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Priority <br />Resolution Process <br />.Resolution Time <br />Priority 2 — <br />TriTech will provide a procedural or configuration <br />TriTech will work continuously (including after <br />Urgent Priority <br />workaround or a code correction that allows the <br />hours) to provide the Client with a solution that <br />Client to resume normal operations on the <br />allows the Client to resume normal operations on <br />production system. <br />the production system. <br />TriTech will use commercially reasonable efforts to <br />resolve the issue as soon as possible and not later <br />than 36 hours after notification. <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 />• State and Federal mandates relating to justice queries and reporting change from time to time. The following changes are <br />considered covered support items. <br />A. Modifications to installed Uniform Crime Reporting (UCR) Program or National Incident Based Reporting System <br />(NIBRS) facilities within the Inform RMS Licensed Software, as necessary, in order to accommodate Government <br />Mandated Changes dictated by State and Federal agencies having authority over these programs. <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 I of 24 <br />