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3 - Tiburon, IncSOWN OF ~\II // „~ ~~ e ~"~` s COUNCIL AGEND A REPORT Og G0.S0 MEETING DATE: 08/02/10 ITEM NO: DATE: July 22, 2010 TO: MAYOR AND TOWN COUNCIL FROM: GREG CARSON, TOWN MANAGER SUBJECT: APPROVE EXTENDED MAINTENANCE AGREEMENT AND CONTRACT RJITH TIBURON, NC. FOR COMPUTER AIDED DISPATCI-I (CAD), RECORDS MANAGEMENT SYSTEM (RMS), AUTOMATED REPORTING SYSTEM (ARS) AND MOBILE DATA SYSTEMS (MDS). RECOMMENDATION: Approve extended maintenance agreement and contract with Tiburon, Inc. for Computer Aided Dispatch (CAD); Records Management System (RIMS); Automated Reporting System (ARS) and Mobile Data Systems (MDS). BACKGROUND: In April 1999, Council approved the upgrade of the Police Department's CAD and RMS with Tiburon, Inc. to ensw•e Y2K compliance. Since then, the Police Department has added an automated reporting system and mobile data terminals to the fleet of patrol cars to provide more efficient and effective data management, information retrieval and report writing. The last agreement with Tiburon, Inc. was approved for five years,.which ends July 31, 2010. DISCUSSION: The Police Department is interested in pursuing an additional one year maintenance agreement with Tiburon; Inc. as it is critical to the fimctions of the department. The agreement provides such services as 24/7 support tectuiical support, status reports and some portions of software upgrades ~ ~ ~ `F PREPARED BY: Scott R. Seaman, Chief of Police L':\N1.45TER+COI,TC[L'.TOwn Council Report Format.doc;'Tiburonlnc7 2010 Reviewed by: ~'~ Assistant Town Manager i~i~~ Town Attorney Clerk AdministratorFinance ~Conm7unity Deg-elopment PAGE2 MAYOR AND TOVJiv' COUNCIL SUBJECT: APPROVE EYTENDED MAINTENANCE AGREE\~1ENT WITH TIBIJRON, INC. DATE: July 16, 2010 CONCLUSION: Staff recommends Council approve the extended maintenance agreement with Tiburon, Inc. ENVIRONMENTAL ASSESSMENT: This is not aproject defined under CEQA and no further action is required. FISCAL MPACT: The cost for the extended one year maintenance agreement is $70.,736.00 and eras budgeted in the Police DeparCment FY10-11 operating budget account #4201 63332. Attaclunents: Agreement MASTER SUPPORT AGREEMENT This Master Support Agreement (this "Agreement") is entered into this 1st day of August, 2010 (the "Effective Date"), by and between Town of Los Gatos (the "Client") and Tiburon, Inc., a Virginia corporation having its primary place of business at 6200 Stoneridge Mall Road, Suite 400, Pleasanton, California 94588 ("Tiburon"). WHEREAS, the Client has determined that it desires to obtain from Tiburon certain support services relating to a computer automated system previously implemented by Tiburon for the Client; and WHEREAS, Tiburon is qualified to provide the support services specified in this Agreement and, subject to the terms and conditions set forth in this Agreement, Tiburon desires to provide such support services; NOW THEREFORE, in consideration of the mutual covenants contained herein, the Client and Tiburon hereby agree as follows: 1. Definitions Capitalized terms used herein and in any exhibit hereto shall have the definitions set forth on Exhibit 1 attached hereto and incorporated herein by this reference, unless otherwise defined herein. 2. Scope of Work 2.1. Basic Support. Subject to the terms and conditions set forth in this Agreement, Tiburon shall provide the following support for the Covered Applications ("Basic Support"). (a) Application Errors. Tiburon will correct Errors in any of the Covered Applications discovered by the Client during the term of this Agreement, provided (a) the Client provides all information regarding such Error that may be requested by Tiburon in accordance with Section 5.1 hereof (Technical Service Requests], (b) such Error is reproduced by the Client in accordance with Section 5.13 hereof (Error Reproduction), and (c) the Client has provided Tiburon with remote access to the System as required under Section 5.2 hereof (Remote Access). (b) Client Support Genter. Tiburon will provide toll-free telephone support for operational and technical assistance. Support for Priority 1 Calls relating to Tiburon's Computer Aided Dispatch (CAD) software applications, Corrections Management (JaiIRECORDS, Premier IMS, JMS and CorrMedica) software applications, Mobile Dispatch (MobileCOM) software applications, Message Switch System (MSS) software applications and any critical interfaces to those systems shall be available twenty four hours a day, seven days a week (24x7). Support for all other calls and other Tiburon applications will be available during Tiburon's normal support hours of 8:00 a.m. to 5:30 p.m. local time in the Client's time zone (not including weekends and Tiburon holidays). Tiburon reserves the right to charge reasonable call-out fees for any call received other than during Tiburon's normal support hours. Additional information regarding call-out fees is described in Exhibit 7 (Warranty & Maintenance Support -Guidelines & Options). (c) Account Manager. Tiburon will designate, in a written notice delivered in accordance with Section 24 hereof (Notices), a single individual to act as the account manager for purposes of coordinating technical support as set forth herein (the "Account Manager"). The Account Manager shall ensure Tiburon's compliance with, and shall coordinate appropriate schedules in connection with, its obligations set torh herein. Tiburon may change the individual designated hereunder by providing the Client with advance written notice delivered in accordance with Section 24 hereof (Notices) designating the new individual authorized to act as the Account Manager. Page 1 of 14 Master Suppor[ Agreement (d) Status Reports. Tiburon will provide the Client with a monthly status report (a "Monthly Status Report"). Each Status Report will include a summary of site activity and a summary of requests by the Client far technical services delivered in accordance with Section 5.1 hereof (Technical Service Requests). Additional information that may be contained in the monthly status report is described in Exhibii 7 (Warranty & Maintenance Support -Guidelines & Options). Each Monthly Status Report will be delivered to the Client in accordance with the notice provisions set forth in Section 24 hereof (Notices). (e) Back-Ups. Subject to the Client's obligations under Section 5.4 hereof (Maintenance and Back-Ups), Tiburon will support the Client in maintaining and/or updating the Back Up Schedule and Procedures, attached hereto as Exhibit 6, and as further defined in Exhibit 7 (Warranty & Maintenance Support -Guidelines & Options), the Systems Administration Support Services document (attached hereto as Exhibit 8), and the DBA Services document (attached hereto as Exhibit 9). . (f) NCIC, NIBRS/UCR, and NFIRS Updates. Tiburon will provide updates to the Covered Applications for Client use and installation in response to legal requirements mandated by the National Crime Information Center (NCIC), the National Incident Based Reporting System/Uniform Crime Reporting (NIBRS/UCR), and the National Fire Incident Reporting System (NFIRS) when such requirements necessitate modification(s) to the Source Code relating to any Covered Application and are necessary for the proper performance of the Covered Application. Any other changes, including but not limited tc, those mandated or offered by any state, county, city or municipal governmental entity, as well as changes to any Protocols are outside the scope of this Agreement. (g) Database Administration (DBA) Support. DBA support will be provided in the manner as set forth in Section 4.3, "Level 1 DBA Support", of Exhibit 7 (Warranty & Maintenance Support -Guidelines & Options), and as further described in the DBA Services document (attached hereto as Exhibit 9). (h) System Administration (SA) Support. SA support will be provided in the manner as set forth in Section 4.4, "Level 1 System Administration Support", of Exhibit 7 (Warranty & Maintenance Support - Guidelines & Options), and as further described in the Systems Administration Support Services document (attached hereto as Exhibit 8). (i) Version Management Program. The Version Management Program (VMP) provides Clients with eligible products with ongoing product enhancements and new features. VMP will be provided in the manner as set forth in Section 4.5, "Version Management Program", of Exhibit 7 (Warranty & Maintenance Support -Guidelines & Options). 2.2. Support Options. In addition to Basic Support, the Client may purchase support options described in Exhibit 7 (Warranty & Maintenance Support -Guidelines & Options). The terms and conditions for each Support Option shall be set forth in a separate exhibit which, upon payment of the required annual fee for such Support Option, shall automatically become part of this Agreement and shall be subject to the terms hereof. The Client may discontinue any Support Option by providing Tiburon at least ninety (90) calendar days prior written notice identifying the Support Option to be discontinued; provided, however, that such discontinuance shall not be effective until the next occurring Payment Date. 2.3. Enhancements. From time to time, the Client may request Tiburon to provide under this Agreement services and materials to furnish, install and implement an Enhancement. The installation and implementation of such Enhancement shall be provided on a fixed-price basis. No Enhancement shall be provided under this Agreement unless (a) this Agreement is amended as necessary or appropriate to incorporate the Enhancement Terms relating to the Enhancement; (b) the Enhancement Terms are attached to this Agreement as a new exhibit and, except as specifically set forth therein, are subject to the terms of this Agreement; (c) the Enhancement Terms include terms regarding final acceptance of the Enhancement; Page 2 of 14 , Maser Support Agreement (d) the Enhancement Terms provide that, upon final acceptance of the Enhancement, Exhibit 2 to this Agreement shall be amended to incorporate the Enhancement as a Covered Application subject to the Client's payment of any necessary additional support fees relating to the Enhancement; and (e) the Enhancement Terms provide that, upon final acceptance of such Enhancement, the Software License Agreement shall be considered amended as necessary or appropriate to grant to the Client the appropriate rights to use the Enhancement, subject to payment in full of all amounts due under the Enhancement Terms. 2.4. Out of Scope Services. From time to time, the Client may request Tiburon to provide under this Agreement certain Out of Scope Services. Tiburon shall be under no firm obligation to perform any Out of Scope Services, but shall undertake to make a good faith effort to perform such services to the extent that it is capable of doing so without substantially interfering with its other obligations under this Agreement or with its obligations to its other clients. Any Out of Scope Services shall be provided, at Tiburon's option, on a fixed-quote basis with payment milestones or on a time and material basis at Tiburon's then current technical service rates plus all related travel, per diem and other expenses invoiced as incurred. No Out of Scope Services shall be provided under this Agreement unless: (a) this Agreement is amended as necessary or appropriate to incorporate the terms relating to the Out of Scope Services; (b) those terms are attached to this Agreement as a new exhibit and, except as specifically set forth therein, are subject to the terms of this Agreement; and, (c) those terms include agreed-to criteria regarding completion of the work, if applicable. 3. Term The term of this Agreement shall commence on the Effective Date and shall continue in effect until terminated in accordance with its terms. 