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'Priority <br />Resolution Process <br />Resolution Time <br />Priority 1— <br />TriTech will provide a procedural or <br />TriTech will work (including after hours) to provide <br />Critical Priority <br />configuration workaround or a code <br />the City with a solution that allows the City to resume <br />correction that allows the City to resume <br />live operations on the production system. <br />live operations on the production system. <br />TriTech will use commercially reasonable efforts to <br />resolve the issue as soon as possible. <br />Priority 2 — <br />TriTech will provide a procedural or <br />TriTech will work to provide the City with a solution <br />Urgent Priority <br />configuration workaround or a code <br />that allows the City to resume normal operations on <br />correction that allows the City to resume <br />the production system. <br />normal operations on the production <br />system. <br />TriTech will use commercially reasonable efforts to <br />resolve the issue as soon as possible. <br />Priority 3 - <br />TriTech will provide a procedural or <br />TriTech will work to provide the City with a <br />High Priority <br />configuration workaround that allows the <br />resolution which may include a workaround or code <br />City to resolve the problem. <br />correction within a timeframe that takes into <br />consideration impact of the issue on the City, <br />TriTech's User base, and the date of submission. <br />Priority 3 issues have priority scheduling in a <br />subsequent release. <br />Priority 4 — <br />If TriTech determines that a reported <br />TriTech will work to provide the City with a <br />Medium Priority <br />Medium Priority error requires a code <br />resolution which may include a workaround or code <br />correction, such issues will be addressed <br />correction in a future release of the software. Priority <br />in a subsequent release when applicable. <br />4 issues have no guaranteed resolution time. <br />Priority 5 — <br />Low Priority issues are logged by <br />There is no guaranteed resolution time for Low <br />Low Priority <br />TriTech and addressed at the company's <br />Priority issues. <br />discretion according to TriTech's <br />roadmap planning process. <br />Special Note #/: Priority 1 — IQ and Analytics Critical Priority issues meeting the previously noted criteria are defined as <br />follows: <br />a. The IQ server is down and all workstations will not launch or function; the City is experiencing complete <br />interruption of ability to do perform queries. <br />b. The IQ system is inoperable due to data loss or corruption caused by TriTech Software <br />There are no Priority 1 issues for IQ CrimeView Dashboard, IQ FireView Dashboard, IQ CrimeMapping.com, or IQ NEARme. <br />Special Note #2: Priority 2 Urgent Priority issues meeting the previously noted criteria are defined as follows: <br />a. The IQ System has a serious Software Error that severely impacts the ability of Users to perform <br />critical work functions. Such errors will be consistent and reproducible. <br />b. The IQ system is unable to generate and render reports <br />