HomeMy WebLinkAbout25C - AGMT - COMPUTER AIDED DISPATCHREQUEST FOR
COUNCIL ACTION
CITY COUNCIL MEETING DATE.
NOVEMBER 17, 2015
TITLE:
AGREEMENT WITH TIBURON, INC,
FOR COMPUTER AIDED DISPATCH
SYSTEM MAINTENANCE
{STRATEGIC PLAN NO. 11 3A)
CITY MAN ER
RECOMMENDED ACTION
CLERK OF COUNCIL USE ONLY:
rAYNr*
•t
❑ As Recommended
❑ As Amended
❑ Ordinanuo on 1" Reeding
❑ Ordinance an 2" Reading
❑ Implementing Resolution
❑ Sat Public Hearing For
CONTINUED TO
FILE NUMBER
Authorize the City Manager and the Clerk of the Council to execute a one -year agreement with
Tiburon, Inc, for the period of December 1, 2015 to November 30, 2016 to provide software
maintenance and support services In an amount not to exceed $44,159, subject to non-
substantive changes by the City Manager and City Attorney.
s w
The Santa Ana Police Department utilizes a computer aided dispatch (CAD) system called
IQ /CAC) to manage field activity including calls for police service and activity of field personnel.
This mission critical system connects the community's needs for police services with City
resources. It Is also vital In protecting the safety of pollee personnel. Due to the essential nature
of this system, the City contracts with Tiburon, Inc, to maintain and support this system as
needed on a 24/7 'basis. Tiburon owns the licenses for this software and Is the only company
able to support this system. The current contract for maintenance expires November 30, 2015.
This agreement in the amount of $44,159 will continue that maintenance for the period of
December 1, 2015 through November 30, 2016.
Staff recommends continuing this maintenance in order to ensure the ongoing operation of the
IQ /CAD computer aided dispatch system. This maintenance agreement will be eliminated once
the Police Department integrated software system is implemented.
25C -1
Amendment to Agreement with Tiburon, Inc.
November 17, 2015
Page 2
STRATEGIC PLAN ALIGNMENT
Approval of these items assists the City in meeting Goal #1 Community Safety, Objective #3
(promote fiscal accountability to ensure financial responsibility at all levels of the organization),
Strategy A (Continuously evaluate and assess fiscal aspect of service delivery to ensure that the
Police Department provides programs and services efficiently and effectively.)
FISCAL IMPACT
Funds for this agreement are available in the Police Department's Criminal Activities — Treasury
account (no. 02614455 62300).
Exhibit: 1. Agreement
APPROVED AS TO FUNDS AND ACCOUNTS:
Francisco Gutierrez
Executive Director
Finance & Mgmt. Services Agency
25C -2
CONSULTANT AGREEMENT
THIS AGREEMENT, made and entered into this 17th day of November, 2015 by and
between Tiburon, Inc., a Virginia corporation with its principle place of business at 30000
Executive Parkway, Suite 500, San Ramon, California, 94583 (hereinafter "Tiburon" and /or
"Consultant "), and the City of Santa Ana, a charter city and municipal corporation organized and
existing under the Constitution and laws of the State of California (hereinafter "City and /or the
Client "), hereinafter collectively referenced as "the Parties."
RECITALS
A. In 2005, City purchased a computer aided dispatch (CAD) system from Tiburon
which requires ongoing maintenance and support.
B. The City desires to retain a consultant having special skill and knowledge in the field of
providing the City with ongoing maintenance and support services relating to the Police
Department CAD system.
C. In umdertaking the performance of this Agreement, Consultant represents that it is
knowledgeable in its field and that any services performed by Consultant tinder this
Agreement will be performed in compliance with such standards as may reasonably be
expected from a professional consulting firm in the field.
NOW THEREFORE, in consideration of the mutual and respective promises, and subject to the
terms and conditions hereinafter set forth, the parties agree as follows:
1. SCOPE OF SERVICES
Consultant shall perform those services as set forth in Exhibit "A" to this Agreement
( "Maintenance Renewal for Santa Ana, CA, ") attached hereto and incorporated by reference.
2. COMPENSATION
City agrees to pay, and Consultant agrees to accept as total payment for all services
provided by Consultant to City, the rates and charges identified in Exhibit "A" ( "Maintenance
Renewals ") to this Agreement, which is attached hereto and incorporated by reference. The total
sum to be expended Haider this Agreement shall not exceed $ 44,159.00 during the tern of this
Agreement.
TERM
This Agreement shall commence on the date first written above and terminate on
November 30, 2016, unless terminated earlier in accordance with Section 12, below.
25C -3
4. INDEPENDENT CONTRACTOR
Consultant shall, during the entire term of this Agreement, be construed to be an
independent contractor and not an employee of the City. This Agreement is not intended nor
shall it be construed to create an employer - employee relationship, a joint venture relationship, or
to allow the City to exercise discretion or control over the professional manner in which
Consultant performs the services which are the subject matter of this Agreement; however, the
services to be provided by Consultant shall be provided in a manner consistent with all
applicable standards and regulations governing such services. Consultant shall pay all salaries and
wages, employer's social security taxes, unemployment insurance and similar taxes relating to
employees and shall be responsible for all applicable withholding taxes.
5. INSURANCE
Prior to undertaking performance of work under this Agreement, Consultant shall
maintain and shall require its subcontractors, if any, to obtain and maintain insurance as
described below:
a. Commercial General Liability Insurance. Consultant shall maintain commercial
general liability insurance naming the City, its officers, employees, agents, volunteers and
representatives as additional insured(s) and shall include, but not be limited to protection against
claims arising from bodily and personal injury, including death resulting therefrom and damage
to property, resulting from any act or occurrence arising out of Consultant's operations in the
performance of this Agreement, including, without limitation, acts involving vehicles. The
amounts of insurance shall be not less [ban the following: single limit coverage applying to
bodily and personal injury, including death resulting therefrom, and property damage, in the total
amount of $1,000,000 per occurrence. Consultant shall supply City with a fully executed .
additional insured endorsement in substantially the form attached hereto as Exhibit "B" upon
execution of this Agreement and shall be approved in form by the City Attorney.
b. Business automobile liability insurance, or equivalent form, with a combined single
limit of not less than $1,000,000 per occurrence. Such insurance shall include coverage for
owned, hired and non -owned automobiles.
c. Worker's Compensation Insurance. In accordance with the provisions of Section 3300
of the Labor Code, Consultant, if Consultant has any employees, is required to be insured against
liability for worker's compensation or to undertake self - insurance. Prior to commencing the
performance of the work under this Agreement, Consultant agrees to obtain and maintain any
employer's liability insurance with limits not less than $1,000,000 per accident.
d.. If Consultant is or employs a licensed professional such as an architect or engineer:
Professional liability (errors and omissions) insurance, with a combined single limit of not less
than $1,000,000 per claim.
25C -4
e. The following requirements apply to the insurance to be provided by Consultant
pursuant to this section,
(i) Consultant shall maintain all insurance required above in full force and
effect for the entire period covered by this Agreement.
(ii) Certificates of insurance shall be furnished to the City upon execution of
this Agreement and shall be approved in form by the City Attorney.
(iii) Certificates and policies shall state that the policies shall not be canceled
or reduced in coverage or changed in any other material aspect without
thirty (30) days prior written notice to the City,
f. If Consultant fails or refuses to produce or maintain the insurance required by this
section or fails or refuses to furnish the City with required proof that insurance has been procured
and is in force and paid for, the City shall have the right, at the City's election, to forthwith
terminate this Agreement. Such termination shall not affect Consultant's right to be paid for its
time and materials expended prior to notification of termination. Consultant waives the right to
receive compensation and agrees to indemnify the City for any work performed prior to approval
of insurance by the City.
6. INDEMNIFICATION
Consultant agrees to and shall indemnify and hold harmless the City, its officers, agents,
employees, consultants, special counsel, and representatives from liability; (1) for personal
injury, damages, just compensation, restitution, judicial or equitable relief arising out of claims
for personal injury, including death, and claims for property damage, which may arise from the
direct or indirect operations of the Consultant or its contractors, subcontractors, agents,
employees, or other persons acting on their behalf which relates to the services described in
section 1 of this Agreement; and (2) from any claim that personal injury, damages, just
compensation, restitution, judicial or equitable relief is due by reason of the terms of or effects
arising from this Agreement, This indemnity and hold harmless agreement applies to all claims
for damages, just compensation, restitution, judicial or equitable relief suffered, or alleged to
have been suffered, by reason of the events referred to in this Section or by reason of the terms
of, or effects, arising from this Agreement, The Consultant further agrees to indemnify, hold
harmless, and pay all costs for die defense of the City, including fees and costs for special
counsel to be selected by the City, regarding any action by a third party challenging the validity
of this Agreement, or asserting that personal injury, damages, just compensation, restitution,
judicial or equitable relief due to personal or property rights arises by reason of the terms of, or
effects arising from this Agreement. City may make all reasonable decisions with respect to its
representation in any legal proceeding.
