HomeMy WebLinkAbout25O - RESCUE EXTRACT EQUIPREQUEST FOR
COUNCIL ACTION
CITY COUNCIL MEETING DATE:
DECEMBER 1, 2008
TITLE:
AGREEMENT FOR A COMPUTER AIDED
DISPATCH SYSTEM MAINTENANCE
r'
CITY MANAGER
RECOMMENDED ACTION
CLERK OF COUNCIL USE ONLY:
APPROVED
^ .As Recommended
^ As Amended
^ Ordinance on 1 S` Reading
^ Ordinance on 2"d Reading
^ Implementing Resolution
^ Set Public Hearing For_
CONTINUED TO
FILE NUMBER
Authorize the City Manager and Clerk of the Council to execute an
agreement with TriTech Software Systems for maintenance support to the
Fire Department's computer aided dispatch system in an amount not to
exceed $114,155, for a one year period, subject to non-substantive
changes approved by the City Manager and City Attorney.
DISCUSSION
The Fire Department's Computer Aided Dispatch (CAD) system was upgraded
in September 2006. TriTech Software Systems is provider of this
service, and provides maintenance to their proprietary hardware,
software, and software interfaces. The system provides for the
dispatching of emergency vehicles and the transfer of data to mobile
data computers (MDC) located in these vehicles. Because of the
proprietary nature of the equipment and software, the Fire Department is
recommending entering into an agreement with TriTech to provide
maintenance to the department's CAD system.
FISCAL IMPACT
Funds are available in the Fire Department's Information Technology,
Other Contractual Services account (account no. 011-324-6291) in the
amount of $114,155.
;~~~ `._
L
Marc Martin
Fire Chief
Fire Department
APPROVED AS TO FUNDS AND ACCOUNTS:
Francisco Gutierrez ~
Executive Director
Finance & Management Services Agency
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SOFTVi/ARE SUPPORT AGREEMENT
TRiTECH StaFTWARE SYSTEMS
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SOFTWARE SUPPQRT AGREEMENT
TABLE OF CONTENTS
1.0 DEFINITiflNS ...........................................................................................3
2.0 TERM ...................................................................................................... ..3
3.0 SUPPORT FEE(S} .................................................................................. ..4
4.0 TELEPHONE SUPPORT ........................................................................ ..5
5.0 SOFTWARE ERROR CORRECTION .................................................... ..5
6.0 SOFTWARE UPDATES ......................................................................... ..6
7.0 LIMITATIONS ......................................................................................... ..6
8.0 EQUIPMENT, SUBCONTRACTOR SOFTWARE AND HARDWARE,
AND SYSTEM SOFTWARE ................................................................... . 8
9,0 LIMITATION OF LIABILITY ................................................................... ..9
10.0 DISPUTE RESOLUTION ........................................................................ ..9
11.0 SEVERABILITY ...................................................................................... 10
12.0 FORCE MAJEURE/EXCUSABLE DELAY ............................................. 10
13.0 CONSTRUCTION AND HEADINGS ...................................................... 10
14.0 WAIVER ................................................................................................. 10
15.0 ENTIRE AGREEMENT ........................................................................... 11
16.0 APPLICABLE LAW ................................................................................ 11
1fi.0 ASSIGNMENT ........................................................................................ 11
18A NOTICES ................................................................................................ 11
19.0 GENERAL TERMS ................................................................................. 12
ADDENDUM A ................................................................................................ 14
ADDENDUM B ................................................................................................ 16
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SOFTWARE SUPPORT AGREEMENT
Client: C'it4~ caf Sa~.ta Ana
;1t~t~1'eSS: ~ -~ ~) ~. F31'Oadlva~~
Citi~, State,liia: Santa Ana,. C`A 927{l7
Phone, Fos: ~'}=f .(~4?.i7()Q~f~rx 7I4.t'4?.7?{)
C'ontact'tiame: 1-lore Martin, l°ire C'l~ef
`his .s~«rcernent is r3ade try and i~i~te4cen 'Cri"'tch Scak~t~tdre Systcr7~s, reierre~i tc~ as
"Tri"tech"', with offices at ~1~ibO Ntcsa Rini Road, San Diego, C`alifi~mia 02121 and C'fier;t nam~;d
~~tbovc, rt;terretl to as "C'lient'".
~~'~. ~~'HE.R~AS, Tn"tec1r arrd Cherrt Entered into a Corltputer Aideci Dispatch Primary
A`~recr~~erit dated Septen~ber 5, 2iJt)t, ("the "Purrchase A~reenlent"); and
B. t~~'HEREAS, TriT~ch and C'Iirra;t hacl previausl~~ entered into a Computer System
Purchase and Sc~ft~vare Iwicensc :"~<~recn~ent ci~rtc:ci ~~larch 2{a, 1 ~)~?fi; and
C`. `~'1-iERF.:AS, this Softti~Gtre Support :'~r~reemettt is errt.red into to provide Softu-are
Strppc>rt for t1-re Tri1'ec}~ Si~f`t~h't~re licensed urrdir the4a~recrnertts referenced in para~~r°aphs A anti.
B for a period ofonc vear, subject to annual r~nt«~al thereafter. srnd
t). ~i'HERE:~'~S, t1~is Sc?f?~vare Strppcart .r~~reen7ent replaces and srrpersedes any
pre~'ior.rs a`~r;enrents bct~~~et;r. the parties with respect tc~ ihc: subject matter hereirr;
'~~4~`, TI-IE.RCFC)R~,, in consideration of the ternas, promises, nlr.rtuaf covenrnts and
conditions contained in this A~rcement, "1"ri~T-ech and C'fient a~rce as foflotivs:
l.ti llEf~'IIITIO~iS
.<1f1 capittr}iced terms used in this ~1~rrectnent and rir~at othcr~~'ise dfinc:ci herein shit}1 have
the rneanints E~iven them in t}te. Definitions stctic~n cf'thc Purchase At,~rcemLnt, tivhic}~ se.ction is
incorporated by relererrce herein as t}1<~u«1r sez fi~r'th in hill.
2.i1 "CER:1'1
.I~he initial terr,r of Soft~~'<tre Suppe~rt services pro~'idt/ci under this :"agreement sha11 burin
.Iurre I , 2t1(t8 and end t~velvc t } 2 } months thereafter. Software 5tzl~port for subsequent annual
s:,;,~a ~~,., ~:, ,~~,,.,;~~~,. .
4~~f t u are ti ups+=rt :\!=rectnen!
`.' , ~- ~ r 3~;~ tiiefl+~ure ",ystenxti Co3if~fe3itirl ~ r'1C~~lrsc=tart'
` .cc? - _ , t, r;ii r ~}?eti>pti ri ~ht raa~ ap it3t• i. !?3 <Ct? ~tclE•s
250-4
terttts :hall be subject tt~ renera°al of this l~grecrncnt anti payment tai' tl~c rcne~ial Soft~~are
Su}~port oes. C)rt or hefitre tlte. expir<ttiott of the then cttrrertt support tert~~, ~tnd at t;:ac}7 attt~u<il
sttu~tter:sar}` t}icrecsf. "Cri l ~cb ~s<tll prts~~ide w C'liet~t a 5aft~~are Suppt?r.. Rtt~e~~~al .-'1rrc:ernem for
~r~=na4E;r-c. l ri (~~ch rt~5~r~es the ris'ht to chattt~~e the t;:rtns ttncl scsnlitic~t~s ttpc~n ~~l~ich Ss~°ttitar~.
Support shall hc: ottercd for ronc~tial terms, stthject tcz ~~ritten notice to C'licnt.
3. t `~of«ttrc Support lee(s) to be paid b}'Client. fear the initial ternt of this .'~gre:ment
ttrc estalalished based att the sott«; are licct7ses purchased trntier the; Svstem E'urchase :1MTreernent.
("he Saft~~arc Support fee Car the ('first renewal term shall be the amount specified in Addendum
.~ hcrt:to, stthjcct to the adju~5tn~ertis as descriheii in 3.2.
.? TriTe.ch shall nutiCy Client prior to ttte enti of the initial sttppart term of the
Sofh*:are Support fees for the first rene~~al term. l,~nless atheru-ise agreed in t~riting, Safttz~are
Sttpport Cees shall be tine tin or before the caztlntencement of each annual support tcrt~~. Software
Support fee Car the first rencti~~ttl tarm ant] all renelvals ihcrcaftcr shall be shall br; subject to
increase an an annual basis at a rate eclttal to the; increase in the C~ansumcr Price index, Los
Art~~t;lesiQrartge Caunty~ area ]car the l2 rnanth period ending June t} prior to the renewal of this
l~greement, ar 544,, urhiche~.rer is less. ~'~tiditianal licenses purchased b}~ Client during an_y antxual
suplx~t~t period ~~ill result in additional support lees ~~°hich shall be prarateci to be cate.rrrtinaus
tia~ith Client's then current sttppart pc;riad.
~..~ Soft~~are Support fet;s da not include rcasartable trot-el, faoti or latigiti4a, exper7scs
incttrrecl b}~ TriTeclt for suht~ort serl~icca hro~.~ided at t:'liet~t's site car other locatiatts remote fratn
Tri"l'och's principal place of` k}usiness. Such expc.n~e,s shall b. pair] bt C'lient on receipt oC
'l~ri-I-t:ch`s in~aice Cor such expettsGs.
~.~ If Client fails to rene;~~«~ Softl~sare 5ttppat•t for anv rti~r,c~~"al terns b~. c.~;ec'ution oC't}~c
applicable St>ft~~are Support I2crte~~a1 Agrsrernent and paymt;nt oC the applicable Saftt~are
Sttpport Ctrs, Softlyare Support tnati l-~e rcttdcrcd by Tril"eclt, at its discretion, art a time and
matct~ial basis, at TriTcth's then current rates for canstslting anal stzpl~ort phts expenses at~tl
t."plate license Ctes, If C.'lcnt ceases to keep in f~~rce ate ant7ual Safi~~~are Support. Agreertlent,
anti rtsumptian oC such annual support shall be subject to pa;,~n7ent try Clietrt of all pt€St unpaid.
Saf't~varc Sttpport fees in addition to the Saft~tiare Support Cce for il~te current support year..
Client ackna~~.Icdges and agrees that the prece,tling clause is reasonable in light of the fact that
the t.rpe,nses incurred ztntl resattrces tievotetl by TriTech to farther de~e}apment> enhancement
anal support oCthe "l'ri"loch Sofi~~ari; mast ht spread aver TriTech's client base atld fair]}° shared
by all 7`riTech Sofia:°arc users.
tia a 1 « t~~. thn a -;rrt ';# 401tt1#r~' SUnt~ttf: r`1 a-C:~i71t'tif
V • i}4 (?i#~ti ~^;;. ?~kt~' iii Tc'~}3 ti~+#?trarc 1 aE`Tt?5 t ,.~ 'file`r i..a ~ b"r~~;7r~~...r•,
t,ii .. ..z-+l R ; ,sic tic',,} ur~d .~ t,c dt°,#.~~. l~. .ant; a Thr #;ni tiw.#<a.
