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Warranty & Maintenance Support Version 8.1 Guidelines & Options <br />Liaison also works with technical staff in the CSC and in other Tiburon departments as needed for issue <br />resolution. <br />2.4.3 DIRECTOR - CLIENT SERVICE & SUPPORT <br />The Director — Client Service & Support is a member of the Leadership Team for the Tiburon Group and <br />reports to the Vice President / General Manager, Tiburon Group. The Director — Client Service & <br />Support creates policies and procedures related to Client Service acrd Support, and directs the efforts of all <br />support personnel. The Director — Client Service & Support is the second point of escalation for all issues <br />reported to the CSC. If there is a change in the Tiburon Client Service Management Team or the Client <br />Liaison, Tiburon slrall notify the Client in writing of the changes witlin 10 business days. <br />2.4.4 HELPDESK SPECIALIST <br />The Helpdesk Specialists field all telephone calls placed to the CSC and process all email sent to <br />support @tiburonine.com. They log all issues and updates received in the third party application used by <br />Tiburon to support all Clients, and assign the issues based on established protocols. The Helpdesk <br />Specialists report to the Director— Client Service & Support. <br />2.5 DEPLOYMENT TEAM <br />Tiburon's Deployment Team is responsible for the installation and configuration of Tiburon software on <br />designated Client servers as defined in the contract and Statement of Work. <br />2.6 DIRECTOR, OPERATIONS DIVISION <br />A Tiburon Operations Director is the manager for the Project Management staff. The Operations Director <br />is the second level of escalation, (first being Project Manager) for any Project or Enhancement <br />activity. The Operations Director is responsible for management of all contract compliance issues. <br />2.7 ENGINEERING <br />Tiburon Engineering is comprised of several teams of software architects, software engineers and <br />software quality assurance engineers. The Engineering teams are responsible for the creation of all <br />baseline and custom software and tailoring. <br />2.8 MASTER SUPPORT AGREEMENT (MSA) <br />A Master Support Agreement (MSA) is an agreement between a Tiburon and a Client for the provision of <br />Warranty and/or Maintenance support to a Client, It includes terms and conditions governing the <br />agreement, and may include exhibits to further define the covered systems, Warranty and Maintenance <br />Guidelines and Options, Software License terns, etc. Previous versions of this document may have been <br />referred to as an Extended Support Agreement (ESA). <br />2.9 PRIORITY <br />Priority refers to the operational criticality of a specific service request. Tiburon uses a P1 — P5 <br />convention with a Priorityl issue being defined as an application or server failure that prevents continued <br />use or operation of the System, impacts all or substantially all operators using the System, halts or severely <br />Tiburon, Inc. July 1, 2015 Page 5 <br />A TriTech Software Systems Company <br />25C -20 <br />