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Priority <br />Issue Definition <br />Response Time <br />Urgent Priority issues, meeting the previously noted criteria, are defined as follows: <br />1. Inform CAD: <br />a. Inform CAD users are severely impacted due to one of the following conditions: <br />I. Unable to enter new requests for service via the emergency or scheduled <br />call -taking. <br />ii. A user is unable to verify an address from within the emergency or <br />scheduled call -taking screen. The inability to view/edit premise or caution <br />note information. <br />iii. The inability to send and receive text messaging (within CAD, or CAD to <br />Mobile). <br />iv. The system does not perform unit recommendations. <br />v. Inability to assign a emit to an incident. <br />vi. Inability to change a unit's status. <br />vii. Inability to close an incident. <br />viii. Inability to view incident information needed to dispatch an incident. <br />ix. Disaster Recovery System, following a test failover is inoperable for <br />more than one (1) business day <br />2. Inform Mobile: <br />a. Inform Mobile users are severely impacted due to one of the following conditions: <br />i. Inability to receive new requests for service from TriTech CAD. <br />ii. Inability to view incident information needed to dispatch an incident. <br />iii. The inability to send and receive text messaging (CAD to Mobile, or <br />Mobile to Mobile). <br />iv. Inability to enter a traffic stop or on -view incident. <br />v. The inability to view premise or caution note information. <br />vi. Disaster Recovery System, following a test failover is inoperable for more <br />than one (1) business day. <br />1 Inform CAD/Mobile Interfaces: <br />a. An Inform CAD Station Alerting Interface is down or Inform CAD Station Alerting <br />Interface repeatedly fails to process a station alert, as part of a unit assignment, or if <br />there is a reoccurring significant delay in the interface processing a station alert as <br />part of a unit assignment (once it is diagnosed that is not being caused by the station <br />alerting system). <br />b. An Inform CAD Paging Interface is down. <br />c. An interface used for personnel restering is down. <br />d. A CAD -to -CAD interface is down or repeatedly fails to process information into an <br />incident. <br />C. An Inform CAD Paging Interface repeatedly fails to process a unit alert as part of a <br />unit assignment <br />I. An ANI/ALI interface repeatedly fails to process information into an incident <br />g. An interface to an external restoring system used to logon units is down. <br />h. An AVL interface fails to process updates for over 50% of units. <br />i. A mobile interface (MDT or MDC) repeatedly fails to process incident or status <br />change information. <br />j. A Standard CAD to External System Incident Data Transfer Interface License <br />(RMS) is down. <br />4. Inform Browser: <br />a. Inform Browser is down and no workstations are able to login (unrelated to the <br />Customer Network) <br />5. GISLink: <br />There are no Urgent Priority (Priori[ 2) issues for this product. <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 5 of 24 <br />