CONFIDENTIALITY
If Consultant receives from the City information which due to the nature of such
information is reasonably understood to be confidential and/or proprietary, Consultant agrees
that it shall not use or disclose such infonnation except in the performance of this Agreement,
and further agrees to exercise the same degree of care it uses to protect its own information of
25C -5
like importance, but in no event less than reasonable care. "Confidential Information" shall
include all nonpublic information. Confidential information includes not only written
information, but also information transferred orally, visually, electronically, or by other means.
Confidential information disclosed to either party by any subsidiary and /or agent of the other
party is covered by this Agreement. The foregoing obligations of non -use and nondisclosure
shall not apply to any information that (a) has been disclosed in publicly available sources; (b) is,
through no fault of the Consultant disclosed in a publicly available source; (c) is in rightful
possession of the Consultant without an obligation of confidentiality; (d) is required to be
disclosed by operation of law; or (e) is independently developed by the Consultant without
reference to information disclosed by the City.
8. CONFLICT OF INTEREST CLAUSE
Consultant covenants that it presently has no interests and shall not have interests, direct
or indirect, which would conflict in any mam2er with performance of services specified under
this Agreement.
9. NOTICE
Any notice, tender, demand, delivery, or other communication pursuant to this
Agreement shall be in writing and shall be deemed to be properly given if delivered in person or
mailed by first class or certified mail, postage prepaid, or sent by telefacsimile or other
telegraphic communication in the manner provided in this Section, to the following persons:
To City: Clerk of the City Council
City of Santa Ana
20 Civic Center Plaza (M -30)
P,O. Box 1988
Santa Ana, CA 92702 -1988
Fax 714- 647 -6956
With courtesy copies to:
City of Santa Ana Police Department
City of Santa Ana
20 Civic Center Plaza (M95)
P.O. Box 1988
Santa Ana, California 92702
Fax 714- 245 -8097
Attn: Manager Boris Daran
25C -6
and
City Attorney
City of Santa Ana
20 Civic Center Plaza (M -29)
P.O. Box 1988
Santa Ana, California 92702
Fax 714- 647 -6515
To Consultant: Tiburon, Inc.
3000 Executive Parkway #500
San Ramon, CA 94583
Telephone: (514) 345 -2230 x2830
Attn: Tatsiana Lukashevich, Representative
Tatsiana ,Lukashevich @tiburonine.com
A party may change its address by giving notice in writing to the other party. Thereafter,
any communication shall be addressed and transmitted to the new address, If sent by mail,
communication shall be effective or deemed to have been given three (3) days after it has been
deposited in the United States mail, duty registered or certified, with postage prepaid, and
addressed as set forth above, If sent by telefacsimile, e -mail, communication shall be effective
or deemed to have been given twenty -four (24) hours after the time set forth on the transmission
report issued by the transmitting facsimile machine, addressed as set forth above. For purposes
of calculating these time frames, weekends, federal, state, County or City holidays shall be
excluded.
10. EXCLUSIVITY AND AMENDMENT
This Agreement represents the complete and exclusive statement between the City and
Consultant, and supersedes any and all other agreements, oral or written, between the parties. In
the event of a conflict between the terms of this Agreement and any attachments hereto, the
terms of this Agreement shall prevail. This Agreement may not be modified except by written
instrument signed by the City and by an authorized representative of Consultant. The parties
agree that any terms or conditions of any purchase order or other instrument that are inconsistent
with, or in addition to, the terms and conditions hereof, shall not bind or obligate neither
Consultant nor the City. Each party to this Agreement acknowledges that no representations,
inducements, promises or agreements, orally or otherwise, have been made by any party, or
anyone acting on behalf of any party, which is not embodied herein.
11. ASSIGNMENT
Inasmuch as this Agreement is intended to secure the specialized services of Consultant,
Consultant may not assign, transfer, delegate, or subcontract any interest herein without the prior
written consent of the City and any such assignment, hansfer, delegation or subcontract without
the City's prior written consent shall be considered null and void. Nothing in this Agreement
shall be construed to limit the City's ability to have any of the services which are the subject to
this Agreement performed by City personnel or by other consultants retained by City. However,
25C -7
Consultant may assign this agreement to a successor of all or substantially all of Consultant's
business without the prior written consent to the City.
12. TERMINATION
This Agreement may be terminated by the City upon thirty (30) days written notice of
termination. In such event, Consultant shall be entitled to receive and the City shall pay Consultant
compensation for all services performed by Consultant prior to receipt of such notice of termination,
subject to the following conditions:
a. Payment need, not be made for work which fails to meet the standard of performance
specified in the Recitals of this Agreement.
13. DISCRIMINATION
- Consultant shall not discriminate because of race, color, creed, religion, sex, marital
status, sexual orientation, age, national origin, ancestry, or disability, as defined and prohibited,
by applicable law, in the recruitment, selection, training, utilization, promotion, termination or
other employment related activities. Consultant affirms that it is an equal opportunity employer
and shall comply with all applicable federal, state and local laws and regulations.
14. JURISDICTION - VENUE
This Agreement has been executed and delivered in the State of California and the
validity, interpretation, performance, and enforcement of any of the clauses of this Agreement
shall be determined and governed by the laws of the State of California. Both parties further
agree that Orange County, California, shall be the venue for any action or proceeding that may
be brought or arise out of, in connection with or by reason of this Agreement.
15. PROFESSIONAL LICENSES
Consultant shall, throughout the term of this Agreement, maintain all necessary licenses,
permits, approvals, waivers, and exemptions necessary for the provision of the services
her cunder and required by the laws and regulations of the United States, the State of California,
the City of Santa Ana and all other governmental agencies. Consultant shall notify the City
immediately and in writing of its inability to obtain or maintain such permits, licenses, approvals,
waivers, and exemptions. Said inability shall be cause for termination of this Agreement.
16, MISCELLANEOUS PROVISIONS
a. Each undersigned represents and warrants that its signature herein below has the power,
authority and right to bind their respective parties to each of the terms of this Agreement, and shall
indemnify City fully, including reasonable costs and attorney's fees, for any injuries or damages to
City in the event that such authority or power is not, in fact, held by the signatory or is withdrawn.
25C -8
b, All Exhibits referenced herein and attached hereto shall be incorporated as if fully set
forth in the body of this Agreement.
IN WITNESS WHEREOF, the parties hereto have executed this Agreement the date and year
first above written,
ATTEST:
MARIA D. HUIZAR
Cleric of the Council
APPROVED AS TO FORM:
SONIA R. CARVALHO
City Attorney
ByjGW+ la)
LAURA A. ROSSINI
Senior Assistant City Attorney
RECOMMENDED FOR APPROVAL:
CARLOSROJAS
Chief of Police
CITY OF SANTA ANA
DAVID CAVAZOS
City Manager
TIBURON, INC.
TATSIANA LUKASHEVICH
Representative
7
25C -9
EXHIBIT A
SCOPE OF SERVICES
25C -10
City of Santa Ana, CA
20- Aug -15
25C -11
Annual Maintenance for 11 licenses of ICS /CAD, CAD Visor; I State Interface,
1 XML output for CAD to Police RMS and 100 licenses of IQ/Mobile only.
Annual Maintenance: 12 /1/2015 - 11/30/2016
$44,159
Total 4475—Y-
... The prices indicated above do not include installation and /or configuration of 3rd party software and /or hardware'"
** *Tiburon requires remote V ➢N access to the customer site (minimum 1Mbps) * **
The Infonmatlon contained In this doosment Is proprietary to Tiburon
and Is off ed solely for the purpose of oval nation.
Copyright 2015 Tiburon
CONFIDENTIAL
0150032 - City of Santa Ana, CA Maintenance reneveal alsx • Summery
2512
Page 2 of 4
PRICING All prices are In U.S. Funds.
Taxes, if applicable, are extra.
PAYMENT Payable 100% at signature
VALIDITY 60 days
- Services will be performed in accordance with the attached Maintenance and Support Guidelines, which are
Incorporated herein,
By signing In the space provided below, I am representing that I am authorized to sign on behalf of Customer:
Signature Date
The Inerninllon contained In this accumont is proprietary to Tlburon
and Is offered solely far Use porpoae of evaluation.
Copyright 2516 TI buron
CONFIDENTIAL
0150052. City of Santa Ana, CA Maintenance renewal.asx Nolas
25C -13
Page 3 of 4
Re���i�i� �r��t�►ry r, � ` � ' ` , r f, kp r y< , n e t ' r
Revision level: Reason foM Revision date Revised
Original August 20, 2015
The Information contained In this document Is proprietary to Tiburon
and Is offered solelyfor the purpose of evaluation.
Copyright 2015 Tiburon
OONFIOENTIAL Page 4 of 4
4750032 - City of Santa Ana, CA Maintenance renev alellax Revision History
25C -14
�e r MEMO
3 i
A TrlTech Software Systems Company
Warranty &
Maintenance Support -
Guidelines & Options
Version 8.1
July 1, 2015
Tiburon, Inc.
A TrlTech Software Systems Company
3000 Executive Parkway
Suite 500
San Ramon, CA 94583
(925) 621.2700
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Warranty & Maintenance Support Version 8.1 Guidelines & Options
Table of Contents
1. INTRODUCTION .................................................................................................................. ..............................3
2, DEFINITIONS, .............................. ................................. ........ _ ....... ..................................................................
