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12-09-13-R
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12/9/2013 8:31:46 AM
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Priority Issue Definition Response Time <br />Priority 3 - Normal Customer Services Hours Support: A Normal Customer Services Hours: Telephone <br />High Priority Software Error not meeting the criteria of a calls to 800. 987.0911 by the first available <br /> Critical or Urgent Priority, has a workaround representative but not longer than 5 minutes after <br />available, but which does negatively impact the the initial phone call. <br />User from entering incoming calls for service <br />and/or dispatching emergency units. Such errors After Normal Customer Services Hours: This <br />will be consistent and reproducible. priority of issue is not managed after hours. <br /> <br />A significant number of Inform CAD or Inform <br />Mobile workstations are negatively impacted by <br />this error (e.g., does not apply to a minimal set of <br />workstations). <br /> <br />Priority 4 Normal Customer Services Hours Support: A Normal Customer Services Hours: Telephone <br />Medium Priority Software Error related to a user function which calls to 800. 987.0911 will be answered and <br /> does not negatively impact the User from entering managed by the first available representative but <br />incoming calls for service and/or dispatch not longer than 5 minutes after the initial phone <br />emergency units. This includes system call. <br />administrator functions. <br /> After Normal Customer Services Hours: This <br />priority of issue is not managed after Hours. <br />Priority 5 Normal Customer Services Support: Cosmetic or Normal Customer Services Hours: Telephone <br />Low Priority Documentation errors, including Client technical calls to 800. 987.0911will be answered and <br /> questions or usability questions. managed by the first available representative but <br />not longer than 5 minutes after the initial phone <br />call <br /> <br />After Normal Customer Services Hours: This <br />priority of issue is not managed after hours. <br /> <br /> <br />Priority Resolution Process Resolution Time <br />Priority 1 TriTech will provide a procedural or configuration TriTech will work continuously (including after <br />Critical Priority workaround or a code correction that allows the hours) to provide the Client with a solution that <br /> Client to resume live operations on the production allows the Client to resume live operations on the <br />system. production system. <br /> <br /> TriTech will use commercially reasonable efforts to <br />resolve the issue as soon as possible and not later <br />than 12 hours after notification. <br /> <br />Priority 2 TriTech will provide a procedural or configuration TriTech will use commercially reasonable efforts to <br />Urgent Priority workaround or a code correction that allows the resolve the issue as soon as possible and not later <br /> Client to resume normal operations on the than 36 hours after notification. <br />production system. <br />Priority 3 - TriTech will provide a procedural or configuration TriTech will work to provide the Client with a <br />High Priority workaround that allows the Client to resolve the resolution which may include a workaround or <br /> problem. code correction within a timeframe that takes into <br /> consideration the impact of the issue on the Client <br /> 3 issues have <br />priority scheduling in a subsequent release. <br /> <br />Priority 4 If TriTech determines that a reported Medium TriTech will work to provide the Client with a <br />Medium Priority Priority error requires a code correction, such resolution which may include a workaround or <br /> issues will be addressed in a subsequent release code correction in a future release of the software. <br />when applicable. Priority 4 issues have no guaranteed resolution <br /> time. <br /> <br />CAD and Mobile Data Agreement Ramsey County and User Members Page 45 of 48 <br /> <br />
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