S'a4t~•10. _,
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3.5 :~11 amounts clue and payable to "I'ri"~I'eett hereunder shall, if not paic~~} tie~~l-ren due.
tear a late char:.3;e ec}ttal to cane ar~cl one-halt'pcrcet~t {I-1!? ".,) per month, or the highest rate:
permitted bti lava, u`hiche~~~r iti less, fror~~ fifteen { }>) days after their due slate anti} p<rid.
Re~zit~tn~zce Aclclress #ctr Par~rnents Only_
.} ri i'cc~h Sof'tavarc Sti stems .
Past C)f~tTce ~3ox ~ t~~;r } <)~
IUallas. -IX i5?(i~-l 92
~.6 Except far taxes for which Client prt~vides Tri'Teeh avith avtitten certification ofits
tai-exempt status, if TriTech is required to collect or pa} sales. use, property, value-added, or
other such taxes based ors the sc~ftavare or s~c~ti ices pro` idcd cinder this .~lk~;reement. a.tld,~c~r
C'lient's ttsc thereof. them such taxes shall be ina-diced to and paid by Client on receipt of° such
iflvt)ICt.
=iA Tl~:I.E.PHn"tiE SUPPORT.'
-CriTcch mill provide 'l.elt~pt~anc Suppc?t2 sira ice taaei~ty-tour {?4) hours a cfav, seven {~)
d~.ta•s <r aaeek a~ more fully ciescribccf in ,ade:lerichtm }3. Client will ensure that i~nl} personnel
properly trained in tl~c op4ration tend tisa~~e of the TriTeclt Software avill utihce the °I"c}cl~honc
Support sirvice.
S.0 SOI~"T'1'4',aRE ERROR C'ORRFC."TIOv
If, Burin, lhc; tern~1 of this _1~ree~n7ent, C'lienC detern~incs that Software Error{s) exist, it
will first tea}loaar any error procedures specitied in the "[°ri'fech Docut~nentation. II° folloavin~ the;
e-rrnr procedtires clues not correct the Softw<3re Error. Client shall immediately notify TriTech
pursuant to the guidelines and procedures d~5cribed in ~~ddendtrm I3. setting forth the defects
noted ~;~ith specificity requested by 7~ri~I'ech_ t_fnon notificaton of a reported Soft«-are Error,
.[,ri°I'ec}7 shall attempt to reproduce and verify the error and, if so verified, gilt correct the
Sc-~ftevare Error{s) in ciccordance am~ith .F~dclendum E3. Ifs TriTech is unable to rcpraduce thr.
Sotttvare Error at ~'ri"f er:h's lacilit}~. 'l ri"Tech «-ill assist the Client ir7 capttirint~ the error uttliirt~':
Tr-i Cech's ~`isi`vet Black £3ot, or anti~~ subset}uent replacement, technology aa•hich lobs user
actions ;rncl =,tistetit eonfigtiraticm. Inyth4 rverxt that the error cannot f>e capttireci via Visi\Gt
Black Box, but is reprocluciblc at the C"licnt's site, the C Bent m<ty request onsite assistance. It
the Client and °I'riTech detei~~~irie that it is necessary for -C°riTech personnel to irav~l tc~ Clitrnt's
site. to rc.prodtice the en-or, Z~ri"}~c;c}~ shall pay its travel expenses incident to the on-site visit.. I1;
lx~aaevcr. the rep€~rted problem is detcn~lincd to }rive been c<ittsetf by Client Equipment,
'ubcontractc~r Softaa~are or Hardware. or S}stern Sottavare, or is othenaise nc~t attributable to tl~e
Tri l~~;f.~}7 `;ottavare. t`lient sha}l, pay 'CriTech's travel and }abc~rr relatetf to the on-site visit at its
t}~er? cri;-~~ent }sourly mites f~~r technical support rr7c} enL~inccrin~~.
yat ~av : , ~ ..~ _r~.Cnt _ ~iiJj'tw3rc Supy~ JJt 1~.~cerr~cn!
°; - . t ;, -~t ~~)J~ ~?-rE1CC?: S<JfLwt7rr tiystc~n~ l:bniiiter~:ial d~ E'J~oprsc;ta,..4,
:3 j9 ..'_ f ~. LC'»t- `: Lti C:II((l ~t9;.' 4: iJ;!1[1 !:t .t~ C7 Z 1L' t. iiil Y ~w tt1
~ ~1
250-6
fi.fl 50FT~Z'.aR>'~ l"T'D1TF:S
from tine tct tirnc at I'ri"T-cch"~ discretion, C`pdatcs to the ~L~riTeelt Sof'Ie~~are anti Release
tiotcs t}octuT~cntrr~,~~ the i ']xi:~tics evils be dee eloped anti provided to Client. =~}1 I_]pdates and their
acctnnparr~in=`~, Iteltase tic>tes shall be suh~ect to the terns and conditions of the Purchase
\~=ret~nt~nt and ,half bi: cleerrt~tl iie~rtscd Tri 1'~ch `~t~1:tti~are th~rettnticr. (l.'pdtttGs clc~ not include
neee e ersions or separate tlodttles or firrtctiorts t}gat are separatclti~ licensed and pr-tc;t}.1
7.I) L.I1iTT_~"I'TC)NS
7.1 Sotievare Support for the TriTe,eh Software shall. bt. subject to and conditional on
Client's in~plerltc;ntation and use of a version of the TriTech Software that is the most current
production e~ersion thereof that is offered to Client. If C'Iient does not implement the most
current production version when it is made avail<alale, TriTec.h shall only be obligated to provide
Sofr~e~arc Suplae,r7 for C'iicnt's version of the TriT+:ch Softev~~rrr: for a period of to{ele~e { 121 months
thereafter.
%' "l'riTeclr shall not be <rb}i`~<rtGC:i to provide. Softe~~are Sup}wort if (.'heat is not cur-r-ent
on the piavment ofall Softerare Support fees tnd e~per~ses.
%'. II' <tnv of t17e r711oe~ in<.; circurtlstances exist, ~I'ri'I-ech shall be entitled to cltar~re
adtiitiortal Softeare Suppt7rt fees plus exp:nscs at its then current rsttes: N
~'. ~.l Problems in the Tri'I-ech Software are caused 'by modification of the
Tri`l~~ech Softevt~ire. Subcontractor Softeare or Hardevare, System Sofware, or >/cluipment b}~
Client or a tl7irei party e Nether or not permitted heretrntier.
~.3.' Problems in tf3e `I"ri'L eeh Soft~,vare are c~~tttscd by tl~tc "I`riTcc}r. Sol~warc not
beinK~ used irr accordaztce eti~ith tht "I-ri [`~eb I)ocuraacntatiort, or c~thcr instructions proditi~d by
Tri~Tech, or by misuse or ncblect.
'.>. Problems in the "I~ril'ech SUlteeare art: caused by softtivare not provided by
TriTech, not appro~°r;d by Tri~I"ech ire evritin~ or not specified as compatible in the ~TriTech
Documentation. {"l~he procedures for seeking approval For loading third partysoftware or~t a
CAD `vVorkstaticrn or I~Iobile Client (~~ohile '4'w'ar-kstaiian) are set forth in paragrap}t 7.4 of this
.~~~reement. .rvls provided in said provision, sc~rftevare Cleat is not provided by "I"ri'I'ech shall not be
loadccl on a C.~U Ser`;~er or 1lohilc Servt;r.l
'.3.rt Problems in the TriTeclt Software art; caused by equipment e~hic}1 does
not rTl~et the confi~uratiors regvrire~tner~ts specified in the TriTech Docrzmentation„ by failure of
C'licnt to pr-oxide and maintain the srtt:_ anti facility requircrner~ts described in the Purchase
~~>rcertacnt, or the use t~~I" `'clones" (~~encric '"]took-alike" equihtnent} as substitutes for the
t:quipment listed in the Pura}rase .1rreerncnt.
} ~ti'~.," ti<si~rarc ~~~pt,~x h_a~e~me~t
~". ~$+ -`~t ~ 1'~ L:_4„~t,lC+e,t;c ti.,tc.r;-;., ('>;~,it3c~1 +.aw cS. }'Tk~llCiCl~ey
:ail cd ^ntat .:,e ,.E,p, , ,,~. t;.~ ~ 1~.:e
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250-7
~.,~.`~ Prohletns in the "T ri I c;ch Software arc eaused by ane or Wrote cornputct
v~ir~uses that l~at~tve~ not bee_u intr<>dcrced irate? Client's ;tisicrra hw~'TriTc~ch. Client shall tr~taintain up to
date virus chcckrra,~~ software atul shall cheek all sitft~~ <arL rct:ei~ cd from Tri"I~ech or anv other
pcrsijra i~r eniitr fear ti iruses l~cforc: inta-oducin~ that soft~varc; iratca away Mari of tlae CAI7 System. if
desired tare Cliexat, ~I-ri`I'ech will pro~~ide L-pdatc;s ora nac:dia rather than direct tlow~nlo~aclin~~ to
facilitate this virtrs c}aeckitav~. If; clesl~ite such. check, a virus is introduced by TriTecla, Tri~1'ceh
will provide a virus-free copy of" the I~ri I ech So}tw~are, aaad will. at its expense, reload said
soit~~are {hut not C'}ierat's data) on Client's I:'cluipment. C}lent shall be responsible ftrr reltaadir~~7
its data and, to tht~at end, shall practice reasonable hack-up procedures for the CAU system.
.>.Ea Prob}ems in the 'I ri'T`ech Software are caused by Subcontractor Softw°are
or System Soliwarc. including but not limited to operating system software.
?.>. ; Problems in il-re TriTi;c}a Solt~vare are caused lav lack of Year ?0(?{i
Compliance of hardw~arc, ~t~ntivare, sottw~ar~, data or other t~acilit.ics n~aanufactured, developed
andlor othcr~,vise provided b}- Client or third parties, including buC not limited. to ~;c~uipnaent,
Subcuniractor- Sow°are or I-larcT~vare, or System Sot~ware.
7. 5.~ Problems in the Tri'T`ech Saft.tivare are carrsed by Equipnaent or softtiv~~trc
provided b~~ C`lient or third paa-ties with which the TriTcc}a Software interf-trees or operates
(itaclttclin~.; but not limited to Stabctantractiar Soft~~are or Hzardware or System Software),
incltrdin~7 but not htnited to problems caused t~~~ ehanr,;LS in srrch Ec}uiptxt~nt or softw°are.
