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Warranty & Maintenance Support Version 8.1 Guidelines & Options <br />4.4 REPORTING A TSR <br />The preferred method of contact for CSC for Client issues is outlined in the table below: <br />Is�uo1+ <br />d,� <br />]Preferred; <br />,t �• „� "' "r <br />as,ut� <br />,�Hqursrs .,` <br />.�s� Methot��'uo1 <br />,+ o 'tins Ws;,�,?x <br />24 hours a <br />CSC Telephone: 877.445.2110 <br />Must contact <br />Priority 1& <br />day, 7 days a <br />Priority 2 <br />week, 365 <br />the CSC via <br />Backup Phones: <br />days a year <br />telephone <br />925.621.2720 <br />510.579.4609 <br />510.579.1714 <br />Submit a case <br />If for any reason Clients cannot reach us on the toll free <br />via telephone, <br />number, Clients can reach us on our backup phones. <br />Priority 3 <br />8 am -5 pm in <br />email, or the <br />Please call the alternate number(s) in the order listed. <br />tbru <br />the Client's <br />third party Self <br />Priority 5 <br />time zone <br />Service <br />Email; ustomerServicc@nitech.eom <br />application <br />provided. <br />Self Service Access: <br />kI,ud csctritech _cocgm$1B-Q/HeatWebul /hs II— aS,jap <br />4.5 EMERGENCY AFTER HOURS ASSISTANCE <br />Emergency assistance after regular business hours is subject to the following special condition: <br />"24x7° support is standard for all CAD, Corrections, and Message Switch systems. If a Client selects the <br />"24x7" service option for any other Tiburon applications, remote support for Priority 1 and Priority 2 <br />TSRs for those applications is also provided on a 24 x 7 basis. If a Client requests after hours support for <br />an application without "240" coverage, support is subject to a call -out fee in addition to time and <br />materials charges. <br />Once an issue has been determined to be out of scope, an Authorized Client Representative will be <br />contacted by Tiburon and advised that additional charges may be incurred. 'ne Client Representative <br />must approve this out of scope effort before work will resume. The call out fce is based on Tiburon's <br />then current hourly rate and is calculated based on every hour expended by any Tiburon staff member to <br />resolve the issue. Time is calculated to the nearest whole hour. <br />4.6 CLIENT RESPONSIBILITIES <br />In order to provide maintenance support services to Clients, Tiburon requires that Clients: <br />• Limit TSRs to one reported problem in each TSR logged. <br />• Include enough detail in a reported problem so that Tiburon can effectively reproduce and diagnose <br />it, to include steps to reproduce the error, error messages received, and screen shots if applicable. <br />• Provide continuous remote access to the system(s) , and have a technical resource reachable <br />afterhours that Tiburon staff can contact should the need arise for Priority 1 issues <br />Tiburon, Inc. July 1, 2015 Page 21 <br />A TriToch Software Systems Company <br />25C -36 <br />