4. Fees and Payment 4.1. Annual Support Fees (a) Basic Support. The Client shall pay an annual fee for Basic Support for each of the Covered Applications. The amount of such annual fee shall be set forth on Exhibit 2 attached hereto and incorporated herein by this reference and shall be paid in advance on or prior to the expiration of any Warranty Period applicable to such Covered Application and, thereafter, on each Payment Date during the term of this Agreement. (b) Support Options. The Client shall pay an annual fee for any requested Suppdrt Options. The amount of such annual fee shall be set forth on the exhibit pertaining to such Additional Support Option and shall be paid on or prior to the commencement of any services relating to such Additional Support Option and, thereafter, on each Payment Date during the term of this Agreement unless such Additional Support Option has been discontinued in accordance with Section 2.2 hereof (Support Options). (c) Enhancements and Out of Scope Services. Payment shall be as stated in the applicable Enhancement/Out of Scope Services proposal. 4.2. Annual Adjustments. The fees payable pursuant to Section 4.1 (a) and Section 4.1 (b) hereof (Annual Support Fees) may be increased on an annual basis by five percent (5%) upon at least thirty (30) days prior written notice to the Client. Such increase shall become effective on the next occurring Payment Date. 4.3. Invoices. Invoices pursuant to Section 4.1 hereof shall be payable on or prior to each Payment Date during the term of this Agreement or shall be payable within thirty (30) days of receipt unless otherwise specifically provided. 4.4. Consequences of Late Payment. Failure to pay any amount owing hereunder when such amount is due shall constitute a material default under this Agreement and would result in the termination of Page 3 of 14 Masser Support Agreement this Agreement in all or part. The Client shall reimburse Tiburon for all collection fees, including reasonable attorneys' fees and expenses, incurred by Tiburon in connection with the collection of any amount owing hereunder. Tiburon reserves the right to charge the Client an administrative fee to reinstate any part of its support that has lapsed due to nonpayment. The administrative fee shall equal ten percent (10%) of the then-current annual support fee for the lapsed support. 5. Client Responsibilities 5.1. Technical Service Request. The Client shall provide all information requested by Tiburon necessary to complete its Technical Service Request form for each request for technical services, Enhancements, and Out of Scope Services. 5.2. Remote Access. Ensure Tiburon (Cisco) VPN remote access including dedicated high speed (T1 (1.544mb/s) or greater bandwidth). Access to Client servers on Client site(s) must be interactive, including but not I'imited to PC Anywhere, Remote Desktop, VNC, telnet, secure shell (ssh) ,and application-level TCP/IP socket connectivity as determined necessary by Tiburon. Access provided to Tiburon must include local administrative control of all servers involved in Tiburon implementation. In addition, Tiburon requires the ability to dynamically upload/download files to the server(s) without third-party intervention. Client shall install and monitor during the term of this Agreement a dedicated high-speed data connection, as set forth above, and any other networking equipment specified in the Site, System and Network Specifications document (Exhibit 5) to provide Tiburon remote access to the System. Tiburon shall not be responsible for any costs relating to the procurement, installation, maintenance and use of such equipment and all. associated telephone use charges. Tiburon shall use the data connection solely in connection with the provision of its services hereunder. The Client may be required to run tests deemed necessary by Tiburon following each remote access as requested by Tiburon. 5.3. Physical Access. The Client shall provide Tiburon with physical access to the System at any time during normal business hours. After normal business hours, the Client shall ensure that one of the Technical Support Coordinators designated under Section 5.11 hereof (Technical Support Coordinators) can be reached by phone or pager to (a) provide physical access to the System within two (2) hours of Tiburon's request for such access, and (b) remain on-site until Tiburon determines that there is no longer a need for physical access. 5.4. Maintenance and Back-Ups. The Client shall ensure that maintenance and back-up activities relating to the Covered Applications and the System, including without limitation backing up databases and journal logs, purging out of date records and running reports and performing diagnostics, are carried out in accordance with the schedule and methodology specified in Exhibit 6 (Back Up Schedule and Procedures) attached hereto and incorporated herein by this reference. 5.5. Data Input. The Client shall enter, update and maintain the input data as required for satisfactory operation of the Covered Applications, and be responsible for the accuracy of all Client-provided data. 5:6. Third-Party Product Support. The Client shall obtain, pay for and maintain in effect during the term of this Agreement the technical support contracts for certain Third-Party Products as specified on Exhibit 4 attached hereto and incorporated herein by this reference, and shall ensure that, in addition to authorizing the Client to request support services there under, each such support contract also expressly authorizes Tiburon to request support services there under on the Client's behalf. 5.7. System Security. The Client shall ensure that the security of the System conforms in all respects to the federal, state, and/or local mandated law enforcement telecommunications requirements. 5.8. System Change, Alteration, or Modification. The Client shall ensure that, with respect to each Covered Application, such Covered Application is installed only on the Authorized Server and only at the Authorized Site. The Client shall ensure that each Authorized Site conforms in all respects to the Site Page 4 of 14 Master Support Agreement Specifications set forth on Exhibit 5 attached hereto and incorporated herein by this reference (the "Site, System and Network Specifications"). The Client shall ensure that no change, alteration or modification is made to the System Configuration without the express prior written consent of Tiburon; provided, however, that said consent is not intended to constitute in any manner Tiburon's approval, certification, endorsement, or warranty of the System Configuration or System performance. 5.9. Database Change Authorization. Client shall maintain a system to ensure that only authorized personnel have the ability to make changes to the Client's database and that a list of all such authorized personnel (and any updates thereto) be promptly delivered to the Tiburon Client Support Center. Each request for any change to a Client's database shall be accompanied by a signed letter of authorization from the Client's Authorized Client Representative, and shall contain all details of the requested change. Tiburon cannot assist Client personnel other than those on the most current authorization list. 5.10. Authorized Client Representative. The Client shall designate, in a written notice delivered in accordance with Section 24 hereof (Notices), a single individual to act as the Client's authorized representative for purposes of this Agreement (the "Client Representative"). Such individual (a) must be authorized to act on the Client's behalf with respect to all matters relating to this Agreement; (b) shall ensure the Client's compliance with its responsibilities under this Agreement; and (c) shall coordinate appropriate schedules in connection with Tiburon's services under this Agreement. The Client may change the individual designated hereunder by providing Tiburon advance written notice delivered in accordance with Section 24 hereof (Notices) designating the new individual authorized to act as the Client Representative. 5.11. Technical Support Coordinators. The Client shall designate, in a written notice delivered in accordance with Section 24 hereof (Notices), one or more individuals to act as the Client's technical support coordinator (a "Technical Support Coordinator"). The Client shall ensure that each Technical Support Coordinator designated hereunder shall have received the training required under Section 5.12 hereof (Training) and shall otherwise be familiar with the Covered Applications and the System. The Client shall ensure that, at all times, a Technical Support Coordinator is available (a) to screen operational assistance calls and handle operational problems, where appropriate; (b) to provide access to the System as required under Section 5.3 hereof (Physical Access); (c) to provide on-site technical assistance as required by Tiburon to aid Tiburon in performing its services hereunder; and (d) to review all Monthly Status Reports delivered hereunder. The Client may change any individual designated hereunder by providing Tiburon with advance written notice delivered in accordance with Section 24 hereof (Notices) designating the new individual authorized to act as a Technical Support Coordinator. 5.12. Training. The Client shall ensure that all Technical Support Coordinators and other personnel have received the training specified on Exhibit 3 attached hereto and incorporated herein by this reference, and otherwise maintain sufficient personnel with sufficient training and experience to perform its obligations under this Agreement. 5.13. Error Reproduction. Upon detection of any Error in any of the Covered Applications, the Client shall provide Tiburon a listing of command input, resulting output and any other data, including databases and back-up systems, that Tiburon may reasonably request in order to reproduce operating conditions similar to those present when the Error occurred. 6. Exclusions 6.1 Failure to Observe Obligations. Basic Support provided hereunder is expressly conditioned on the observance of the responsibilities of the Client set forth in Section 5 hereof (Client Responsibilities) and in the Software License Agreement. Any Additional Support Option provided hereunder is expressly conditioned on the observance of the responsibilities of the Client set forth in Section 5 hereof (Client Responsibilities), in the Software License Agreement and in the exhibit pertaining to such Additional Support Option. 6.2 Erroneous Reported Problems. If Tiburon performs diagnosis of erroneously reported Page 5 of 14 Master Support Agreement problems, the Client may be charged for such services at Tiburon's then current technical service rates plus all related travel, per diem and other expenses invoiced as incurred. 6.3. Failure of Remote Access. If the Client fails for any reason to provide remote access to the System as required by Section 5.2 hereof (Remote Access), Tiburon will, at the Client's request, provide on-site services to correct an Error to the extent otherwise required hereunder and will charge the Client for such services at Tiburon's then current technical service rates plus all related travel, per diem and other expenses invoiced as incurred. 6.4. Unauthorized Modifications. Tiburon is under no obligation to correct any Error in any of the Covered Applications if the Error is due to a modification or alteration to such Covered Application in violation of the terms of the Software License Agreement or relates to any portion of such Covered Application that has been affected by software not developed and/or installed by Tiburon. Tiburon is under no obligation to correct any problems caused by any modification or alteration to any component of the System or to the System Configuration in violation of the terms of this Agreement or caused by software or hardware not developed and/or installed by Tiburon. If requested by the Client, Tiburon will provide technical support services to resolve such problems pursuant to Section 2.4 hereof (Out of Scope Services). 