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& Maintenance Support Version 8.1 Guidelines & 4.7.1 TSR STATUS As a TSR moves through Tiburon's service request lifecycle the overall case status will change. The statuses and definitions below are those currently in use: Case Status Definition Default status used for all 'new' cases corning into the CSC. TSRs in "New" status reflect no one is currently assigned to research or resolve the issue. New Once the Project Manager or Client Liaison discusses new issues with their Client, the issue is prioritized for resolution and the appropriate Team Leader is notified for assignment. In Progress Status used to indicate TSR has been assigned to an individual for resolution. Status used to indicate that the additional information is needed to resolve the TSR. Information needed is detailed in the Status / Solution field. Need Info A TSR in NEED INFO status for 30 or more calendar days without any update will be closed If the issue occurs again, it should be reported as a new issue with supporting in ormation and screen shots if applicable. Status used to place TSR in a HOLD state pending action by Tiburon or action by the Client. Pending action will be detailed in the Status / Solution field. On Hold A TSR in ON HOLD status for 30 or more calendar days without any update will be closed with Client approval. If the issue occurs again, it should be reported as a new issue with supporting information and screen shots if applicable Status used to indicate TSR is currently in 30 -day monitor period. Usually used to monitor recurrence of an issue after implementation of a fix (typically when complete validation is not feasible). Also used when issue cannot be Monitor readily investigated pending occurrence of another event. A TSR in MONITOR status.for 30 or more calendar days without any update will be closed. If the issue occurs again, it should be reported as a new issue with supporting information and screen shots if applicable. Status used to indicate that a fix has been implemented in Client's training system. Testing by Client and confirmation of fix is required before fix will be moved to Client's production environment Test in TRN It is important that TSRs in this status are addressed by Client within 30 calendar days so that untested fres do not remain in the Client's system for an unreasonable period of time. It is impossible to manage clean code lines with polentialfixts that have not been tested as requested Status used to indicate that fix has been applied in the Client's production system. Validation of fix by the Client is required, however, Test Request A TSR in TEST Request status for 30 or more calendar days without any update will be closed If the issue occurs again, it should be reported as a new issue with supporting information and screen shots if a licable. Status used to indicate that the TSR has been closed with the concurrence of Closed the Client (or 30 calendar days have passed with no further communication from the Client, as noted above). Once in Closed status, a TSR is no longer editable to any other status. Tiburon, Inc. July 1, 2015 Page 23 A TriTech Software Systems Company