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& Maintenance Su000rt Version 8.1 Guidelines & <br />8. OPTIONAL MAINTENANCE PROGRAMS <br />Tiburon's Account Executive will work with the Client to identify the support programs that meet Client <br />needs and to develop associated pricing. The matrix below describes the standard Level 1 services as <br />well as the Level 2 and Level 3 services offered. <br />8.1 DATABASE ADMINISTRATION (DBA) SERVICES / <br />SYSTEM ADMINISTRATION (SA) SERVICES <br />Tiburon offers optional added -cost Database Administration Support and System Administration service <br />plans including Level 2 and Level 3 Extended Services. These Service Levels are compared side by side <br />in the matrix below. <br />DataTgasesmtvrces = `;' °I ebe11°)eve12 <br />Le'vel3 <br />Set up application databases ✓ <br />✓ <br />✓ <br />Set up database backup to disk ✓ <br />✓ <br />✓ <br />Expand database disk space allocations as needed ✓ <br />✓ <br />✓ <br />Support for Database Issues on Tiburon Business <br />Applications Day (8x5) <br />24x7 <br />240 <br />Maintain Database Backup Scripts <br />✓ <br />✓ <br />240 Support for Database Issues on Tiburon <br />Applications <br />✓ <br />✓ <br />Disaster Recovery Planning and Set -Up <br />✓ <br />✓ <br />Perform Database Recovery Procedures <br />✓ <br />✓ <br />Monthly Report <br />✓ <br />✓ <br />Maintain database system accounts and passwords <br />✓ <br />✓ <br />3`d Party support login access <br />✓ <br />✓ <br />Twice Monthly Database Health Check & <br />Maintenance <br />✓ <br />✓ <br />Database Upgrade Support <br />✓ <br />✓ <br />Monitoring of Backup Los <br />Monthly <br />2x Monthly <br />Examination of Backup Tapes <br />Monthly <br />2x Monthly <br />Database Health Check & Maintenance <br />Monthly <br />2x Monthly <br />Database Tuning &'Performance Monitoring <br />Monthly <br />2x Monthly <br />Rebuild Indexes <br />Annually <br />2x Annually <br />Recovery Dry Run <br />Annually <br />2x Annually <br />Tiburon, Inc. July 1, 2015 Page 29 <br />A TriTech Software Systems Company <br />