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Warranty & Maintenance Support Version 8.1 Guidelines & Options <br />4.3.1.4 SPECIAL NOTE #2: <br />Priority 2 - Urgent Priority issues, meeting the previously noted criteria, are defined as follows: <br />4.3.1.4.1 CAD <br />CAD users are severely impacted due to one of the following conditions on one or more essential <br />positions: <br />a. One or more essential CAD positions cannot be accessed by users, <br />b. The system is operating in local sharing or disconnected mode <br />c. Unable to enter new requests for service via the emergency or scheduled call- taking <br />screen (using all available methods). <br />d. A user is unable to verify an address from within the emergency or scheduled call - taking <br />screen. <br />e. The inability to add or view premise or caution note information. <br />f. The inability to send and receive text messaging (within CAD, CAD to Mobile, or <br />Mobile to Mobile). <br />g. The system does not perform trait recommendations. <br />h. Inability to assign a unit to an incident (using all available methods). <br />i. Inability to change a unit's status (using all available methods). <br />j. Inability to close an incident (using all available methods). <br />k, Inability to view incident information needed to dispatch an incident (using all available <br />methods) , This includes "Lost Connection to Database" errors. <br />1. Disaster Recovery System, following a test failover, is inoperable for more than one (1) <br />business day. <br />4.3.1.4.2 Mobile <br />Several Mobile users are severely impacted due to one of the following conditions: <br />a, Inability to receive new requests for service from CAD (using all available methods). <br />b. Inability to view incident information needed to dispatch an incident (using all available <br />methods). <br />c. The inability to send and receive text messaging (within CAD, CAD to Mobile, or <br />Mobile to Mobile). <br />d. Inability to enter a traffic stop or on -view incident. <br />e. The inability to view premise or caution note information. <br />f. Disaster Recovery System, following a test f tilover, is inoperable for more than one (1) <br />business day. <br />4.3.1.4.3 CAD /Mobile Interfaces: <br />Several CAD or Mobile users are severely impacted due to one of the following conditions: <br />a. CAD Station Alerting Interface is down or CAD Station Alerting Interface repeatedly <br />fails to process a station alert, as part; of a unit assignment, or if there is a reoccurring <br />significant delay in flee interface processing a station alert as part of a unit assignment <br />(once it is diagnosed that is not being caused by the station alerting system). <br />b. CAD Paging Interface is down. <br />c. An interface used for personnel restoring is down. <br />Tiburon, Inc. July 1, 2015 Page 14 <br />A TriTech Software Systems Company <br />25C -29 <br />