4
2.1 ACCOUNT EXECUTIVE ................................................................................................... ..............................4
2.2 AUTHORIZED CLIENT REPRESENTATIVE ......................................................................... ..............................4
2.3 CLI ENT ........................................................................................................................... ..............................4
2.4 CLIENT SUPPORT CENTER (CSC) .................................................................................... ..............................4
2.4.1 CSC Engineer ............................................................................................................ ..............................4
24,2 Client Liaison ............................................................................................................. ..............................4
2.43 Director- Client Service & Support .......................................................................... ..............................5
2.4.4 Helpdesle Specialist ............ - ..................................................................................... ..............................5
2.5 DEPLOYMENTTEAM ...... ............ ............ ..... . .... . ................. ..... ..... ..... ...... ..- ............ ...... .. .....
....... . ............ ...5
2.6 DIRECTOR, OPERATIONS DIVISION ............................................................................... ..............................5
2.7 ENGINEERING ................................................................................................................ ..............................5
2.8 MASTER SUPPORT AGREEMENT ( MSA) .......................................................................... ..............................5
2.9 PRIORITY ....................................................................................................................... ..............................5
2.10 PROJECT. ............ ..................................................................................................... ....................................
6
2.11 PROJECT MANAGER ......................................................................................................... ..............................6
2.12 STATEMENT OF WORK (SOW). . ............ .................. ....................................................................................
6
2.13 SYSTEM ASSURANCE REVIEW( SAR) ............................................................................ ..............................6
2.14 TECHNICAL SUPPORT COORDINATOR ........................................................................... ..............................6
2.15 TIBURON SERVICE REQUEST (rSR) .................................................................................. ..............................6
2.16 WARRANTY/ MAINTENANCE SUPPORT ............................................................................ ..............................7
3. 'TRANSITION FROM PROJECT (OPERATIONS) TO SUPPORT ( CSC) .......................... ..............................8
4, WORICING WITH THE SUPPORT CENTER ( CSC) ........................................................... ..............................9
4.1 SUEMIT INGATSR ....................................................................................................... ..............................9
4.2 " 24x7" SUPPORT ............................................................................................................. ..............................9
43 TSRPRIORI TIES ............................................................................................................. .............................10
4.3.1 CAD, Mobile, State Interface, Critical CAD Interfaces ........................................... .............................10
4.3.1.1 Response Time SLAs ....................................................................................... .............................10
4.3.1.2 Resolution Time SLAs .................................................................................... .............................12
4.3.1.3 Special Note # 1 ............................................................................................... .............................13
4.3.1.4 Special Note #2: ... ............ ................................. ................................................................
........ 14
4.3.2 All Records, Field Based Reporting, Jail Records, Fire Records, Web Query ......... .............................16
4.3.2.1 Response Time SLAs ........................................ ............................... ............... .............................16
4.3.2,2 Resolution Time SLAs .................................................................................... .............................18
4.3.2.3 Special Note #1 ............................................................................................... .............................19
4.3.2.4 Special Note # 2 ................................................................................................ .............................20
4.4 REPORTING ATSR ....................................................................................................... ..........
.................... 21
4.5 EMERGENCY AFTER HOURS ASSISTANCE .................................................................... ...............................
21
4.6 CLIENT RESPONSIBILIT IES ............................................................................................ .............................
21
4.7 SERVICE REQUEST LIFECYCLE ....................................................................................... .............................22
4.7.1 TSR Status .............................................................................................................. .............................23
4.7.2 Case Escalation ........................................................................................................ .............................24
4.73 Case Closure ............................................................................................................ .............................24
5. THIRD PARTY PRODUCT SUPPORT ............................................................................. .............................25
6. OTHER SERVICES .............................................................................................................. .............................26
6.1 SOFTWARE UPDATE SERVICES .......................................................... ..... .... ................ ., ,. ...
. ... ..., ........ . .... ...26
6.2 PRODUCT MODIFICATION REQUESTS ............................................................................ .............................
26
63 STEERING COMMITTEE ISSUES .................................................................................... ...............................
27
6.4 PRODUCT SPECIALISTAND TRAINING REQUEST S ........................................................... .............................
27
6.5 DBA AND SYSTEM ADMINISTRATION SUPPORT SERVICES .......................................... ...............................
27
6.5.1 Level 1 Database Administration ( DBA) Support .................................................... .............................27
6.5.2 Level 1 System Administration Support ................................................................... .............................27
Tiburon, Inc. July 1, 2015
A TrlTech Software Systems Company
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Warranty & Maintenance Support Version 8.1 Guidelines & Options
7. EXCLUSIONS TO TECI-INICAL SUPPORT SERVICES .................................................. .............................28
8. OPTIONAL MAINTENANCE PROGRAMS ...................................................................... .............................29
8.1
DATABASE ADMINISTRATION (DBA) SERVICES/ SYSTEM ADMINISTRATION (SA) SERVICES. ...................
29
9. ADDITIONAL INFORMATION .......................................................................................... .............................31
9.1
DOCUMENTATION LIBRARY (COMING SOON) ................................................................. .............................31
9.2
CRYSTAL REPORT / SSRS REPORT SHARING POOL (COMING SOON) ............................ ..............................
31
9.3
CLIENT TSR REPORTS (COMING SOON) ...................................................................... ...............................
31
9.4
KNOWLEDGE BASF, (COMING SOON) ............................................................................ ...............................
31
9.5.
CUSTOMER FORUM (COMING SOON) ........................................................................... ...............................
31
9.6
TIBURON USER GROUP ................................................................................................. .............................31
9.7
PRODUCT STEERING COMMITTEES., ................................ ............................. ...... ........ .....................
....... 32
Tiburon, Inc.. July 1, 2015 Page ii
A TriTech Software Systems Company
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Warranty & Maintenance Support Version 8,1 Guidelines & Options
1, INTRODUCTION
This document provides a description of the service programs available to Tiburon's warranty and
maintenance Clients with a current and valid Master Support Agreement (MSA). This document defines
both standard and optional support programs, and outlines the process for working with Tiburon to report,
track, and resolve issues.
NOTE; The service programs and the terms and conditions contained herein are those available as of the
date of this document; these service offerings, as well as terms and conditions are subject to change
without notice.
Tiburon, Jne. July 1, 2015 Page 3
A TriTech Software Systems Company
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Warranty & Maintenance Support Version 8,1 Guidelines & Options
2. DEFINITIONS
The following terms are used throughout this document:
2.1 ACCOUNT EXECUTIVE
The Tiburon Account Manager Program has been established to enhance the relationship between our
public safety Client base and the Tiburon public safety organization. The Account Executive reports to
the Director, Corporate Development and Customer Advocacy - Tiburon, and provides a proactive
approach to Client interaction, enhancing the communications between Tiburon and our Clients. The
Account Executive is the regular avenue for communication of emerging technologies and programs from
Tiburon that have a positive impact on our Clients. Through this relationship Tiburon is able to better
understand our Clients' current and future environment and strategic direction and is better able to align
both organizations strategic goals to ensure continued success.
2.2 AUTHORIZED CLIENT REPRESENTATIVE
The Authorized Client Representative is a nanied Client representative who has the authority to request a
change to the Client's Tiburon applications or databases. This person must be identified by name and
position to Tiburon. Any change to the Authorized Client Representative must be reported to Tiburon in
writing within 10 business days.
2.3 CLIENT
A Client is an agency or authorized representative of an agency who has connected with Tiburon for
software or services as described in a Contract, Statement of Work or Master Support Agreement.
2.4 CLIENT SUPPORT CENTER (CSC)
The Client Support Center (CSC) provides 24 x 7 support services to all Tiburon Clients with a valid and
current Master Support Agreement (MSA). CSC staff is comprised of Helpdesk Specialists, CSC
Engineers, Client Liaisons, and Director, Client Service and Support.
2.4.1 CSC ENGINEER
CSC Engineers report to a Team Lead in the CSC who reports to the Director — Client Service & Support.
CSC Engineers are responsible for resolving all issues reported to the CSC and communicating with the
Client. If additional expertise is needed to resolve an issue, it may be assigned to an individual outside of
the CSC for resolution.
2.4.2 CLIENT LIAISON
A Client Liaison is assigned to Clients with a valid and current Master Support Agreement, and reports to
the Director — Client Service & Support. The Client Liaison is the first point of escalation for all Client
issues reported to the CSC. The Client Liaison works hand -in -hand with each assigned Client to ensure
that Tiburon is addressing issues reported to the CSC in a manner that addresses the Client's needs in a
reasonable manner as agreed to by Tiburon and the Client, The Client Liaison conducts regularly
scheduled TSR review meetings with Clients as agreed upon by Tiburon and the Client. The Client
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A TriTech Software Systems Company
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Warranty & Maintenance Support Version 8.1 Guidelines & Options
Liaison also works with technical staff in the CSC and in other Tiburon departments as needed for issue
resolution.
