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Priority <br />Issue Definition^ <br />- ., Response` Time T <br />Priority 2 — <br />24x7 Support for live operations on the production <br />Normal Customer Service Hours: Telephone calls <br />Urgent Priority <br />system: A serious Software Error with no <br />to 800. 987.0911 will be answered and managed by <br />workaround not meeting the criteria of a Critical <br />the first available representative but notlonger than <br />Priority, but which severely impacts the ability of <br />5 minutes. <br />Users to enter incoming calls for service and /or <br />dispatch emergency units. Such errors will be <br />After Normal Customer Service Hours: Cue (1) <br />consistent and reproducible. <br />hour callback after client telephone contact to 800. <br />987.0911. <br />A significant number of the Inform CAD or Inform <br />Mobile workstations us negatively impacted by <br />Priority 2 issues must be called in via 800. <br />this error (e.g., does not apply to a minimal set of <br />987.0911 in order to receive this level of response. <br />Inform CAD or Inform mobile workstations). <br />These Software Errors are defined in more detail <br />below, <br />Santa Ana System Purchase and Support Agreement — Addendum E <br />Copyright O 2015 T.riTsch Software Systems <br />Unpublished: Rights reserved under the copyright laws of the United States <br />Page 4 of 24 <br />25B -160 <br />