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2013_1209_packet
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1545 <br />1546 <br />Priority <br />Issue Definition <br />Response Time <br />Priority 3 - <br />Normal Customer Services Hours Support: A <br />Normal Customer Services Hours: Telephone <br />High Priority <br />Software Error not meeting the criteria of a <br />calls to 800. 987.0911 by the first available <br />Critical or Urgent Priority, has a workaround <br />representative but not longer than 5 minutes after <br />available, but which does negatively impact the <br />the initial phone call. <br />User from entering incoming calls for service <br />TriTech will use commercially reasonable efforts to <br />and /or dispatching emergency units. Such errors <br />After Normal Customer Services Hours: This <br />will be consistent and reproducible. <br />priority of issue is not managed after hours. <br />Priority 2 — <br />A significant number of Inform CAD or Inform <br />TriTech will use commercially reasonable efforts to <br />Urgent Priority <br />Mobile workstations are negatively impacted by <br />resolve the issue as soon as possible and not later <br />this error (e.g., does not apply to a minimal set of <br />than 36 hours after notification. <br />workstations). <br />Priority 4 — <br />Normal Customer Services Hours Support: A <br />Normal Customer Services Hours: Telephone <br />Medium Priority <br />Software Error related to a user function which <br />calls to 800. 987.0911 will be answered and <br />does not negatively impact the User from entering <br />managed by the first available representative but <br />incoming calls for service and /or dispatch <br />not longer than 5 minutes after the initial phone <br />emergency units. This includes system <br />call. <br />administrator functions. <br />priority scheduling in a subsequent release. <br />Priority 4 — <br />If TriTech determines that a reported Medium <br />After Normal Customer Services Hours: This <br />Medium Priority <br />Priority error requires a code correction, such <br />priority of issue is not managed after Hours. <br />Priority 5 — <br />Normal Customer Services Support: Cosmetic or <br />Normal Customer Services Hours: Telephone <br />Low Priority <br />Documentation errors, including Client technical <br />calls to 800. 987.091 lwill be answered and <br />questions or usability questions. <br />managed by the first available representative but <br />not longer than 5 minutes after the initial phone <br />call <br />After Normal Customer Services Hours: This <br />priority of issue is not managed after hours. <br />Priority <br />Resolution Process <br />Resolution Time <br />Priority I — <br />TriTech will provide a procedural or configuration <br />TriTech will work continuously (including after <br />Critical Priority <br />workaround or a code correction that allows the <br />hours) to provide the Client with a solution that <br />Client to resume live operations on the production <br />allows the Client to resume live operations on the <br />system. <br />production system. <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 />Priority 2 — <br />TriTech will provide a procedural or configuration <br />TriTech will use commercially reasonable efforts to <br />Urgent Priority <br />workaround or a code correction that allows the <br />resolve the issue as soon as possible and not later <br />Client to resume normal operations on the <br />than 36 hours after notification. <br />production system. <br />Priority 3 - <br />TriTech will provide a procedural or configuration <br />TriTech will work to provide the Client with a <br />High Priority <br />workaround that allows the Client to resolve the <br />resolution which may include a workaround or <br />problem. <br />code correction within a timeframe that takes into <br />consideration the impact of the issue on the Client <br />and TriTech's User base. Priority 3 issues have <br />priority scheduling in a subsequent release. <br />Priority 4 — <br />If TriTech determines that a reported Medium <br />TriTech will work to provide the Client with a <br />Medium Priority <br />Priority error requires a code correction, such <br />resolution which may include a workaround or <br />issues will be addressed in a subsequent release <br />code correction in a future release of the software. <br />when applicable. <br />Priority 4 issues have no guaranteed resolution <br />time. <br />CAD and Mobile Data Agreement Ramsey County and User Members Page 45 of 48 <br />
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