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Priority Resolution Process Resolution Time Priority 5 Low Priority issues are logged by TriTech and There is no guaranteed resolution time for Low Low Priority addressed at the company's discretion according to Priority issues. TriTech's roadmap planning process. Special Note #1: Priority 1 - Critical Priority issues meeting the previously noted criteria are defined as follows: A. Inform CAD: a. The Inform CAD System is down and all workstations will not launch or function. b. The Inform CAD System is inoperable due to data corruption caused by TriTech Software. c. The Inform CAD Reporting and Archiving Server is down and the system is configured to use the Reporting Server for dispatching functions (e. g., Premise History). d. Law enforcement users are unable to send or receive justice queries (this priority applies if the functionality is available through no other available methods). B. Inform Mobile: a. The Inform Mobile System is down and all unit mobile devices are unable to log in or function. b. The Inform Mobile System is inoperable due to data corruption caused by TriTech Software. c. Law enforcement users are unable to send or receive justice queries (this priority applies if the functionality is available through no other available methods). C. Inform Browser, Inform IQ and GISLink: a. There are no Critical Priority (Priority 1) issues for these products. Special Note #2: Priority 2 - Urgent Priority issues, meeting the previously noted criteria, are defined as follows: A. Inform CAD: a. Inform CAD users are severely impacted due to one of the following conditions: i. Unable to enter new requests for service via the emergency or scheduled call-taking screen (using all available methods). ii. A user is unable to verify an address from within the emergency or scheduled call-taking screen. iii. The inability to view/edit premise or caution note information. iv. The inability to send and receive text messaging (within CAD, CAD to Mobile, or Mobile to Mobile). v. The system does not perform unit recommendations. vi. Inability to assign a unit to an incident (using all available methods). vii. viii. Inability to close an incident (using all available methods). ix. Inability to view incident information needed to dispatch an incident (using all available methods). B. Inform Mobile: a. Inform Mobile users are severely impacted due to one of the following conditions: i. Inability to receive new requests for service from TriTech CAD (using all available methods). ii. Inability to view incident information needed to dispatch an incident (using all available methods). iii. The inability to send and receive text messaging (within CAD, CAD to Mobile, or Mobile to Mobile). iv. Inability to enter a traffic stop or on-view incident. v. The inability to view premise or caution note information. C. Inform CAD/Mobile Interfaces: a. An Inform CAD Station Alerting Interface is down or Inform 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 the 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. An Inform CAD Paging Interface is down. c. An interface used for personnel rostering is down. d. A CAD-to-CAD interface is down or repeatedly fails to process information into an incident. e. An Inform 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. CAD and Mobile Data Agreement Ramsey County and User Members Page 46 of 48