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Warranty & Maintenance Support Version 8.1 Guidelines & Options <br />4.7.1 TSR STATUS <br />As a TSR moves tlirough Tiburon's service request lifecycle the overall case status will change. The <br />statuses and definitions below are those currently in use: <br />Case Status <br />Definition <br />Default status used for all'new' cases coming into the CSC. TSRs in "New" <br />status reflect no one is currently assigned to research or resolve the issue. <br />New <br />Once the Project Manager or Client Liaison discusses new issues with their <br />Client, the issue is prioritized for resolution and the appropriate Team Leader <br />is notified for assi orient, <br />In Progress <br />Status used to indicate TSR has been assigned to an individual for resolution. <br />Status used to indicate that the additional information is needed to resolve the <br />TSR. Information needed is detailed in the Status / Solution field. <br />Need Info <br />A TSR in NEED INFO status for 30 or more calendar days without any <br />update will be closed. If the issue occurs again, it should be reported as a <br />new issue with supportiLig supporting in ormation and screen shots if applicable. <br />Status used to place TSR in a HOLD state pending action by Tiburon or action <br />by the Client. Pending action will be detailed in the Status / Solution field. <br />On Hold <br />A TSR in ONHOLD statusfor,30 or more calendar days without any update <br />will be closed with Client approval. If the issue occurs again, it should be <br />reported as a new issue with supporting information and screen shots if <br />applicable <br />Status used to indicate TSR is currently in 30 -day monitor period. Usually <br />used to monitor recurrence of an issue after implementation of a fix (typically <br />when complete validation is not feasible). Also used when issue cannot be <br />Monitor <br />readily investigated pending occurrence of another event. <br />A TSR in MONITOR status for 30 or more calendar days without any <br />update will be closed, If the issue occurs again, it should be reported as a <br />new issue with supporting Information and screen shots if applicable. <br />Status used to indicate that a fix has been implemented in Client's training <br />system. Testing by Client and confirmation of fix is required before fix will be <br />moved to Client's production environment <br />Test in TRN <br />It is important that TSRs in this status are addressed by Client within 30 <br />calendar days so that untested,fixes do not remain in the Client's system for <br />an unreasonahle period of tlrrae. It is impossible to manage clean code lines <br />with potentialftyes that have not been tested as requested. <br />Status used to indicate that fix has been applied in the Client's production <br />system. Validation of fix by the Client is required, however, <br />Test Request <br />A TSR in TEST Request status for 30 or more calendar days without any <br />update will be closed If the issue occurs again, it should be reported as a <br />new issue with sn rting information and screen shots ff applicable. <br />Status used to indicate that the TSR has been closed with the concurrence of <br />Closed <br />the Client (or 30 calendar days have passed with no further communication <br />from the Client, as noted above). Once in Closed status, a TSR is no longer <br />editable to any other status. <br />Tiburon, Inc. July 1, 2015 <br />A TriTech Software Systems Company <br />25C -38 <br />Page 23 <br />