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<br />Positron recognizes the need for security of remote access facilities. Positron shall work within <br />the Customer's security guidelines whenever possible. If the Customer's remote access facility is <br />dysfunctional, Positron shall not be held liable for response times. <br /> <br />(b) Access to Site <br />The Customer shall provide Positron's personnel or its local service provider with full access to <br />the Site at all required times. <br /> <br />3.3.2 Severity levels <br /> <br />Severity Targeted Call <br />Level Description Center response <br /> time <br /> Product failurelLoss of service 15 minutes <br /> This class of problem is service affecting and deemed an on-going critical <br /> problem which requires immediate action. "Service affecting", where <br />1 service is lost, means the PSAP is unable to properly perform its duties <br /> and no work-around is available. <br /> Severity level 1 problems would involve a System failure and a major loss <br /> of functionality that renders part of or an entire System inoperable; e.g. <br /> loss of voice, loss of TOO, inability to transfer calls. <br /> Severely impaired functionality (more than 50%) 1 hour <br /> This class of problem is feature affecting and deemed an on-going <br /> problem that requires immediate action. "Feature affecting" means loss of <br />2 a feature that limits the ability of a Site to perform their duties while the <br />core abilities are unaffected. <br /> Severity level 2 problems involve the failure or loss of functionality of a <br /> non-critical functional componenUfeature while the System itself remains <br /> operable. <br /> Non-critical system failure (less than 50%) Same day <br />3 This class of problem requires action from the Call Center within a short <br /> time. Severity Level 3 problems may cause performance degradation or <br /> system components to malfunction. <br /> Minor Issue No later than <br /> next Business <br />4 This class of problem is non-service affecting and includes problems such Day <br />as incorrect operation of a minor functionality or System component that is <br /> infrequently used, and problems that have feasible work-arounds <br /> available. <br /> Information only No later than <br /> next Business <br />5 Call Center provides general information on functionality or system Day <br /> component. <br /> <br />3.4 Exclusions for Support Service <br /> <br />CHANGE ORDER #2 to Computer Aided Dispatch Purchase Agreement A-2004-229 <br />EXHIBIT F-1 - IQlCAD System Master Support Agreement <br /> <br />Page 113 of 149 <br /> <br />f <br /> <br />