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Warranty & Maintenance Support Version 83 Guidelines & Options <br />8. OPTIONAL MAINTENANCE PROGRAMS <br />Tiburon's Account Executive will work with the Client to identify the support programs that meet Client <br />needs and to develop associated pricing. The matrix below describes the standard Level 1 services as <br />well as the Level 2 and Level 3 services offered. <br />8.1 DATABASE ADMINISTRATION (DBA) SERVICES / <br />SYSTEM ADMINISTRATION (SA) SERVICES <br />Tiburon offers optional added -cost Database Administration Support and System Administration service <br />plans including Level 2 and Level 3 Extended Services. These Service Levels are compared side by side <br />in the matrix below. <br />'.;;l�atabase`;Sbvices.:,: r,r k, ,z .,-iv, <br />pertYi ?w <br />t eve12„ x ";Bevel3 i;; <br />Set up application databases <br />✓ <br />✓ ✓ <br />Set up database ackup to disk <br />✓ <br />✓ ✓ <br />Expand database disks ace allocations as needed <br />✓ <br />✓ ✓ <br />Support for Database Issues on Tiburon <br />Applications <br />Business <br />Da 8x5) <br />240 240 <br />Maintain Database Backup Scripts <br />✓ ✓ <br />24x7 Support for Database Issues on Tiburon <br />Applications <br />✓ ✓ <br />Disaster Recovn Planning and Set -U <br />✓ ✓ <br />Perform Database Recovery Procedures <br />✓ ✓ <br />Monthly Report <br />✓ ✓ <br />Maintain database system accounts and passwords <br />✓ ✓ <br />3` Part su ort 10 in access <br />✓ ✓ <br />Twice Monthly Database Health Check & <br />Maintenance <br />✓ ✓ <br />Database Upgrade Support <br />✓ I✓ <br />Monitoring of Backup Logs <br />Monthly 2x Monthly <br />Examination of Backup Tapes <br />Monthly 2x Monthly <br />Database Health Check & Maintenance <br />Monthly 2x Monthly <br />_Database Tuning & Performance Monitoring <br />Monthly 2x Monthly <br />Rebuild' Indexes <br />Annually 2x Annually <br />Recovery Dry Run <br />Annually 2x Annually <br />Tiburon, Inc. July 1, 2015 Page <br />A TriTech Software Systems Company <br />