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Warranty & Maintenance Support Version 8.1 Guidelines & Options <br />4.3.2 ALL RECORDS, FIELD BASED REPORTING, .TAIL RECORDS, <br />FIRE RECORDS, WEB QUERY <br />4.3.2.1 RESPONSE TIME SLAS <br />Priority <br />Priority 1 - <br />Critical Priority <br />Priority 2 - <br />Urgent Priority <br />issue uennmon <br />24x7 Support for live operations on the <br />production system: A system down event <br />which severely impacts the ability of Users to <br />log on the system, or severely impacts the <br />ability of Users to book or release inmates. <br />This is defined as the following: <br />• All Records applications, to include Jail <br />Records, Field Based Reporting, and Fire <br />Records server software inoperative <br />• Loss of ability for all Records, Jail Records, <br />Field Based Reporting, or Fire Records <br />users to log on to system <br />• Jail Records system down <br />• Loss of transactional data & transactional <br />data corruption <br />This means one or more critical server <br />components are non-functional disabling <br />Records, Jail Records, Field Based Reporting or <br />Fire Records workstations. These Software <br />Errors are defined in Special Note #1, below. <br />Normal Customer Service Hours Support for <br />live operations on the production system: A <br />serious Software Error with no workaround <br />not meeting the criteria of a Critical Priority, <br />but which severely impacts the ability of all <br />Users from performing a common function, or <br />severely impacts the ability of Users to book or <br />release inmates. Such errors will be consistent <br />and reproducible. <br />Loss of ability for All Records, Field Based <br />Reporting, Jail Records or Fire Records <br />users to enter Case (Incident, Arrest and <br />Custody) records into the system <br />Loss of ability to transfer Field Based <br />Reporting reports (ARS, Copperfire, CAD <br />to RMS Transfer) <br />Unable to book or release inmates <br />A significant number of the Records, Field <br />Based Reporting, Jail Records or Fire Records <br />workstations are negatively impacted by this <br />error (e.g., does not apply to a minimal set of <br />Records, Field Based Reporting, Jail Records or <br />Fire Records workstations). These Software <br />Errors are defined in more detail in Special <br />Note #2, below. <br />Response Time <br />Normal Customer Service Hours (8:00 am - <br />5:30 pm in the customer's time zone): <br />Telephone calls to 877.445.2110 will be <br />immediately answered and assigned to the <br />designated representative within 10 minutes <br />or receipt of call. <br />After Normal Customer Service Hours: Thirty <br />(30) minute callback after Customer telephone <br />contact to 877.445.2110. <br />Priority 1 issues must be called in via <br />877.445.2110 in order to receive this level of <br />response. <br />All fail Records systems default to 24 x 7 <br />support for Priority 1 issues. <br />After Normal Customer Service Hours: Unless <br />optional 24x7 support is contracted, support <br />for Records, Field Based Reporting and Fire <br />Records is not managed after Normal <br />Customer Service Hours. <br />Normal Customer Service Flours (8:00 am - <br />5:30 pm in the customer's time zone): <br />Telephone calls to 877.445.2110 will be <br />answered and assigned to the designated <br />representative within 30 minutes of receipt of <br />call. <br />After Normal Customer Service Hours: Sixty <br />(60) minute callback after customer telephone <br />contact to 877.445.2110. <br />Priority 2 issues must be called in via <br />877.445.2110 in order to receive this level of <br />response. <br />All fail Records systems default to 24 x 7 <br />support for Priority 2 issues. <br />After Normal Customer Service Hours: Unless <br />optional 24x7 support is contracted, support <br />for Records, Field Based Reporting, and Fire <br />Records is not managed after Normal <br />Customer Service Hours. <br />Tiburon, Inc. July 1, 2015 Page 16 <br />A TriTech Software Systems Company <br />