Coverage Options
Standard Maintenance Option

• 8:00 a.m. to 5:00 p.m. (local time zone), Monday through Friday, excluding nationally observed holidays.
  
• If the customer's request or issue is not resolved by 5:00 p.m., assistance will continue on the next business day, unless the customer requests Special Services.
  
• The customer will receive one software upgrade during each Maintenance period.

Extended Maintenance Option

• Seven days a week by 24 hours a day coverage (24x7), including nationally observed holidays.
• The customer will receive one software upgrade during each Maintenance period.

Special Services
Special Services may be requested by a customer. Special Services include any out of coverage services or other services not covered by the Maintenance Agreement. Special Services are billed on an hourly basis, with a four-hour minimum, and the customer is responsible for reasonable travel and expenses, if applicable. The hourly rate is measured from the time assistance is provided or arrival on-site, whichever is applicable. Each additional hour or fraction thereof will be charged at the then current Special Services rate. The Special Service rate is available upon request.

Service Requests
Requests for Maintenance and Support Services shall be made to Publisafe's Customer Support Hotline at 1-800-FIND911.

Severity Definitions
Responses are categorized by severity. Severity goals and objectives are explained following severity definitions. Below are Publisafe/s standard severity definitions.

Severity Level 1 (Critical) means a total system outage has occurred; the server has lost all processing capability. Examples include:

• Inability to restart a processor or system processes
• Inability to start the application software on server
• Loss of system data; database corruption

Severity Level 2 (High) means a partial system outage has occurred; one or more dispatch workstations are completely non-functional. Examples include:

• Workstations lock ups
• Refresh issues
• TDD issues

Severity Level 3 (Medium) means other disruption problems not viewed as service affecting; a server or workstation outage has not occurred. Examples include:

• Loss of non-critical system component (e.g., tape drive, CD-ROM, modem)
• Reporting issues
• External interface (911 link) instability
• Application data errors which canŐt be corrected by user
• File maintenance (permissions, owner management, repair)
• Inability to process system updates or backups
• Prevention of access for routine administration activity
• Rip and Run printing issues
• RMS workstation issues

Severity Level 4 (Low) means issues of concern that require a response without requiring service restoration. Examples include:

• Report creation issues
• Documentation issues
• Questions regarding normal operations
• System anomalies that only occur once

Service Coverage, Goals And Objectives

	Security Level 1 Critical	Security Level 2 High	Security Level 3 Medium	Security Level 4 Low
Respond Software & Hardware	100% in 1 hour (24 X 7)	90% in 2 hours (24 X 7)	80% in 1 business day	70% in 1 business day
Restore Software	100% in 24 hours	90% in 24 hours	Not Applicable	Not Applicable
Resolve (w/o patch) Software	100% in 24 hours	90% in 30 days	80% in next release	70% in next release
Resolve (w patch) Software	100% in 24 hours	90% in 90 days	As Needed	As Needed
Respond (on-site repair) Hardware (person/part)*	100% in 4 hours	90% in 24 hours	As Needed	As Needed
Resolution Hardware	100% in 24 hours	90% in 24 hours	As Needed	As Needed

*The 4-hour objective starts once it is determined by a Publisafe support engineer that the issue is hardware related.

Maintenance And Support Service Exclusions
Maintenance and Support Services do not cover or include the following:

• Maintenance of a product which has been modified or repaired by someone other than Publisafe or Publisafe-approved representative;
• Making specification changes or performing Services connected with relocation of a product;
• Modification or replacement of a product, repair of damage, or increase in service time caused by failure to continually provide a suitable operational environment with all facilities prescribed by the applicable manual; including, but not limited to, the failure to provide, or the failure of adequate electrical power, temperature control, or humidity control;
• Modification or replacement of a product, repair of damage, or increase in service time caused by the use of a product for other than the purposes for which licensed, or not in accordance with Publisafe operating guidelines;
• Modification or replacement of a product, repair of damage, or increase in service time caused by:
  • accident
  • disaster, which shall include but not be limited to fire, water, wind, and lightning,
  • transportation
  • neglect or misuse
• Modification or replacement of a product, or increase in service time caused by the use of a product in combination with other product or materials not furnished by Publisafe, or in combination with other product or materials furnished by, but not combined by, Publisafe;
• Backing up or restoring programs and/or data;
• Keying, importing, converting or manipulation of data;
• The customer shall be subject to additional charges for services rendered when "No Trouble Is Found" more than twice in any month. The customer will be billed at Publisafe's then current Special Service Rate (four hour minimum is applicable).