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Inforin CAD, Mobile, Browser, Interfaces, and GIS Link Issue Definition and Response <br />Matrix <br />Priority <br />Issue Definition - <br />- Response Time <br />Priority 1- <br />24x7 Support for live operations on the production <br />Normal Customer Service Hours: Telephone calls <br />Critical Priority <br />system: A system down event which severely <br />to 800, 987.0911 will be immediately answered <br />impacts the ability of Users to dispatch emergency <br />and managed by the first available representative <br />units. This is defined as the Following: <br />but not longer than 5 minutes. <br />« Inform CAD, Inform Mobile, or Interfaces <br />After Normal Customer Service Hours: Thirty (30) <br />are down as further defined below, <br />minute callback after client telephone contact to <br />• Critical servers inoperative, as listed below. <br />800.987.091 I. <br />« Complete interruption of call taking and /or <br />dispatch operations <br />Priority I issues must be called in via 800. <br />• Loss of transactional data & data corruption <br />987.0911 in order to receive this level of response. <br />This means one or more critical server components <br />are non- functional disabling Inform CAD or <br />Inform Mobile workstations. These Software <br />Errors are defined below. <br />Priority 1 - Critical Priority issues meeting the previously noted criteria are defined as follows: <br />L Inform CAA: <br />a. The Inform CAD System is down and all workstations will not launch or function. <br />b. The Inform CAD System is inoperable duo to transactional data cotrrrptlon caused by <br />TriTech Software. <br />c. The Inform CAD Reporting and Archiving Server is down and the system is configured to <br />use the Reporting Server for dispatching functions (e. g„ Premise History). <br />d. Law enforcement users are unable to send or receive justice queries (this priority applies if <br />the functionality is available through no other available methods within the TriTech <br />software). <br />2. Inform Mobile: <br />a. The Inform Mobile System is down and all unit mobile devices are unable to log in or <br />function. <br />b. The Inform Mobile System is inoperable due to transactional data corruption caused by <br />TriTech Software. <br />o. Law enforcement peers are unable to send or resolve justice queries (this priority applies if <br />the fimetionality is available through no other available methods within the TriTech <br />software). <br />3. Inform Browser, and GISLink: <br />a. There arc no Critical Priority (Priority 1) issues for these products. <br />Santa Ana System Purchase and Support Agreement - Addendum E <br />Copyright 9) 20t5 TriTech Software Systems <br />Unpublished: Rights reserved under the copyright laws of the United States <br />Page 3 o f 24 <br />25B -159 <br />