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12-09-13-R
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12/9/2013 8:31:46 AM
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Priority Resolution Process Resolution Time <br />Priority 5 Low Priority issues are logged by TriTech and There is no guaranteed resolution time for Low <br />Low Priority addressed at the company's discretion according to Priority issues. <br /> TriTech's roadmap planning process. <br /> <br /> <br />Special Note #1: <br />Priority 1 - Critical Priority issues meeting the previously noted criteria are defined as follows: <br /> <br />A. Inform CAD: <br />a. The Inform CAD System is down and all workstations will not launch or function. <br />b. The Inform CAD System is inoperable due to data corruption caused by TriTech Software. <br />c. The Inform CAD Reporting and Archiving Server is down and the system is configured to use the Reporting <br />Server for dispatching functions (e. g., Premise History). <br />d. Law enforcement users are unable to send or receive justice queries (this priority applies if the functionality <br />is available through no other available methods). <br /> <br />B. Inform Mobile: <br />a. The Inform Mobile System is down and all unit mobile devices are unable to log in or function. <br />b. The Inform Mobile System is inoperable due to data corruption caused by TriTech Software. <br />c. Law enforcement users are unable to send or receive justice queries (this priority applies if the functionality <br />is available through no other available methods). <br /> <br />C. Inform Browser, Inform IQ and GISLink: <br />a. There are no Critical Priority (Priority 1) issues for these products. <br /> <br />Special Note #2: <br /> Priority 2 - Urgent Priority issues, meeting the previously noted criteria, are defined as follows: <br /> <br />A. Inform CAD: <br />a. Inform CAD users are severely impacted due to one of the following conditions: <br />i. Unable to enter new requests for service via the emergency or scheduled call-taking screen (using <br />all available methods). <br />ii. A user is unable to verify an address from within the emergency or scheduled call-taking screen. <br />iii. The inability to view/edit premise or caution note information. <br />iv. The inability to send and receive text messaging (within CAD, CAD to Mobile, or Mobile to <br />Mobile). <br />v. The system does not perform unit recommendations. <br />vi. Inability to assign a unit to an incident (using all available methods). <br />vii. <br />viii. Inability to close an incident (using all available methods). <br />ix. Inability to view incident information needed to dispatch an incident (using all available methods). <br /> <br />B. Inform Mobile: <br />a. Inform Mobile users are severely impacted due to one of the following conditions: <br />i. Inability to receive new requests for service from TriTech CAD (using all available methods). <br />ii. Inability to view incident information needed to dispatch an incident (using all available methods). <br />iii. The inability to send and receive text messaging (within CAD, CAD to Mobile, or Mobile to <br />Mobile). <br />iv. Inability to enter a traffic stop or on-view incident. <br />v. The inability to view premise or caution note information. <br /> <br />C. Inform CAD/Mobile Interfaces: <br />a. An Inform CAD Station Alerting Interface is down or Inform CAD Station Alerting Interface repeatedly fails <br />to process a station alert, as part of a unit assignment, or if there is a reoccurring significant delay in the <br />interface processing a station alert as part of a unit assignment (once it is diagnosed that is not being caused <br />by the station alerting system). <br />b. An Inform CAD Paging Interface is down. <br />c. An interface used for personnel rostering is down. <br />d. A CAD-to-CAD interface is down or repeatedly fails to process information into an incident. <br />e. An Inform CAD Paging Interface repeatedly fails to process a unit alert as part of a unit assignment. <br />f. An ANI/ALI interface repeatedly fails to process information into an incident. <br />g. An interface to an external rostering system used to logon units is down. <br />CAD and Mobile Data Agreement Ramsey County and User Members Page 46 of 48 <br /> <br />
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