'.-T If, at any tune after inst~illatitm of the S}'stem, C.`Iient desires to load ora a
~t~'orkstation any software taot proti~ided by T'ri'I'ech, it shall, before loaditag such software, follow
the procedures ita tlae then ctra•rent Client Support Sct`i'i~i5 ~1<anual. trntl contact tllc I-riTech
Tee}araical Set-~~rees I}epartmerat at the. telephotae taurn}>ers listed in ,~ddenduna I3 for assistance as
reyuiri;d. Such action shall not eonstitr~te apprc-v3L, er;press or implied, fr>r the loading ol`
specific sofh~•are on a LYurkstation, nor an~~ e;~pre~ss ar implied tvarrant~~, representation or
ather obligation by 'I'ri'T'ech with respect to snch software, including but not Limited to its
suitabilit~a, operabilit~° yr capabilit~~ CQ meet Client's needs or expectations. Client agrees
that if'tlae loadin~~ of such. third party software degrades the performance caf tlae System, Client
shall immediately uninstal} such software. f'lient shall absolve, discharge and release TriTeeh
fi-otn <any o17hA~ations or liabilities related to c>pi;ratit>n or pcrftartnancc oft}ae Systc:tm, the "frfTech
Softer-are. Subcontractor Software, or any other- item provided by TriTech rander ibis ~greLmeut,
inchtditag but not Iirnited to any liabilities for damages related thereto in connection with the
installation <:rf such third party software.
7.5 TriTech Sof"t~~°are Support under this ~ygz-ecaaaent, or tiny retaewal car exteaasiata
thereof, shall not iaaelude desi~~m, cnginLering, programming, testing, in~L~lcmentatii~n or ether
services rc;ndercd necessary by changes in Subcontractor Software, System Soiiwarc or
Fyuipnaerat, or in any other hardware, firrn~vare or softu-arc: provitlccl by third parties or Client
('T'hird Portz (_'laan`~cs'•}. ;~n~w such scryices shad he sttbcct to additional charges by 'CriTech
and tlae mutual a~,recrne_ni of'the p<aa-ties pis tc, tine ter•nas anti conditions under ~~~hich such services
arc rent}orcd. :-yb}s4rit sot;}a aW;rcenaent, "I'ri"I`ech shall be under no obligation, express or implied,
with ri:sl~t'ct to such Tlaird Party ~`han_~es,
ti;r ~t:A~:aFiri i7 jasst=,eal Snftw~src5u~~+~.* ~R_rectt>en>
4' ~ ?i3i iS Sri ac~.~ `, +a~YUrc S vare~,y _. & {°t'D ;~-twrv
! ~; t ~. - •, _~ .~? tiryflc, ~ ac c~y~ = fn tai+> ~„ ,:e L ni cd tiCitcc
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250-8
'.6 Problems in t}~c TriTeclt ~oftti~ ar-e~ or tranmissian of datst caused by wireless
scr•~ ices are not t~. ar-r-4rnted by TriTech. or t;oti t:rGd ar~dcr ilzc tents i?f this Agreement. C:°lier,t's
us;: of services pravidetl by «irclcss sere ict: providers ter carriers, anti the security, privac}`, ar
accuracy of arty data providccl vier such services is Ott C."lient•s sale risk.
'.~ C-'licnt is respc~nsihle fc>r nrairltairrirt4.; the required certifications far access to
C'lient's state C: ll~ system(s1. '~C'IC" anti: or ~thcr heal state, fe<I~ral and<'or other applicable
svstcrns-
~.t? E:QL'[P:1tH:N"1", ~,tB('t)R`i'RAC"['C)R 40t~~Tt~'AFZE; :1tt) HARDt~'.~RF;, 1Np
~~"STf:4f SOFT~~".1RF
8.1 'tilaintcn4rncc acid support liar )~t}uilnter~t provided antler the Purchase Agreement
is nat included under this AgXreement. liaw~ewer, since praper camptrte;r ec}uipment maintenance
is required far prt}per sy°stem operation. Client shall acquire and keep in farce egtripmcnt
nrrirztenar~ce agreements f<ar the computer srn~ peri}~heral egtiiprY~ent used to operata the TriTet;h
Saft~vare, ar to pravicle such t32aintenar~ee in-hausc ~vitl~ qualified persnnnt,l. If Client
detcr-r7zines that an item of Fquipnzt;nt prm ids:d t=nclcr this Agreement does rtot perform as
larnvidcd in the, aplahcablc:. sp€:cificatians, Client may contact -L.ri`I"ech trsirt~ the hracedtrres
described in ~1tldendtrm B. ~°riTech shall il~ereupan provide help I?csk services tt~ Client ~vitft
respect to the repnrteci problt;n~ anti reasonable assistance, as clcfined in ~.2 bela~v, ire
clctcr-rr~inint.; tltc cause of il~c reported I3rohlc;m. '~ot~~ ithst~tnain;.~ thG ubc~ti e, _I.ri I'r:ch is nat and
shall rtat ire a party to such. third party rtrrrintenance a_~reernents nor shall 1"riTcch l,avc ar~y
obligation ar liability thereunder.
~.:? ~Iztitienarzce and support fir Strbcorrtractar- Sofitvare, Strbcfmtractar Nard~iare, nr
5ystcrt Snlt~var~~ said ar licensed utulerihe Purchase; agreement shall be suhject to and provided
in accordance with aty rnairztt~nance.• a~~;reerr:enis ber~vect~ C'licnt and t}le suppliers thereat: nr
other third party m<:rintenance providers. if Client determines thai ~u~ item of Strbcnntrac;tor
~;nft~vare or I{ardtivare, or Svstcnz Sott~vare provided rattier ttte Purchase, Agreement does not
perf<tr~tt as provided in the-~rpplicable Sl~recilicatiozts, C`lzertt rnsn cont.rct. Tri t"ech using the
pracetiures described in .-~.ddendum B. Tri`["eclt shall thereupon pravicle Help Desk services to
Clrznt i~~ith respect ttt the repnrtecl prnblert anti pravide r4asan;rl.>le assistance tc? C`lit;rtt in
tleten~tirting the causes of the reported prablem. Reasar~able assistanc4 consists of an evaluation
of the reported prnblorn ire order to determine if the prablem is being caused by a TriTech
Software issue nr an issue t~ ith a Third Party Item that needs to be addressed by the applicable
i'endor. .~s part of the evaluation process, 'I'ri~T'ech will share v~•ith the Client ntn-prapr-ietary
information rclatecl to ilte tlia4.;r:rnsis such as errs:~r messages, database trace infan~r~atittrt and other
inlitrn~atiort that led 'I`riTeclt to tliagnase the Tl~ir-d Party ]'tent as the likely cause and tuhieh may
zrid the C~'lient in seeking zi resolutinrt from the applrcable rTtantrfacturer ar ti'endnr. Far issues
involvin~~ lt~'incic~~~s O.S sofri~~zrre {h~lcr{soft) th~ri 4=enerall, alict the o}~oratiarl c.~l•the Tri~l~ec:h
SotC~vtre and is not caused by a C`]ieatt specific installation. ar caniiguration of tht: C)'S, I ri"Tech
~i11 }cc7rk «ith y9ierosaft tct cal>rdinate tfte resolution. titatlviChstandirtg the above, Tri"I'ech is ttat
anti shall nat 'be a party to such third party ttaintenance agrc,ementa nor shall 'f-ri_Loc17 lta~~c suty
obligatiozY ~~r hahility thereunder.
_ \i11iK ~fY ~Liri'i 1F \ ,?tw }TG I'.L
-
_ C'o~,~i i pit <' ?i i h C,•rl ~~c rr 4„f'..ca; e S~ „e~1~ t .iia~~n .,, ~ i'rsy, sera?ti
'~ I{ ; .~, rt~c cxi urtuc. ~11c copy _ f,; .s».~:; ~ l ~~ l ?alu' ~ta'.fi:
I'.r_:~ ~ ,r'.
250-9
'~.t~ LI11I"I'A'~I'ION OF LIf~\BII.ITY
9.1 ~~l'he total liabi}it~~ t>f Tri"l eef~ fc~r ~nti~ claim or darna~~c ~~risin~ under t3~7is
aE~re::-meat or ren~t~ als tiaer~c~f, w~hcther in cc~ntr~tct» tort, bti~ ~~;°a}r cif 1ndemniCscation car under
statute shall be lir~~ited ic:~ (i) direct damages «hiclt shall not exce~;d the Software Su}~}port fees
paid under this agreement by Client to `~hriTech for the ttivelvz (12} nranth term during which the:
cause of action for such clain~r or darna~~e arose or {ii) ire the case of bodily injr:~ry or property
dam~i`==~ far ~~hicl~ defense and indemnity coverage is provided by TriTcch's insurance carrier{s).
the carerau~e lin~aits of~such insurance.
9.2 IN ti(} EVENT SH~I_.C. TRITEC`II BE I,IABLF., ~~'HE~["HER IN
C"ON'T'RAC:'I' OR IN "I"OR"I`, FOR l_OS'I' PROFI'I"S, LOST SAVINGS, LOST DATA,
LUST OR DAI~IAGE.D SUFTVti'ARE, OR t1NY OTHER CC)NSEQLJENTIAI: OR
INCIDENTA[. D:11~iAGES ARISING U(:T OF THE IJSE O:R NON-USE OF T'HE
TRITEC`FI SUFTtiYa-RE, OR OTHFR~VISE REL:~ITED TO THIS AUREEIvTENT,
RF.GARDi.ESS OF ~~"HF.TIIER TRITECIi IIAD KNOW"LEDGE OF THE POSSIBILITY
OF :1NY SL-C'H I.()SS (}R ll;1.(iIAGE.
I0.0 UISPG"I'E R~:SOi,tiTIUN
} O. I ~I~~he parties desire to resolve certain disputes, controversies and claims arising out
of this a~~reement w°ifht>ut litigation. A~c~~rdingly, the parties agree to use the fflllowin~_>
~.rlten~ative procedi~rre as their sole remedy wwith aspect to any dispute, controversy or claim
arisin~~ tram or relating to this agreement or its hrcacl~. Tl~e term "Dispute" meads atay dispute,
controversy ar clai*n arisin~~ under or related #o this :~~.~reement.
1 f).? :'fit tl~e «ritten request of a party., each }?art)' shall appoint ~~z knowledgeab1e,
responsible representative to meet and nego#izac in good faith to resolve any Ii}isputc arising
under this a,~reerrlent. Tl~e parties intend ttt~tt these negotiations be conducted }primarily by non-
la~vyer, business representatives. {1-Io~ycver, the parties may be assisted by legal counsel in such
negotia[ions.~) "1'he discussi<.>ns shall be left to the discretion of the representatives. t_rpon their
mutual ags-eer~rrent, tl~~c representatives znay utilize other alternative dispute resolution procedures
such as mediation to assist in the negotiations. Discussions and correspondence among the
representatives for purposes of these negotiations shall be treated as confidential inforntation
developed for purposes of settlement, shall be exempt f~~rom discovery and production, ar~d shall
not be admissible in any lawsuit without the concurrence of all parties. Documents idernifed in
or- provided with such communications, which are not prepared for }purposes of the negotiations;
are not so exeniptecl, may be produced in discovery, and may, if othet~v~ise admissible. br:
admitted in widencc in the arlaitration or lawsuit.
