiare Lrrt>r rel~c~rt. }'rt~hlcr~~s reT~ortct~ tt(ter ~t~rn~al <br />"}-ec}Inica} Ser-~~ices 1Tcxrrs E+ i}1 be }o_~y~ed and ~ssi<.~r~ed rIn issue nurnher tflc: next business t}ati~. <br />tS) t:'Eiunt h<Il provide "r'ri'T'ech with a hi`.z}I speed titlta connection (rts n~t7rc fiI}fv defined in the <br />~-isiC':~D and l'isiNet ~;vstem Planning, Document. inclut}in;.; any strhsequertt updates thereto), a <br />separate t}ata quality to}ephone modem line and a de;tiicatecl voice line t'n each case, as specifreci <br />by 1"ri'Tech} to each physical area in tthich a `~ertier car interface egrriprtlent is loc:atecl tv cnahle <br />l.ri Tech to access, tl_agllosi:, ~aptlate ar instal} :I ~vc~rkaruur~cl to the systcnl. C}lent. shall <br />additiunal}y provide a .Dice telephone line lvcrrted near such txreas to ally« sit~~ulttlncvtrs voice <br />aIld data ~tCCt'.SS. <br />~t)} 1Zeportc;d SOft~~'23re Crrt7rS will be responded td arrd resolved In aCCt7I'danCe ~4'LCl1 the IT1i1tI.1X at <br />section li) belvt~,° if requested or specifit;rl in the response til~-te criteria helo~~°, z~ TriTech <br />representative ti~~i}1 return t:he cal} in FI nlannc;r consisten with the privrit}~ anti order in which the <br />call was received. ~.;Tient xvill make every effort Cv respond to 'I'ri`1"ech in a tili~el}~ fashion when <br />requests are. n7ade for folivu~-up calls or additiar~al documentation on the reported problem. <br />(1 U} Priorifics and Su,~pot't Response M1~Iatrix <br />-T..he fv}lvtivin~~ priority rt~atrix relates to software errors covered by the ~T`ri"I"ech support anti <br />naaintel~arlce a~reenlent. Causes secondary tt~ ~Iwn-covered causes -such as hardware, nefi~wrk~, <br />and third party products -arc not inclueled in this priority matrix anti are outside tltt~ scope of this <br />~;tlppvr-T A<_xreetnent. <br />Sar is '~ :a k~rt~ fk r is 1r~t'T,a:t~> ~iaj~n~zr, h~rc,'emet~i <br />~.- ~~a~.'rop z _ _'i~R~rsl~ccr ~,.?-.ar<. ~> ?.;a-~s i si.~~iu;;~srsa SYr=~pnctarc <br />tlt~~ nla.h~<L rt ° t~ ;,..:.r`, c'd ::ndi [lt' : :, t, hr ':p ~.< ~i~' I ti ett ~,a;es. . <br />P8 S>s' ': ~~~ ~,f i 1 <br />250-18 <br />