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♦ ■ i i SUPPORT PLAN Services Provided: The Services provided pursuant to this Agreement are based on the following _ Severity Levels. Each Severity Level defines the actions that will be taken by LETG for Response 4 Time, Target Resolution Time, and Resolution Procedure for reported problems by CoR. 4 Response Times for Severity Levels 1 and 2 are based upon phone contact by CoR as opposed 4 to written contact by facsimile, email, or letter. Resolution Procedures are based upon LETG's 4 procedures for Service as described below. Unless otherwise stated, all suspected Residual F Errors will be investigated and corrected from LETG's facilities unless it is determined by LETG that on-site investigation and correction is necessary. Reportinq a Problem. CoR shall assign an initial Severity Level for each error reported, either _ verbally or in writing, based upon the definitions listed below. Because of the urgency involved, 4 Severity Level 1 or 2 problems must be reported verbally to LETG's call intake center. LETG 4 shall immediately notify CoR if it makes any changes to the Severity Level. 4 Status Reports. LETG shall provide verbal status reports to CoR on Severity Level 1 and 2 4 Residual Errors. Written status reports on outstanding Residual Errors will be provided by LETG to CoR's system administrator on a monthly basis. SEVERITY DEFINITION TARGET TARGET LEVEL RESPONSE RESOLUTION TIME TIME 1 Total System Failure — occurs LETG shall LETG shall fix or when the System is not provide a cure within 24 functioning and there is no telephone hours of initial workaround; such as when a conference notification by Central Server is down or when within one CoR. the workflow of an entire agency hour of is not functioning. initial voice notification b CoR.1 1 LETG will use its best efforts to provide RPD with a fix or cure within the Target Resolution Time. RPD shall allow LETG timely access to System. Target Resolution Times are not applicable if an error cannot be reproduced on a regular basis on either the LETG or RPD's Systems. Should RPD report an error that LETG cannot reproduce, LETG may enable a detail error capture/logging process to monitor the System. Should LETG determine that it is unable to correct such reported Residual Error within the specified Target Resolution Time, LETG shall assign such personnel necessary to correct such Residual Error promptly. Should LETG, in its sole discretion, determine that such a Residual Error is not present, LETG shall verify; (a) the Software operates in conformity to the System Specifications, (b) the Software is being used in a manner for which it was intended or designed, or (c) the Software is used only with approved hardware or software. The Target Resolution Time shall not commence until such time as the verification procedures are completed. Page 16 of 19