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Priority Priority Definition ; - Response. Times Priority 4- Normal Customer Service Hours Normal Customer Service Hours: Telephone Medium Support: A Software Error related to calls to 800.987,0911 will be answered and Priority a user function which does not managed by the first available representative, negatively impact the User from the production system, use of the system, This includes Priority 4 TriTech.com IQ issues are not system administrator functions or managed after Normal Customer Service Hours. restriction of User workflow but does to resolve the issue as soon as possible, Priority 2 - not significantly impact their job TriTech will work to provide the Client with a Urgent function. solution that allows the Client to resume normal. Priority 5- Normal Customer Service Hours Normal Customer Service Hours: Telephone Low Priority Support: Cosmetic or Documentation calls to 800.987.0911 will be answered slid errors, including Client technical managed by the first available representative. questions or usability questions to resolve the issue as soon as possible. Priority 3 - would be a part of this level. Priority 5 TriTech.com IQ issues are not High Priority configuration workaround that allows managed after Normal Customer Service Hours, Priority Resolution Process Resolution Time Priority I - TriTech will provide a procedural or TriTech will work (including after hours) to Critical configuration workarc and or a code provide the Client with a solution that allows the Priority correction that allows the Client to Client to resume live operations on the resume live operations on the production system, production system. TriTech will use commercially reasonable efforts to resolve the issue as soon as possible, Priority 2 - TriTech will provide a procedural or TriTech will work to provide the Client with a Urgent configuration workaround or a code solution that allows the Client to resume normal. Priority correction that allows the Client to operations on the production system, resume normal operations on the production system. TriTech will use commercially reasonable efforts to resolve the issue as soon as possible. Priority 3 - TriTech will provide a procedural or TriTech will work to provide the Client with a High Priority configuration workaround that allows resolution which may include a workaround or the Client to resolve the problem, code correction within a timeframe that takes into consideration impact of the issue on the Client, TriTech's User base, and the date of submission, Priority 3 issues have priority scheduling in a subsequent release. Priority 4 - If TriTech determines that a reported TriTech will work to provide the Client with a Medium Medium Priority error requires a code resolution which may include a workaround or Priority correction, such issues will be code correction in a future release of the addressed in a subsequent release software, Priority 4 issues have no guaranteed when applicable, resolution time. Santa Ana System Purchase and Support Agrcemant - Addendum R Copyright © 20t 5'hiTech Software Systems Unpublished: Rights reserved under the copyright laws of the United States Page 17 of 2D 25B -185