25P - AGMT - COMPUTER AIDED DISPATCH SRVS

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Help Desk Call Taking Process When a Help Desk call is received, it is answered by a Help Desk representative. The representative takes the caller's general information such as caller contact information, site identification, affected product and a short problem description. Based on the priority definitions detailed in Table A, the caller advises the Help Desk representative on the priority of the issue. The caller is given a ticket reference number and is passed onto a Help Desk technical specialist for problem investigation and resolution. If there are no Help Desk technical specialists available to immediately take the call, the caller is called back within the agreed upon SLA. The Help Desk technical specialist will work over the phone and through remote high speed facilities (e.g. Cisco VPN, Sonic Wall, Remotely Anywhere, Remote Desktop) to troubleshoot and resolve the issue. The ticket is only 'closed' by Tiburon upon positive confirmation from the Client. Escalation Procedure When the call -back SLA specified in Table A is not met, the Help Desk is instructed to escalate the ticket to the people identified below and advise the Client that this escalation is in progress. Should the Client not receive a call from the Help Desk within the call -back SLA, the Client is free to contact the following escalation contacts directly (in the order indicated): Help Desk Team Leader (514) 916 -0199 Sr. Manager Technical services (514) 804 -9334 Sr. Manager, SW Development (514) 916 -3995 VP Products (514) 916 -0423 Internal escalation is automatically triggered in the timeframes defined in the last two columns of Table A in order to ensure that high priority tickets are resolved as quickly as possible. Note: The call -back time is defined as the interval of time from the moment Tiburon Help Desk received a call for service to the moment a Tiburon technical specialist contacts the site. 25P -17