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Northrop Grmrmnan Public Safety Inc. Proprietary <br />Contains Trade Secrets and Information which is <br />Commercial or Financial, and Privileged or Confidential. <br />NORTHROP GRUMMAN PUBLIC SAFETY, INC., SOFTWARE <br />MAINTENANCE SUB -AGREEMENT <br />modem or the appropriate transport media, all at the option of PSI. Customer <br />shall provide installation, distribution, support or access as may be reasonably <br />required to successfully install the changes. <br />3. PROBLEM REPORTING <br />Problems are logged into PSI's problem tracking system and the Customer is given a <br />problem ticket number. The call is prioritized based on what is being reported, and how <br />serious the Customer perceives the problem. Priority one problems receive immediate <br />attention and are worked continuously until resolved. Priority two, three and four calls are <br />placed in the queue, assigned to programmers and are addressed based on order received <br />and priority. Customers may escalate problems to the CSG Service Manager if they feel <br />they are not being addressed in a timely manner. The following are PSI's prioritizations: <br />Priority One: Critical <br />Guaranteed response time of 4 hours: worked immediately and continuously until <br />resolved <br />• Complete system outage (system down) of a major application <br />o Computer Aided Dispatch <br />o Message Switching System <br />o Records Management System <br />o Mobile Data Computing System <br />• Database failure to the point of inoperability <br />Priority Two: High <br />Guaranteed response time of I business day <br />• Workstation failure where there is no alternate workstation for that functionality <br />• Loss of communications with the mobile data controller, other than such loss due to <br />malfunction occurring outside of the PSI system; system response times doubling <br />and continuing beyond fifteen (15) minutes, other than such doubling due to <br />malfunction occurring outside of the PSI system. <br />Priority Three: Medium <br />Guaranteed response time of 3 business days <br />Minor problems that do not prevent the users from performing their job, but there is <br />no reasonable work -around. <br />Priority Four: Low <br />Guaranteed response time of S business days <br />• Minor problems that do not prevent the users from performing their job, but there is <br />a reasonable work -around. <br />• Informational. <br />Document Prepared 03/16/04 SMK0304.doc Page 2 <br />