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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 />ACCouNTExEcUTIVE..................................................................................................................................4 <br />2.2 <br />AUTHORIZED CLIENT REPRESENTATIVE.......................................................................................................4 <br />2.3 <br />CLIENT..........................................................................................................................................................4 <br />2.4 <br />CLIENT SUPPORT CENTER (CSC)..................................................................................................................4 <br />2.4.1 <br />CSC Engineer..........................................................................................................................................4 <br />2.4.2 <br />Client Liaison...........................................................................................................................................4 <br />2.4.3 <br />Director - Client Service & Support........................................................................................................5 <br />2.4.4 <br />Helpdesk Specialist..................................................................................................................................5 <br />2.5 <br />INSTALLATION SERVICES TEAM....................................................................................................................5 <br />2.6 <br />DIRECTOR, OPERATIONS DIVISION...............................................................................................................5 <br />2.7 <br />ENGINEERING............................................................................................................................................... 5 <br />2.8 <br />MASTER SUPPORT AGREEMENT (MSA) ........................................................................................................5 <br />2.9 <br />PRIORITY......................................................................................................................................................5 <br />2.10 <br />PROJECT........................................................................................................................................................6 <br />2.11 <br />PROJECTMANAGER.......................................................................................................................................6 <br />2.12 <br />STATEMENT OF WORK (SOW) ......................................................................................................................6 <br />2.13 <br />SYSTEM ASSURANCE REVIEW (SAR)...........................................................................................................6 <br />2.14 <br />TECHNICAL SUPPORT COORDINATOR...........................................................................................................6 <br />2.15 <br />TmutzoN SERVICE REQUEST (TSR)................................................................................................................6 <br />2.16 <br />WARRANTY / MAINTENANCE SUPPORT..........................................................................................................7 <br />3. TRANSITION FROM PROJECT (OPERATIONS) TO SUPPORT (CSC)........................................................8 <br />4. WORKING WITH THE SUPPORT CENTER (CSC).........................................................................................9 <br />4.1 SUBMITTINGATSR......................................................................................................................................9 <br />4.2 "24x7" SUPPORT...........................................................................................................................................9 <br />4.3 TSRPRIORITIFS..........................................................................................................................................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: ............................................................................................................................ <br />14 <br />4.3.2 All Records, Field Based Reporting, Jail Records, Fire Records, Web Query......................................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 A TSR......................................................................................................................................21 <br />4.5 EMERGENCYAFTER HOURS ASSISTANCE................................................................................................... <br />21 <br />4.6 CLIENT RESPONsma-xims.......................................................................................................................... <br />21 <br />4.7 SERVICE REQUEST LIFECYCLE.................................................................................................................... <br />22 <br />4.7.1 TSR Status.............................................................................................................................................23 <br />4.7.2 Case Escalation......................................................................................................................................24 <br />4.7.3 Case Closure..........................................................................................................................................24 <br />5. THIRD PARTY PRODUCT SUPPORT............................................................................................................25 <br />6. OTHER SERVICES........................................................................ <br />6.1 SOFTWARE UPDATE SERVICES.................................................................................................................... <br />26 <br />6.2 PRODUCT MODIFICATION REQUESTS.......................................................................................................... <br />26 <br />6.3 STEERING COMMITTEE ISSUES.................................................................................................................... <br />27 <br />6.4 PRODUCT SPECIALIST AND TRAINING REQUESTS........................................................................................ <br />27 <br />6.5 DBA AND SYSTEM ADMINISTRATION SUPPORTSERVICES......................................................................... <br />27 <br />6.5.1 Level I Database Administration (DBA) Support .................................................................................27 <br />6.5.2 Level 1 System Administration Support ................................................................................................27 <br />Tiburon, Inc. July 1, 2015 <br />Page i <br />A TriTech Software Systems Company <br />