6.5. Unauthorized Use. Tiburon is under no obligation to correct any Error in any of the Covered Applications or any problems with any other component of the System if such Error or other problem is caused by (a) accident, neglect, misuse or abuse on the part of any party other than Tiburon; (b) is due to exposure to conditions outside the range of the environmental, power and operating specifications provided by Tiburon in the Site Specifications set forth in Exhibit 5; or (c) use of any of the Covered Applications or any other component of the System for any purpose other than that for which it was originally acquired. If requested by the Client, Tiburon will provide technical support services to resolve such problems pursuant to Section 2.4 hereof (Out of Scope Services). 6.8. Third-Party Products. Tiburon shall have no responsibility for correcting or resolving any errors, defects or failures in any Third-Party Products. Tiburon's only obligation with respect to such Third- Party Products is to assist with the coordination of support services with the appropriate third-party vendor to the extent such support services are available to the Client. 6.7. Third-Party Product Compatibility. Unless specified on Exhibit 2, Tiburon shall have no responsibility for any Third-Party Product provided and installed on or integrated into the System by any other party without Tiburon's prior written authorization, including but not limited to responsibility for the installation and integration of any such Third-Party Products, the condition, operation and performance of any such Third-Party Products, the compatibility of any such Third-Party Products with the Covered Applications, and any impact any such Third-Party Products have on the overall operation or performance of any of the Covered Applications or any other component of the System. If requested by the Client, Tiburon will provide technical support services pursuant to Section 2.4 hereof (Out of Scope Services) to resolve any operation or performance problems relating to any of the Covered Applications or any other component of the System caused by any such Third-Party Products or to assist with the integration of any such Third-Party Products with or into any of the Covered Applications or any other component of the System. 6.8. General Disclaimer. EXCEPT AS MAY BE EXPRESSLY SET FORTH HEREIN, TIBURON DISCLAIMS ALL WARRANTIES WITH RESPECT TO ANY OF THE COVERED APPLICATIONS OR ANY OTHER COMPONENT OF THE SYSTEM, EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, ANY WARRANTIES OR CONDITIONS OF SUITABILITY, MERCHANTABILITY, SATISFACTORY QUALITY, TITLE, NON-INFRINGEMENT AND/OR FITNESS FOR A PARTICULAR PURPOSE. 7. Protection of Confidential and Proprietary Information 7.1. All Client Confidential Information shall be held in strict confidence by Tiburon, and Tiburon shall not, without the Client's prior written consent, disclose such information to any person or entity other Page 6 of 14 Master Support Agreement than to Tiburon's employees or consultants legally bound to abide by the terms hereof and having a need to know such information in connection with Tiburon's performance of the services hereunder, or use such information other than in connection with the performance of the services hereunder. The term "Client Confidential Information" shall include all Client data and other written information of a confidential nature clearly labeled by the Client as being confidential. Tiburon understands and agrees that the unauthorized use or disclosure of Client Confidential Information may irreparably damage the Client. In the event of Tiburon's breach or threatened breach of any of the provisions in this Section 7.1, the Client shall be entitled to an injunction obtained from any court having appropriate jurisdiction restraining Tiburon from any unauthorized use or disclosure of any Client Confidential Information. 7.2. All Tiburon Confidential Information shall be held in strict confidence by the Client, and the Client shall not, without Tiburon's prior written consent, disclose such information to any person or entity other than to the Client's employees or consultants legally bound to abide by the terms hereof and having a need to know such information in connection with the Client's performance of its obligations hereunder, or use such information other than in connection with the performance of its obligations hereunder. The term "Tiburon Confidential Information" shall include the Covered Applications and all other Tiburon software applications, whether or not licensed to the Client, as well as any written information disclosed by Tiburon to the Client under this Agreement, including, but not limited to, any trade secrets, confidential knowledge, data, information relating to Tiburon products, processes, know-how, designs, formulas, methods, developmental or experimental work, improvements, discoveries, plans for research, new products, marketing and selling, business plans, budgets and unpublished financial statements, licenses, prices .and costs, suppliers and clients, information obtained through contact with Tiburon's clients, proprietary information of Tiburon's clients, and information regarding the skills and compensation of Tiburon's employees or other consultants. The Client understands and agrees that the Tiburon Confidential Information constitutes a valuable business asset of Tiburon, the unauthorized use or disclosure of which may irreparably damage Tiburon. In the event of the Client's breach or threatened breach of any of the provisions in this Section 7.2, Tiburon shall be entitled to an injunction obtained from any court having appropriate jurisdiction restraining the Client from any unauthorized use or disclosure of any Tiburon Confidential Information. 7.3. Notwithstanding Section 7.1 or Section 7.2 hereof, neither Client Confidential Information nor Tiburon Confidential Information shall include information which the recipient can demonstrate by competent written proof (a) is now, or hereafter becomes, through no act or failure to act on the part of the recipient, generally known or available or otherwise part of the public domain; (b) is rightfully known by the recipient without restriction on use prior to its first receipt of such information from the disclosing party as evidenced by its records; (c) is hereafter furnished to the recipient by a third party authorized to furnish the information to the recipient, as a matter of right and without restriction on disclosure; or (d) is the subject of a written permission by the disclosing party to disclose. 7.4. Notwithstanding Section 7.1 or Section 7.2 hereof, or any other provision hereof, disclosure of Client Confidential Information or Tiburon Confidential Information shall not be precluded if: (a) such disclosure is in response to a valid order of a court or other governmental body of the United States or any political-subdivision thereof; provided, however, that the recipient of such confidential information shall first have given notice to the other party and shall have made a reasonable effort to obtain a protective order requiring that the information to be disclosed be used only for the purposes for which the order was issued; (b) such disclosure is necessary to establish rights or enforce obligations under this Agreement, but only to the extent that any such disclosure is necessary; or (c) the recipient of such confidential information received the prior written consent to such disclosure from the disclosing party, but only to the extent permitted in such consent. 7.5. The obligations hereunder with respect to each item of Client Confidential Information and Page 7 of 14 Master Support Agreement Tiburon Confidential Information shall survive the termination of this Agreement. 8. Insurance Tiburon shall procure at its own expense and maintain at all times while Tiburon is performing services under this Agreement at the Client's facilities, (a) a comprehensive general liability insurance policy including coverage for contractual liability for obligations assumed under this Agreement, blanket contractual liability, products and completed operations and owner's and contractor's protective insurance; and (b) comprehensive automobile liability insurance policy including owned and non-owned automobiles. Liability coverage shall be equal to or greater than the limits for claims made under the California Tort Claims Act with minimum coverage of $1,000,000 per occurrence (combined single limit far bodily injury and property damage claims) or $1,000,000 per occurrence for bodily injury and $100,000 per occurrence for property damage. Liability coverage shall be provided on an "occurrence" basis. "Claims made" coverage will not be acceptable. Upon the Client's written request, Tiburon shall provide the Client with a certificate of insurance evidencing Tiburon's compliance with the requirements of this section. Any such certificate shall provide that coverage under the policy cannot be canceled and restrictive modifications cannot be made until at (east thirty (30) days prior written notice has been given to the Client. 9. Limitation of Liability Tiburon's liability to the Client for any claim, whether in tort, contract or otherwise, shall be limited to the annual maintenance fees paid hereunder for the period in which the cause of action occurred. IN NO EVENT SHALL Tiburon BE LIABLE TO ANY PARTY FOR LOSS OR DAMAGES DUE TO ERRORS IN ANY OF THE COVERED APPLICATIONS, OPERATOR ERROR, OR DATA CORRUPTION OR INACCURACIES. IN NO EVENT SHALL EITHER PARTY BE LIABLE FOR ANY DAMAGES RESULTING FROM LOSS OF PROFIT OR BUSINESS, OR FOR ANY SPECIAL, INDIRECT, PUNITIVE, INCIDENTAL OR CONSEQUENTIAL DAMAGES, WHETHER ARISING IN AN ACTION OF CONTRACT, TORT OR OTHER LEGAL THEORY AND REGARDLESS OF WHETHER SUCH PARTY KNEW OR SHOULD HAVE KNOWN OF THE POSSIBILITY OF SUCH DAMAGES. THE LAWS IN SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, AND THE ABOVE LIMITATION OR EXCLUSION SHALL BE CONSTRUED SO AS TO GIVE IT THE MAXIMUM PRACTICAL EFFECT WITHOUT VIOLATING SUCH LAWS. 10. Informal Dispute Resolution 10.1. The parties to this Agreement shall exercise their best efforts to negotiate and settle promptly any dispute that may arise with respect to this Agreement in accordance with the provisions set forth in this Section 10.1. (a) If either party (the "Disputing Party") disputes any provision of this Agreement, or the interpretation thereof, or any conduct by the other party under this Agreement, that party shall bring the matter to the attention of the other party at the earliest possible time in order to resolve such dispute. (b) If such dispute is not resolved by the Account Manager and the Technical Coordinators responsible for the subject matter of the dispute within ten (10) business days, the Disputing Party shall deliver to the first level of representatives below a written statement (a "Dispute Notice") describing the dispute in detail, including any time commitment and any fees or other costs involved. (c) Receipt by the first level of representatives of a Dispute Notice shall commence a time period within which the respective representatives must exercise their best effort to resolve the dispute. If the respective representatives cannot resolve the dispute within the given time period, the dispute shall be escalated to the next higher level of representatives in the sequence as set forth below. Page 8 of 14 Masser Support Agreement (d) Escalation Timetable (Business Davsl O to 5th 6th to 10th 11th to 15s' If the parties are unable to resolve the dispute in accordance with the escalation procedures set forth below, the parties may assert their rights under this Agreement. Tiburon Reoresentative Director of Account Management Operations Manager Executive Officer Client Reoresentative Client Representative [Client Designated] [Client Designated] 10.2. Notwithstanding the fact that the parties may be attempting to resolve a dispute in accordance with the informal dispute resolution procedures set forth in Section 10.1 hereof, the parties agree to continue without delay all their respective responsibilities under this Agreement that are not affected by the dispute. 