101._5 It' tl~e negotiations described above do not resoh~c. the Dispute within sixty ((>()}
days of the initial urrttten reduest, tl~c, Dispute shall be. submitted to mediation under the
Commercial Mediation Rules o.fthe an~erican arbitration association {the '`~ssoc~iation"). 7~he
ti;nm ~r t f ~jc' )e r r j scr Sr .lw€!rs Stir~pi~„ n~~rcee~acru
S 3 U~ (~ tpri_ t '~7rS~ 1`ifec?~ Sutiiaeatt ~tiss~;t» (ca±i~9-. ~a..~. < F,<ar3 reta; ~~
ih2psP~ sne,' }Z i _ _-cetl under .''e er~r~r-~ .h: ia~4~ ~rt .,c [r,itul psi*.e
250-10
mecii:rtor shall b: selected horn the 1}ancl of rrleciiatars of the :~n~ericar~ tlrbitratiort ,~ssociatian
~t'itlt expertise ire computer (a~~ and te;:Mr~c>Ic7gy.
1 tJ.4 I (- t'he C)ispute is not eampletcly resolved in such mediation, either party may
bring, ]c,~al action in f)rartg: Count, C'alif`t>rnia.
I Q b;acM party shall bear its ou~n casts of iMese procedures. ~'~ party seeking
discovery shall reimburse the resl~anding party the reason~bie out-af=packet cost of production
ol~dacurrrer~ts {to include search time and reprtxluctian timi~ casts}.
12.0 SF:~'ER,1B[LIT1'
]f any term, cla~rse, sentence, paragraph, article, srtbseet~ian, section, provision, eanditian
or covenant of this r~,greetnent is Meld to bc~ invalid ar unenforceable, for any reason., it shall not
affect, impair, invalidate ar nullify the remainder of this Agreement, but the effect thereof shall
be conbned to the term, clause, semence, paragraph, art.iele, subsection, sc~ctian, provision,
condition ar covenant of this agreement so adjudged to be invalid or unenforceable.
12.Ca i~C)RC'F; ~I.1JF:I.JREfF X("LS,1BI..E I)FI..AY
`~ierther party shall lie respcansiblc; far (allure to fulfill its obligations he.reur~cler ar liable.
for damages rc;sulting fre~m delay in perfa~~n~anec as a resirlt o#~ ~~ar, fire, strike, riot ar
insur<-ection, natural disaster, dela~~ of ca.rriers< gavertnncntal order ar regulation, complete or'
partial shutdown of plant, un~~tvailability of 1q~ripment ar software from suppliers, defa.rrlt of a
suMcontractor ar venclar to the party if such default arises atrt of causes beyond the reasanabte
control al'sucM subcontractor ar ~°ct~dar, tMe acts or aizl~issians afthe other party, ar its aflicers,
ciircctars, employees, agents, cantractars, or elected afCicials, and%or other occxarrcnces heyand
the party's reasonable contra] {"Eixcttsable Delay" hereunder). In the event. of strclr Excusable
Delay. perfar-rnance shall lze extended on a day for day basis o€: as otMer~cisc reasonably
necessary to compensate far such delay.
13.0 CONS'I'RL'CTION AND IIE:IDINGS
~fhe division of this ;~greernent into sections and the use of headings of sections and
subsections are far convenient reference only a:nd shall riot be deemed to limit, construe, affect,
modify, or alter the meaning of such sections or subsections.
1~.0 ~'VAI~'ER
l 4. I "l~hc failr~rre ar delay of any party to enforce at any tune ar any period of time: any
crl- the pravisic>ns of this Agr~ernent shall not eanstitute a present ar fu'turc wai~~er of such
provisions r.ar the ri~7ht of either party to~ enforce each and ctiery provision.
14.2 ~a term or provision hereof shall be deernecl tivaived and no breach excused
unless such «-giver or consent shall be in writing and signed by the party claimed to l~~ati~e evolved
~artta Arw !xr t)v~srm~er~t Sc,ri~~. -'e Sa~~~r; ~1~~ree~rncnt
+;~ , { -,,,~.~ 7t'inC "E~ri'r'rc3i `;ofl~~.--re ~.,:,~ms C'cinridtnna' & 1'ropriei~.ry
I ; uhf .. K.~-hh -. ~~s~c~§ ans~;c~ ' . ~ ,~st -t ta4+s ~ t the t'itit~d St,i€c
250-11
or cansentctl. Ar7y consent b}~ arz~~ l7arty to, ar tivai'<er alb, a breach by the other, Tether
expres5ecl ar impiieci, shall not constitute a consent to, ~-giver of ar excuse tier any other,
di ffererTt or subseluent breach.
1~,0 E'~TIRE: AC;REE:ItE~°I'
This A~~rc;cmertt and its Adde-;rida o- :'lrnendment(s) represent the entire agreement
bets><een the par•tics hereto and a final cxI?ression of their ~~reements with respect to the subject
rn:ttter- cif this Agreement and supersedes all prior written a4~reemerits, ar•al a:*reemcnts,
rcpr~;scntations, trncle:rstandin`~s ar negotiati~~ns ti~ itl~ respect to the matters covered by this
16.0 APPLICABLE L:1t~'
1xcept to the extent that this Agreemer~rt is governed by the laws ofthe t.Jnited States, Phis
AY=,reemcnt shall be governed, ir~terl~reted and enforced in accordance ~~,~it}i the la~~~s of the State
of California without re~arel to its conflict of l~~tr~~ provisions and not including the t.nited
rations Canvcntion on C'antracts for the Intcrnatianal Sale of Craods if such cor~tventian would
otherwise be applicable.
17.0 :~SSIGN«;tiT
Lnasnxuch as this Agreement is intended to secure the specialized services of Tr-iTeclt,
TriTtch rna}~ not assign, transfer, delegate, or subcontract any interest herein t~•i#hotrt the prior
written consent of the Client, which eonse}nt shall not be unreasonably withheld, and any such
assignment, transfer, delegation or subcontract without the Client's prior written consent shall be
considered null and. ~•oid. ~ merger ar acquisition of all ar substantially all of TriTeeh's assets
shall not he considered an assignment hereunder.
18.0 lVC)TICES
.All r:otices required to be given under Ehis Agreertze;r~t shall be r~tade in w•ritir~g by (i)
first-class mail, postage prepaid, certified, return receipt, (ii} by regularly scheduled overnight
deliv~a-v, (iii) by facsimile or c-mail fi~lknNCd imnzediatelti by first-class mail. «r (iv) by personal
delivery, to the address set Earth below, ar such other address as provided in ti~~ritin<.~, Such
notices shall be clcerned ~~iven three (;)days after mailing <t native ar ono. (1 }day after overnight
delivery thereon.
To Client: To Tri"I'ecl7:
Santa Ana Fire Department "1'r-i"I°cch Software Systems
1 ~ ~r) S. Braacl~vay ~)S(itl Mesa IZirn Road
Santa. Ana, C."A f)??07 San Diaga, Calif: 9?121
.~Clrl: Chief Martin Attn: Christopher D. Maloney,
4;mia ~ :~ l~;i~ 1) , ~~r'[ Scrt£~i~st~c ti~ippttt; A~?r'ee~tc`.rV
~~.33;(»C~.z,,:ri.•. ~ 6i~Ttciiti~,;twa~eSY-.;esr7, f.oriiiale~:S;al6:t'rup»~ctarti~
1 in~tiihl~.he ` k . f ~~ s: ~r~ : d ur~dcr the ~s,p:gr,rh[ lags cad tt?v Lfiitcti :~[,3tes
Pane 1 (o 21
250-12
1'rESidcnt
19.0 GE\ER11. TFR~1S
} 9. I -Phis :~s~rc~~n~~~nt shall he hindi~tz~ on an~I si~~~it1 i~~urc to the benefit cif the h~i~•s,
executors, administrators, successors and assi;ns of the parties hereto, but t~othin€; in this
paragraph shall be construed as a consent to a~~y as-sigt~rnent of this Agreement by either party
except as pr~:~vided in the ASSIGN~'[ENT section of this A4.;reen~ent.
1 ~).? -Phis .~,~~rcer~~L.nt shall not become a hindi~~~? co~~~itract until signed hV an authorized
officer of both patties. antl it is effecti~ e as ofthe date so si<.;ned.
19.~i This AgreEn~~er~t may be executed in any rn~~xtber of identical cormterparts, and
each such. carintcrpart shalt be deEmed a duplicate original thereof.
19,4 The provisions contained herein shall not be constnied in favor of car against
tither part}= because that party or its counsel drafted this Agreement, but shall bE construed. as if
al} parties prepared this Agreen~errt.
19.E ~4'hcnevcr the singular number is used in this Agreement and «-hen required by
the context, the same s}~all include the plural, and the use ~~(' ar~y gencicr, be it masculine,
fcmir~inE e,r neut~:r, shall include all of the genders.
19-6 .~ facsimile of this Agreemcr7t, its Exhibits and amendments, and notices and
documents prepared under this Agreement, generated by a facsimile machine (as well as a
photocopy thereon shat} bE trEated as an origirzal-
SIGNAT(RF PACE 1'Ol..LO'+NS
tiataa ~~,si h•irr 1) n~r;e~c^t1t JUSf's~°ureSi;~p,rt A~~ee=?ieFit
b, t.(lh <'<,p4~€igl~+ . 'A}l}h 1-~il~;x'~ ~;i_i(~.+urs; ~;~-strnas (~o+iiide•:,U.al ~ i'r~>,x,ezar
lEtpuilhltcd: tLi~iu~ i~~ir~t ~ ~3~}t:o~ tLc eo~yri;~ht fay+s a; laic t n:[c~1 Stutc~
250-13
1~7.~ "I'HF. PAR"I'IF: S' ;+~t'CL:I'TA'~C[ IS F.\PRI~:SSI.4' I.IYII"CL~D "TC) THE
"I'ER1'IS Iii?KEOE' 1~Q ~n DIi+Fi":R[?ti"i' OIZ ADI?ITIOVAI. `1'I";Ri~tS C.t)`r'L":1LNED IN
:=1ti~' P(,'RC"It;~Sii: C)RI)F~R. ('O~iE'IR:~1;~`I°It)N C)R 07'HFR~i'RI"L'iNC SLiAI.i. H:~-Y'F
,A1Y C't)RC`E UR EL'Ea'ECT L'NL.1!'.SS E:XI'RF:SSLY AGREFiL3 'Tt} IN l~'RI"I't\G BY'
E:~CLi P.~#RTY.
t;TTES"I`.
