11-25-2013 Council Agenda - Laserfiche WebLink

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Priority ssue Definition Response Time Priority 3 - High Priority Normal Customer Services [-tours Support: A Software Error not meeting the criteria of a Critical or Urgent Priority, has a workaround available, but which does negatively impact. the User front entering incoming calls for service and /or dispatching emergency units. Such errors will he consistent and reproducible. A significant number of Inform CAD or Inform Mobile workstations are negatively impacted by this error (e.g., does not apply t0 a minimal set of workstations). Normal Customer Services Hours: "telephone calls to 800. 987.0911 by the first available representative but not longer than 5 minutes after the initial phone call. After Normal Customer Services !lours: This priority of issue is not managed after hours. Priority 4 — Medium Priority Normal Customer Services Hours Support: A Software Error related to a user function which cloes not negatively impact the User from enterin incoming calls for service and /or dispatch emergency units. This includes system administrator functions. Priority 5 — Low Priority Normal Customer Services Support: Cosmetic 01 Documentation errors, including Client technical questions or usability questions. Normal Customer Services Haul: Telephone calls to 800. 987.0911 will be answered and managed by the fast available representative but not longer than 5 minutes after the initial phone call. After Normal Customer Services Hours: This priority of issue is not managed after Homy. Normal Customer Services flours: Telephone calls to 800. 987.0911 will be answered and managed by the first available representative but not longer Than 5 minutes after the initial phone call After Normal Customer Services Flours: This priority of issue is not managed after hours. Priority Resolution Process Resolution "Time Priority 1 — Critical Priority "l7iTech will provide a procedural or configuration workaround or a code eonection that allows the Client to resume live operations on the production system. "1'ri'Tech will work continuously (including after hours) to provide the Client with a solution that allows the Client to resume live operations on the production system. "f7i Tech will use commercially reasonable efforts to resolve the issue as soon as possible and not later than 12 hours after notification. Priority 2 — Urgent Priority "I'ri Tech will provide a procedural or configuration workaround or a code correction that allows the Client to resume normal operations on the production system. Trawl will use commercially reasonable efforts to resolve the issue as soon as possible and not later than 36 hours after notification. Priority 3 - High Priority 'I7i Tech will provide a procedural or configuration workaround that allows the Client to resolve the problem. Trt['ech will work to provide the Client with a resolution which may include a workaround or code correction within a timeframe that takes into co nsiderati011 the impact of the issue on the Client and Tri.ech's User base. Priority 3 issues have priority scheduling in a subsequent release. Priority 4 — Meditun Priority If TriTech determines that a reported Medium Priority error requires a code correction, such issues will he addressed in a subsequent release when applicable. In Tech will work to provide the Client with a resolution which may include a workaround or code correction in a future release of the software. Priority 4 issues have no guaranteed resolution Mite. CAD and Mobile Data Agreement Ramsey County and User Members Page 45 of 48