Item 13 - Agreement for Jail Management System Maintenance

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Reporting Frequency for Severity Expected More Complex Level Description IF Resolution Issues Level 1 The problem affects live operation and 4 hours. Every 4 business demands immediate attention. Normal service hours. has been disrupted. Business risk is high. Customer receives a status report within the first hour. Level 2 Affects production systems and demands Within 2 working Every 4 business immediate attention. Live operation is still days. hours. possible at this time. Business risk is moderate to low. Customer receives a status report within the first 4 hours. Level 3 Low impact. Live operation is not affected. Within 5 working Does not apply. Business risk is low. Customer receives a status days. report within 1 working day. Level 4 Low to minimal impact. This involves system According to the Does not apply. enhancements, upgrades, and minor problems order of not affecting production. importance in the queue. In the event that ATIMS receives a high volume of simultaneous PSS requests, client requests will be prioritized by severity level and by the order in which incidents are reported. Appointing a Primary Contact and Alternate Contact To optimize the process of providing services and support, ATIMS requires clients to designate a primary contact person and an alternate contact person to become the authorized contacts who submit support and service requests to ATIMS. Authorized contacts should be entered in the section "Authorized Contacts for Professional Services and Support Requests" on page 12 in this document. Support Methods Remote Diagnostics ATIMS uses GoToMeeting to perform remote diagnostics and support. ATIMS uses remote diagnostics to help identify and isolate suspected software, solution errors or malfunctions. Should you require that ATIMS use a different remote diagnostics software or service (such as LogMeln, ShowMyPC, etc.), you must provide access to the required software or service at no cost to ATIMS. ATIMS will make every effort to comply with the security requirements of the customer. Any security configurations that are required to achieve remote connectivity and/or access to your computer network will be used only to diagnose the error or malfunction. ATIMS Professional Services and Support 2025 1 Page 5 of 15 ATIMS reserves the right to change or delete any or all of the professional services described in this manual without further notice. ATIMS reserves the right to provide fixed -bid quotations for requested services.