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Warranty & Maintenance Support Version 8.1 Guidelines & Options <br />Medium Priority <br />Priority S - <br />Low Priority <br />Normal Customer Service Hours Support: A <br />Software Error not meeting the criteria of a <br />Priority 1 - Critical or Priority 2 - Urgent <br />Priority, has a workaround available, but which <br />does negatively Impact the User from <br />performing a common Records, Field Based <br />Reporting, Jail Records, or Fire Records <br />function. Errors will be consistent and <br />reproducible. <br />Loss of Non -Critical Data (with "Non. <br />Critical" being defined as not causing an <br />error classified as a P or P2 error (above). <br />NIBRS State reporting issues that causes <br />agency reports to exceed State error <br />submission limits <br />UCR reporting multiple occurrence of <br />inaccurate data <br />A significant number of Records, Field Based <br />Reporting, Jail Records, or Fire Records <br />workstations are negatively impacted by this <br />error (e.g., does not apply to a minimal set of <br />Normal Customer Service Hours Support: A <br />Software Error related to a user function which <br />does not negatively impact the User from <br />performing a common Records, Field Based <br />Reporting, Jail Records, or Fire Records <br />function. Errors will be consistent and <br />reproducible. This includes system <br />administrator functions. <br />Normal Customer Service Hours Support: <br />Cosmetic or Documentation errors, including <br />Customer technical questions, product <br />modiflcation or add-on requests, steering <br />committee requests, and usability questions. <br />Response Time <br />Normal Customer Service Hours (6:00 am - <br />5:30 pm In the customer's time zone): <br />Telephone calls to 677.445.2110 will be <br />answered and assigned to the designated team <br />within 30 minutes of receipt of the Initial <br />phone call, <br />High Priority issues may also be reported via <br />CU"tomerservice(otritech cnm or via the HEAT <br />Self Service portal. Email and HEAT Self <br />Service reports are entered and assigned <br />within 30 minutes at the start of the next <br />business day, <br />High Priority Issues are not managed after <br />Normal Customer Service Hours. <br />Normal Customer Service Hours (6:00 am - <br />5:30 pm in the customer's time zone): <br />Telephone calls to 077.445.2110 will be <br />answered and assigned to the designated team <br />within 30 minutes of receipt of the initial <br />phone call. <br />Medium Priority Issues may also be reported <br />via <br />custgmersorvice@tritech mm or via the HEAT <br />Self Service portal. Email and HEAT Self <br />Service reports are entered and assigned <br />within 30 minutes at the start of the next <br />business day. <br />Medium Priority issues are not managed after <br />Normal Customer Service Hours. <br />Normal Customer Service Hours (8:00 am - <br />5:30 pm in the customer's time zone): <br />Telephone calls to 877.445.2110 will be <br />answered and assigned to the designated team <br />within 30 minutes of receipt of the initial <br />phone call. <br />Low Priority issues may also he reported via <br />�Lst�mm•servireCatritech cnm or via the HEAT <br />Self Service portal. Email and HEAT Self <br />Service reports are entered and assigned <br />within 30 minutes at the start of the next <br />business day. <br />Low Priority issues are not managed after <br />Normal Customer Service Flours. <br />Tiburon, Inc. July 1, 2015 Page 17 <br />A TriTech Software Systems Company <br />