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Warranty & Maintenance Support Version 8.1 Guidelines & Options <br />impacts critical System operations or endangers the integrity of one or more database files. Complete <br />priority descriptions can be found in section 4.2 of this document. <br />2.10 PROJECT <br />A Project is an activity governed by a contract or contract amendment and a Statement of Work. It can be <br />a new implementation for a new Client, an upgrade for an existing Client, or a modification or add -on <br />application or interface for an existing Client. <br />2.11 PROJECT MANAGER <br />A Tiburon Project Manager is assigned to all projects defined above. The Project Manager is responsible <br />for the successful delivery of all services related to the contract or contract amendment. The Project <br />Manager schedules and coordinates the participation of all Tiburon resources needed to deliver on the <br />contract. The Tiburon Project Manager reports to a Director in Tiburon's Operations Division, <br />2.12 STATEMENT OF WORK (SOW) <br />The Statement of Work (SOW) is an exhibit to a contract that describes the contract deliverables, tasks, <br />responsibilities, and completion criteria for the delivery of a Tiburon Project to a Client. <br />2.13 SYSTEM ASSURANCE REVIEW (SAR) <br />The Systern Assurance review is a Tiburon process which occurs during a project, to assure that all proper <br />steps per the Statement of Work have been completed. This is a monitoring function within the Project <br />Managers responsibility. <br />2.14 TECHNICAL SUPPORT COORDINATOR <br />A Technical Support Coordinator is a Client representative who has received training in each Tiburon <br />application. The Technical Support Coordinator is responsible for the review and triage of all issues <br />reported by Client representatives prior to submitting the issue to Tiburon as a TSR. The Technical <br />Support Coordinator is responsible for ensuring that sufficient detail has been provided on a reported <br />issue so that it can be reproduced, diagnosed, and repaired by Tiburon. Each covered application should <br />have, at a minimum, one (1) Technical Support Coordinator who meets with Tiburon's Client Liaison as <br />described in this document. There can be one or more Technical Support Coordinators for each covered <br />application, however, all client Technical Support Coordinators must participate each review meeting <br />with the Client Liaison. The Technical Support Coordinator(s) roust have the authority to confirm closure <br />on a TSR. <br />215 TIBURON SERVICE REQUEST (TSR) <br />Issues reported to the Client Support Center (CSC) are referred to as Tiburon Service Requests (TSRs). <br />Each TSR is recorded in the third party application used by Tiburon to record Client issues and assigned <br />to the Tiburon team responsible for supporting the Client and the system at the time the issue is reported. <br />Priority 1 TSRs are assigned down to an individual resource based on the Tiburon on -call list maintained <br />by the CSC. Other priority issues are discussed between the Client Liaison and the Client to ensure that <br />the Client's needs are addressed in a reasonable fashion, as agreed to between Tiburon and the Client. <br />Tiburon, Inc. July 1, 2015 Page 6 <br />A TriTech Software Systems Company <br />25C -21 <br />