2.4.3 DIRECTOR - CLIENT SERVICE & SUPPORT
The Director — Client Service & Support is a member of the Leadership Team for the Tiburon Group and
reports to the Vice President / General Manager, Tiburon Group. The Director — Client Service &
Support creates policies and procedures related to Client Service acrd Support, and directs the efforts of all
support personnel. The Director — Client Service & Support is the second point of escalation for all issues
reported to the CSC. If there is a change in the Tiburon Client Service Management Team or the Client
Liaison, Tiburon slrall notify the Client in writing of the changes witlin 10 business days.
2.4.4 HELPDESK SPECIALIST
The Helpdesk Specialists field all telephone calls placed to the CSC and process all email sent to
support @tiburonine.com. They log all issues and updates received in the third party application used by
Tiburon to support all Clients, and assign the issues based on established protocols. The Helpdesk
Specialists report to the Director— Client Service & Support.
2.5 DEPLOYMENT TEAM
Tiburon's Deployment Team is responsible for the installation and configuration of Tiburon software on
designated Client servers as defined in the contract and Statement of Work.
2.6 DIRECTOR, OPERATIONS DIVISION
A Tiburon Operations Director is the manager for the Project Management staff. The Operations Director
is the second level of escalation, (first being Project Manager) for any Project or Enhancement
activity. The Operations Director is responsible for management of all contract compliance issues.
2.7 ENGINEERING
Tiburon Engineering is comprised of several teams of software architects, software engineers and
software quality assurance engineers. The Engineering teams are responsible for the creation of all
baseline and custom software and tailoring.
2.8 MASTER SUPPORT AGREEMENT (MSA)
A Master Support Agreement (MSA) is an agreement between a Tiburon and a Client for the provision of
Warranty and/or Maintenance support to a Client, It includes terms and conditions governing the
agreement, and may include exhibits to further define the covered systems, Warranty and Maintenance
Guidelines and Options, Software License terns, etc. Previous versions of this document may have been
referred to as an Extended Support Agreement (ESA).
2.9 PRIORITY
Priority refers to the operational criticality of a specific service request. Tiburon uses a P1 — P5
convention with a Priorityl issue being defined as an application or server failure that prevents continued
use or operation of the System, impacts all or substantially all operators using the System, halts or severely
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impacts critical System operations or endangers the integrity of one or more database files. Complete
priority descriptions can be found in section 4.2 of this document.
2.10 PROJECT
A Project is an activity governed by a contract or contract amendment and a Statement of Work. It can be
a new implementation for a new Client, an upgrade for an existing Client, or a modification or add -on
application or interface for an existing Client.
2.11 PROJECT MANAGER
A Tiburon Project Manager is assigned to all projects defined above. The Project Manager is responsible
for the successful delivery of all services related to the contract or contract amendment. The Project
Manager schedules and coordinates the participation of all Tiburon resources needed to deliver on the
contract. The Tiburon Project Manager reports to a Director in Tiburon's Operations Division,
2.12 STATEMENT OF WORK (SOW)
The Statement of Work (SOW) is an exhibit to a contract that describes the contract deliverables, tasks,
responsibilities, and completion criteria for the delivery of a Tiburon Project to a Client.
2.13 SYSTEM ASSURANCE REVIEW (SAR)
The Systern Assurance review is a Tiburon process which occurs during a project, to assure that all proper
steps per the Statement of Work have been completed. This is a monitoring function within the Project
Managers responsibility.
2.14 TECHNICAL SUPPORT COORDINATOR
A Technical Support Coordinator is a Client representative who has received training in each Tiburon
application. The Technical Support Coordinator is responsible for the review and triage of all issues
reported by Client representatives prior to submitting the issue to Tiburon as a TSR. The Technical
Support Coordinator is responsible for ensuring that sufficient detail has been provided on a reported
issue so that it can be reproduced, diagnosed, and repaired by Tiburon. Each covered application should
have, at a minimum, one (1) Technical Support Coordinator who meets with Tiburon's Client Liaison as
described in this document. There can be one or more Technical Support Coordinators for each covered
application, however, all client Technical Support Coordinators must participate each review meeting
with the Client Liaison. The Technical Support Coordinator(s) roust have the authority to confirm closure
on a TSR.
215 TIBURON SERVICE REQUEST (TSR)
Issues reported to the Client Support Center (CSC) are referred to as Tiburon Service Requests (TSRs).
Each TSR is recorded in the third party application used by Tiburon to record Client issues and assigned
to the Tiburon team responsible for supporting the Client and the system at the time the issue is reported.
Priority 1 TSRs are assigned down to an individual resource based on the Tiburon on -call list maintained
by the CSC. Other priority issues are discussed between the Client Liaison and the Client to ensure that
the Client's needs are addressed in a reasonable fashion, as agreed to between Tiburon and the Client.
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2.16 WARRANTY/ MAINTENANCE SUPPORT
When a Project is completed as deemed in the Statement of Work, Cho support transitions to a warranty or
maintenance support level as defined by the contract. When the Project is completed as deemed in the
Statement of Work, the Project Manager conducts an internal turnover of the Client and associated
applications to the assigned Client Liaison and the Client Support Center (CSC),
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3. TRANSITION FROM PROJECT [OPERATIONS) TO SUPPORT
[CSCI
When a project is completed as deemed in the Statement of Work, the Client systems transition from the
project phase to the warranty or maintenance programs. Leading up to this major milestone, Tiburon staff
members, including the Project Manager, Client Liaison, Account Executive, Engineering, Deployment,
and CSC Engineering resources participate in an internal System Assurance Review (SAR). This ensures
that all parties are aware of the Client configuration, connection information, applications installed,
cutover plan and schedule, as well as other information specific to the Client implementation. This
information is logged in the third party application used by Tiburon for Client Support, currently HEAT
Call Logging by Front Range.
When the project is completed as deemed in the Statement of Work, the system(s) are stable and there are
a nominal number of TSRs not closed for each system, there is a final internal System Assurance Review
between Operations, Engineering, Deployment, and Client Support to transition the support of the Client
systems from Operations / Project mode to CSC / Support mode. The Project Manager also schedules a
turnover meeting with the Client to introduce the Client Liaison to the Client.
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4. WORKING WITH THE SUPPORT CENTER CCSC)
The CSC functions as the single point of contact for ongoing Client support issues once project is
completed as deemed in the Statement of Work and support for the systems has been turned over to the
CSC. Tiburon's Client Liaisons oversee the CSC activities for their assigned Clients. The Client Liaison
also works closely with the Client's Tiburon Account Executive in order to keep them updated on overall
service needs.
4.1 SUBMITTING A TSR
Client may contact the CSC to report an issue by telephone, email, or via, the third party Self Service
application provided for this purpose. Priority 1 and Priority 2 issues must be reported by telephone 24 x
7 to ensure optimal response to the issue.
4.2 1124x7" SUPPORT
"240" support is standard for all CAD, Jail Records, and State Message Switch products. It is optionally
available for all other products for an additional cost. For assistance in adding this support for other
systems, Clients should contact their Account Executive.
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4.3 TSR PRIORITIES
When submitting a TSR, Tiburon asks that Clients use the priority definitions below.
4.3.1 CAD, MOBILE, STATE INTERFACE, CRITICAL CAD
INTERFACES
4.3.1.1 RESPONSE TrnE, SLAB
Priority
- Issue Definition -
Response Time
Priority 1-
24x7 Support for live operations an the
Normal Customer Service Hours (8:00 am -
Critical Priority
production system: A system down event
5:30 pm in the customer's time zone):
which severely impacts the ability of Users to
Telephone calls to 877.445.2110 will be
dispatch emergency units, This is defined as
immediately answered and assigned to the
the following:,
designated representative within 10 minutes
or receipt of call.
• CAD, Mobile, State Interface or critical CAD
Interfaces are down as further defined in
After Normal Customer Service Hours: Thirty
the Special Note ##1 below,
(30) minute callback after Customer telephone
• Critical servers inoperative, as listed in
contact to 877.445.2110.
Special Note 41.
• Complete interruption of call taking
Priority 1 issues must be called in via
and /or dispatch operations.
877.445,2110 in order to receive this level of
• Loss of transactional data & transactional
response.
data corruption
This means one or more critical server
components are non - functional disabling CAD,
or Mobile workstations. These Software Errors
are defined in Special Note #Z, below.
Priority 2-
24x7 Support for live operations on the
Normal Customer Service Hours (8:00 am -
Urgent Priority
production system: A serious Software Error
5:30 pm in the customer's time zone):
with no workaround, not meeting the criteria
Telephone calls to 877.445.2110 will be
of a Critical Priority, but which severely
answered and assigned to the designated
impacts the ability of Users to enter incoming
representative within 30 minutes of receipt of
calls for service and /or dispatch emergency
call.
units, Such errors will be consistent and
reproducible.
After Normal Customer Service Hours: Sixty
(60) minute callback after customer telephone
A significant number of the CAD or Mobile
contact to 877,445.2110,
workstations are negatively impacted by this
error (e.g., does not apply to a minimal set of
Priority 2 issues must be called in via
CAI) or Mobile workstations). These Software
877.445.2110 in order to receive this level of
Errors are defined in more detail in Special
response.
Note 02, below.
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Priority 3 -
High Priority
Priority 4 -
Medium Priority
Priority 5 -
Low Priority
Issue Definition - -.
