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Inform CAD, Mobile, Browser, Interfaces, and GIS Link Issue Definition and Response <br />Matrix <br />' Priority <br />Issue Definition <br />Response Time <br />Priority 1 — <br />24x7 Support for live operations on the <br />Normal Customer Service Hours: Telephone calls <br />Critical Priority <br />production system: A system down event which <br />to 800, 987.0911 will be immediately answered <br />severely impacts the ability of Users to dispatch <br />and managed by the first available representative <br />emergency units. This is defined as the following: <br />but not longer than 5 minutes. <br />• Inform CAD, Inform Mobile, or Interfaces <br />After Normal Customer Service Hours: Thirty <br />are down as further defined below. <br />(30) minute callback after client telephone contact <br />• Critical servers inoperative, as listed below. <br />to 800. 987.0911. <br />• Complete interruption of call taking and/or <br />dispatch operations <br />Priority 1 issues must be called in via 800. <br />• Loss of transactional data & data corruption <br />987.0911 in order to receive this level of response. <br />This means one or more critical server <br />components are non-functional disabling Inform <br />CAD or Inform Mobile workstations. These <br />Software Errors are defined below. <br />Priority 1 - Critical Priority issues meeting the previously noted criteria are defined as follows: <br />1. Inform CAD: <br />a. The Inform CAD System is down and all workstations will not launch or function. <br />b. The Inform CAD System is inoperable due to transactional data corruption caused by <br />TriTech Software. <br />C. The Inform CAD Reporting and Archiving Server is down and the system is configured to <br />use the Reporting Server for dispatching functions (e. g., Premise History). <br />d. Law enforcement users are unable to send or receive justice queries (this priority applies if <br />the functionality is available through no other available methods within the TriTech <br />software). <br />2. Inform Mobile: <br />a. The Inform Mobile System is down and all unit mobile devices are unable to log in or <br />function. <br />b. The Inform Mobile System is inoperable due to transactional data corruption caused by <br />TriTech Software. <br />C. Law enforcement users are unable to send or receive justice queries (this priority applies if <br />the functionality is available through no other available methods within the TriTech <br />software). <br />3. Inform Browser, and GISLink: <br />a. There are no Critical Priority (Priority 1) issues for these products. <br />Santa Ana System Purchase and Support Agreement— Addendum E <br />Copyright © 2015 TriTech Software Systems <br />Unpublished: Rights reserved under the copyright laws of the United States <br />Page 3 of 24 <br />