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1547 <br />1548 <br />1549 <br />1550 <br />1551 <br />1552 <br />1553 <br />1554 <br />1555 <br />1556 <br />1557 <br />1558 <br />1559 <br />1560 <br />1561 <br />1562 <br />1563 <br />1564 <br />1565 <br />1566 <br />1567 <br />1568 <br />1569 <br />1570 <br />1571 <br />1572 <br />1573 <br />1574 <br />1575 <br />1576 <br />1577 <br />1578 <br />1579 <br />1580 <br />1581 <br />1582 <br />1583 <br />1584 <br />1585 <br />1586 <br />1587 <br />1588 <br />1589 <br />1590 <br />1591 <br />1592 <br />1593 <br />1594 <br />1595 <br />1596 <br />1597 <br />1598 <br />1599 <br />1600 <br />1601 <br />1602 <br />1603 <br />Priority <br />Resolution Process <br />Resolution Time <br />Priority 5 — <br />Low Priority issues are logged by TriTech and <br />There is no guaranteed resolution time for Low <br />Low Priority <br />addressed at the company's discretion according to <br />Priority issues. <br />TriTech's roadmap planning process. <br />Special Note #1: Priority 1 - Critical Priority issues meeting the previously noted criteria are defined as follows: <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 />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 />C. Inform Browser, Inform IQ and GISLink: <br />a. There are no Critical Priority (Priority 1) issues for these products. <br />Special Note #2: Priority 2 - Urgent Priority issues, meeting the previously noted criteria, are defined as follows: <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. Inability to change a unit's status (using all available methods). <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 />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 />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 <br />Page 46 of 48 <br />