1':'~TRTCT.A E. TTFAI:Y
C ierk oCttae Council
APPRC)VT:B AS Tf.) F'(:)R~'VI:
:TC)SEPH lt'. FL)r`I'C~1-iER
City At~tornw
Tay. ~__.....
Laura Shecdv ~ --
:~ssistarat City :1tt~nzcv
REC(7i~I'41EVllEi) F'OR APPROI~`AL,:
~' ~
'vTARC M.A.RTTiti
Fire C'IaitT'
).A.'b'Tf..) N. RF'~Tv1
City ~'Ianager
t:Oi~TRACT{aR
~,
t f i
- ._._._.~....._.m..._.__
CHR STC~T'ETER 1~. Iti~1AL0?vIY
T'resicle:nt
TriTech Software S}~ste~aas
Eatapicryer TD ~ t15387T079
Santa ~n,~ F,~o! Ikparvi-~er,7
4~.ti {th ( , tier ~1~• ~~ triFcel~i tit~l`t~u;id~L Svtetus { onliirra~af A Yropnetar'Y
i,Sr,o~ii~lisf~rd la ~ ~;ci~. ~ i wrc;et itti a+~3}~n~.lr, ;aeas ut t}n I;rritc-d States
}'u~~. i ~ uI ' I
250-14
Sott~.tiare Sup7or~ ,~crri~erncnt
:1DDF~Ufy(1I .~~
SUIf~FOR"I' FEE'S
Si3~pcir-t lees tier i1~e inital term he~7ir~nn;~ .June 1, x()()13 and ondirtg tLVel~ e { l?) rlror~ths
thereafter, hascc3 on thy: "l~ri"I'ecl~ Sof"t~'F~arc licenses clrrrently }reld by Client (listed befo~~•'} arc
511-~.15().i!), irrcfridin{~ ~r~}~lic~~bfe source ec~cle escrow tees.
Prior to the; end of 'il~e then. current support term, and each subsequent annual support terrxl,
`I`ri-,Cech wi11 fon~°ard a~Ya invoice to Client for the annual support fee, ~vf~tic'h fees are snbjc;ct to
increae in accordance c~'ith section 2.? of thrs ~'4rcett7ent. !fin increase in the 7-riTech Soft~~are
licenses granted t<> C'lient tivill result in an increase irr the Softtivare Support fee.
The remittance- address #'or pay~nea~ts anly is:
TriTech Softtitare. Svstcrns
Post ()f`lice 13ir~ ~~ G?I ~~)?
pan 1".v r~-~ Oct rn~r it Se~fttitarc Sis~~urt :~~retrrtcnt
i`.` ~~, z _1~; 7fH~M f*i1'sr't ti„t`:warc 5yitctii. t csr?ticiential ci Yrcrpt:etr~
.. ~ .. ~. ~' '?~'-CSC;t.'l; ?37H.)L 'I1e. Ci+~p4 i5-~1t 1<idFS ~"hc L.}I773C(,~ St3 ti r.
250-15
:lddendut~n .~ (continued)
Product \xrne ! * crt I,iccnses
Yre~ious i..iccn~xs
L`t~!C';~I) t~irc I~:IIi tier°,2r ~inft~'<'are I
L i~iC:\1~ 13a:k-up Seri'er tilaft4~etre [aj I
L'kS3t.:L.I.) I'7F`c' I'.LIB+L`".Orl•;.SI:1tlOk14C)#t~§'are
I'.'1I5 L`lcil kt'. ~OITt~:lr~ ~8~ I
€°,~)I I Iltte'rf4lcc` ~t+ttki'arr 1
F1lph:t ~tItY1C F'i~ Pa~:ang IntCrfat~ SQtt t~:'aTC I
L15I Interface S<af`t~~ttre (a7 I
4I;1A 19S Rac~Ii<~ Interface ~t)ft>,~'<rre 1
I.athatFCenrertt t"~7r:~I~9'~tS lI ttrtert~.ce 5c>f't;tiare 1
t; ~I) to titatik)n Yrttrter ~nltti~are 1
CF'IP.;~ Interface ~oft~~are a~ 1
ProQ.1 Itucrfacz Svtt~~are I
L- aaiC~A[}dire R?~iti Itit~rtace 4r?ft~varc 1
L .,_i > kte I21:iS I. nterptl~•c Sc>'tsiarr ?a) 7
\c~r L.icenses i`rcrnt 33:17
L :siC'.At} t~uickest P.itl) L}ispatch 1
L't51'.\~Ct til`~I.,iItl: d.~1113i~~ I..SiE'ttC I
L'iX1C. :~L) taeU13~C t~rC)SS }Z C'fc i:; iYCC (tai)li1t IS .~k:Ig~rcNr? L'IulIL7Ie I
L'i~tt"'LI.) I:)isl~;rtch dZtilc'~ 11cti3tk9e 1
L ]titt ~[} St )P ~It,slF:,e 1
L~'k`ikC 1.L) Adti~ancrd 1'it`13Cr5 lloclu?c l
L'i~i\et d3rc:>:+~et 1
L']StC`L~) I::St-'fr3ltfl!ItL:~ct'~'t'I'S4't LtleFS;v I
L'kitt.':L [~ I eat:..l.r;3inin_~ i. ser SLL~ I.kcensc 1.
C'tt5tiu?) St'atir}n :1k:rtin~ Itterface 1
l'isi\et ldr)k~il:~ tt) f';L[) Interface 1
l'isi\e^t 'l7tr't'sil! tic•n'er' I
L~i53~~'t L"Ii>I)k'. ~Iflpl7kt7~, '.">C'rl'~. i' I
L't~t\et _\IUhii~ I.3<kL Client License (I~~ 3a
t tsi\et lto~3ic ;ttappitF<= l.kcerrse :+ :LL'C. [d?.a 3;
L'iS?t.~;LI) LC3rTtrCllltil~ ~aS~i:3tC'Irir ~tt7dttd;: I
.~rl'I1FFC Htla~ KC'I30r'tIi]~ Sr^r~,'er I
~itanzlal,I \ t11t'AI} ~1cI~•anc.cc': C.`At) t~:> C':°1I) Interface Licetr~r: 3
fat} rcrtFO~ed frvtn ~Irpportp~. C'licni ie~tluc~t
d'l a,ni~: '~ tat -3~ t)tai ptkr~.Fit~cd Itre itr:~talf ~i s <) L ; , t7\. Ii:l CIF
~4°iIl ~~erit~~y~ thi ntlrnhcr r,f instal'sed ii~enses prior t~-, `(~<) suppa7rt rcrFeti~al.
IIrE [ a ,:re~rt
~' ~ - { rrit ~ ~?,F<?3 t.' I~ncn tinf~t:car,, *~e e[TSV (ankiient~[il ~~ 1'rppr<<•:ur}
.. S~ _., -c,v ., , ., ._ ~.-.~wiAht iau,: <" t"i< l;n t u 5C1tc^
ti: ri ~ai-~ S:a ~ ; ~ \grernxir~t
250-16
~I)DF:~D[.li E3
SnFT`'~~,~RE F:IiROR CnRR~:CTiOV
G['IDFI_I\F,5 ~~VD PROC`F..DCRIS
{I) ~~11 ~r"isi{~'F~D Sc~ftu4trt t~rrars rcpc~rictt t>y C"lierrt empla~~ecs shall he resc~l~~cd as set fartl~
belo~s. lrlitiai respanse by TriTech wi11 be teased uparl ttae ~l~riarity assigned b~,. C'lient's
stapervisar- c}f the C.~I'). Resaltttiorl respanse ~a~iil be lased upon the priartty oinfly agr-ecci aa1 by
"I"ri"I°ech tand C'licnt. Client ~vili spec:it`y a central contact person at each CAD site and. a Client
C::~D caardinator tivlla ~°ill he the fatal point for all C.~D ~tctiE-ity.
f-'t if Client cictc:rmanes a Safttvarc l/rrc7r e.tists, Client sllall inlanechatel~~ natit TriTecll b~
teiephonc. folto~~ed by an errar repast in u~rit:in~~, settin; l~c7rth the dt;fects nc~~te~l ~ti~itll specifrcity~
recluestecl by TriTech. ~otte~,<tre 1"rrors may .also he repart•d ~°ia email io '.
ar t'hraugh -"Lri'I"ech"s Support ~~elsite. ~otc' that C`ritiea] Priority So#tware ~;t~-ars nlust be
reported via telcphoale. `l-he ~~~ritten report must be I`axeci to TriTc:ch tai {8581 -,t)`)_~tJlf).
`t~elephanc. notification will le made to Tri l~ectl's VisiC:'~I:) support line at t (80f)} 1,~'isiC:~L), 1
(48fs? l asaC.'#l-). C')r' f8a8) i~)~)-()Jf).
{i) "'tarallal `l'ectmical Services Hours" ~.r°e >:~()ta.n1. Through ~: ~(1p.n1. {PT%PST}, ~1orlciay
thrauJl Fr-idav, c~cludin~:; holidays. "\annal ~I`ri tech C)fface hours" are 8:3()tz.m. thrau~h
5:3{}l~_m. (PT t'ST), ~9oalday ttlrougll F=riday, e:~citrdirlg hah4lays.
{~1 "t~'he mt:ain support line ~~~ill be t:ns~~~ered ly ar1 au'taanated attendant at all 11tturs. The Ciierlt
can eittlcr rcnlairl on the. line or press ? to transfer to the Technical Sen.~ices I)eptsrtmerlt. if a
t°echnical den-ices rcprest:ntati~e i4 aj,:rilahle, fih~; call ~i•ilI he answered. antl hancllett
iallmcdiately. if alI rc:presenttttives tare btasy. the Client ~~-i11 6e given the option to lea~~e a
a1,c,ssage ar press f} Gera} in the ease of a Critical Priority Prablenl, as eleseribetl below. In the
case of Critical Priority Problenls {as described beh~~t°) the Client shall press zero. .~lll other
prohlern rcpotls ~~ill operate oat a call-back basis al3er lcavin~ a message in the support voice
111ai1t1i):K,
{~?) I)taring ~c)nntal TriTeclr C)ttica= Ilatars. pressing zero ~r ill transfer the caller to the
receptionist ~~~ho :iii1 assist the C'hent. Tt1t' receptionist «i11 use these praceeitares to handle t11e
ca11 appa~apriately, including firxiiaag a Technical Services rcpreserltati~c or «ther p~:rsaalnel to
assist the C'liertt.
