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Warranty & Maintenance Support Version 8.1 Guidelines & Options .PriorityIssue Definition :-I Response Time: Priority 3 - High Priority Priority 4 - Medium Priority Priority S - Low Priority Normal Customer Service Hours Support: A Software Error not meeting the criteria of a Priority 1 - Critical or Priority 2 - Urgent Priority, has a workaround available, but which does negatively impact the User from entering incoming calls for service and/or dispatching emergency units, or perform a common call taking or dispatch function. Such errors will be consistent and reproducible. 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 team within 30 minutes of receipt of the initial phone call. High Priority issues may also be reported via customerservicegtritech com or via the HEAT Self Service portal. Email and HEAT Self A significant number of CAD or Mobile Service reports are entered and assigned workstations are negatively impacted by this within 30 minutes at the start of the next error (e.g., does not apply to a minimal set of business day. workstations). Normal Customer Service Hours Support: A Software Error related to a user function which does not negatively impact the User from entering incoming calls for service and/or dispatch emergency units, or perform a common call taking or dispatch function. This includes system administrator functions. Normal Customer Service Hours Support: Cosmetic or Documentation errors, including Customer technical questions, product modification or add-on requests, steering committee requests, and usability questions. High Priority Issues are not managed after Normal Customer Service Hours. 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 team within 30 minutes of receipt of the Initial phone call. Medium Priority issues may also be reported via customerservicePtritech com or via the HEAT Self Service portal. Email and HEAT Self Service reports are entered and assigned within 30 minutes at the start of the next business day. Medium Priority issues are not managed after Normal Customer Service Hours. 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 team within 30 minutes of receipt of the initial phone call. Low Priority issues may also be reported via customerservicePtritech com or via the HEAT Self Service portal. Email and HEAT Self Service reports are entered and assigned within 30 minutes at the start of the next business day. Low Priority issues are not managed after Normal Customer Service Hours. Tiburon, Inc. July 1, 2015 Page 11 A TriTech SoRware Systems Company