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Warranty & Maintenance Support Version 8.1 Guidelines & Options <br />Table of Contents <br />1. INTRODUCTION .................................................................................................................. ..............................3 <br />2, DEFINITIONS, .............................. ................................. ........ _ ....... .................................................................. <br />4 <br />2.1 ACCOUNT EXECUTIVE ................................................................................................... ..............................4 <br />2.2 AUTHORIZED CLIENT REPRESENTATIVE ......................................................................... ..............................4 <br />2.3 CLI ENT ........................................................................................................................... ..............................4 <br />2.4 CLIENT SUPPORT CENTER (CSC) .................................................................................... ..............................4 <br />2.4.1 CSC Engineer ............................................................................................................ ..............................4 <br />24,2 Client Liaison ............................................................................................................. ..............................4 <br />2.43 Director- Client Service & Support .......................................................................... ..............................5 <br />2.4.4 Helpdesle Specialist ............ - ..................................................................................... ..............................5 <br />2.5 DEPLOYMENTTEAM ...... ............ ............ ..... . .... . ................. ..... ..... ..... ...... ..- ............ ...... .. ..... <br />....... . ............ ...5 <br />2.6 DIRECTOR, OPERATIONS DIVISION ............................................................................... ..............................5 <br />2.7 ENGINEERING ................................................................................................................ ..............................5 <br />2.8 MASTER SUPPORT AGREEMENT ( MSA) .......................................................................... ..............................5 <br />2.9 PRIORITY ....................................................................................................................... ..............................5 <br />2.10 PROJECT. ............ ..................................................................................................... .................................... <br />6 <br />2.11 PROJECT MANAGER ......................................................................................................... ..............................6 <br />2.12 STATEMENT OF WORK (SOW). . ............ .................. .................................................................................... <br />6 <br />2.13 SYSTEM ASSURANCE REVIEW( SAR) ............................................................................ ..............................6 <br />2.14 TECHNICAL SUPPORT COORDINATOR ........................................................................... ..............................6 <br />2.15 TIBURON SERVICE REQUEST (rSR) .................................................................................. ..............................6 <br />2.16 WARRANTY/ MAINTENANCE SUPPORT ............................................................................ ..............................7 <br />3. 'TRANSITION FROM PROJECT (OPERATIONS) TO SUPPORT ( CSC) .......................... ..............................8 <br />4, WORICING WITH THE SUPPORT CENTER ( CSC) ........................................................... ..............................9 <br />4.1 SUEMIT INGATSR ....................................................................................................... ..............................9 <br />4.2 " 24x7" SUPPORT ............................................................................................................. ..............................9 <br />43 TSRPRIORI TIES ............................................................................................................. .............................10 <br />4.3.1 CAD, Mobile, State Interface, Critical CAD Interfaces ........................................... .............................10 <br />4.3.1.1 Response Time SLAs ....................................................................................... .............................10 <br />4.3.1.2 Resolution Time SLAs .................................................................................... .............................12 <br />4.3.1.3 Special Note # 1 ............................................................................................... .............................13 <br />4.3.1.4 Special Note #2: ... ............ ................................. ................................................................ <br />........ 14 <br />4.3.2 All Records, Field Based Reporting, Jail Records, Fire Records, Web Query ......... .............................16 <br />4.3.2.1 Response Time SLAs ........................................ ............................... ............... .............................16 <br />4.3.2,2 Resolution Time SLAs .................................................................................... .............................18 <br />4.3.2.3 Special Note #1 ............................................................................................... .............................19 <br />4.3.2.4 Special Note # 2 ................................................................................................ .............................20 <br />4.4 REPORTING ATSR ....................................................................................................... .......... <br />.................... 21 <br />4.5 EMERGENCY AFTER HOURS ASSISTANCE .................................................................... ............................... <br />21 <br />4.6 CLIENT RESPONSIBILIT IES ............................................................................................ ............................. <br />21 <br />4.7 SERVICE REQUEST LIFECYCLE ....................................................................................... .............................22 <br />4.7.1 TSR Status .............................................................................................................. .............................23 <br />4.7.2 Case Escalation ........................................................................................................ .............................24 <br />4.73 Case Closure ............................................................................................................ .............................24 <br />5. THIRD PARTY PRODUCT SUPPORT ............................................................................. .............................25 <br />6. OTHER SERVICES .............................................................................................................. .............................26 <br />6.1 SOFTWARE UPDATE SERVICES .......................................................... ..... .... ................ ., ,. ... <br />. ... ..., ........ . .... ...26 <br />6.2 PRODUCT MODIFICATION REQUESTS ............................................................................ ............................. <br />26 <br />63 STEERING COMMITTEE ISSUES .................................................................................... ............................... <br />27 <br />6.4 PRODUCT SPECIALISTAND TRAINING REQUEST S ........................................................... ............................. <br />27 <br />6.5 DBA AND SYSTEM ADMINISTRATION SUPPORT SERVICES .......................................... ............................... <br />27 <br />6.5.1 Level 1 Database Administration ( DBA) Support .................................................... .............................27 <br />6.5.2 Level 1 System Administration Support ................................................................... .............................27 <br />Tiburon, Inc. July 1, 2015 <br />A TrlTech Software Systems Company <br />25C -16 <br />Page i <br />