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