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Warranty & Maintenance Support Version 8.1 Guidelines & Options <br />Priority 3 - <br />High Priority <br />Priority 4 - <br />Medium Priority <br />Priority 5 - <br />Low Priority <br />Issue Definition - -. <br />Normal Customer Service flours Support: A <br />Software Error not meeting the criteria of a <br />Priority 1 - Critical or Priority 2 - Urgent <br />Priority, has a workaround available, but which <br />does negatively impact the User from entering <br />incoming calls for service and /or dispatching <br />emergency units, or perform a common call <br />taking or dispatch function. Such errors will be <br />consistent and reproducible. <br />A significant number of CAD or Mobile <br />workstations are negatively Impacted by this <br />error (e.g., does not apply to a minimal set of <br />workstations), <br />Normal Customer Service Hours Support: A <br />Software Error related to a user function which <br />does nut negatively Impact the User from <br />entering incoming calls for service and /or <br />dispatch emergency units, of perform a <br />common call taking or dispatch function. This <br />Includes system administrator functions. <br />Normal Customer Service Hours Support: <br />Cosmetic or Documentation errors, including <br />Customer technical questions, product <br />modification or add -on requests, steering <br />committee requests, and usability questions. <br />Tiburon, Inc. July 1, 2015 <br />A TriTech Software Systems Company <br />25C -26 <br />Normal Customer Service Hours (8:00 am - <br />5:30 pm In the customer's time zone): <br />Telephone calls to 877.445.2110 will be <br />answered and assigned to the designated team <br />within 30 minutes of receipt of the initial <br />phone call. <br />High Priority issues may also be reported via <br />cusromerservice @trttechcjjjn or via the HEAT <br />Self Service portal, Email and HEAT Self <br />Service reports are entered and assigned <br />within 30 minutes at the start of the next <br />business day. <br />High Priority Issues are not managed after <br />Normal Customer Service Hours. <br />Normal Customer Service Hours (8:00 am - <br />5:30 pm in the customer's time zone): <br />Telephone calls to 877.445.2110 will be <br />answered and assigned to the designated team <br />within 30 minutes of receipt of the initial <br />phone call. <br />Medium Priority issues may also be reported <br />via <br />sus Qaarservice@ trltech.com or via the HEAT <br />Self Service portal. Email and HEAT Self <br />Service reports are entered and assigned <br />within 30 minutes at the start of the next <br />business day. <br />Medium Priority issues are not managed after <br />Normal Customer Service Hours. <br />Normal Customer Service Hours (8:00 am - <br />5:30 pm in the customer's time zone): <br />Telephone calls to 877.445,2110 will be <br />answered and assigned to the designated team <br />within 30 minutes of receipt of the initial <br />phone call. <br />Low Priority issues may also be reported via <br />c stem rs wise @tritecheDul or via the HEAT <br />Self Service portal, Email and HEAT Self <br />Service reports are entered and assigned <br />within 30 minutes at the start of the next <br />business day, <br />Low Priority issues are not managed after <br />Page 11 <br />