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Warranty & Maintenance Support Version 8.1 Guidelines & Options Liaison also works with technical staff in the CSC and in other Tiburon departments as needed for issue resolution. 2.4.3 DIRECTOR - CLIENT SERVICE & SUPPORT The Director — Client Service & Support is a member of the Leadership Team for the Tiburon Group and reports to the Vice President / General Manager, Tiburon Group. The Director — Client Service & Support creates policies and procedures related to Client Service and Support, and directs the efforts of all support personnel. The Director — Client Service & Support is the second point of escalation for all issues reported to the CSC. If there is a change in the Tiburon Client Service Management Team or the Client Liaison, Tiburon shall notify the Client in writing of the changes within 10 business days. 2.4.4 HELPDESK SPECIALIST The Helpdesk Specialists field all telephone calls placed to the CSC and process all email sent to CustomerService(c�r�,TriTech.com. They log all issues and updates received in the third party application used by Tiburon to support all Clients, and assign the issues based on established protocols. The Helpdesk Specialists report to the Director — Client Service & Support. 2.5 INSTALLATION SERVICES TEAM Tiburon's Installation Services Team is responsible for the installation and configuration of Tiburon software on designated Client servers as defined in the contract and Statement of Work. 2.6 DIRECTOR, OPERATIONS DIVISION A Tiburon Operations Director is the manager for the Project Management staff. The Operations Director is the second level of escalation, (first being Project Manager) for any Project, Add On or Product Modofication activity. The Operations Director is responsible for management of all contract compliance issues. 2.7 ENGINEERING Tiburon Engineering is comprised of several teams of software architects, software engineers and software quality assurance engineers. The Engineering teams are responsible for the creation of all baseline and custom software and tailoring. 2.8 MASTER SUPPORT AGREEMENT (MSA) A Master Support Agreement (MSA) is an agreement between a Tiburon and a Client for the provision of Warranty and/or Maintenance support to a Client. It includes terms and conditions governing the agreement, and may include exhibits to further define the covered systems, Warranty and Maintenance Guidelines and Options, Software License terms, etc. Previous versions of this document may have been referred to as an Extended Support Agreement (ESA). 2.9 PRIORITY Priority refers to the operational criticality of a specific service request. Tiburon uses a PI — P5 convention with a Priorityl issue being defined as an application or server failure that prevents continued use or operation of the System, impacts all or substantially all operators using the System, halts or severely Tiburon, Inc. July 1, 2015 Page 5 A TriTech Software Systems Company