Normal Customer Service flours Support: A
Software Error not meeting the criteria of a
Priority 1 - Critical or Priority 2 - Urgent
Priority, has a workaround available, but which
does negatively impact the User from entering
incoming calls for service and /or dispatching
emergency units, or perform a common call
taking or dispatch function. Such errors will be
consistent and reproducible.
A significant number of CAD or Mobile
workstations are negatively Impacted by this
error (e.g., does not apply to a minimal set of
workstations),
Normal Customer Service Hours Support: A
Software Error related to a user function which
does nut negatively Impact the User from
entering incoming calls for service and /or
dispatch emergency units, of perform a
common call taking or dispatch function. This
Includes system administrator functions.
Normal Customer Service Hours Support:
Cosmetic or Documentation errors, including
Customer technical questions, product
modification or add -on requests, steering
committee requests, and usability questions.
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Normal Customer Service Hours (8:00 am -
5:30 pm In the customer's time zone):
Telephone calls to 877.445.2110 will be
answered and assigned to the designated team
within 30 minutes of receipt of the initial
phone call.
High Priority issues may also be reported via
cusromerservice @trttechcjjjn or via the HEAT
Self Service portal, Email and HEAT Self
Service reports are entered and assigned
within 30 minutes at the start of the next
business day.
High Priority Issues are not managed after
Normal Customer Service Hours.
Normal Customer Service Hours (8:00 am -
5:30 pm in the customer's time zone):
Telephone calls to 877.445.2110 will be
answered and assigned to the designated team
within 30 minutes of receipt of the initial
phone call.
Medium Priority issues may also be reported
via
sus Qaarservice@ trltech.com or via the HEAT
Self Service portal. Email and HEAT Self
Service reports are entered and assigned
within 30 minutes at the start of the next
business day.
Medium Priority issues are not managed after
Normal Customer Service Hours.
Normal Customer Service Hours (8:00 am -
5:30 pm in the customer's time zone):
Telephone calls to 877.445,2110 will be
answered and assigned to the designated team
within 30 minutes of receipt of the initial
phone call.
Low Priority issues may also be reported via
c stem rs wise @tritecheDul or via the HEAT
Self Service portal, Email and HEAT Self
Service reports are entered and assigned
within 30 minutes at the start of the next
business day,
Low Priority issues are not managed after
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4.3.1.2 RESOLUTION TIME SLAB
Priprpty..
.Resolution Process
.:.Resolution Time .,
Priority 1-
Tiburon will provide a procedural or
Tiburon will work Continuously (including after
Critical Priority
configuration workaround or a code correction
hours) to provide the Customer with a solution
that allows the Customer to resume live
that allows the Customer to resume live
operations on the production system.
operations on the production system.
Tiburon will use commercially reasonable
efforts to resolve the issue as soon as possible
and not later than 12 hours after notificatloo.
Priority 2 -
Tiburon will provide a procedural or
Tiburon will work continuously (including after
Urgent Priority
configuration workaround or a code correction
hours) to provide the Customer with a solution
that allows the Customer to resume normal
that allows the Customer to resume normal
operations on the production system,
operations on the production system.
Tiburon will use commercially reasonable
efforts to resolve the issue as soon as possible
and not later than 36 hours after notification
Priority 3 -
Tiburon will provide a procedural or
Tiburon will work to provide the Customer with
High Priority
configuration workaround that allows the
a resolution which may include a workaround or
Customer to resolve the problem,
code correction within a timeframe that takes
into consideration the impact of the Issue on the
Customer and Tiburon's User base. Priority 3
issues have priority scheduling In a subsequent
release,
Priority 4-
If Tiburon determines that a reported Medium
Tiburon wfll work to provide the Customer with
Medium Priority
Priority error requires a code correction, such
a resolution which may Include a workaround or
issues will be addressed In a subsequent
code correction in a future release of the
release when applicable,
software. Priority 4 issues have no guaranteed
resolution time.
Priority 5 -
Low Priority issues are logged by Tiburon and
There is no guaranteed resolution time for Low
Low Priority
addressed at the company's discretion
Priority issues.
according to Tiburon's roadmap planning
process.
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43.1.3 SPEciAL NOTE # 1
Priority f - Critical Priority issues meeting the previously noted criteria are defined as follows:
43.1.3.1 CAD
a. CAD System is down and all workstations will not launch or function. This will include
fragment notifications, site -to -site connection failure, etc,
b. CAD System is inoperable due to transactional data corruption caused by Tiburon
Software. This will include in- ability to enter commands from the Command Window.
c. CAD Reporting and Archiving Server is down and the system is configured to use the
Reporting Server for dispatching functions (e. g., Premise History). This will include
"Lost connection to Database" message
4.3.1.3.2 Mobile
a. The Mobile System is down and all mobile devices are unable to log in or function.
b. The Mobile System is inoperable due to data corruption caused by Tiburon Software.
4,3.1.3.3 State Interface
a. Law enforcement users are unable to send or receive justice queries (this priority applies
if the functionality is available through no other available methods).
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4.3.1.4 SPECIAL NOTE #2:
Priority 2 - Urgent Priority issues, meeting the previously noted criteria, are defined as follows:
4.3.1.4.1 CAD
CAD users are severely impacted due to one of the following conditions on one or more essential
positions:
a. One or more essential CAD positions cannot be accessed by users,
b. The system is operating in local sharing or disconnected mode
c. Unable to enter new requests for service via the emergency or scheduled call- taking
screen (using all available methods).
d. A user is unable to verify an address from within the emergency or scheduled call - taking
screen.
e. The inability to add or view premise or caution note information.
f. The inability to send and receive text messaging (within CAD, CAD to Mobile, or
Mobile to Mobile).
g. The system does not perform trait recommendations.
h. Inability to assign a unit to an incident (using all available methods).
i. Inability to change a unit's status (using all available methods).
j. Inability to close an incident (using all available methods).
k, Inability to view incident information needed to dispatch an incident (using all available
methods) , This includes "Lost Connection to Database" errors.
1. Disaster Recovery System, following a test failover, is inoperable for more than one (1)
business day.
4.3.1.4.2 Mobile
Several Mobile users are severely impacted due to one of the following conditions:
a, Inability to receive new requests for service from CAD (using all available methods).
b. Inability to view incident information needed to dispatch an incident (using all available
methods).
c. The inability to send and receive text messaging (within CAD, CAD to Mobile, or
Mobile to Mobile).
d. Inability to enter a traffic stop or on -view incident.
e. The inability to view premise or caution note information.
f. Disaster Recovery System, following a test f tilover, is inoperable for more than one (1)
business day.
4.3.1.4.3 CAD /Mobile Interfaces:
Several CAD or Mobile users are severely impacted due to one of the following conditions:
a. CAD Station Alerting Interface is down or CAD Station Alerting Interface repeatedly
fails to process a station alert, as part; of a unit assignment, or if there is a reoccurring
significant delay in flee interface processing a station alert as part of a unit assignment
(once it is diagnosed that is not being caused by the station alerting system).
b. CAD Paging Interface is down.
c. An interface used for personnel restoring is down.
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d. A CAD -to -CAD interface is down or repeatedly fails to process information into an
incident.
e. CAD Paging Interface repeatedly fails to process a unit alert as part of a unit assignment.
f. An ANI /ALI interface repeatedly fails to process information into an incident.
g, An interface to an external rostering system used to logon units is down.
It. AVL interface fails to process updates for over 50% of units.
I. Mobile interface repeatedly fails to process incident or status change information.
j. A Standard CAD to External System Incident Data Transfer Interface License (RMS) is
down. This would include transfer of data to the CAD Data Warehouse or any UDS
interface.
k. Email / fax / paging notifications down for all destinations,
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4.3.2 ALL RECORDS, FIELD BASED REPORTING, JAIL RECORDS,
FIRE RECORDS, WEB QUERY
4.3.2.1 RESPONSE Timm, SLAB
rarunry issue oemm11on .
Priority l- 24x7 Support for live operations on the
Critical Priority production system: A system down event
which severely impacts the ability of Users to
log on the system, or severely Impacts the
ability of Users to book or release Inmates.
This is defined as the following:
Priority 2 -
Urgent Priority
• All Records applications, to include jail
Records, Field Based Reporting, and Fire
Records server software inoperative
• Loss of ability for all Records, jail Records,
Field Based Reporting, or Fire Records
users to log on to system
• jail Records system down
• Loss of transactional data & transactional
data corruption
This means one or more critical server
components are non - functional disabling
Records, Jail Records, Field Based Reporting or
Fire Records workstations. These Software
Errors are defined in Special Note #1, below.
Normal Customer Service Hours Support for
live operations on the production system : .A
serious Software Error with no workaround
not meeting the criteria of a Critical Priority,
but Which severely impacts the ability of all
Users from performing a common function, or
severely impacts the ability of Users to book or
release inmates. Such errors will be consistent
and reproducible.
Loss of ability for All Records, Field Based
Reporting, jail Records or Fire Records
users to enter Case (Incident, Arrest and
Custody) records into the system
Loss of ability to transfer Field Based
Reporting reports (ARS, Copperfire, CAD
to RMS Transfer)
Unable to book or release Inmates
A significant number of the Records, Field
Based Reporting, jail Records or Fire Records
workstations are negatively impacted by this
error (e.g., does not apply to a minimal set of
Records, Field Based Reporting, jail Records or
Fire Records workstations). These Software
Errors are defined in more detail in Special
Note #2, below.