10.3. In the event that the parties are unable to resolve a dispute by complying with the informal dispute resolutions procedures set forth in Section 10.1 hereof, the dispute shall be settled by arbitration in accordance with Section 16 hereof (Arbitration). 10.4. Notwithstanding the foregoing, either party may, before or during the exercise of the informal dispute resolution procedures set forth in Section 10.1, apply to a court having jurisdiction for a temporary restraining order or preliminary injunction where such relief is necessary to protect its interests pending completion of such informal dispute resolution procedures. 11. Termination 11.1. Termination for Failure of License. In the event that the license relating to any of the Covered Applications is terminated or becomes unenforceable for any reason, Tiburon's obligation to provide any support hereunder for such Covered Application shall immediately and automatically terminate. 11.2. Termination for Payment Defaults. In the event that the Client fails to pay when due all or any portion of the annual fees required under Section 4.1 hereof (Annual Support Fees), Tiburon may immediately, and without further notice to the Client, terminate this Agreement or suspend all or any portion of the services hereunder for all or any portion of the Covered Applications until the Client's account is brought current. 11.3. Termination for Other Defaults. Subject to completion of the dispute resolution procedures set forth in Section 10.1 hereof (Informal Dispute Resolution), in the event that either party hereto materially defaults in the performance of any of its obligations hereunder (other than payment defaults covered under Section 11.2 hereof), the other party may, at its option, terminate this Agreement, by providing the defaulting party thirty (30) days' prior written notice of termination delivered in accordance with Section 24 hereof (Notices), which notice shall identify and describe with specificity the basis for such termination. If, prior to the expiration of such notice period, the defaulting party cures such default to the satisfaction of the non-defaulting party (as evidenced by written notice delivered by the non-defaulting party in accordance with Section 24 hereof), termination shall not take place. 11.4. Termination Without Cause. Either party hereto may terminate this Agreement without cause by providing the other party at least ninety (90) days' prior written notice of termination delivered in accordance with Section 24 hereof (Notices). The effective date for any termination pursuant to this Section 11.4 shall be the next occurring Payment Date. Page 9 of 14 Master Support Agreement 11.5. Consequences of Termination. Upon termination of this Agreement for whatever reason, (a) Tiburon shall be under no further obligation to provide support or any other services hereunder; (b) Tiburon shall return to the Client all Client Confidential Information in Tiburon's possession and shall certify in a written document signed by an officer of Tiburon that all such information has been returned; (c) the Client shall return to Tiburon all Tiburon Confidential Information in the Client's possession (including, without limitation, all devices, records, data, notes, reports, proposals, lists, correspondence, specifications, drawings, blueprints, sketches, materials, equipment or other documents or property relating to such Tiburon Confidential Information and all copies of any of the foregoing (in whatever medium recorded) but not including any such information licensed to the Client under the Software License Agreement) and shall certify in a written document signed by the Client Representative identified in Section 5.10 hereof (Authorized Client Representative) that all such information has been returned. All provisions of this Agreement that by their nature would reasonably be expected to continue after the termination of this Agreement shall survive the termination of this Agreement. 12. Independent Contractor Status The Client and Tiburon are independent contractors under this Agreement, and nothing herein shall be construed to create a partnership, joint venture, or agency relationship between the parties hereto. Neither party shall have any authority to enter into agreements of any kind on behalf of the other and shall have no power or authority to bind or obligate the other in any manner to any third party. The employees or agents of one party shall not be deemed or construed to be the employees or agents of the other party for any purpose whatsoever. Each party hereto represents that it is acting on its own behalf and is not acting as an agent for or on behalf of any third party. 13. Assignment Neither party hereto may assign its rights or obligations under this Agreement without the prior written consent of the other party, which consent shall not be unreasonably withheld; provided, however, that Tiburon may assign this Agreement to its successor in connection with a sale of its business without obtaining consent of any party. Subject to the foregoing, each and every covenant, term, provision and agreement contained in this Agreement shall be binding upon and inure to the benefit of the parties' permitted successors, executors, representatives, administrators and assigns. 14. No Third Party Beneficiaries This Agreement is entered into for the sole benefit of the Client and Tiburon and, where permitted above, their permitted successors, executors, representatives, administrators and assigns. Nothing in this Agreement shall be construed as giving any benefits, rights, remedies or claims to any other person, firm, corporation or other entity, including, without limitation, the general public or any member thereof, or to authorize anyone not a party to this Agreement to maintain a suit for personal injuries, property damage, or any other relief in law or equity in connection with this Agreement. 15. Governing Law All questions concerning the validity, operation, interpretation, construction and enforcement of any terms, covenants or conditions of this Agreement shall in all respects be governed by and determined in accordance with the laws of the State of California without giving effect to the choice of law principles thereof. The United Nations Convention on the International Sale of Goods shall not apply to any transactions contemplated by this Agreement. Page 10 of 14 Master Support Agreement 16. Arbitration All questions concerning the validity, operation, interpretation, construction and enforcement of any terms, covenants or conditions of this Agreement, or the breach thereof, must be submitted to and resolved by final and binding arbitration by the American Arbitration Association in accordance with its Commercial Arbitration Rules then in effect. The parties understand and agree that the arbitration will be instead of any civil litigation, except that either party may petition a court for a provisional remedy pursuant to Code of Civil Procedure Section 1281.8, and that the arbitrator's decision will be final and binding to the maximum extent permitted by law and enforceable by any court having jurisdiction thereof. 17. Venue All legal proceedings brought in connection with this Agreement may only be brought in a state or federal court located the County of Santa Clara in the State of California. Each party hereby agrees to submit to the personal jurisdiction of those courts for any lawsuits filed there against such party arising under or in connection with this Agreement. 18. Advice of Counsel Each party hereto has been afforded the opportunity to consult with counsel of its choice before entering into this Agreement. 19. Amendment No amendment or other modification of this Agreement shall be valid unless pursuant to a written instrument referencing this Agreement signed by duly authorized representatives of each of the parties hereto. 20. Waiver In order to be effective, any waiver of any right, benefit or power hereunder must be in writing and signed by an authorized representative of the party against whom enforcement of such waiver would be sought, it being intended that the conduct or failure to act of either party shall imply no waiver. Neither party shall by mere lapse of time without giving notice or taking other action hereunder be deemed to have waived any breach by the other party of any of the provisions of this Agreement. No waiver of any right, benefit or power hereunder on a specific occasion shall be applicable to any facts or circumstances other than the facts and circumstances specifically addressed by such waiver or to any future events, even if such future events involve facts and circumstances substantially similar to those specifically addressed by such waiver. No waiver of any right, benefit or power hereunder shall constitute, or be deemed to constitute, a waiver of any other right, benefit or power hereunder. Unless otherwise specifically set forth herein, neither party shall be required to give notice to the other party, or to any other third party, to enforce strict adherence to all terms of this Agreement. Page 11 of 14 Master Support Agreement 21. Force Majeure Neither party will be liable for any failure or delay in the performance of its obligations under this Agreement (and the failure or delay will not be deemed a default of this Agreement or grounds for termination) if both of the following conditions are satisfied: (1) the failure or delay could not have been prevented by reasonable precautions, and cannot reasonably be circumvented by the non-performing party through the use of alternate sources, work-around plans, or other means; and (2) the failure or delay is caused, directly or indirectly, by reason of fire or other casualty or accident; strikes or labor disputes; inability to procure raw materials, equipment, power or supplies; war, terrorism or other violence; any law, order, proclamation, regulation, ordinance, demand, or requirement of any governmental agency or intergovernmental body other than a party hereto; or any other act or condition beyond the_ reasonable control of the non-performing party. Upon the occurrence of an event which satisfies both of the above conditions (a "Force Majeure Event"), the non:performing party will be excused from any further performance of those obligations under this Agreement affected by the Farce Majeure Event for as long as (a) the Force Majeure Event continues; and (b) the non-performing party continues to use commercially reasonable efforts to recommence performance whenever and to whatever extent possible without delay. Upon the occurrence of a Force Majeure Event, the non-performing party will immediately notify the other party by telephone (to be confirmed by written notice within two (2) business days of the failure or delay) of the occurrence of a Force Majeure Event and will describe in reasonable detail the nature of the Force Majeure Event. 