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This matrix defines the support issues, response times and resolutions for the Client's licensed <br />TriTech.com software application. <br />Note: Normal Customer Service Hours are 7:30am to 7:30pm (Central Time) on weekdays <br />excluding holidays. Support after Normal Customer Service Hours is offered weekends, <br />nights and holidays for Critical Priority issues only. Critical Priority (Priority 1) issues <br />should always be reported via telephone at 800-987-0911. <br />Software Errors for other than Critical Priority may be reported via the web portal: TriTech.com; <br />or email: CH_ ClientServicesTriage@tritech.com. <br />Priority - <br />Priority Definition <br />Response Times <br />Priority 1- <br />24X7 Support for live operations on <br />Normal Customer Service Hours: Telephone <br />Critical <br />the production system. This is <br />calls to 800.987.0911 will be answered <br />Priority <br />defined as the following: <br />immediately and managed by the first available <br />• The TriTech.com IQ server <br />representative but not longer than 5 minutes. <br />is down and all workstations <br />will not launch or function; <br />After Normal Customer Service Hours: Thirty <br />the Client is experiencing <br />(30) minute callback after client telephone <br />complete interruption of <br />contact to 800,987.0911. <br />ability to do perform <br />queries. <br />Priority 1 issues must be called in via <br />• The TriTeeh.com IQ system <br />800.987.0911 to receive this level of response. <br />is inoperable due to data <br />loss or corruption caused by <br />TriTech Software <br />This means that one or more TriTech <br />server components are down or <br />inaccessible, disabling all usability of <br />Client's TriTech.com workstations <br />These Software Errors are defined <br />below. <br />Priority 1, Critical Priority issues meeting the previously noted criteria for TriTech.com <br />IQ are defined as follows: <br />a. The TriTech.com IQ server is down and all workstations will not launch or <br />function; the Client is experiencing complete interruption of ability to do <br />perform queries. <br />b. The TriTech.com IQ system is inoperable due to data loss or corruption caused <br />by TriTech Software <br />Santa Ana System Purchase and Support Agreement - Addendum F <br />Copyright © 2015 TriTech Software Systems <br />Unpublished: Rights reserved under the copyright laws of the United States <br />Page 15 of 20 <br />