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Normal Customer Service Flours L8= am -
5:30 pm in the customer's time zone):
Telephone calls to 877.445.2110 will be
immediately answered and assigned to the
designated representative within 10 minutes
or receipt of call,
After Normal Customer Service Hours: Thirty
(30) minute callback after Customer telephone
contact to 877.445.2110.
Priority 1 issues must be called In via
877.445.2110 in order to receive this level of
response,
All /ail Records systems default to 24 x 7
support forPriority i issues.
After Normal Customer Service Hours: Unless
optional 24.x7 support Is contracted, support
for Records, Field Based Reporting and Fire
Records Is not managed after Normal
Normal Customer Service Hours (8:00 am -
5:30 pm in the customer's time zone):
Telephone calls to 877.445.2110 will be
answered and assigned to the designated
representative within 30 minutes of receipt of
call.
After Normal Customer Service Hours: Sixty
(60) minute callback after customer telephone
contact to 877.445.217.0.
Priority 2 Issues must be called in via
877.445.2110 In order to receive this level of
response.
All fail Records systems default to 24 x 7
support for Priority 2 issues.
After Normal Customer Service Hours: Unless
optional 24x7 support Is contracted, support
for Records, Field Based Reporting, and Fire
Records is not managed after Narmal
Customer Service Hours.
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Priority - Issue. Definition .
Priority 3
High Priority
Priority 4 -
Medium Priority
Priority 5 -
Low Priority
Normal Customer Service Hours Support: A
Software Error not meeting the criteria of a
Priority 1 - Critical or Priority 2 - Urgent
Priority, has a workaround available, but which
does negatively impact the User from
performing a common Records, Field Based
Reporting, Jail Records, or Fire Records
function. Errors will be consistent and
reproducible.
Loss of Non- Critical Data (with "Non.
Critical' being do' as not causing an
error classified as a PI or P2 error (above).
NIBRS State reporting issues that causes
agency reports to exceed State error
submission limits
UCR reporting multiple occurrence of
inaccurate data
A significant number of Records, Field Based
Reporting, Jail Records, or Fire Records
workstations are negatively impacted by this
error (e.g„ does not apply to a minimal set of
Normal Customer Service Hours Support; A
Software Error related to a user function which
does not negatively Impact the User from
performing a common Records, Field Based
Reporting, jail Records, or Fire Records
function. Errors will be consistent and
reproducible. This includes system
administrator functions.
Normal Customer Service Hours Support:
Cosmetic or Documentation errors, including
Customer technical questions, product
modification or add -on requests, steering
committee requests, and usability questions.
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Normal Customer Service Hours (8:00 am -
5:30 pin in the customer's time zone):
Telephone calls to 877.445.2110 will he
answered and assigned to the designated team
within 30 minutes of receipt of the initial
phone call,
High Priority Issues may also be reported via
customerserviCgo) tritech,cirm or via the HEAT
Self Service portal. Email and HEAT Self
Service reports are entered and assigned
within 30 minutes at the start of the next
business day.
High Priority Issues are not managed after
Normal Customer Service Hours.
Normal Customer Service HourS (H;Qu am -
5:30 pm In the customer's time zone):
Telephone calls to 877.445.2110 will be
answered and assigned to the designated team
within 30 minutes of receipt of the initial
phone call.
Medium Priority Issues may also be reported
via
cuS.T.R- Werscrvice r+tritech corn or via the HEAT
Self Service portal. Email and HEAT Self
Service reports are entered and assigned
within 30 minutes at the start of the next
business day.
Medium Priority Issues are not managed after
Normal Customer Service Hours.
Normal Customer Service Flours (8:00 am -
5:30 pm in the customer's time zone);
Telephone calls to 877.445.2110 will be
answered and assigned to the designated team
within 30 minutes of receipt of the initial
phone call.
Low Priority issues may also be reported via
customerservice@tritecli com or via the HEAT
Self Service portal. Email and HEAT Self
Service reports are entered and assigned
within 30 minutes at the start of the next
business day.
Low Priority issues are not managed after
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4.3.2.2 RESOLUTION TIME SLAS
. _
Priority
Resolution Process.
Resolution Time
Priority 1-
Tiburon will provide a procedural or
Tiburon will work continuously (including after
Critical Priority
configuration workaround or a code correction
hours) to provide the Customer with a solution
that allows the Customer to resume live
that allows the Customer to resume live
operations on the production system,
operations on the production system,
Tiburon will use commercially reasonable
efforts to resolve the issue as soon as possible
and not later than 12 hours after notification.
Priority 2 -
Tiburon will provide a procedural or
Tiburon will work continuously (including after
Urgent Priority
configuration workaround or a code correction
hours) to provide the Customer with a solution
that allows the Customer to resume normal
that allows the Customer to resume normal
operations on the production system,
operations on the production system.
Tiburon will use commercially reasonable
efforts to resolve the Issue as soon as possible
and not later than 36 hours after notification.
Priority 3 •
Tiburon will provide a procedural or
Tiburon will work to provide the Customer with
High Priority
configuration workaround that allows the
a resolution which may include a workaround or
Customer to resolve the problem.
code correction within a tlme£rame that takes
into consideration the impact of the issue on the
Customer and Tiburon's User base. Priority 3
Issues have priority scheduling in a subsequent
release.
Priority 4-
If Tiburon determines that a reported Medium
Tiburon will work to provide the Customer with
Medium Priority
Priority error requires a code correction, such
a resolution which may include a workaround or
issues will be addressed in a subsequent
code correction in a future release of the
release when applicable.
software. Priority 4 issues have no guaranteed
resolution time.
Priority 5-
Low Priority Issues are logged by Tiburon and
There is no guaranteed resolution time for Low
Low Priority
addressed at the company's discretion
Priority Issues,
according to Tiburon's roadmap planning
process.
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4.3.2.3 SPECIAL NOTE #1
Priority 1 - Critical Priority issues meeting the previously noted criteria are defined as follows:
4.3.2.3.1 Records, Field Based Reporting, Jail Records, Fire Records, Web Query
Records users are severely impacted due to one of the following conditions:
a. System completely down
b. All users getting `unable to login or no connection to server'
c. Unable to log on to Records, .Tail Records.
d. All users getting 'No response from ComDIR' or `lost connection to server'
e. Cannot book or release any inmate.
f. All users getting `NETWORK UNAVAILABLE' or 'DISCONNECTED FROM
SERVER' in red text on the bottom status bar of TE.
g. All users are unable to load a module list such as the Event list, Case list, Arrest list.
h. All users are unable to save a new record (event, case, arrest)
i. All users are unable to load any existing record (event, case, arrest)
j. Inability of any users to launch or log on to Web Query.
lc. All Web Query users getting `Invalid response from GETO', `Not Connect to Server',
`Unable to read data from transport connection.'
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4.3.2.4 SPECIAL No ft #2
Priority 2 - Urgent Priority issues, meeting the previously noted criteria, are defined as follows:
4.3.2.4.1 Records, Field Based Reporting, Jail Records, Fire Records, Web Query
Records users are severely impacted due to one of the following conditions:
a. Unable to run a Warrant Check
b. Jail Headcount is off.
c. Training enviromnent is down and client is actively conducting a training class with
several students.
d. No additional users can log on to WebQuery.
e. Inability to run Name or Location searches.
f. Inability to run CAD Queries.
g. An error which prevents users from completing their normal business function for
which no reasonable workaround exists.
h. Data corruption issues that prevent processing of inmates or reports, but not including
general data cleanup.
i. Inoperable external interfaces such as Livescan, Mugshot, Commissary, for which no
reasonable workaround exists.
j. Individual workstation or user issues only if no alternate means of completing the
work exist (Le— another user or workstation is available).
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4.4 REPORTING A TSR
The preferred method of contact for CSC for Client issues is outlined in the table below:
Is�uo1+
d,�
]Preferred;
,t �• „� "' "r
as,ut�
,�Hqursrs .,`
.�s� Methot��'uo1
,+ o 'tins Ws;,�,?x
24 hours a
CSC Telephone: 877.445.2110
Must contact
Priority 1&
day, 7 days a
Priority 2
week, 365
the CSC via
Backup Phones:
days a year
telephone
925.621.2720
510.579.4609
510.579.1714
Submit a case
If for any reason Clients cannot reach us on the toll free
via telephone,
number, Clients can reach us on our backup phones.
Priority 3
8 am -5 pm in
email, or the
Please call the alternate number(s) in the order listed.
tbru
the Client's
third party Self
Priority 5
time zone
Service
Email; ustomerServicc@nitech.eom
application
provided.
Self Service Access:
kI,ud csctritech _cocgm$1B-Q/HeatWebul /hs II— aS,jap
4.5 EMERGENCY AFTER HOURS ASSISTANCE
Emergency assistance after regular business hours is subject to the following special condition:
"24x7° support is standard for all CAD, Corrections, and Message Switch systems. If a Client selects the
"24x7" service option for any other Tiburon applications, remote support for Priority 1 and Priority 2
TSRs for those applications is also provided on a 24 x 7 basis. If a Client requests after hours support for
an application without "240" coverage, support is subject to a call -out fee in addition to time and
materials charges.
