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' Priority <br />Issue Definitlim <br />.Response Time <br />Urgent Priority issues, meeting the previously noted criteria, are defined as follows; <br />1. Inform CAD: <br />a, Inform CAD users are severely impacted due to one of the following conditions: <br />1. Unable to enter new requests for service via the emergency or scheduled <br />call- taking, <br />ii, A user is unable to verify an address from within the emergency or <br />scheduled call - taking screen. The inability to view /edit premise or caution <br />note information. <br />iii. The inability to send and receive text messaging (within CAD, or CAD to <br />Mobile). <br />iv. The system does not perform unit recommendations, <br />Y. Inability to assign a unit to an incident. <br />vi. Inability to change a unit's status. <br />vii. Inability to close an incident. <br />viii. Inability to view incident information needed to dispatch an incident. <br />ix. Disaster Recovery System, following a test failover is inoperable for <br />more than one (l) business day <br />2. Inform Mobile: <br />a. Inform Mobile users are severely impacted due to one of the following conditions: <br />I. Inability to receive new requests for service from TriTech CAD. <br />ii, Inability to view incident information needed to dispatch an incident. <br />iii. The inability to send and receive text messaging (CAD to Mobile, or <br />Mobile to Mobile). <br />iv. Inability to enter a traffic stop or on -view incident. <br />v. The inability to view premise or caution note information. <br />vi. Disaster Recovery System, following a test fadover is inoperable for more <br />than one (1) business day. <br />3. Inform CAD/Mobile Interfaces; <br />a. An Inform CAD Station Alerting Interface is down or Inform CAD Station Alerting <br />Interface repeatedly fails to process a station alert, as peat oP a unit assignment, or if <br />there is a reoccurring significant delay in the interface processing a station alert as <br />part of a unit assignment (once it is diagnosed that is not being caused by the station <br />starting system), <br />b. An Inform CAD Paging Interface is down. <br />c, An interface used for personnel restoring is down. <br />d. A CAP -to -CAD interface is down or repeatedly fails to process information into an <br />incident, <br />e. An Inform CAD Paging Interface repeatedly Pails to process a unit alert as part of a <br />unit assignment. <br />E An ANVALI interface repeatedly' fails to process information into an incident. <br />g. An interface to an external restoring system used to logou units is dawn. <br />In. An AVL interface fails to process updates for over 50010 of unit's, <br />i. A mobile interface (MDT or MDC) repeatedly fails to process incident or status <br />change information. <br />j. A Standard CAD to External System Incident Data Transfer Interface License <br />(RMS) is down. <br />4. Inform Browser: <br />a. Inform Browser is down and no workstations are able to login (unrelated to the <br />Customer Network) <br />5, 0181-ink; <br />- <br />There are no Urgent Priority (Priority 2) issues for this roduct. <br />Seats Ana System Purchase and Support Agrreement— Addendum E <br />Copyright © 2015 TriTech Software Systems <br />Unpublished; Rights reserved under the copyright laws of the United States <br />Page 5 of 24 <br />25B -161 <br />