{6) after '~'oa-a~1al TriTLch t:)ftice flours, prs:ssing zero s~ i11 transfer the caller to afar enlert;eracy
ans~~~°4ritlg service. ~t'11err ci;uaraet;letl ti? the :,erg ice, the ('liealt st1a11 }~ravade the operator «ith his
or her narlle, oraanizatian naallc, cal]-back number where the `i`ecllnical Services representative
n1a} rcacll the calling party, and a brief description r)f €he prohlenl (iracltzcling, if tzpphcalie, tare
infarrlatioal that causes the isstae to le a. C~'ritical Priority Prohleall).
sa 1r ;s ! > ~;~}Etatarc ti:tn~rin .~~Tri: ";)ezt:
~'. ~ : t,g (~~~ ..~ ~ < rri.au^t'1 4i;3j°4.xar 5~ aGt17~ ',~rti~3ct t~..i ~ti: €'rt>prie[arc
i_~nn :.,h„~7 N ; ,_ cri ~:^~Ecr [iK' cn{~~.~~ i;~w> , ,~ e i. r, .e:.l Stars
Pu_e '; f, ~,. _,
250-17
{?) I.)urin~~ °~t~rr7~Er} `T`echlaicaal Serti~ice.s 1-{arrrs. cacl~ St71tc~~are Lrrur reTzul-t or enhar~ctnrer~t
I-egnest ti~ il} h~ rssi~~neti rIn issue nulnher•. "T`his number should he used fvr all stlhsccltrc;rlt
incr~rirics re}atilr~~ tt~ the ~~riu~~inal Sot~tiare Lrrt>r rel~c~rt. }'rt~hlcr~~s reT~ortct~ tt(ter ~t~rn~al
"}-ec}Inica} Ser-~~ices 1Tcxrrs E+ i}1 be }o_~y~ed and ~ssi<.~r~ed rIn issue nurnher tflc: next business t}ati~.
tS) t:'Eiunt h<Il provide "r'ri'T'ech with a hi`.z}I speed titlta connection (rts n~t7rc fiI}fv defined in the
~-isiC':~D and l'isiNet ~;vstem Planning, Document. inclut}in;.; any strhsequertt updates thereto), a
separate t}ata quality to}ephone modem line and a de;tiicatecl voice line t'n each case, as specifreci
by 1"ri'Tech} to each physical area in tthich a `~ertier car interface egrriprtlent is loc:atecl tv cnahle
l.ri Tech to access, tl_agllosi:, ~aptlate ar instal} :I ~vc~rkaruur~cl to the systcnl. C}lent. shall
additiunal}y provide a .Dice telephone line lvcrrted near such txreas to ally« sit~~ulttlncvtrs voice
aIld data ~tCCt'.SS.
~t)} 1Zeportc;d SOft~~'23re Crrt7rS will be responded td arrd resolved In aCCt7I'danCe ~4'LCl1 the IT1i1tI.1X at
section li) belvt~,° if requested or specifit;rl in the response til~-te criteria helo~~°, z~ TriTech
representative ti~~i}1 return t:he cal} in FI nlannc;r consisten with the privrit}~ anti order in which the
call was received. ~.;Tient xvill make every effort Cv respond to 'I'ri`1"ech in a tili~el}~ fashion when
requests are. n7ade for folivu~-up calls or additiar~al documentation on the reported problem.
(1 U} Priorifics and Su,~pot't Response M1~Iatrix
-T..he fv}lvtivin~~ priority rt~atrix relates to software errors covered by the ~T`ri"I"ech support anti
naaintel~arlce a~reenlent. Causes secondary tt~ ~Iwn-covered causes -such as hardware, nefi~wrk~,
and third party products -arc not inclueled in this priority matrix anti are outside tltt~ scope of this
~;tlppvr-T A<_xreetnent.
Sar is '~ :a k~rt~ fk r is 1r~t'T,a:t~> ~iaj~n~zr, h~rc,'emet~i
~.- ~~a~.'rop z _ _'i~R~rsl~ccr ~,.?-.ar<. ~> ?.;a-~s i si.~~iu;;~srsa SYr=~pnctarc
tlt~~ nla.h~<L rt ° t~ ;,..:.r`, c'd ::ndi [lt' : :, t, hr ':p ~.< ~i~' I ti ett ~,a;es. .
P8 S>s' ': ~~~ ~,f i 1
250-18
I'hc• t~oiCo~rm•~ 2na€n~ ticscriEaes thv E?tinrines tier each rcpcartet~ €~site anti tht: as~c:ci<€ted res}~Eat~sr ttac~l resvl~€tik-,€~
tixncs f~2+r l~iti2C:~it?. ~'i~itict "4iahile. 4~t:~-t'~ct }3t~viccr. aruf Ir',t~r#dce'ti.
Itil(:iI), ~"i4i\[~:'[' 1!()F3i1.F:. ~'itii\F:T i3R()~~SF:R, ~\D t\T'k:lZi•',.k('H:` RF.`iP()\'F: ~T 1TRIt
FritrriE}
I.e~ et 1,~-~_...._.__
(:'ritual C'riUratp
lssuc C~efinitit~st
_M~~ ~~._}~po,, :~ c~~.eerndv~~n c~cnC ishaCh
a~c e~;r:cl} rrr.p.Y~'. ~ ~aarlitti Ut l.ser tU dispztch
c mcrecncq a€tr'> f~his defined ;a the fUllU«~in~~:
• C:1C) Ur 'ti'dahtE~ ~vstc Yn 9o~+~n
• Critical ser~crs anUperatne
• C'om~.letc intern€ptton of call t`akin~ anci`c2r
diswat~h v?t°r.ativns
• Loss Ut data & dt€ta cvrrupsivn.
.} 4i i5 f;iC.t175 tl;'iit onv O!' EnOrC SCI't cr CU€T7}Ji)nCtits
ate c3awt, or €aUr~-tc€nctittr2al diaCthli€7, C:.~C) Ur
'<~tUhi6e tU k:?t<aiUns `t'hese Sofhrvirc tia-ru: :€rs
dct~~ncu in K%~eri r ae ~!, hcloa~
.__._ __ ___. _ ___.. _._n
i LetE(? -- _dx'" ~u,a}xatt: .•~ our S~a,ts+.,*e f r<€r nut
l.tr~ent Priorih~ €t,+~ctin;; :h~ it €tc~ . ' .z {`-itic<tl Priurity_ but
r a~.}€ieh ~cr.F~'. ; ahil~tr eat t"~.crs as
t ditptith cn ~ren.~. ut7n~ Sti€eh err<<is am~ill €~c
I cUns~stcnt a21d net ~_~~iblc.
i
(<~encralie this 2tacan+ that r2~cr J±i^;, 01 (tic s~-stern
('A[7 Ur 'tip,bile. ~~errhsi~ations ,:r~ €ie.,;iti~rcl
i*rpactc~i h* thi c€ro* i'hc~c tir?fttit :rc 4-:rr~a-s ,r,,
{Ictancu ~n ~,tu=r rcrl t•rte ~z, iyctU~x
~,et''el .~ -
Hi~h Yrioriky
Leicl ~ -
1~tec~itun Priorit~~
E3usiness NUUr Sulac?ort: ,4 3~nificttnt Sirft~~-arc
ErrUr neat €nc~tin~ Fe <aitcra of a f'ritiC€3~ a-
t rLe€2t nrim'tt~~_ trot c~-lush its~4 }zr~.=erir t:~e L.a~r
1 ti~v€n ~crForm~nr;~ <t co€nrnon call taking. Ur
di>~7atct ~ t"unc?sun Ouch crr~.rs ti ill he
ctrrrSiStrrt and rt¢xU:tucihlc.
Cacnc;.;ilA Ct1?S iTlean5 t}II€t d7tCf 7J"~a of Fhc 5w~SICm
t~ ;D ~_~: ~9vlailc wUtAsastitsns,ircatc~ati:~cly~
€€t :~_:r~.:, l~~r this error. Thee Sotltesrre E-rrUrs a€u
dc;in~i ,7,i~rc•cital .tare :~, tae~PUZ~
Eat€.~;€ncSt t{our Su~,titart_ .~ SU.t~Earc € 'mar' e;;,.t4w
tra a t€scr i'unc?aan xhic.h dUrsr;ot ~*c.~n? toutinc
sc ofll t ~ti,tena ~a ~€ hit?hEr praer=t~ tiahun a
a,€;on:~t~k aUrka~ut€nd h;€; tacan U- ~, „~ d. Lt el
~ ss"ui'S inch€de r. •ara ir,4calu€2; 2I1 .y}xs Uf
~tstcm.a iri+€€str~atar ti2oct~Un T~hesr 5v>tuarc
L~ro;s ur2 rdcfiu•~ ir, S,raa.c, ti~n!e~ `-l~_ belU;~.
R~pun~e Time
F3u~iness fiU:2rs T~e~et;hUne rails tU a~OE}-~'€sif.'Al~
tarp tYns~+errrl ;rrd nit€naeed as thc~~ conic in n~ith
na .geed for = cu!1 ba:k.
r\''tt r hir~tYr~ Thirtti (±!}1 rni€yute caiiaCl~ a41cr
e€ °nt teleah€trc ecrntact tv ~+{i{'t-b'isiC'AI).
C _. , ~ +rr~ ~,,_ Prtr;ri2v 1 isue~ma.at h. ~.. i~d
in .w ~ ~_1-€saC°.AC) (S(t{i.£,~7.4223> in Urdcr tea
rece2+ \ ChiS Icy el vi res}x€nsc jRc~f€~r tr, S~~ecicrl
1 rr1{~} r3? f1 r 1 3, t~c't«iit 17
E3.- s ~-~F .~ir. Te f'hoYic calES tU ytj. -1 i~it~,•~C1
;~trc~ <~nsn ~~red and r.. rr? ;s they cv~nc ioa with
no r ce~! f u ._ ..,~
Ait<°r Tours: C1ne f i j hour catilback otter client
t~lEaha€a ct},xtact tU i;ts+.a-4'isi~`'ti).
l € m.~r,=, ('ricrr~ity Priorit;~ '? isst2cs- tttus~i k;e ctrllcti7
ire •. ~a }i4)C,~~ rcpt; .A t3 {S:#€'2_g~^.d'~~} =n i>rdert2~
rcce€tic thi I °=~~a1 t~t're,}sUnae t`kr(o~r to SE~cfi~xl
1r.~t~°~; , _ ..1 ? t _
~.~i3u,t.l c:5s iir*ur~ ~E~e IC}?hUnL call; il~ i5{Y{a ~ IS.2C~,.i~i)
a=e anauered &tna9 rmtirs~ ed as ehey ctsme in tivith
nt~ €~e:aaf fUr a salt hack.
\tt<'r Hta€tr: 'I h; EatrUrie~ Uf ssue i> nUt manattcc#
ti€a a`te.€ hours supt*tart jX~fer lrr St:cc ,.! ~Arircts
i E-f _,, F; iorrtz _ Prioriiy 3 issues must tat called rig
i i „ ~ ~:;-~'isi(.':tt) (G)•:) f+~}7.-i?23} in Under to
r~~ ~~~~e tha ia;t~sl ofreSpUnse ~Re'~rrtr; ~{rechrl
t7_: ~.~ -~ `'~~~r.s: "fclephvaae calls tv 8(»t ~ €iC~D
are an.:~.::re:i and dUCUmcntcd a> they came in
++,ti~, na €aard f`or a call hack.
