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<br />3.3 Problem management flow <br /> <br />'-' <br /> <br />The Public Safety Answering Point Supervisor (the "PSAP Supervisor"), as appointed by <br />the Customer, shall place a call to Positron's Call Center at 1-800-361-2596 to report a <br />trouble. First level support technicians shall be accessible twenty-four (24) hours a day, <br />seven (7) days a week. Should the first level support technician not be able to resolve the <br />trouble and require assistance, he/she may escalate the problem to Positron's second level <br />support technician. Should the second-level support technician be unable to resolve the <br />problem, the problem shall be further escalated to the engineering department. The <br />trouble ticket is closed only with the agreement of the Customer's PSAP Supervisor. <br /> <br />3.3.i interface to the Customer Site <br /> <br />In order to provide the agreed level of support, Positron's technicians shall require <br />access to the Site. Methods of access are as described in the following sections. <br /> <br />'-' <br /> <br />(a) Remote Connection <br />Positron's requires that the Customer provide an exclusive dial-up POTS (Plain <br />Old Telephone Service) line or VPN tunnel to allow for remote diagnostics and a <br />modem for establishing the remote access by Positron so that Positron technicians <br />may remotely login to the System. Positron technicians may need remote access <br />to the System to analyze the System configuration, aid in problem analysis or to <br />modify the System configuration for a problem work-around. Remote access may <br />also be used for transmission of Software updates to the Customer. Remote <br />access must be available twenty-four (24) hours a day, seven (7) days a week. <br /> <br />Positron's request to halt any System functionality shall require the PSAP <br />Supervisor's approval. Positron shall not perform any service-affecting activity <br />without informing the PSAP Supervisor in advance and receiving proper <br />authorization. <br /> <br />Positron recognizes the need for security of remote access facilities. Positron <br />shall work within the Customer's security guidelines whenever possible. If the <br />Customer's remote access facility is dysfunctional, Positron shall not be held <br />liable for response times. <br /> <br />(b) Access to Site <br />The Customer shall provide Positron's personnel or its local service provider with <br />full access to the Site at all required times. <br /> <br />'-' <br /> <br />