22. Severability If any provision of this Agreement shall for any reason be held to be invalid, illegal, unenforceable, or in conflict with any law of a federal, state, or local government having jurisdiction over this Agreement, such provision shall be construed so as to make it enforceable to the greatest extent permitted, such provision shall remain in effect to the greatest extent permitted and the remaining provisions of this Agreement shall remain in full farce and effect. 23. Entire Agreement This Agreement sets forth the final, complete and exclusive agreement and understanding between Tiburon and the Client relating to the subject matter hereof and supersedes all quotes, proposals understandings, representations, conditions, warranties, covenants, and all other communications between the parties (oral or written) relating to the subject matter hereof. Tiburon shalt not be bound by any terms or conditions contained in any purchase order or other form provided by the Client in connection with this Agreement and any such terms and conditions shall have no force or effedt. No affirmation, representation or warranty relating to the subject matter hereof by any employee, agent or other representative of Tiburon shall bind Tiburon or be enforceable by the Client unless specifically set forth in this Agreement. 24. Notices All notices, requests, demands, or other communications required or permitted to be given hereunder shall be in writing addressed to the parties at their respective addresses set forth below and shall be deemed to have been duly given when (a) delivered in person; (b) sent by facsimile transmission indicating receipt at the facsimile number where sent; (c) one (1) business day after being deposited with a reputable overnight air courier service; or (d) three (3) business days after being deposited with the United States Postal Service, for delivery by certified or registered mail, postage pre-paid and return receipt requested. All notices and other communications regarding default or termination of this Agreement shall be delivered by hand or sent by certified mail, postage pre-paid and return receipt requested. Either party may from time to time change the notice address set forth below by delivering notice to the other party in accordance with this section setting forth the new address and the date on which it will become effective. Page 12 of 14 Master Suppor[ Agreement If to Tiburon: Tiburon, Inc. 6200 Stoneridge Mall Road, Suite 400 Pleasanton, California 94588 Attention: Contracts Manager Phone: 925-621-2700 Fax: 925-621-2799 If to the Client: Town of Los Gatos, California Los Gatos/Monte Sereno Police Department Attention: Captain Alana Forrest 110 East Main Street Los Gatos, California 95031 Phone:408-354-6859 Fax:408-354=0578 25. Construction The paragraph and section headings used in this Agreement or in any exhibit hereto are for convenience and ease of reference only, and do not define, limit, augment, or describe the scope, content or intent of this Agreement. Any term referencing time, days or period for performance shall be deemed calendar days and not business days, unless otherwise expressly provided herein. 26. Counterparts This Agreement may be signed in two or more counterparts, each of which shall constitute an original, and both of which shall constitute one and the same document. (THE REMAINDER OF THIS PAGE IS INTENTIONALLY LEFT BLANK) Page 13 of 14 Master Support Agreement SIGNATURE PAGE IN WITNESS WHEREOF, the parties have hereunto set their hands as set forth below. Town of Los Gatos, California Tiburon, Inc. By: Name: Title: By: Name: Maria Szymanek TitIe:CFO Page 14 of 14 Master Support Agreement EXHIBIT 1 To Master Support Agreement DEFINITIONS This Exhibit is attached to, incorporated into, and forms a part of the Master Support Agreement, dated August 1, 2010, between Tiburon and the Client (herein referred to as the "Agreement"). Capitalized terms used in the Agreement or any exhibit thereto shall have the definitions set forth herein unless otherwise defined in the Agreement. In the event of conflict between the terms and conditions set forth herein and those set forth in the Agreement, the terms and conditions set forth in the Agreement shall prevail. 1. "Account Manager" is defined in Section 2.1 (c) (Account Manager) of the Agreement. 2. "Additional Support Option" is defined in Secticn 2.2 (Support Options) of the Agreement. 3. "AS-Built Specifications" shall mean, with respect to any of the Covered Applications, the specifications for such Covered Application delivered to the Client upon the Client's acceptance of such Covered Application, as the same may be modified or supplemented from time to time to reflect Enhancements provided hereunder. 4. "Authorized Server" shall mean, with respect to any of the Covered Applications, the server identified as corresponding to such Covered Application on Exhibit 2 attached to the Agreement and incorporated therein by reference. 5. "Authorized Site" shall mean, with respect to any of the Authorized Servers, the address and room number identified as corresponding the such Authorized Server on Exhibit 2 attached to the Agreement and incorporated therein by reference. 6. "Basic Support" is defined in Section 2.1 (Basic Support) of the Agreement. 7. "Client" is defined in the preamble to the Agreement. 8. "Client Confidential Information" is defined in Section 7.1 (Protection of Confidential and Proprietary Information) of the Agreement. 9. "Client Representative" is defined in Section 5.10 (Authorized Client Representative) of the Agreement. 10. "Communications Interfaces" shall mean ethernet networking, serial connectivity to net clock and ANI/ALI, serial connectivity to HACMP, national, state and local governments, TCP/IP or other routing statements. 11. "Tiburon" is defined in the preamble to the Agreement. 12. "Tiburon Confidential Information" is defined in Section 7.2 (Protection of Confidential and Proprietary Information) of the Agreement. 13. "covered Application" shall mean each software application developed by Tiburon in accordance with the As-Built Specifications relating thereto which application is identified as a Covered Application on Exhibit 2 attached to the Agreement and incorporated therein by reference, including all Maintenance Modifications thereto, all Derivative Works thereof, and all related Documentation. Page 1 of 3 Master Support Agreement Exhibit 1, Definitions 14. Database Administration (DBA) Support shall mean services available to Clients to assist in the administration of the system database. 75. "Derivative Works" shall mean, with respect to any Covered Application, any translation, abridgement, revision, modification, or other form in which such Covered Application may be recast, transformed, modified, adapted or approved after the Effective Date. 16. "Dispute Notice" is defined in Section 10.1 (Informal Dispute Resolution) of the Agreement. 17. "Disputing Party" is defined in Section 10.1 (Informal Dispute Resolution) of the Agreement. 18. "Documentation" shall mean, with respect to any Covered Application, those printed instructions, manuals, and diagrams pertaining to and furnished with such Covered Applications. 19. "Effective Date" is defined in the preamble to the Agreement. 20. "Enhancement" shall mean, with respect to any Covered Application, a computer program modification or addition, other than a Maintenance Modification, that alters the functionality of, or adds new functions to, such Covered Application and that is integrated with such Covered Application after the Effective Date, or that is related to a given Covered Application but offered separately by Tiburon after the Effective Date. 21. "Enhancement Terms" shall mean, with respect to any Enhancement provided pursuant to the Agreement, the mutually negotiated terms and conditions specifically relating to an Enhancement and included as part of the Agreement in accordance with Section 2.3 (Enhancements) thereof. 22. "Error" shall mean, with respect to any Covered Application, a defect in the Source Code for such Covered Application that prevents such Covered Application from functioning in substantial conformity with the As-Built Specifications pertaining thereto. 23. "Maintenance Modification" shall mean, with respect to any Covered Application, a computer software change integrated with such Covered Application during the term of the Agreement to correct any Errors therein, but that does not alter the functionality of such Covered Application or add new functions thereto. 24. Status Report" is defined in Section 2.1 (d) (Status Reports) of the Agreement 25. "Object Code" shall mean computer programs assembled or compiled from Source Code in magnetic or electronic binary form on software media, which are readable and usable by machines, but not generally readable by humans without reverse-assembly, reverse-compiling, or reverse-engineering. 26. "Out of Scope Services" shall consist of any services provided under this Agreement that are outside the scope of those services specifically and expressly identified under, and provided pursuant to, Section 2,1 (Basic Support), Section 2.2 (Support Options) or Section 2.3 (Enhancements) of the Agreement. 27. "Payment Date" shall mean a specific annual date that is agreed to between the Client and Tiburon. 28. "Priority 1 CaII" shall mean a call requesting technical support for an Error in any Covered Application or a failure of the Authorized Server on which such Covered Application is installed that prevents continued use or operation of the System, impacts all or substantially all operators using the System, halts or severely impacts critical System operations or endangers the integrity of any database on any of the Authorized Servers. The term Priority 1 Call shall not include calls requesting technical support relating to a problem encountered with substantially less than all functions of a Covered Application or all records of a database on any of the Authorized Servers, or to a failure in individual components of the network communications Page 2 of 3 Mosier Support Agreement Exhibit 1, Definitions equipment, communications lines, terminals, workstations, printers, terminal servers or modems. Tiburon shall have exclusive authority for determining whether a Technical Service Request constitutes a Priority 1 Call. 29. "Protocol" shall mean the method governing exchange or transmission of data between devices. Examples include, but are not limited to TCP/IP, SNA, CDPD, RNC, RS232. 30. "Site Specifications" is defined in Section 5.9 (System Change, Alteration, or Modification) of the Agreement. 31. "Software License Agreement" shall mean any software license agreement between Tiburon and the Client pursuant to which Tiburon has granted a limited license to use the Covered Applications in accordance with the terms and conditions thereof, as the same may be amended or otherwise modified from time to time. 32. "Source Code" shall mean computer programs written in higher-level programming languages, sometimes accompanied by English language comments. Source Code is intelligible to trained programmers and may be translated to Object Code for operation on computer equipment through the process of compiling. 33. "System" shall mean the Client's computer automated system consisting of the Covered Applications combined with any of the Authorized Servers, the operating systems installed on each of the Authorized Servers, any database or other third party software products installed on any of the Authorized Servers, any PC or other workstation equipment having access to any of the Covered Applications, any Communications Interfaces installed on any of the Authorized Servers, any network communications equipment and any other third party software, wiring, cabling and connections and other hardware relating to any such Authorized Servers, workstation or network communications equipment located at any of the Authorized Sites. 