;1 . C i ~:7ir.. ~ ~ :'.1~~ `t 1U. +i ~' Pf k4~ll l" ll €".' 61,i!1,t _: _i
..' h - .''Jrt ~II~Pr°c't' i(> ~~1EEk71 ', r,~ ~.
tiara r t ;s t tt< )i._rt~ ~ .
d j itR f';~~ .._L} .. i {.,, .4at''ua,tt ~. ,... Y i,. _~... ,~ .'tpaYe€;Yn~
~. r2rrub'.. .. K~~ht, rs,.2v_ : _ _., ~ ~~,w, a"tL_ ! 2a~' _"
'aec i*;~at~?
Sc -1a~aac Sut~t~ :! :lrre.,nt•rrt
250-19
r-~- .- --_ .~~ __ ___ .~ .... ....... ..... .__..___... ~_ ----- -~._.__._~._ _
~ Pt7ant~ ~ Isene i3ri3niEia>a ~ 'Rrgpansr `€"im~ j
~ i
i ~ ~
j
+ 3
s~_ t
I.rceY S ~: 1tV~ ne-, tlus~tr 4uppr,rt_ Au tr;icr ~ssftsr<rre t,r B_l,.ir cx~ {,+uet+: lelephonaeslh tu:~p.~-A iSiC;alt
I,os~ Nnesrlt~ <laa.ttnc!rtatitsn cr ut~ n<rt iit c.iixe~a c1r~s c Client ~lre artssser~a anti <Ct~ .u L'ntck: ,!, tite•~.' Ei~ntc in
~~ technical y~sc>hcEn~ ssrattlc 'ze a {~ar`t rst th s :e~.cl uitls np ncx i ts~; .± ~ ~ '~,.ck.
"lhesc Seftsvure c.rsus are detlnesi in .lis~ciu?.~~ue~
'~ helass. _~ftvr TEotr s "l~r - Isri.7°its trf t„ue is ,tot n3unuctesa
',~ seta tsflcr hour, •ait~lx,~t jRt°fer iu Sj;~cc'ra; ~r='fs ';
u~trf.+'
Votr: Business hours far "fri`i"ech custame!• srrs~ite air 5:30am to 5:3Qpm (F'acif"tc "t`imr) an rv~erRdayti ezeludin~ halidaps.
after Hsturs suppaet is affrrrd sceekends, nights and hatidaes,
Priot~ity i -- ~____ ResAlution Proces's
! _ _~_.
i_cvel i _ TnTech ~a.u€ pr<;~,x1E a proms , . .. , . aftcur<sts>n
C.`ritiraT AriuritF ' •,+s7ri~tresunJ 6r a s;otie carrc..iCsa that ..11l~~svs the
I Client to resun:c csT;eration,.
~b"here a w~orl:.rrix:nd allooss the Client to resume
operaticros. the resui*n~ isue ticket a iIl be
i rlAresn~rarietJ ics :t loss°cr support fxtonn= fn that
cttse, 7-riTech swill pros-idc ~! problem rsolut;ott in
[ tits s"crrtt7 ttf ~~n E.~ptvrtrdc c>r iti:>diticatic>n tc> the
Sc>#t~.s'are !n a future upcat~.
t..e4~e13 -
l~r~rttt f'riorit}
Level
~~lQ}t ~~f10 r1t1
l.ewr9 4 -~
~~trdinm Priar[t~
T`riTeeh ss iil prrtsicfc a procedural or canfi~~,urtettor~
ssorkrirounG or a code 4t~rrection that ttllrrn~,c thr
("Itt~nt ±rt elsurs~icr opcratiune.
Rrsolutian 'T'imr
T.~Tccth will ss€~r~ : ~ suou+lv~tnclu :nz:,tt r
htsursj to prc?sii3r thr~ C'Eicnt suith a scjlutiun that
allrns~a ;he {'bent to r~.~.::rtc opcration5.
aria ech ss~iU use it best ct7artG to ~resoisz the i~5ur.
as socYn as po~sb{e and nest rater than i' hours after
nvti~caficn. "I`his escluales problrttts seccsntiary~ to
hardsaare_ nctsavrk, itttrustructure anc r,thcr dtirc3
psrt~ prrxit:ct
Tr feeh ++ill ssstr~ continuou>3}'in:luiii
ht>ut5j to E3tcn~ide the C'ti~nt sslth a ~Qlutran [bait
aIl+~sss the Cftcnt t<~ resurnr ot~eraticsns_
l~`!tcrr,: t! st+rk.uou ,d al4oss~, the Clteni to rc5ulnr t,il~ech sti:Il atic t*~ bc~t cfffsrt~ us rcolsr tfte is,uc
+~,}er:ttions, dhi rc' ul,~nti iti~~se ,i.ket ssai! IaC a~• >ti+t-~ _ ; _tu! nt~t lath [hats :+fi hours s?2er
dossn~:aded in a l+tsscr aupp¢~rt prumrv. In Ghat i nntit3caainn Isis cxcluclas presblcros seront-laru to
casr. Trt Cech Brill pr€sri~e a ~rot~'ent resulut;ern m (htirrisrarr_ aut:, txrk- aiRastnxchtr€ and othc r thtrc?
c ~~~rr; ~~ ~n t;T?s ade <>r r`tC`iltt'1%attO[t trs the I p, -r: }~roa~,:aas
_-- -+ °-:
__~ . pre+~. i~G a procesitlral <sr + ~m~ ,~nra+.~ i~ ~ f s Tech +s<ill =sr~~k to fsta>Ftde tl z C.2;cn; salth ;t
ss ~-,.:nit c_i or a tcs<Te cursr~tit>n [hilt allcs~.. the ~ s~~iuticsn }~ascd upon the priority caf tEtc ssui an:! thu
i ('.ant 's :'c,c;ls~e thG ~roblc-ttt. lfi:hert Weer><ary~ I dctri rind [[rise of suhtnission
asrrcctiGSn of sotiss rrt ?suss svtll h-~ .n titt.,re I
l rcf<ase_
tVhen nrccssal~r~. CPtrecttcrr~ of .~~(;~~. c. 4saas sill t `('n`tech ss~tll ssori: to prt>stde the C'1~cnt ssith a
~,! be was *'utur; re?s;ase- solurlon based upan the prilrrity~ of the issue and fhe
'; ri:stcs ,rand tirn<~ ofuhnrission.
t,rvel 4 - illten nc~cta,ury_ u~rcection cif softss~ar<. ~,,,tts ssi€1
1
l,a~t E'riuritp i !~c in ii.lutre relzasr_
sari 3 ,~~ i' ri I)y'~i1 fl; t;t n=,
l' ~ (,~p~. 1•r c. >!)t rti ;ri he;;h ~ott:~A?'C ~ysLCI?1.9 (~~nfsilcrtl 3 k. Ys~~t>r3att.:~rv
~ ~e; t~ I :< rest r cd ~,~n<le ~ i°;.,.;+~:- ~,f~t iaESS ~~t'the Gni?c~d S;;jti;; .
P:;~c i~~
T~iTech sill ssorii tti provide the L"bent syith a
sc,lutron iSatieit upt~n the priority tai tfsi i,sue anti. the
d~atc aasd turrcr of SuEsmissicsn
f~ uest~r,ns and mtltlirie will he n~an;: =c:G in grdr-
based ux~n tkte date anti titt~t caf Buismtssic~n.
S+)[tit 4 `+np~ +, .'y ~r~er?acr3t
250-20
.5)r ,,, ..,.^r ~-; t.c~ °' 1 - {"ritical Priar t~ ss.uu n zu.~r;: tP r ~,trt•t~ ,tal, ntd'::1 : ~it~na a.rc ~,ctirrc~9 .r- #i~llot~"5~
s 1 -.( \f> ~+~.-tc ~ ..c~~4 t :rtif u~il rori;stati<>us ~i~l{ n~=['tsun~:h ar fitnciiun
i> - E"s<~( \.) Stem incl-u,:?,I~ tau: tc~ dsta corn:}~tac~n ~ause;l k } 1 ri"I"cc'}s tiottsa<rrc.
'tr, r ~stC""1C) i:ef ~ ad ~Archiein `>Er.c- i> do,an an,l ^.ne a}~stcrti i5 cuntigt~rcd ttt rise. ileac I'{sports€t
`l r.er (~ctr ~h4p ch~ nctiru~ {K ~.. Prcrttisc Ht,u>rvl.
ci ! ra~,t cnforcerncttz a ,arc unuhie to scnc4 or ac~c~ve;ustiec t~}uerres {usini; a13 ar ailab(c ntethta~s't_
\r~i\ct 1l.+hile:
a 7 t,c 1'rit+:t llaoilr ~~"sterta es dotin and <alk unit ntohiie deuces aziif not l~7<_~in or tunctiort.
h Inc \ i+ict ~1it}tilc System t in<>t>crF<<t?I~ dtte to data curntption cau~rd by ~I`rt'I"ecit';oi't~+,rare.
\ i~ti',~AL)~V'tsnc~t In[ertaees~
a \ b'isiC::\,) St<atit>n :\lertrn<<° (nterisei is down.
o ,\ \ ei(':1I) Pa~in~ fntert~tcc is noun
_ln intcrfuec used fot~;7crsonne9 rttstcrine is clirti~n.
d \ \C;{C` ~tatc \1esa};e Scrzer(reeords c:hc4k} tntcrface i,::E•stbn isec Special ti'otc »1 section } dl.
,. 4 t='AD t>t C:Ai3 interface ss dcnt~n.
t: :\ mnbi3>r ,attertace f tiil}!- or `~iC)C1 is doiin.
w \'s~t'et k3roe~ser., Visi~et (':\T)Lini and l isitict (IISL.ink:
;t I ~terc ;rc r;~ C:'ritical Yrtvait} t i'r:ority i i i.?sues firr tltcse pro~Iucts.
.S;,,c~i ~^rl ','~~_~~~ ~-' 1\~e~, Eaortal entries. e-rtrarl mcz^sa~rrs to "Su}sftort iitritrch.corn", or fax r tcsst~ges:tre re~~icti~s:d att t}ta nexf
br ,Ines ~!x. ihrre+iuc. nc~ client should ah~~av, use the t~i:ptrortc u> report Letiel I at' ~ problems.
~,<~ ~<<~ 'ti<~ c ==? I?'`h4 ~lirn! ~~..nats zsn a.T< io~ieii:=core°nt ,tn~i trrchirir; number t<a ^.alidate iSStd s,;brnrssior; outside t}1 hutiincs
hours, ;rs€ h ~„stcs n~°4<3 ttr ~e cn'.r.red tia the u~cf; ~!r;rtasl `'then 4atn~ tkrc loch ~ctrtal. szr~tr zekno:F~led~cntints ;:rr sent y~itt
;u. +~Smatc~,l -tttail tcir';in !^.t~o { ~) hours ,a the in~li~~sd~t: I dr ~r,.rtec4 in t;u ticket.
