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Special Note #l: Level l - Critical Priority issues meeting the previously noted criteria are defined as follows: <br />1. VisiCAD Command: <br />a. The VisiCAD System is down and all workstations will not launch or function. <br />b. The VisiCAD System is inoperable due to data corruption caused by TriTech Software. <br />C. The VisiCAD Reporting and Archiving Server is down and the system is configured to use the Reporting <br />Server for dispatching functions (e.g., Premise History). <br />d. Law enforcement users are unable to send or receive justice queries (using all available methods). <br />2. VisiNet Mobile: <br />a. The VisiNet Mobile System is down and all unit mobile devices will not login or function. <br />b. The VisiNet Mobile System is inoperable due to data corruption caused by TriTech Software. <br />3. VisiCAD/VisiNet Interfaces: <br />a. A VisiCAD Station Alerting Interface is down. <br />b. A VisiCAD Paging Interface is down. <br />c. An interface used for personnel rostering is down. <br />d. A NCIC State Message Server (records check) interface is down (see Special Note #1 section l.d). <br />e. A CAD to CAD interface is down. <br />f A mobile interface (MDT or MDC) is down. <br />4. VisiNet Browser, VisiNet CADLink and VisiNet GISLink: <br />a. There are no Critical Priority (Priority I) issues for these products. <br />Special Note #2: Web portal entries, e-mail messages to "support@tritrch.com", or fax messages are reviewed on the next <br />business day — therefore, the client should always use the telephone to report Level 1 or 2 problems. <br />Special Note #3: If the client wants an acknowledgement and tracking number to validate issue submission outside of business <br />hours, such issues need to be entered via the web portal. When using the web portal, such acknowledgements are sent via <br />automated e-mail within two (2) hours to the individual designated in the ticket. <br />Special Note #4: Level 2 - Urgent Priority issues meeting the previously noted criteria are defined as follows: <br />1. VisiCAD Command: <br />a. VisiCAD Command users are severely impacted due to one of the following conditions: <br />i. Unable to enter new requests for service via the emergency or scheduled call -taking screen (using <br />all available methods). <br />ii. Unable to assign a unit to an incident (using all available methods). <br />iii. Unable to change a unit's status (using all available methods). <br />iv. Unable to close an incident (using all available methods). <br />v. Unable to view incident information needed to dispatch an incident (using all available methods). <br />2. VisiNet Mobile: <br />a. Mobile users are severely impacted due to one of the following conditions: <br />i. Unable to receive new requests for service from VisiCAD (using all available methods). <br />ii. Unable to view incident information needed to dispatch an incident (using all available methods). <br />iii. Law enforcement users are unable to send or receive justice queries (using all available methods). <br />3. VisiCAD/VisiNet Interfaces: <br />a. A VisiCAD Station Alerting Interface fails to process a station alert as part of a unit assignment for multiple <br />incidents (once diagnosed as not being caused by the station alerting system). <br />b. A VisiCAD Paging Interface repeatedly fails to process a unit alert as part of a unit assignment (once <br />diagnosed as not being caused by the paging system or vendor). <br />C. An ANI/ALI interface is down. <br />d. An ANI/ALI interface repeatedly fails to process information into an incident. <br />e. An interface to an external rostering system used to logon units is down. <br />f. An AVL interface fails to process updates for over 50% of units. <br />g. A CAD to CAD interface repeatedly fails to process information into an incident. <br />It. A mobile interface (MDT or MDC) repeatedly fails to process incident or status change information. <br />4. VisiNet Browser, VisiNet CADLink and VisiNet GISLink: <br />a. There are no Urgent Priority (Priority 2) issues for these products. <br />Special Note #5: Level 3 -High Priority issues meeting the previously noted criteria are defined as follows: <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 20 of 21 <br />