34. "System Configuration" shall mean the configuration for the System other than the Covered Applications existing as of the Effective Date together with any modifications or alterations thereto permitted hereunder, including without limitation the configuration of the Authorized Servers, any operating system installed on any of the Authorized Servers; any database or other third party software products installed on any of the Authorized Servers, any PC or other workstation equipment having access to any of the Covered Applications, any network communications equipment and any other third party software, wiring, cabling and connections and other hardware relating to any such Authorized Server, workstation or network communications equipment located at any of the Authorized Sites. 35. "Technical Suppor[ Coordinator" is defined in Section 5.11 (Technical Support Coordinators) of the Agreement. 36. "Third-Party Products" shall mean all software and hardware components of the System other than the Covered Applications. 37. "Warranty Period" shall mean, with respect to any Covered Application, the warranty period for such Covered Application set forth on Exhibit 2 attached to the Agreement and incorporated therein by reference. Page 3 of 3 Master Suppor[ Agreement Exhibit t, Definitions EXHIBIT 2 To Master Support Agreement COVERED APPLICATIONS This Exhibit is attached to, incorporated into and forms part of the Master Support Agreement, dated August 1, 2010, between the Client and Tiburon (herein referred to as the "Agreement"). Capitalized terms used herein shall have the definitions set forth in the Agreement, unless otherwise defined herein. In the event of conflict between the terms and conditions set forth herein and those set forth in the Agreement, the terms and conditions set forth in the Agreement shall prevail. Tiburon will provide the Basic Support described in Section 2.1 (Basic Support) of the Agreement for the software applications identified in the table below. The annual fee for such support shall be as set forth in the table below. Such support will commence upon the expiration of any applicable Warranty Period as set forth in the table below. CLIENT # -M195-10 Covered Application CAD PRMS Hours Make Model. Serial Number 24x7 or of Authorized Server Sx5 24x7 8x5 ARS/MDS Sx5 Oracle 8x5 Authorized Site 110 East Main Street Los Gatos, California 95031 Warranty Period Annual Fee Period Start Stop Date Date 12 8/1/10 7/31/11 $20,706.00 12 8/1/10 7/31/11 $33,218.00 8/1/10 7/31/11 $13,503.00 8/1/10 7/31/11 $ 3,009.00 Total $70.736.OD Page 1 of 1 Master Support Agreement Exhibit 2, Covered Applications EXHIBIT 3 To Master Support Agreement TRAINING This Exhibit is attached to, incorporated into and forms part of the Master Support Agreement, dated 200 ,between the Client and Tiburon (herein referred to as the "Agreement"). Capitalized terms used herein shall have the definitions set forth in the Agreement, unless otherwise defined herein. In the event of conflict between the terms and conditions set forth herein and those set forth in the Agreement, the terms and conditions set forth in the Agreement shall prevail. List of training that took place to be provided Page 1 of 1 Master Support Agreement Exhibit 3, Training EXHIBIT 4 To Master Support Agreement THIRD•PARTY SUPPORT CONTRACTS This Exhibit is attached to, incorporated into and forms part of the Master Support Agreement, dated 200_, between the Client and Tiburon (herein referred to as the "Agreement"). Capitalized terms used herein shall have the definitions set forth in the Agreement, unless otherwise defined herein. In the event of conflict between the terms and conditions set forth herein and those set forth in the Agreement, the terms and conditions set forth in the Agreement shall prevail. List of third oarty suooort contracts to be orovided Page 1 of 1 Master Support Agreement Exhibit 4, Third Party Support Contracts EXHIBIT 5 To Master Support Agreement SITE, SYSTEM AND NETWORK SPECIFICATIONS This Exhibit is attached to, incorporated into and forms part of the Master Support Agreement, dated 200_, between the Client and Tiburon (herein referred to as the "Agreement"). Capitalized terms used herein shall have the definitions set forth in the Agreement, unless otherwise defined herein. 'In the event of conflict between the terms and conditions set forth herein and those set forth in the Agreement, the terms and conditions set forth in the Agreement shall prevail. Site. Svstem and Network Soecifications to be orovided Page 1 of 1 Master Support Agreement Exhibit 5, Site, System and Network Specifications EXHIBIT 6 To Master Support Agreement BACK UP SCHEDULE AND PROCEDURES This Exhibit is attached to, incorporated into and forms part of the Master Support Agreement, dated 200_, between the Client and Tiburon (herein referred to as the "Agreement"). Capitalized terms used herein shall have the definitions set forth in the Agreement, unless otherwise defined herein. In the event of conflict between the terms and conditions set forth herein and those set forth in the Agreement, the terms and conditions set forth in the Agreement shall prevail. Page 1 of 1 Maser Support Agreement Exhibit 6, Back Up Schedule and Procedures EXHIBIT 7 To Master Support Agreement WARRANTY & MAINTENANCE SUPPORT -GUIDELINES & OPTIONS This Exhibit is attached to, incorporated into and forms part of the Master Support Agreement, dated August 1, 2010, between the Client and Tiburon (herein referred to as the "Agreement"). Capitalized terms used herein shall have the definitions set forth in the Agreement, unless otherwise defined herein. In the event of conflict between the terms and conditions set forth herein and those set forth in the Agreement, the terms and conditions set forth in the Agreement shall prevail. -- The Exhibit follows this cover page -- Page 1 of 1 Master Support Agreement Exhibit 7, W arranty & Maintenance Support-Guidelines & Options EXHIBIT 8 To Master Support Agreement Systems Administration Support Services This Exhibit is attached to, incorporated into and forms part of the Master Support Agreement, dated August 1, 2010, between the Client and Tiburon (herein referred to as the "Agreement"). Capitalized terms used herein shall have the definitions set forth in the Agreement, unless otherwise defined herein. In the event of conflict between the terms and conditions set forth herein and those set forth in the Agreement, the terms and conditions set forth in the Agreement shall prevail. -- The Exhibit follows this cover page -- Page 1 of 1 Master Support Agreement Exhibit e, System Administration Support Services EXHIBIT 9 To Master Support Agreement DBA SERVICES This Exhibit is attached to, incorporated into and forms part of the Master Support Agreement, dated August 1, 2010, between the Client and Tiburon (herein referred to as the "Agreement"). Capitalized terms used herein shall have the definitions set forth in the Agreement, unless otherwise defined herein. In the event of conflict between the terms and conditions set forth herein and those set forth in the Agreement, the terms and conditions set forth in the Agreement shall prevail. -- The Exhibit follows this cover page -- Page 1 of 1 Master Support Agreement Exhibit 9, D8A Services 'THIS PAGE INTENTIONALLY LEFT BLAND Tiburon Master Suppor4 Agreement Exhibit 6 Back Up Schedule & Procedures General Notes on Backups This document describes the procedures to backup the minimum set of files required to recover application and/or data files in the event of a hardware failure or data loss. These procedures assume that if the server needs to be completely rebuilt/restored, the system files may need to be restored prior to restoring these files. This may include the need to reinstall the operating system files and any other required supporting applications (PC Anywhere, WinZip, etc.). In addition, the client may choose to backup other files on the servers or use utilities to simplify total system recovery in the event a server is completely lost or all data is lost. This is acceptable as long as the precautions listed above are followed. In particular, the application file folders should be backed up without locking the files. Locking these files during the backup could cause undesirable effects to the application. CAD Backups Introduction Regular backups are essential to preserve the CAD system data in the unlikely event of a catastrophic hardware failure or other major problem. While the server may include fault- tolerant and/or redundant systems, serious hardware or software failures resulting in data loss are still possible. In addition, events such as fire, flood, or other general disasters can destroy equipment. It may be desirable to store a copy of backups on-site so that they are readily available; however, Tiburon recommends that an off-site copy be maintained in case the Center, and its contents, are damaged or destroyed. How and when the database is backed up will depend on the database used (Oracle or SQL Server) as well as the needs of the individual client site. CAD System Backups A backup of the functioning CAD system is not necessary. Current "static" data (i.e., data maintained in the File Maintenance tables/database including geo data), and "dynamic" data (i.e., calls, units, assignments, current sequence values, histories, etc.) are present on each active workstation, and on the server; static data and histories are stored in the database as well (provided there have not'been major changes without a synchronize, in the case of static data; and that it has been up as a functioning CAD file server, in the case of histories). Only a total loss of all computers participating in the CAD system will cause this data to be lost, and backups of the data can quickly become out-of-date as new calls are entered, units are assigned, etc. For these reasons, it is neither required nor feasible to perform backups of the CAD system files on each workstation and server. When backing up CAD workstations or the CAD server hard drive, do not use software that "locks" files to writing-if this is not possible, the backup should exclude the CAD directory (which contains the "Startup.exe" and other programs) as well as all the directories inside it. The CAD files must be updated in real-time based on the system activity; Idcking these files so that they cannot be written will prevent the workstation from keeping up with the CAD system, which will cause CAD to fatally exit on that workstation (to preserve data integrity). If this occurs, the workstation can be restarted once the backup is complete (or has at least passed the GAD directory). Until the backup is done with the CAD files, the CAD system will simply crash itself if it is prevented from writing to the files. Page 1 of 5 20060803 Tiburon Master Support Agreement Exhibit 6 Back Up Schedule & Procedures Note: If the workstation.ini file is customized on some machines, it may be worthwhile to back it up. Tiburon also recommends a backup of any non-distributed .ini files that are present. Reinstalling and connecting to the CAD system will restore everything else. In addition to the Oracle or SQL database, the other item that must be backed up is the distribution directory on the CAD distribution Server (see the As-Built Documentation to identify the Software Distribution server for the CAD system). If the current distribution is last, Tiburon can replace it; however, we cannot replace any site-customized .ini or .hlp files that were set for distribution. CAD Operations During a Backup The CAD system should not be shut down to perform backups. The individual