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I. VisiCAD Command: <br />a. Inaccurate address verification information not secondary to problems with GIS data. <br />b. Inaccurate unit recommendations not secondary to problems with GIS data. <br />C. The inability to view/edit premise or caution note information. <br />d. The inability to send and receive text messaging (within CAD, CAD to Mobile, or Mobile to Mobile). <br />e. Inaccurate information in incident and unit queue displays that does not meet the criteria for a Critical issue <br />(e.g., false positive display of queue warnings) <br />f. The VisiCAD Reporting and Archiving Server is down and the system not configured to use the Reporting <br />Server for dispatching functions (e.g., Premise History). <br />2. VisiCAD Mobile: <br />a. Inaccurate address verification information not secondary to problems with GIS data. <br />b. The inability to view/edit premise or caution note information. <br />C. The inability to send and receive text messaging (within CAD, CAD to Mobile, or Mobile to Mobile). <br />d. Inaccurate information in incident and unit queue displays that does not meet the criteria for a Critical issue <br />(e.g., false positive display of queue warnings). <br />3. VisiCAD/VisiNet Interfaces: <br />a. An interface down involving an interface not listed under the critical or urgent priorities. <br />4. VisiNet Browser <br />a. Data corruption caused by TriTech Software. <br />b. A VisiNet Browser user is unable to enter new requests for service via the Browser call -taking screen (using <br />all available methods). <br />c. A VisiNet Browser law enforcement user is unable to send NCIC/State Message Switch queries (using all <br />available methods) and does not receive responses to such queries (future product). <br />5. There are no High Priority (Priority 2) issues for VisiNet CADLink or VisiNet GISLink. <br />6. Level 3 - High Priority issues do not include code file maintenance, cosmetic, documentation, reporting, or similar <br />problems; or questions or inquiries regarding the operation of the software or its installation and training. <br />Special Note #6: Level 4 - Medium Priority issues meeting the previously noted criteria are defined as follows: <br />I . VisiCAD Command, VisiNet Mobile and VisiNet Browser: <br />a. System Administrator Utilities <br />b. Query functions such as Recall or Mobile queries <br />C. Reporting errors or calculation problems <br />2. VisiCAD/VisiNet Interfaces: <br />d. Intermittent problems involving a VisiCAD Station Alerting Interface, a VisiCAD Paging Interface, an <br />ANI/ALI interface, a CAD to CAD interface, or a mobile interface server (MDT or MDC). <br />C. General problems involving other interfaces. <br />3. CADLink and GISLink <br />a. All issues functional issues for CADLink and GISLink. <br />4. Unreproducible or intermittent errors will be categorized as Medium Priority (Level 4). <br />Special Note #7: Low Priority (Priority 5) issues meeting the previously noted criteria are defined as follows: <br />1. All TriTech products: <br />a. Terminology, wording or misspellings of text on forms and messages. <br />b. Documentation inaccuracies. <br />c. Cosmetic issues. <br />d. Questions or inquiries relating to functionality, system administration, or installation. <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 21 of 21 <br />