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Warranty & Maintenance Support Version 8.1 Guidelines & Options 4.3 TSR PRIORITIES When submitting a TSR, Tiburon asks that Clients use the priority definitions below. 4.3.1 CAD, MOBILE, STATE INTERFACE, CRITICAL CAD INTERFACES 4.3.1.1 RESPONSE TIME SLAB Priority Issue Definition Response Time Priority l- 24x7 Support for live operations on the Normal Customer Service Hours (8:00 am - Critical Priority production system; A system down event 5;30 pm in the customer's time zone): which severely impacts the ability of Users to Telephone calls to 877.445.2110 will be dispatch emergency units. This is defined as immediately answered and assigned to the the following:, designated representative within 10 minutes or receipt of call. • CAD, Mobile, State Interface or critical CAD interfaces are down as further defined in After Normal Customer Service Hours; Thirty the Special Note 41 below. (30) minute callback after Customer telephone • Critical servers inoperative, as listed in contact to 877.445.2110. Special Note #1. • Complete interruption ofcall taking Priority 1 issues must be called in via and/or dispatch operations. 877.445.2110 in order to receive this level of • Loss of transactional data & transactional response. data corruption This means one or more critical server components are non-functional disabling CAD, or Mobile workstations. These Software Errors are defined in Speclaf Note i#1, below. Priority 2- 24x7 Support for live operations on the Normal Customer service Hours (8:00 am - urgent Priority production system: A serious Software Error 5:30 pm in the customer's time zone): with no workaround, not meeting the criteria Telephone calls to 877.445.2110 will be of a Critical Priority, but which severely answered and assigned to the designated impacts the ability of Users to enter incoming representative within 30 minutes of receipt of calls for service and/or dispatch emergency call. units. Such errors will be consistent and reproducible. After Normal Customer Service Hours; Sixty (60) minute callback after customer telephone A significant number of the CAD or Mobile contact to 877,445.2110, workstations are negatively impacted by this error (e.g., does not apply to a minimal set of Priority 2 issues must be called in via CAD or Mobile workstations). These Software 877.445.2110 in order to receive this level of Errors are defined in more detail in Special response, Note #2, below. Tiburon,Ine. July 1, 2015 Page 10 A TriTech Software Systems Company