CAD workstations continue operating while the backup is being performed. The database server also remains active and the database is available for queries and other transactions throughout the backup process. Note: The CAD server may run slightly slower during backups. The only potential adverse effects are longer response times for history inquiries and synchronizing operations. Database Backups -Oracle Starting with Oracle Version 9i, Tiburon production database backup is performed using the Oracle Recovery Manager Tool (RMAN). Prior to Oracle 9i, the production database backup was performed using a Tiburon database backup script. Tiburon implements a hot backup scheme for the production database. This means that the production database can remain open and allow normal activity while the database is being backed up. It is important to note that the database hot backups are special backups and are only performed using special tools such as RMAN. Simply copying the database files while the database is open for normal operations using the operating system copy command is not appropriate, as such backup files are not useful for database recovery purposes. The Tiburon Oracle hot backup is primarily a full disk.backup of the production database. In addition to backup of the data files, this process also backs up the archive log (Journal) files. The backup is scheduled to run nightly. Upon backup completion, this process places the backed up database files in a dedicated backup directory. This backup directory is then copied to a Tape device as part of the Tiburon master backup. The availability of backups on disk considerably reduces the recovery time. Tiburon will work with client to define the disk space requirements far database disk backups during the database sizing stage of the project. Database Backups -SQL Server Tiburon SQL Server 2000 production database backup is performed using SQL Server Enterprise Manger maintenance plans. Tiburon implements a hot backup scheme for production databases. This means the production database can remain open and allow normal activity while the database is being backed up. It is important to note that the database hot backups are special backups and are only performed using special tools such as SQL Server Enterprise Manager maintenance plans. Simply copying the database files while the database is open for normal operations using the operating system copy command is not appropriate as such backup files are not useful for database recovery purpose. The Tiburon SQL Server hot backup is primarily a full disk backup of the production database. In addition to backing up the data files this process also backs up the Transaction logs for the production database. The backup is scheduled to run nightly. Upon backup completion, this process places the backed up database files in a dedicated backup directory. In addition to Page 2 of 5 20060803 Tiburon Master Support Agreement Exhibit 6 Back Up Schedule & Procedures backing up the Tiburon production database, Tiburon SQL Server backup also includes maintenance plans for performing disk backup of MASTER, MSDB and MODEL system databases. The backed up files for these databases are also placed in the dedicated backup directory. This backup directory is then copied to a Tape device as part of the Tiburon master backup. The availability of backups on disk considerably reduces the recovery time. Tiburon will work with client to define the disk space requirements for database disk backups during the database sizing stage of the project. RMS Backups System Backup Requirements for RMS/Ti These procedures do not address the requirements far backing up an Oracle or SQL Server database; the same procedures as described above for the CAD database files apply to the RMS database files. On the RMS/Ti server there should be an "RMS_Ti" folder; within that folder are additional folders for the production (prd) and training (trn) systems. The components tq be backed up from these directories are addressed below. Firstly, urider the production folder there should be at minimum three additional directories: • Bin • Datrms • Dmp Bin Directory From the Bin Directory, only "RmsTiSystem.ini" and any other configuration files should be backed up. Other configuration files would include batch files used in place of the script files used in the UNIX environment. These are usually files called from within applications for FTPing or uploading either from or into the system, such as "Autocite.bat", "btpawn.parm" and "btcite.parm". It maybe easier to determine what can be ignored by the backup in this directory: all executables (.exe), dynamic link libraries (.dll), COBOL-generated files (.gnt) and system tables (.tab). There are currently eight (8) additional shared memory files which should also be ignored; those files have names associated with the site and system settings outlined in the "RmsTiSystem.ini" configuration file. They will have names similar to the following: {sitename}. Prd.comm ands {sitename}. Prd.fields {sitename}. Prd.master {sitename}. Prd.MessageQueues.dat {sitename}. MessageCount.dat (sitename}.system {sitename}. P rd. u xapp l1 {sitename}.Prd. uxiob {sitename}. Prd.commands {sitename}. Prd.fields {sitename}. Prd.master {sitename}. Prd. MessageQueues.dat {sitename}. Prd. MessageCount.dat {sitename}. Prd.system {sitename}. P rd. uxappll {sitename}. Prd.uxiob Datrms Directory Frbm the Datrms directory, all files except SSF1.xfl should be backed up. However, these files should not be locked by the backup process. 20060803 Page 3 of 5 Tiburon Master Support Agreement Exhibit 6 Back Up Schedule & Procedures Dmp Directory As far as the operation of the system is concerned, nothing from the Dmp directory should be backed up, as these are all dynamic files that will be recreated when the system is restarted and contain no static data. Next, under the training folder there should be at minimum five (5) additional directories: • -Bin • Batch • Datrms • Dmp • Tables Bin, Datrms and Dmp Directories From the Bin, Datrms and Dmp directories, the process should be the same as production above. Batch Directory Everything from the Batch directory should be backed up. Tables Directory Everything from the Tables directory should be backed up. GUI Distribution The As-Built Documentation should be reviewed to locate the server and folder name for the RMS distribution files. This folder should be added to the system backup of that server. As mentioned earlier, use the same procedures as described under the CAD/Ti section for the backup if the Oracle or SQL server database files. Tiburon CARS Directories The Directory paths may differ slightly by name; however, the targeted files should not. Look for a Volume named "Programs" (normally the D: Volume). There are two directories that need to be backed up: TibCars, and TibCars Base. GUI Distribution Sometimes the CARS Server is used as the GUI Distribution for RMS and/or CAD workstation distribution. If your CARS server is also the GUI Distribution server, please include these distribution folders in the Daily Backups. These can normally be found under the D: (Program) Volume. These folder names should be RMS_Distrib, RMS_TI. If your CARS Server is also your Tiburon WEB Application server, please backup the RMS_WEB Directory which. is hormally found under the' D: Volume. A review of the As-Built Documentation will identify the location of all distribution folders. WebQuery Server The WebQuery servers do not contain any user data, only the web page files. All user data is stored on the associated CAD, CARS or RMS server. However, the web page files should be backed up on a regular basis to simplify restoration of the server in the event of hardware failure or data loss. If any of the following folders are on the server they should be backup up: Inetpub, TibRoot, Tiburon, RMS_Web. Page 4 of 5 20060803 Tiburon Master Support Agreement Exhibit 6 Back Up Schedule & Procedures UNIX® System backups The Tiburon UNIX systems require two types of backups; one for the Tiburon Application and database, and one for the operating system (OS). The OS backup should occur monthly or when any major OS-related or password changes occur. The OS backup normally backs up just OS volume groups (Logical Volumes) and should be a Bootabte Backup (normal place on a tape medium), and provide a complete OS system recovery in case of total equipment loss. The Tiburon Application and database backup should encompass the Tiburon Application file systems, database files, and the output files of the Oracle database backup files, if applicable. The two basic types of Tiburon Application files, CAD (Computer Aided Dispatch) and RMS (Records Management System), are copied to a magnetic media tape device along with the output from the Oracle backup procedures and the RMSDATA backup routines (if required). The Log files used to review the completeness of the Tiburon backup utilities are normally stored in the UNIX System directory "/tmp/backup or /tmp/backuplogs". The RMS Application system's RMSDATA backup logs are stored in the "/{mount point)/{system type}/log" directory in text log files called "daily."' The Oracle backup utility stores the Oracle output database files in the filesystem locatidn of "/{mount paint}/oracle/orabackup/{$ORACLE_SID}/, /{ mount point}/oracle/orabackup/{$ORACLE_SID }", or some variant of that naming convention Depending on the magnetic tape device used to store the Tiburon backup data the Tiburon master backup utilities can vary in complexity. The master backup utilities should be launched daily from the system's crontab service. If required, Tiburon will set up the backup process for each Tiburon Application and ensure functionality of the Tiburon-supplied backup scripts. Changes to those scripts shall only be made by Tiburon technical staff. Any changes requested by the Client shall be requested through the Tiburon Account Manager and/or the Tiburon "HEAT" system. Page5of5 zoosoeoa THIS PAGE INTENTIONALLY LEFT BLANK Tiburon Master Support Agreement Exhibit 6 Back Up Schedule & Procedures General Notes on Backups This document describes the procedures to backup the minimum set of files required to recover application and/or data files in the event of a hardware failure or data loss. These procedures assume that if the server needs to be completely rebuilUrestored, the system files may need to be restored prior to restoring these files. This may include the need to reinstall the operating system files and any other required supporting applications (PC Anywhere, WinZip, etc.). In addition, the client may choose to backup other files on the servers or use utilities to simplify total system recovery in the event a server is completely last or all data is lost. This is acceptable as long as the precautions listed above are followed. In particular, the application file folders should be backed up without locking the files. Locking these files during the backup could cause undesirable effects to the application. CAD Backups Introduction Regular backups are essential to preserve the CAD system data in the unlikely event of a catastrophic hardware failure or other major problem. While 4he server may include fault- tolerant and/or redundant systems, serious hardware or software failures resulting in data loss are still possible. In addition, events such as fire, flood, or other general disasters can destroy equipment. It may be desirable to store a copy of backups on-site so that they are readily available; however, Tiburon recommends that an off-site copy be maintained in case the Center, and its contents, are damaged or destroyed. How and when the database is backed up will depend on the database used (Oracle or SQL Server) as well as the needs of the individual