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Inform RMS, and Inform FBR Issue Definition and Response Matrix <br />Priority 1— <br />Critical Priority <br />Priority 2 — <br />Urgent Priority <br />Normal Customer Service Hours Support for live <br />operations on the production system: A system <br />down event which severely impacts the ability of <br />Users to log on the system, or severely impacts the <br />ability of Users to book or release inmates, This is <br />defined as the following: <br />• TriTeeh Inform RMS, or Inform FBR server <br />,software inoperative <br />• Loss of ability for all Inform RMS, or Inform <br />FBR users to log on to system <br />• Loss of transactional data 8c data corruption <br />• Unable to book or release inmates. <br />This means one or more critical server components <br />are non- functional disabling Inform RMS, or <br />Inform FBR, workstations. These Software Errors <br />are defined below. <br />1, Inform RMS System: <br />Response Time <br />Normal Customer Service Hocrs: Telephone calls <br />to 800. 987.0911 will be immediately answered <br />and managed by the first available representative <br />but not longer than 5 minutes. <br />After Normal Customer Service Hours: Unless <br />optional 24x7 support is contracted, support for <br />TriTech RMS, or Inform FBR is not managed <br />after Normal Customer Service flours. <br />V optional 247 support is contracted, after <br />Normal Customer Service Hours: Thirty (30) <br />minute call back after Client telephone contact to <br />800.987.0911. <br />Priority I issues must be called in via 800. <br />987.0911 in order to receive this level of response. <br />noted criteria are defined as <br />a. The Inform RMS System Server is down and unavailable for queries. <br />b. The Inform RMS is inoperable due to data corruption caused by TriTeeh Software. <br />c. Law enforcement users are unable to send or receivejustice queries and transactions <br />(this priority applies If the functionality is available through no other available <br />methods witbiu the TriTech software). <br />2. Inform FBR System: <br />a. The Inform FBR Server is down and unavailable to process reports. <br />b. The Inform FBR Server is inoperable due W data corruption caused by TriTech <br />Software. <br />Normal Customer Service Hours Support for live <br />operations on the production system: A serious <br />Software Error with no workaround not meeting <br />the criteria of a Critical Priority, but which severely <br />impacts the ability of Users from performing a <br />common function, or severely impacts the ability <br />of Users to book or release inmates. Such errors <br />will be consistent and reproducible. <br />• Loss of ability for Inform RMS users to enter <br />Case (Incident, Arrest and Custody) records <br />into the system <br />• Loss of ability to transfer Inform PBR <br />Reports <br />A significant number of the Inform RMS, or <br />Inform FBR workstations are negatively Impacted <br />by this error (e.g., does not apply to a minimal set <br />of Inform RMS, or Inform PER workstations). <br />These Software Errors are de'f'ined in more detail <br />below. <br />Normal Customer Service Hours: Telephone calls <br />to 800. 987.0911 will be innmediatcly answered <br />and managed by the first available representative <br />but not longer than 5 minutes. <br />After Normal Customer Service Flours: Unless <br />optional 24.x7 support is contracted, support for <br />TriTech RMS, or Inform FBR is not managed <br />gfker Normal Customer Service Hours. <br />ff optional 24x7 support is contracted, after <br />Normad Canonici Service hours: One (1) hour <br />call back after Client telephone contact to <br />800.987.0911. <br />Priority 2 issues must be called in via 800. <br />987.0911 in order to receive this level of response <br />Santa Ana System Purchase and Support Agreement— Addendum E <br />Copyright 0 2015 TriTech Software Systems <br />Unpublished: Rights reserved under the copyright laws of the United States <br />Page 8 of 24 <br />25B -164 <br />