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Priority <br />- Resolution Process <br />Resolution Time <br />Priority 3 - <br />TriTech will provide a procedural or configuration <br />TriTech will work to provide the Client with a <br />High Priority <br />workaround that allows the Client to resolve the <br />resolution which may include a workaround or <br />problem. <br />code correction within a timeframe that takes into <br />consideration the impact of the issue on the Client <br />and TriTech's User base. Priority 3 issues have <br />priority scheduling in a subsequent release. <br />Priority 4 — <br />If TriTech determines that a reported Medium <br />TriTech will work to provide the Client with a <br />Medium Priority <br />Priority error requires a code correction, such <br />resolution which may include a workaround or <br />issues will be addressed in a subsequent release <br />code correction in a future release of the software. <br />when applicable. <br />Priority 4 issues have no guaranteed resolution <br />time. <br />Priority 5 — <br />Low Priority issues are logged by TriTech and <br />There is no guaranteed resolution time for Low <br />Low Priority <br />addressed at the company's discretion according to <br />Priority issues. <br />TriTech's roadmap planning process. <br />Additional Information: <br />• Disaster Recovery and Training CAD/Mobile Systems do not generally qualify for after Normal Customer Service Hours <br />support. This would change if the Production System has failed over to the Disaster Recovery System or following a test <br />failover it is inoperable for more than one (1) business day, TriTech will work to resolve the problem according to the <br />Priority 2 response and resolution criteria included above. <br />• Modifications to installed TriTech CAD/Mobile Licensed Software that operates with State and National Criminal Justice <br />Information Systems (State CJLS/NCIC) systems to accommodate Govermnent Mandated Changes dictated by State and <br />Federal agencies having authority over these programs. <br />Santa Aria 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Unpublished: Rights reserved under the copyright laws of the United States 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 7 of 24 <br />