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Warranty & Maintenance Support Version 8.1 Guidelines & Options <br />Table of Contents <br />1. INTRODUCTION................................................................................................................................................3 <br />2. DEFINITIONS......................................................................................................................................................4 <br />2.1 <br />AccoUNTEXEcunvE..................................................................................................................................4 <br />4.3 TSRPRIoarrfES..........................................................................................................................................10 <br />2.2 <br />AUTHORIZED CLIENT REPRESENTATIVE.......................................................................................................4 <br />2.3 <br />CLIENT..........................................................................................................................................................4 <br />4.3.1.2 Resolution Time SLAs..................................................................................................................12 <br />2.4 <br />CLIENT SUPPORT CENTER (CSC)..................................................................................................................4 <br />2.4.1 <br />CSC Engineer..........................................................................................................................................4 <br />4.3.2 All Records, Field Based Reporting, Jail Records, Fire Records, Web Query <br />2.4.2 <br />Client Liaison...........................................................................................................................................4 <br />2.4.3 <br />Director -Client Service & Support........................................................................................................5 <br />4.3.2.3 Special Note#1.............................................................................................................................19 <br />2.4.4 <br />Helpdesk Specialist..................................................................................................................................5 <br />2.5 <br />DEPLOYMENTTEAM.....................................................................................................................................5 <br />4.5 EMERGENCY AFTER HOURS ASSISTANCE................................................................................................... <br />2.6 <br />DIRECTOR, OPERATIONS DIVISION...............................................................................................................5 <br />21 <br />2.7 <br />ENGINEERING...............................................................................................................................................5 <br />4.7.1 TSR Status.............................................................................................................................................23 <br />2.8 <br />MASTER SUPPORT AGREEMENT(MSA)........................................................................................................5 <br />.................................... 24 <br />2.9 <br />PRIORITY......................................................................................................................................................5 <br />5. THIRD PARTY PRODUCT SUPPORT............................................................................................................25 <br />2.10 <br />PROJECT........................................................................................................................................................6 <br />2.11 <br />PROJECT MANAGER.......................................................................................................................................6 <br />6.2 PRODUCT MODIFICATION REQUESTS.......................................................................................................... <br />2.12 <br />STATEMENT OF WORK (SOW)......................................................................................................................6 <br />27 <br />2.13 <br />SYSTEM ASSURANCE REVIEW(SAR)...........................................................................................................6 <br />6.5 DBA AND SYSTEM ADMINISTRATION SUPPORT SERVICES......................................................................... <br />2.14 <br />TECHNICAL SUPPORT COORDINATOR...........................................................................................................6 <br />2.15 <br />TmuaoN SERVICE R13QUBST (TSR) ................................................................................................................6 <br />Tiburon, Inc. July 1, 2015 <br />2.16 <br />WARRANTY/ MAINTENANCE SUPPORT..........................................................................................................7 <br />3. TRANSITION FROM PROJECT (OPERATIONS) TO SUPPORT (CSC)........................................................8 <br />4. WORICING WITH TI4E SUPPORT CENTER (CSC).........................................................................................9 <br />4.1 SUDMITrINGATSR......................................................................................................................................9 <br />4.2 "24X7" SUPPORT...........................................................................................................................................9 <br />4.3 TSRPRIoarrfES..........................................................................................................................................10 <br />4.3.1 CAD, Mobile, State Interface, Critical CAD Interfaces........................................................................10 <br />4.3.1.1 Response Time SLAs....................................................................................................................10 <br />4.3.1.2 Resolution Time SLAs..................................................................................................................12 <br />4.3.1.3 Special Note # 1............................................................................................................................13 <br />4.3.1.4 Special Note #2:............................................................................................................................14 <br />4.3.2 All Records, Field Based Reporting, Jail Records, Fire Records, Web Query <br />......................................16 <br />4.3.2.1 Response Time SLAs....................................................................................................................16 <br />4.3.2.2 Resolution Time SLAs..................................................................................................................18 <br />4.3.2.3 Special Note#1.............................................................................................................................19 <br />4.3.2.4 Special Note #2.............................................................................................................................20 <br />4.4 REPORTING ATSR...................................................................................................................................... <br />21 <br />4.5 EMERGENCY AFTER HOURS ASSISTANCE................................................................................................... <br />21 <br />4.6 CLIENT RESPONSIBILITIES.......................................................................................................................... <br />21 <br />4.7 SERVICE REQUEST LIFECYCLE.................................................................................................................... <br />22 <br />4.7.1 TSR Status.............................................................................................................................................23 <br />4.7.2 Case Escalation ................................................... ............................................... <br />.................................... 24 <br />4.7.3 Case Closure..........................................................................................................................................24 <br />5. THIRD PARTY PRODUCT SUPPORT............................................................................................................25 <br />6. OTI4ER SERVICES...........................................................................................................................................26 <br />6.1 SOFTWARE UPDATE SERVICES....................................................................................................................26 <br />6.2 PRODUCT MODIFICATION REQUESTS.......................................................................................................... <br />26 <br />6.3 STEERING COMMITTEE ISSUES.................................................................................................................... <br />27 <br />6.4 PRODUCT SPECIALISTAND TRAINING REQUESTS........................................................................................ <br />27 <br />6.5 DBA AND SYSTEM ADMINISTRATION SUPPORT SERVICES......................................................................... <br />27 <br />6.5.1 Level 1 Database Administration (DSA) Support.................................................................................27 <br />6.5.2 Level 1 System Administration Support................................................................................................27 <br />Tiburon, Inc. July 1, 2015 <br />page i <br />A TriTecb Software Systems Company <br />