Once an issue has been determined to be out of scope, an Authorized Client Representative will be
contacted by Tiburon and advised that additional charges may be incurred. 'ne Client Representative
must approve this out of scope effort before work will resume. The call out fce is based on Tiburon's
then current hourly rate and is calculated based on every hour expended by any Tiburon staff member to
resolve the issue. Time is calculated to the nearest whole hour.
4.6 CLIENT RESPONSIBILITIES
In order to provide maintenance support services to Clients, Tiburon requires that Clients:
• Limit TSRs to one reported problem in each TSR logged.
• Include enough detail in a reported problem so that Tiburon can effectively reproduce and diagnose
it, to include steps to reproduce the error, error messages received, and screen shots if applicable.
• Provide continuous remote access to the system(s) , and have a technical resource reachable
afterhours that Tiburon staff can contact should the need arise for Priority 1 issues
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• Maintain continuous remote access along with the ability to upload and download files to
server(s) without third -party interaction.
• Restrict the use of CAD workstations to Tiburon Applications only, eliminating internet
connectivity and the use of things like streaming media, internet games and other applications
that can negatively interact with the CAD system.
• Ensure that maintenance and back -up activities relating to the Covered Applications and the
System, including, without limitation, backing up databases and journal logs, purging out of data
records, running reports, and performing diagnostics, are carried out in accordance with the
schedule and methodology laid out by Tiburon.
• Ensure that the System conforms to the "Site System and Network Specifications" as established
during the project implementation.
• Maintain a system to ensure that only authorized personnel have the ability to make changes to the
Client's database and that a list of all such authorized personnel (and any updates thereto) be
promptly delivered to the Tiburon Client Support Center. Each request for any change to a Client's
database shall be accompanied by a signed letter of authorization from the Client's Authorized
Client Representative, and shall contain all details of the requested change. Tiburon will not assist
Client personnel with database change requests other than those on the most current authorized
personnel list.
• Designate a single individual to act as the Client's authorized representative who is (a) authorized
to act on the Client's behalf with respect to all matters relating to this Agreement; (b) shall ensure
the Client's compliance with its responsibilities under this Agreement; and (c) shall coordinate
appropriate schedules in connection with Tiburon's services under this Agreement. The Client may
change the individual designated hereunder by providing Tiburon written notice designating a new
individual authorized to act as the Client Representative within ten business days.
• Ensure that Technical Support Coordinators and other personnel have received sufficient training
on all aspects of the Tiburon system that they are supporting, and have the experience to perform its
obligations.
4.7 SERVICE REQUEST LIFECYCLE
The TSR lifecycle can vary depending on the complexity of the issue being reported. Some TSRs will
move from "New" to "In Progress" and "Closed" without a need for validation. Other TSRs require a
validation step where the TSR. is first "fixed" in the Client's Training system and validated with the Client
before moving to Production and then placed in "Test Request" status for final Client confirmation prior
to closure. Our CSC team works with Clients to not only validate the resolution of the case, but to
confirm the resolution prior to closing it.
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4.7.1 TSR STATUS
As a TSR moves tlirough Tiburon's service request lifecycle the overall case status will change. The
statuses and definitions below are those currently in use:
Case Status
Definition
Default status used for all'new' cases coming into the CSC. TSRs in "New"
status reflect no one is currently assigned to research or resolve the issue.
New
Once the Project Manager or Client Liaison discusses new issues with their
Client, the issue is prioritized for resolution and the appropriate Team Leader
is notified for assi orient,
In Progress
Status used to indicate TSR has been assigned to an individual for resolution.
Status used to indicate that the additional information is needed to resolve the
TSR. Information needed is detailed in the Status / Solution field.
Need Info
A TSR in NEED INFO status for 30 or more calendar days without any
update will be closed. If the issue occurs again, it should be reported as a
new issue with supportiLig supporting in ormation and screen shots if applicable.
Status used to place TSR in a HOLD state pending action by Tiburon or action
by the Client. Pending action will be detailed in the Status / Solution field.
On Hold
A TSR in ONHOLD statusfor,30 or more calendar days without any update
will be closed with Client approval. If the issue occurs again, it should be
reported as a new issue with supporting information and screen shots if
applicable
Status used to indicate TSR is currently in 30 -day monitor period. Usually
used to monitor recurrence of an issue after implementation of a fix (typically
when complete validation is not feasible). Also used when issue cannot be
Monitor
readily investigated pending occurrence of another event.
A TSR in MONITOR status for 30 or more calendar days without any
update will be closed, If the issue occurs again, it should be reported as a
new issue with supporting Information and screen shots if applicable.
Status used to indicate that a fix has been implemented in Client's training
system. Testing by Client and confirmation of fix is required before fix will be
moved to Client's production environment
Test in TRN
It is important that TSRs in this status are addressed by Client within 30
calendar days so that untested,fixes do not remain in the Client's system for
an unreasonahle period of tlrrae. It is impossible to manage clean code lines
with potentialftyes that have not been tested as requested.
Status used to indicate that fix has been applied in the Client's production
system. Validation of fix by the Client is required, however,
Test Request
A TSR in TEST Request status for 30 or more calendar days without any
update will be closed If the issue occurs again, it should be reported as a
new issue with sn rting information and screen shots ff applicable.
Status used to indicate that the TSR has been closed with the concurrence of
Closed
the Client (or 30 calendar days have passed with no further communication
from the Client, as noted above). Once in Closed status, a TSR is no longer
editable to any other status.
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4.7.2 CASE ESCALATION
Tiburon shall provide regular status updates to designated Client contact until the issue is resolved.
Tiburon will document appropriate items, which may include root cause analysis, customer impacts,
countermeasures and resolution. Failure to meet the stated resolution times will result in the escalation of
these calls. Escalation path is as follows;
• Client Liaison
• Director, Client Service & Support — Tiburon Group
• Vice President / General Manager — Tiburon Group
• COO — TriTech Software Systems
• CEO — TriTech Software Systems
4.7.3 CASE CLOSURE
The CSC staff will work with Clients to validate TSR resolution prior to closure. Once an issue has been
validated by the Client, Tiburon will confirm and close the case.
ff after 30 calendar days there has been no communication front the Client advising that the issue has
not been resolved, the CSC staff will close the case.
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5. THIRD PARTY PRODUCT SUPPORT
Unless otherwise agreed, the Customer shall obtain, pay for and maintain in effect during the term of this
Agreement the technical support contracts for certain third party products as specified by Service Provider,
and shall ensure that, in addition to authorizing the Customer to request support services there under, each
such support contract also expressly authorizes Service Provider to request support services there under on
the Customer's behalf.
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6. OTHER SERVICES
6.1 SOFTWARE UPDATE SERVICES
If the Customer has purchased the Software Updates Program, the Customer will be entitled to receive
new General Availability (GA) releases of the Service Provider licensed software products purchased by
the Customer as they may become available,
The Software Updates Program provided hereunder does not include any of the following:
1. Installation, configuration and training services, Upon reasonable notice from the Customer,
Service Provider will provide a Quote Document to the Customer on a time and materials basis at
Service Provider's then current rates for such services;
2. Modifications or customization of the Software other than corrections of Defects made or
provided under these Maintenance and Support Guidelines;
3. Consultation for new programs or equipment;
4. Correction of problems, and assistance regarding problems, caused by operator errors, including
but not limited to the entry of incorrect data and the maintenance of inadequate backup copies and
improper procedures; and/or
5. Correction of errors attributable to software other than the licensed Software.
Upgrade of the Customer's Hardware, Operating System, and /or third party software may be required
from time to time to support New Releases, Maintenance Releases or Upgrades of the Software. The
Customer shall be solely responsible for the cost of such upgrades unless expressly stated otherwise.
6.2 PRODUCT MODIFICATION REQUESTS
Product Modification Requests may be identified in several ways:
In evaluating a TSR, it is determined that the existing solution is functioning as designed.
A Client wants to extend their Tiburon solution or obtain additional optional services, and
requests a quote for new fimctionality,
Once a TSR is identified as a product modification request, the case is updated to reflect this and assigned
to the Client Liaison. The Client Liaison contacts and advises the Client of the new classification. The
TSR is then assigned to the Account Executive and the TSR is closed. Once the Account Executive is
notified of this request, the following actions occur:
The Account Executive works with the Client to clarify the request and produce the requirements
for Engineering to quote the request
Engineering and/or Operations evaluates the request, determining the mix of customized
development, configuration, testing and documentation required to deliver the request
The Account Executive takes the information from Engineering and produces a quote for the
Client
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The Client is asked to review and either accept or reject the proposed enclosed product
modification and quote,
Once the product modification proposal is accepted and signed by an authorized clisnt
representative, the delivery is handled by Tiburon's Operations Department.
6.3 STEERING COMMITTEE ISSUES
Clients can submit a Steering Committee request for discussion and potential inclusion in Tiburon's
baseline when they encounter a situation where a system change or additional feature would enhance the
functionality of the system. Steering Committee requests can be submitted via the Self Service
application using the Call Type of Steering Committee.
