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(7) During Normal Technical Services Hours, each Software Error report or enhancement <br />request will be assigned an issue number. This number should be used for all subsequent <br />inquiries relating to the original Software Error report. Problems reported after Normal <br />Technical Services Hours will be logged and assigned an issue number the next business day. <br />(8) Client shall provide TriTech with a high speed data connection (as more fully defined in the <br />VisiCAD and VisiNet System Planning Document, including any subsequent updates thereto), a <br />separate data quality telephone modem line and a dedicated voice line (in each case as specified <br />by TriTech) to each physical area in which a Server or interface equipment is located to enable <br />TriTech to access, diagnose, update or install a workaround to the system. Client shall <br />additionally provide a voice telephone line located near such areas to allow simultaneous voice <br />and data access. <br />(9) Reported software errors will be responded to and resolved in accordance with the matrix at <br />section 10 below If requested or specified in the response time criteria below, a TriTech <br />representative will return the call in a manner consistent with the priority and order in which the <br />call was received. Client will make every effort to respond to TriTech in a timely fashion when <br />requests are made for follow-up calls or additional documentation on the reported problem. <br />(10) Priorities and Support Response Matrix <br />The following priority matrix relates to software errors covered by the TriTech support and <br />maintenance agreement. Causes secondary to non -covered causes - such as hardware, network, <br />and third party products - are not included in this priority matrix and are outside the scope of this <br />Support Agreement. <br />Santa Ana Fire Department Software Support Agreement <br />V.5 3/08 Copyright © 2008 TriTech Software Systems — Confidential & Proprietary <br />Unpublished: Rights reserved under the copyright laws of the United States <br />Page 17 of 21 <br />