S;nrt t:ai :A7:,~~ b. Lc<el ? • lrtent F'rior~r, issues ntcehn}; the k~rc~ srvus;3i nc>#eci crttcrra acv ~lcfiriat as 3`ollous:
a. ~ r-iC":AI;r "~onan7an' r. _-> arc sc:crcli i•n; ..c~ed ~luc to cute r~fthe tI}ilati~,nt ioniiittons:
t rr:.hlc to er '_ , ,,t}tests -t -,~~ci~~ ~cr itrc t mcrr~r~n.t or tieIrc<Irtlctl c:a~~ t,~l i€t,z >~rct~t i:;,sinz
a '3, af!.. ., .(S j,
i l naibi«: ti ~~ , nt to ara r;~cis:(cnt (using a{1 a~tsil:ablc mcahods}.
rii. l n~ih'se t~ ~_c a unit"s staut, 1'rt~srug all a',ailal~le naetlxxls).
~c t nal ~ ?; ~ -c an mcidcrt (saint rail a'waii::bic -racthoc9s't.
lrtabie ;~ ~.. ^, :rctdeni iniorutat€on needed to dispatch en inctruent {rssin~; ail caisab}c ntcrhods).
1 ,,~:_~ `.fc,bile:
s. ~I~~biiz usrrs ar.• sets,^1~ impacted due *to one at the folio.~'in cr~nditions:
i [ .aalt[e to ~~cceive nett regtoc-^ t;">rsert~ice €i'nm V`i;tC':Af) dus€ng all avt~itat>!e n7e€hods;..
ii. t nape to viett incident infomr.~ s~:, reedecl to dispatch an :netdent to>;n~~ all w.~ailahc ntethtxlsl.
sri. t_au enPnrcemert zucrs are un ' "e +o send or rcecit<c {taSt~cc yucrics rosins; all ttvailuhle rtaethods).
\"si(:':\h- \- isiVei Interfaces:
\ \ ;sit. AD Station ,~lrr*.ing Sntert'ace f.i,ls to procese a statirn a':crt;s5 paa't o1's1 unit ass<vttntcrtt tinr n-u3*iplc
ir,ri~lr~nts loose dis;nosc*d as not Liein±<~ caused ht thu station'::}crtan~ stistent).
b. ;A \ rsit;';~\f) }''a?in x €nt~rface r~peatcdla fails tv ,,rozcss a unit a`scrt as tZart of u unit zs>is;°nrnent (arac~c~
d ,~nvsc+d us not he nb causa:d Etv thy: ptv.nt~ >vstcm or ~endrxrj,
z =1r:.1'yl~r~i i tntcrf`a,cc is dot;ti
ti ~n :vy1rALI interfz~e rcEtc~a=.edty Earls to Itroress intnrrnatron ntto an inctiicnt
c ,l-r interface to ::tt ck ~rn;ai ro c*it:;t :>. t r'~ :,sed to lay m unit4 is Wictttr:
..
f ~\rt ;~~'t, antertuce l~!Is to prt~ccs5 u}xlatcs tnr ar _~ , ar a^„is_
~.
A C.AC7 to t':~I~ intea race re;seatedia fatl•.'n ,rnr_ ~ „ ~f ~tmation ar,;tr ar; incident.
r ~ti mobile ntt mace (~1I3I br \1I)t:; ? ret ~atrdl}" Each to rrtact~s ;ncic9cnt or sta us change ;nfi~rmat;c~n_
\- ,~~t I(*i»tiwc^t, A,,t"rct t':AI)l i..n anu l fsr'wt i ~1?!_snk
^~ -(here arc nt~ E ~r~c~tt f'rjctrity i Pricirstti ?, ~ ,:c`s ;x,r thescr hrr> !~-cry.
`•'{.rcra?:A`r•r~-,',t L.c.~c.1 ~ - t-Ii-~h I'ri<.aritt i-sues itaec.im,~ thr I~reciit.a~lti natec3 crtc^rits are. dcfned ss follot*s
?~ :..1 = i ti?~t a StsP 20°t Avreente:tt
~: _ _ _ :war ti,.'i~r,r,.: i`untide~ s .~: Prn> c.a!~.
1 i i~F;x i t- t , iac~r ~f the . ~t Cc': SCi
Pace Str ~ ..1 I
250-21
.r En,.~c' € .::c atidres~ ~ts~iu.~ria`~ ;rr3c?rzrratour. nut <tut~cla€)"~~ #?rok~lctits ci ;>i ~f~ uata
i, ..:czaatG !zntE rett~r.r,a .:zc!ar`rur,s n<>t • ~c~u°dan to prot•-fist^. ccittt t11S t;at;+
.. l : nt x°?ihty 1c> ctecre~:fa t?r'Er ~r-e i~t' c t €ii=rt ".ate tnfvr'n?n€tien.
ci- € ,c ,n<.b€ltt, tus sertc9 and r~cice :itit i €r;, ~ ~tthzti < 1L). C'AI) n5 tiinhnc, ur 1-tr'~ ~ '~~ '~t~,tzt?c?
c !t :cct€r:i[i r, f~G~rz~zaut~n m tnctdcnt xnci u€,it ~ ~.r. .,c ~: ~piav, that clt~c~ net rracct ti2z~ crt. ..,.: a (r tr„a? isstri>
rti ta'sse f >-ir€~c. 9€ ^~iavo iszeutr ,a~arazn_ ~)
f~ t l;c l'rsi< ~C1 1te~u trn, ~z:ui .~ri a€~ inc ticncr €: du~.,z a x h; Sys c~r; crest etm ?~urcc-1 to uSc t~;t Repartin
t~cr 1~~€ ~ t;I>atchira~ t:rnctions {e ~.. }'€'enase } ~tctrvt
:, I€iaectiratc +i<.ress :~r,;€LaU+.;tt tntG>rrxjation €~ot sc~r»d~?r} ,cr proi?fcros ~~tfit, t,15 tt^.rft
~~'`~~ ± ~. to ~, i~r3c edit ~ remise or ca:ai~Tn note i,at~x7;aufiior!_
c I °~r i ,.~ : tnd attcz ;~co-;•.c test rrus ~`sn,2 {~cithta~ C,~~I~, C~ ~A[? €c7 \1i~b€'_ - 1',~ bt': to S9ap,lc).
w laacc _ . +rr:: ~trwan in rrnvuent isn.~ unit 4r€ct,c tJi;pln~ ..at dry;:, ni)r meet'~r. ~ r a < r.~tcai Is>u~
tL ~ , ,~,, ::-itice cf ~r~lay ohqueuc tivar ones)
a yn :itertas;e dots n r,'.caiti irr;~ ar. ;:tierfaii' nest listed uncicr the cri€riai o; uz,~ent prz<x€ucs
-; L'isi\'et E3rcz4ccr
a. C)atarciarrt,ation.ata~edkw'TnTrc<.Si>it~,~urc+.
t~_ i G`rs€Vet F3?cztvsar t.scr vc unable to erttc^r rcti>w~ rca ~ a, ~~ sere ice ~ t<s tE:e E~3roc*:ser ca(9-tizkiri~; scrtcn (trs€n~;
titB availaiale n~tcthad~sJ
c y y`is€tict I3rc~ticser lacv enFbrcerrcnt user is unable €c~ surn3 \CtCr-date ^~1ess:age Sovtclz queries {tuin~ all
ac;zilabic methacisi and .ides not raetit~ re~~artscs to stag ~~erte5 {#liture produt-t)-
_. mere are n€~ Eiit~ft Prt«rity (Priority ?1 zsue~ for t'isiNci C'~l)Link or y'isiNet CrfSLirr&~,
fi_ L.c~.'c 3 - tlr~h Ps`iort,: iss?res CfU nat iru'It,de code ale rnatntrrtence, c'osmetac, cir>cmnentatxxt, reportirt~, ter 5itttiiar
i)rt>blcr7ts: ~~r tiucr€ia .s c}r :ny z iu,, rcwarclin~ the uper:aion i,f the sdrftteare cur r_~'L:itit~,, and rr~ar,€n~t.
`?,oerrai a'zsre• mb: t.c•ve! -i - 'Medium Yric~ri:y issue; r;~txetin~ the pref rnusly ntrted critt:rra arc dcti€ted ut. foilou~s
l \'tsti':-11) (cr ?,; €zci. ~ i5i\'ct Mobile <ir,c~ i`ii\ ; f3°.n~<er.
a. S~icrrt .Adrrirustrator t!tiltirc
h t itier~ ttt;~cizons sorb ;u Rccai; nr iw1ohil uucr;cr
c i2cPurtiti< ~z€c7rs or ulccalatiatz problem,
d. Intermit€trst ~rrsfa#cros imolcrn .; y',4d'~1L7 ~t.zt ors ,~11c;tir~:, Interface. a l`i~.a_.~,C? Pax €n - :nterfa~e. an
.1~i ~L.,f ,aerface, ,t C'"AD u. t~,y[~} rm ~ ,., c, o:~ a rrt;brlc €ra.trface scrcer t'41C?i cx ~itK )
e. t ir,ts cal prut~l+~~,ris inrt~C~ inst rtthcr on€c `.,ccs_
is ~fi ۥ.sue~ 3rictiirn,~l rsue #t;r C':AC)l.rnk and t:;{til..et;f~.
-#. t ~rel>ro<i:z~,t~'Ic or iratuz *tiaer,! errors tivc§1 tie rat.k~ r€7CU ai ~tediut~t I'rrori?ti~ (f_ere! ~)
S'~ee reri t'nre ~;'. I,mr F'riorrt) Priirr'it~ Sr €~sucs nzectsn~~ thi' frt'i•ti~tousl~~ noted eruena are ticfineci as folaws.
i \il l n tee#~ prxiuei~.
,_ Irrtzinolo}. ,~'ctrc3:nN or r:~i:s~x31€n;~s tsi teat san ?~5rn~ acrd mess:sLes.
b I)ecuntcntaztfon inaecuractes.
.- t, CJStt1C:€3l' 1>SLIE 4.
... {)ues€it)ns or tnquir:cs relatn~t; trx fur;ctror.ali€y, systc~nt administration, or intalfati<zn
~S ~, l - 'a ra,,,•=it tin rtti 3i`,.' Stk^~t ' .i?'ci1Yt4'11
~ ' ' ~ # s~ l _, h ~ r`ttr . :~ ,1c~c, c ~ts;drnt~.ll c6''. !'r:,tite~_;arv
C ~ _ C : > rc~rrr.a _ .. .. ,hC .. Su~S ^s C'ruu, 5 .:ECs
P~~_ +v
250-22