Steering Committee cases are assigned to a Tiburon Product Manager and the TSR is placed in an ON
FIOLD status. After the issue is vetted at the Tiburon User Group, the issue is updated with the
recommendations of the Steering Committee and Closed.
6.4 PRODUCT SPECIALIST AND TRAINING REQUESTS
Tiburon's Training Team is available to work with Clients. Each member on Tiburon's Training Team is
a subject matter expert in specific Product, They support the implementation of each Client solution
through configuration, validation, testing and training. After the Tiburon Applications are live, and the
project is completed as deemed in the Statement of Work, Clients who have additional needs for training
should work with their Tiburon Account Executive to create a custom, fee -based program.
6.5 DBA AND SYSTEM ADMINISTRATION SUPPORT
SERVICES
6.5.1 LEVEL 1 DATABASE ADMINISTRATION (DBA) SUPPORT
Level 1 Database Administration (DBA) Support is a standard feature of Tiburon's Master Support
Agreement (MSA). Level 1 DBA Support services include the creation of production and training
databases to be used by the Tiburon applications for Clients that do not have their own database
administration (DBA) capabilities. Database services offered as part of the Level l DBA Support do not
include preventive monitoring of the Client's databases. The Cl'ient's DBA is responsible for periodic
database backups, backup functionality monitoring, periodic database maintenance, and database
recoveries in the event of disaster. During the project phase, before "go live," Tiburon is available to
assist with the database backup configuration. Thereafter, Tiburon will be available primarily for
consultation to diagnosis /resolve database problems that are directly related to the Tiburon applications.
6.5.2 LEVEL 1 SYSTEM ADMINISTRATION SUPPORT
Tiburon provides Level 1 System Administration (SA) Support as a standard feature of the Master
Support Agreement (MSA). For Clients who have qualified System Administrators, this plan provides the
minimum assistance needed to ensure that operating systems, hardware, and networking function properly
to support the Tiburon applications. Tiburon will provide support ranging from information -only, to
applying minor changes (designation of minor change reserved to Tiburon), to providing resolution only
for problems that may be encountered by supported Tiburon applications.
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i. EXCLUSIONS TO TECHNICAL SUPPORT SERVICES
The following services are outside the scope of the Technical Support Services provided by Service
Provider and may result in additional charges, on a time and material basis:
(a) Repair of damage or the increase in service time due to any cause external to the System which
adversely affects its operability or serviceability, including but not be limited to, fire, flood,
water, wind, lightning, and transportation of the System from one location to another.
(b) Repair of damage or the increase in service time caused by failure to continually provide a
suitable installation environment, including, but not limited to, the failure to provide adequate
electrical power, air conditioning or humidity control, or Customer's improper use, management
or supervision of the System including, without limitation, the use of supplies and accessories,
Proper use and environmental requirements are determined by the Product documentation,
(c) Repair of problems caused by the use of the System for put-poses other than for which it is
designed.
(d) Repair of problems caused by changes to the Hardware and/or the network made without
obtaining Service Provider's prior approval.
(e) Repair or replacement of any item of the System which has been repaired by others, abused or
improperly handled, improperly stored, altered or used with third party material, software or
equipment, which material, software or equipment may be defective, of poor quality or
incompatible with the System, and Service Provider shall not be obligated to repair or replace any
component of the System which has not been installed by Service Provider or a Service Provider
authorized technician.
(t) Removal, relocation and/or reinstallation of the System or any component thereof.
(g) Diagnosis time directly related to unauthorized components and/or misuse of the System, whether
intentional or not.
(h) Any design consultation such as, but not limited to, reconfiguration analysis, consultation with
Customer for modifications and upgrades which are not directly related to a problem correction.
(i) Provision of any operational supplies, including by not limited to, printer paper, printer ribbons,
toner, printer cartridges, photographic paper, magnetic tape and any supplies beyond those
delivered with die System.
O Repair of problems caused by computer / network security breaches and/or virus attacks.
(k) Repair or replacement of any Hardware not purchased from Service Provider and explicitly
covered by a Service Provider warranty or maintenance program.
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8. OPTIONAL MAINTENANCE PROGRAMS
Tiburon's Account Executive will work with the Client to identify the support programs that meet Client
needs and to develop associated pricing. The matrix below describes the standard Level 1 services as
well as the Level 2 and Level 3 services offered.
8.1 DATABASE ADMINISTRATION (DBA) SERVICES /
SYSTEM ADMINISTRATION (SA) SERVICES
Tiburon offers optional added -cost Database Administration Support and System Administration service
plans including Level 2 and Level 3 Extended Services. These Service Levels are compared side by side
in the matrix below.
—+ a ;;DafabaseiSeevIces ,
iiveI1
Aevel `
%- Leve13,
Setup application databases
✓
✓
✓
Set up database backu to disk
✓
✓
✓
Expand database disks ace allocations as needed
✓
✓
✓
Support for Database Issues on Tiburon
Applications
Business
Da Sx5)
24x7
240
Maintain Database Backup Scripts
✓
✓
24x7 Support for Database Issues on Tiburon
Applications
✓
✓
Disaster Recovery Planning and Set -U
✓
✓
Perform Database Recovery Procedures
✓
✓
Monthly Re ort
✓
✓
Maintain database system accounts and passwords
Maintain
✓
—
3 su ortlogin access
_
✓
✓
Twice Monthly Database Health Check &
Maintenance
✓
✓
Database Upgrade Support
✓
✓
Monitoring of Bacjai2 Los
Monthly
2x Monthly
Examination of Backup Tapes
Monthly
2x Monthly
Database Health Check & Maintenance
11
2x Monthly
Database Tuning & Performance Monitoring
Monthly
2x Monthly
Rebuild Indexes
Annually
2x Annually
Recovery Dry Run
I
Annually
2x Annually
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Backup Planning Consultation and Scripts (UNIX
only)
Set-Up of Backup Scripts (UNIX only)
High-Availability Cluster Application Restart
Expansion of File system Disks ace Allocations
Application of Operating System Patches for
Tiburon Applications
Remote Monitoring for System Health
Business
I Day (80)
240 Support
Perform Application Backup Activities
Business
Day (W)
24x7 Support
Operating Systems, Hardware and Networking
Assistance
Business
Da 8x5
240 Support
Remote System Administration
247 Support
Perform Performance Analysis, Report and
Adjustments to System Performance Parameters
Annually
Review of Hardware and operating System on
Named Services and Provide a Written I ort
Monthly
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9. ADDITIONAL
NOTE: As these become available there will be no additional cost to client to utilize.
9.1 DOCUMENTATION LIBRARY (COMING SOON)
All current - version baseline documentation is posted in the Documentation Library for Client access and
download. This includes documentation for all current product version baseline releases. A link to this
Documentation Library can be found on the Tiburon Support Website.
9.2 CRYSTAL REPORT / SSRS REPORT SHARING POOL
(COMING SOON)
Clients can submit Crystal Reports or SSRS Reports to be posted in the Sharing Pool, which will
accessible by all Tiburon Clients.
9.3 CLIENT TSR REPORTS (COMING SOON)
Standard SSRS Reports are available for Clients to obtain a formatted report of their TSRs or a non-
formatted report in csv format. Reports may include all Open Cases (not closed) or All Cases regardless
of status.
9.4 KNOWLEDGE BASE (COMING SOON)
Clients can submit a string search against Call Description and Status /Solution data in the HEAT database
to see if an issue had been submitted aril a resolution is available to a common issue. The inquiry can
also be filtered by System Type.
9.5 CUSTOMER FORUM (COMING SOON)
The Customer Forum will allow communications between Tiburon Clients on common issues or topics.
9.6 TIBURON USER GROUP
The Tiburon User Group provides an important vehicle for communicating with other users and Tiburon
staff, Each year, Tiburon hosts a User Group conference, offering training sessions, presentations and
product demonstrations. The annual conference enhances communication among users, introduces new
products and product upgrades, and provides working sessions focused on specific areas of user interest.
Each agency can send as many representatives to the annual conference as desired, at the then current per
attendee registration fee. The attendee fees help to offset a portion of the expenses we incur to ensure a
high - quality event for our Clients.
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9.7 PRODUCT STEERING COMMITTEES
Product Steering Committees allow Tiburon Clients to participate in product development and direction
for all major Tiburon applications. Each Product Steering Committee is composed of a chairperson
elected by the Tiburon User Group, and up to five additional members selected by the chairperson. The
Product Steering Committee members solicit input from Tiburon Clients licensed for each product line,
and compile suggested product changes to discuss at the annual Product Steering Committee meetings,
which are held in the spring, A Tiburon product advocate and Tiburon product technical lead attend the
annual Product Steering Committee meetings. Each session begins with a full demonstration of the
current product version, followed by a discussion of potential changes and enhancements. As a result of
these discussions, the Product Steering Committees determine which changes will be applied to the next
product version.
Product Steering Committee information is accessible via the password protected area of Tiburon's
website. Posted information includes annual Product Steering Committee Enhancement lists, as well as
Product Steering Committee issues submitted by Clients for discussion at the next annual Product
Steering Committee meeting.
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