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The following matrix describes the priorities for each reported issue and the associated response and resolution times for VisiCAD, VisiNet Mobile, VisiNet Browser, and Interfaces. VISICAD, VISINET MOBILE, VISINET BROWSER, AND INTERFACES RESPONSE MATRIX Priority issue lleiinititrn Res Ouse'�i€ e Level l — 24x7 Support: A system down event which Business Hours: Telephone calls to 800-VisiCAD Critical Priority severely impacts the ability of Users to dispatch are answered and managed as they come in with emergency units. This defined as the following: no need for a call back. • CAD or Mobile system down After Hours: Thirty (30) minute callback after • Critical servers inoperative client telephone contact to 800-VisiCAD. • Complete interruption of call taking and/or dispatch operations Critical Priority — Priority I issues must be called • Loss of data & data corruption in via 800-VisiCAD (800.847.4223) in order to receive this level of response. [Refer to Special This means that one or more server components Notes #2 and 3, below.] are down or non-functional disabling CAD or Mobile workstations. These Software Errors are defined in Special Note #1, below. Level 2 — 24x7 Support: A serious Software Error not Business Hours: Telephone calls to 800-VisiCAD Urgent Priority meeting the criteria of a Critical Priority, but are answered and managed as they come in with which severely impacts the ability of Users to no need for a call back. dispatch emergency units. Such errors will be consistent and reproducible. After Hours: One (1) hour callback after client telephone contact to 800-VisiCAD. Generally this means that over 50% of the system CAD or Mobile workstations are negatively Urgent Priority — Priority 2 issues must be called impacted by this error. These Software Errors are in via 800-VisiCAD (800.847.4223) in order to defined in Special Note #4, below. receive this level of response. [Refer to Special Notes #2 and 3, below. Level 3 - Business Hour Support: A significant Software Business Hours: Telephone calls to 800-VisiCAD High Priority Error not meeting the criteria of a Critical or are answered and managed as they come in with Urgent Priority, but which does prevent the User no need for a call back. from performing a common call taking or dispatching function. Such errors will be After Hours: This priority of issue is not managed consistent and reproducible. via after hours support. [Refer to Special Notes #2 and 3, below.] Generally this means that over 25% of the system CAD or Mobile workstations are negatively High Priority — Priority 3 issues must be called in impacted by this error. These Software Errors are via 800-VisiCAD (800.847.4223) in order to defined in Special Note #S, below. receive this level of response. [Refer to Special Notes #2 and 3, below.] Level 4 — Business Hour Support: A Software Error related Business Hours: Telephone calls to 800-VisiCAD Medium Priority to a user function which does not prevent routine are answered and documented as they come in use of the system or a higher priority issue when a with no need for a call back. reasonable workaround has been provided. Level 4 issues include errors involving all types of After Hours: This priority of issue is not managed system administrator function. These Software via after hours support. [Refer to Special Notes Errors are defined in Special Note #6, below. #2 and 3, below.] Santa Ana Fire Department Software Support Agreement V.5 3/08 Copyright © 2008 TriTech Software Systems — Confidential & Proprietary Unpublished: Rights reserved under the copyright laws of the United States Page 18 of 21