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Priority <br />Priority Definition <br />Response Times <br />Priority 2 — <br />Normal Customer Service Hours <br />Normal Customer Service Hours: Telephone <br />Urgent <br />Support: A serious software error <br />calls to 800.987.0911 will be answered and <br />Priority <br />with no workaround and not meeting <br />managed by the first available representative but <br />the criteria of a Critical Priority, but <br />not longer than 5 minutes. <br />which severely impacts the ability of <br />Users from performing a common <br />Priority 2 TriTech.com IQ issues are not <br />function. Such errors will be <br />managed after Normal Customer Service Hours. <br />consistent and reproducible. <br />Generally this means that a <br />significant number of the system <br />TriTech.com IQ workstations are <br />negatively impacted by this error <br />(e.g. does not apply to a minimal set <br />of TriTech.com IQ <br />workstatiions).These Software Errors <br />are defined below. <br />Priority 2, Urgent Priority issues meeting the previously noted criteria for TriTech.com <br />IQ are defined as follows: <br />a. The TriTech.com IQ System has a serious Software Error that severely impacts <br />the ability of Users to perform critical work functions. Such errors will be <br />consistent and reproducible. <br />b. The TriTech.com IQ system is unable to generate and render reports. <br />Priority 3 - <br />Normal Customer Service Hours <br />Normal Customer Service Hours: Telephone <br />High Priority <br />Support: A Software Error not <br />calls to 800.987.0911 will be answered and <br />meeting the criteria of a Critical or <br />managed by the first available representative. <br />Urgent Priority, which has a <br />workaround available, but which <br />Priority 3 TriTech.com IQ issues are not <br />does negatively impact the User from <br />managed after Normal Customer Service Hours. <br />performing common TriTech.com IQ <br />system functions. Such errors will be <br />consistent and reproducible. <br />• TheTriTech.com IQ system <br />is unable to transfer data <br />from external system to IQ <br />• The TriTech.com IQ system <br />update causing system <br />functions to be inoperative <br />with no workaround <br />A significant number of TriTech.com <br />IQ workstations are negatively <br />impacted by this error (e.g., does not <br />apply to a minimal set of <br />workstations). <br />Santa Ana System Purchase and Support Agreement — Addendum F <br />Copyright © 2015 TriTech Software Systems <br />Unpublished: Rights reserved under the copyright taws of the United States <br />Page 16 of 20 <br />