Okaloosa County BOCC — 2013 meeting #1182 (date undetermined) — TriTechSoftwareServicesContract — reading text

this error (e.g., does not apply to a minimal set of VisionCAD, VisionMobile, Inform RMS, FBR or Jail workstations), Priority 4 - Normal Customer Service Hours Support: A Normal Customer Service Hours: Telephone Medium Priority | Software Error related to a user function which calls to 800, 987.0911 will be answered and does not prevent routine use of the system. This managed by the first available representative includes system administrator functions. Priority 4 (Medium Priority) issues are not managed after Normal Customer Service Hours. Priority 5—- Normal Customer Service Hours Support: Normal Customer Service Hours: Telephone Low Priority Cosmetic or Documentation errors, including calls to 800, 987.091] will be answered and Client technical questions or usability questions managed by the first available representative but not longer than 5 minutes after the initial phone call Priority 5 (Low Priority) issues are not managed after Normal Customer Service Hours. Critical Priority TriTech will provide a procedural or configuration workaround or a code correction that allows the Client to resume live operations on the production system, TriTech 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. TriTech will use commercially reasonable efforts to resolve the issue as soon as possible and not later than 24 hours after notification. Priority 2 - Urgent Priority TriTech will provide a procedural or configuration workaround or a code correction that allows the Client to resume normal operations on the production system. TriTech 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, TriTech 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 TriTech will provide a procedural or configuration workaround that allows the Client to resolve the problem. TriTech will work to provide the Client with a resolution which may include a workaround or code correction within a timeframe that takes into consideration the impact of the issue on the Client Okaloosa County Department of Public Safety Copyright © 2013 TriTech Software Systems — Confidential & Proprietary Unpublished: Rights reserved under the copyright laws of the United States Page 19 of 21 Software Support Agreement Vision and Inform Applications and TriTech’s User base, Priority 3 issues have priority scheduling in a subsequent release. Priority 4—- Medium Priority If TriTech determines that a reported Medium Priority error requires a code correction, such issues will be addressed in a subsequent release when applicable. Some problems of a minor nature may be designated for repair during a future technology upgrade of the effected module. In that case, the issue will be documented in a TriTech software development document and the support ticket will be closed. TriTech 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 time, Priority 5 — Low Priority Low Priority issues are logged by TriTech and addressed at the company's discretion according to TriTech's roadmap planning process. Some problems of a minor nature may be designated for repair during a future technology upgrade of the effected module. In that case, the issue will be documented in a TriTech software development document and the support ticket will be closed, There is no guaranteed resolution time for Low Priority issues. Special Note #1, Priority 1 - Critical Priority issues mecting the previously noted criteria are defined as follows: A. TriTech VisionCAD: a. b. C, B. TriTech VisionMobile: a. b. C. TriTech /Mobile Interfaces: a D, TriTech Inform RMS System: a. b. E. TriTech Inform Jail: a. b. F, TriTech Inform FBR System: a. b. G. TriTech Inform 1Q a. Okaloosa County Department of Public Safety Copyright © 2013 TriTech Sofiware Systems — Confidential & Proprietary Unpublished: Rights reserved under the copyright laws of the United States Page 20 of 21 The VisionCAD System is down and all workstations will not launch or function. The VisionCAD System is inoperable due to data corruption caused by TriTech Software. Law enforcement users are unable to send or receive justice queries (this priority applies if the functionality is available through none of the available methods). The VisionMobile System is down and all unit mobile devices will not login or function. The VisionMobile System is inoperable due to data corruption caused by TriTech Software. ANCIC State Message Server (records check) interface is down (see Special Note #1 section 1. d). Inform RMS Server is down and unavailable for queries. Inform RMS is inoperable due to data corruption caused by TriTech Software. The Jail System Server is down and unavailable for queries and/or inmate booking and/or release. The Jail System is inoperable due to data corruption caused by TriTech Software. The Inform FBR Server is down and unavailable to process reports. The Inform FBR Server is inoperable due to data corruption caused by TriTech Software. Thefe are no Critical Priority (Priority 1) issues for this product. Software Supporl Agreement Vision and Inform Applications Special Note #2: Priority 2 - Urgent Priority issues meeting the previously noted criteria are defined as follows: A. TriTech VisionCAD: a. VisionCAD users are severely impacted due to one of the following conditions: 4 Unable to enter new requests for service, ii. Unable to assign a unit to an incident: iii. Unable to change a unit’s status. iv. Unable to close an incident. y. to view incident information needed to dispatch an incident (using all available methods). b. An ANI/ALI interface repeatedly fails to process information into an incident. i, B. TriTech VisionMobile: a. Mobile users are severely impacted due to one of the following conditions: i. Unable to receive new requests for service from VisionCAD. ii, Unable to view incident information needed to dispatch an incident. iii. Law enforcement users are unable to send or receive justice queries (using all available methods). &. TriTech Inform RMS, FBR, and Jail: a. Inform RMS - Inability to create and save reports b. Inform FBR — Inability to enter and transfer reports into Inform RMS c. Inability to create UCR/NIBRS State Reports d. Inform Jail — inability to book or release an inmate D. TriTech Inform IQ: a. There are no Urgent Priority (Priority 2) issues for this product. Additional Information: Customer Service State and Federal mandates relating to justice queries and reporting change from time to time. The following changes are considered covered support items. A. Modifications to installed Uniform Crime Reporting (UCR) Program or National Incident Based Reporting System (NIBRS) facilities within the TriTech Inform RMS Licensed Software as necessary to accommodate Government Mandated Changes dictated by State and Federal agencies having authority over these programs, B. Modifications to installed TriTech CAD/Mobile Licensed Software that operates with State and National Criminal Justice Information Systems (State CJIS/NCIC) systems to accommodate Government Mandated Changes dictated by State and Federal agencies having authority over these programs. Okaloosa County Department of Public Safety Software Support Agreement Copyright © 2013 TriTech Software Systems — Confidential & Proprietary Vision and Inform Applications Unpublished: Rights reserved under the copyright laws of ihe United States Page 21 of 21