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Warranty & Maintenance Support Version 8.1 Guidelines & Options • Maintain continuous remote access along with the ability to upload and download files to server(s) without third -party interaction. • Restrict the use of CAD workstations to Tiburon Applications only, eliminating internet connectivity and the use of things like streaming media, internet games and other applications that can negatively interact with the CAD system. • Ensure that maintenance and back-up activities relating to the Covered Applications and the System, including, without limitation, backing up databases and journal logs, purging out of data records, running reports, and performing diagnostics, are carried out in accordance with the schedule and methodology laid out by Tiburon. • Ensure that the System conforms to the "Site System and Network Specifications" as established during the project implementation. • Maintain a system to ensure that only authorized personnel have the ability to make changes to the Client's database and that a list of all such authorized personnel (and any updates thereto) be promptly delivered to the Tiburon Client Support Center. Each request for any change to a Client's database shall be accompanied by a signed letter of authorization from the Client's Authorized Client Representative, and shall contain all details of the requested change. Tiburon will not assist Client personnel with database change requests other than those on the most current authorized personnel list. • Designate a single individual to act as the Client's authorized representative who is (a) authorized to act on the Client's behalf with respect to all matters relating to this Agreement; (b) shall ensure the Client's compliance with its responsibilities under this Agreement; and (c) shall coordinate appropriate schedules in connection with Tiburon's services under this Agreement. The Client may change the individual designated hereunder by providing Tiburon written notice designating a new individual authorized to act as the Client Representative within ten business days. • Ensure that Technical Support Coordinators and other personnel have received sufficient training on all aspects of the Tiburon system that they are supporting, and have the experience to perform its obligations. 4.7 SERVICE REQUEST LIFECYCLE The TSR lifecycle can vary depending on the complexity of the issue being reported. Some TSRs will move from "New" to "In Progress" and "Closed" without a need for validation. Other TSRs require a validation step where the TSR is first "fixed" in the Client's Training system and validated with the Client before moving to Production and then placed in "Test Request" status for final Client confirmation prior to closure. Our CSC team works with Clients to not only validate the resolution of the case, but to confirm the resolution prior to closing it. Tiburon, Ina July 1, 2015 Page 22 A TriTech Software Systems Company