client site. CAD System Backups A backup of the functioning CAD system is not necessary. Current "static" data (i.e., data maintained in the File Maintenance tables/database including geo data), and "dynamic" data (i.e., calls, units, assignments, current sequence values, histories, etc.) are present on each active workstation, and nn the server; static data and histories are stored in the database as well (provided there have not been major changes without a synchronize, in the case of static data; and that it has been up as a functioning CAD file server, in the case of histories). Only a total loss of all computers participating in the CAD system will cause this data to be lost, and backups of the data can quickly become out-of-date as new calls are entered, units are assigned, etc. Por these reasons, it is neither required nor feasible to perform backups of the CAD system files on each workstation and server. When backing up CAD workstations or the CAD server hard drive, do not use software that "locks" files to writing-if this is not possible, the backup should exclude the CAD directory (which contains the "Startup.exe" and other programs) as well as all the directories inside it. The CAD files must be updated in real-time based on the system activity; locking these files so that they cannot be written will prevent the workstation from keeping up with the CAD system, which will cause CAD to fatally exit on that workstation (to preserve data integrity). If this occurs, the workstation can he restarted once the backup is complete (or has at least passed the CAD directory). Until the backup is done with the CAD files, the CAD system will simply crash itself if it is prevented from writing to the files. Page 1 of 5 20060803 Tiburon Master Support Agreement Exhibit 6 Back Up Schedule & Procedures Note: If the workstation ini file is customized on some machines, it may be worthwhile to back it up. Tiburon also recommends a backup of any non-distributed .ini files that are present. Reinstalling and connecting to the CAD system will restore everything else. In_ addition to the Oracle or SQL database, the other item that must be backed up is the distribution directory on the CAD distribution Server (see the As-Built Documentation to identify the Software Distribution server for the CAD system). If the current distribution is lost, Tiburon can replace it; however, we cannot replace any site-customized .ini or .hlp files that were set for distribution. CAD Operations During a Backup The CAD system should not be shut down to perform backups. The individual CAD workstations continue operating while the backup is being performed. The database server also remains active and the database is available for queries and other transactions throughout the backup process. Note: The CAD server may run slightly slower during backups. The only potential adverse effects are longer response times for history inquiries and synchronizing operations. Database Backups -Oracle Starting with Oracle Version 9i, Tiburon production database backup is performed using the Oracle Recovery Manager Tool (RMAN). Prior to Oracle 9i, the production database backup was performed using a Tiburon database backup script. Tiburon implements a hot backup scheme for the production database. This means that the production database can remain open and allow normal activity while the database is being backed up. It is important to note that the database hot backups are special backups and are only performed using special tools such as RMAN. Simply copying the database files while the database is open for normal operations using the operating system copy command is not appropriate, as such backup files are not useful for database recovery purposes. The Tiburon Oracle hot backup is primarily a full disk backup of the production database. In addition to backup of the data files, this process also backs up the archive lag (Journal) files. The backup is scheduled to run nightly. Upon backup completion, this process places the backed up database files in a dedicated backup directory. This backup directory is then copied to a Tape device as part of the Tiburon master backup. The availability of backups on disk considerably reduces the recovery time. Tiburon will work with client to define the disk space requirements for database disk backups during the database sizing stage of the project. Database Backups -SQL Server Tiburon SQL Server 2000 production database backup is performed using SQL Server Enterprise Manger maintenance plans. Tiburon implements a hot backup scheme for production databases. This means the production database can remain open and allow normal activity while the database is being backed up. It is important to note that the database hot backups are special backups and are only performed using special tools such as SQL Server Enterprise Manager maintenance plans. Simply copying the database files while the database is open for normal operations using the operating system copy command is not appropriate as such backup files are not useful for database recovery purpose. The Tiburon SQL Server hot backup is primarily a full disk backup of the production database. In addition to backing up the data files this process also backs up the Transaction logs for the production database. The backup is scheduled to run nightly. Upon backup completion, this process places the backed up database files in a dedicated backup directory. In addition to Page 2 of 5 zaosaeoa Tiburon Master Support Agreement Exhibit 6 Back Up Schedule & Procedures backing up the Tiburon production database, Tiburon SQL Server backup also includes maintenance plans for performing disk backup of MASTER, MSDB and MODEL system databases. The backed up files for these databases are also placed in the dedicated backup directory. This backup directory is then copied to a Tape device as part of the Tiburon master backup. The availability of backups on disk considerably reduces the recovery time. Tiburon will work with client to define the disk space requirements far database disk backups during the database sizing stage of the project. RMS Backups System Backup Requirements foe RMSrTi These procedures do not address the requirements for backing up an Oracle or SQL Server database; the same procedures as described above for the CAD database files apply to the RMS database files. On the RMS/Ti server there should be an "RMS_Ti" folder; within that folder are additional folders for the production (prd) and training (trn) systems. The components to be backed up from these directories are addressed below. Firstly, under the production folder there should be at minimum three additional directories: • Bin • Datrms • Dmp Bin Directory From the Bin Directory, only "RmsTiSystem.ini" and any other configuration files should be backed up. Other configuration files would include batch files used in place of the script files used in the UNIX environment. These are usually files called from within applications for FTPing or uploading either from or into the system, such as "Autocite.bat", "bfpawn.parm" and "btcite.parm". It may be easier to determine what can be ignored by the backup in this directory: all executables (.exe), dynamic link libraries (.dll), COBOL-generated files (.gnt) and system tables (.tab). There are currently eight (B) additional shared memory files which should also be ignored; those files have names associated with the site and system settings outlined in the "RmsTiSystem.ini" configuration file. They will have names similar to the following: {sitenam e}. P rd.co m mands {sitename}. P rd.f fi e l d s {sitename}. Prd.m aster {sitename}. Prd.MessageQueues.dat {sitename}. MessageCount.dat {sitename}.system {sitename}. Prd. uxappl l (sitename}. Prd. ux iob {sitename}. Prd.commands {sitename}. Prd.fields • {sitename}.Prd master {sitename}. P rd. Mes sageQueu a s. dot {sitename}. Prd.MessageCount.dat {sitename}. Prd.system {sitename}.P rd. uxappll {sitename}. Prd. uxiob Datrms Directory From the Datrms directory, all files except SSF1.xfl should be backed up. However, these files should not be locked by the backup process. 20060803 Page3of5 Tiburon Master Support Agreement Exhibit 6 Back Up Schedule & Procedures Dmp Directory As far as the operation of the system is concerned, nothing from the Dmp directory should be backed up, as these are all dynamic files that will be recreated when the system is restarted and contain no static data. Next, under the training folder there should be at minimum five (5) additional directories: • Bin • Batch • Datrms • Dmp • Tables Bin, Datrms and Dmp Directories From the Bin, Datrms and Dmp directories, the process should be the same as production above. Batch Directory Everything from the Batch directory should be backed up. Tables Directory Everything from the Tables directory should be backed up. GUI Distribution The As-Built Documentation should be reviewed to locate the server and folder name for the RMS distribution files. This folder should be added to the system backup of that server. As mentioned earlier, use the same procedures as described under the CAD/Ti section for the backup if the Oracle or SQL server daiabase files. Tiburon CARS Directories The Directory paths may differ slightly by name; however, the targeted files should not. Look for a Volume named "Programs" (normally the D: Volume). There are two directories that need to be backed up: TihCars, and TibCars Base. GUI Distribution Sometimes the CARS Server is used as the GUI Distribution for RMS and/or CAD workstation distribution. If your CARS server is also the GUI Distribution server, please include these distribution folders in the Daily Backups. These can normally be found under the D: (Program) Volume. These folder names should be RMS_Distrib, RMS_TI. If your CARS Server is also your Tiburon WEB Application server, please backup the RMS_WEB Directory which is normally found under the' D: Volume. A review of the As-Built Documentation will identify the location of all distribution folders. WebQuery Server The WebQuery servers do not contain any user data, only the web page files. All user data is stored on the associated CAD, CARS or RMS server. However, the web page files should be backed up on a regular basis to simplify restoration of the server in the event of hardware failure or data loss. If any of the following folders are on the server they should be backup up: Inetpub, TibRoot, Tiburon, RMS_Web. Page 4 of 5 20060803 Tiburon Master Support Agreement Exhibit 6 Back Up Schedule & Procedures UNIX® System backups The Tiburon UNIX systems require two types of backups; one for the Tiburon Application and database, and one for the operating system (OS). The OS backup should occur monthly or when any major OS-related or password changes occur. The OS backup normally backs up just OS volume groups (Logical Volumes) and should be a 8ootable Backup (normal place on a tape medium), and provide a complete OS system recovery in case of total equipment loss. The Tiburon Application and database backup should encompass the Tiburon Application file systems, database files, and the output files of the Oracle database backup files, if applicable. The two basic types of Tiburon Application files, CAD (Computer Aided Dispatch) and RMS (Records Management System), are copied to a magnetic media tape device along with the output from the Oracle backup procedures and the RMSDATA backup routines (if required). The Log files used to review the completeness of the Tiburon backup utilities are normally stored in the UNIX System directory "/tmp/backup or /tmp/backuplogs". The RMS Application system's RMSDATA backup logs are stored in the "/{mount point}!{system type}/log" directory in text log files called "daily.*" The Oracle backup utility stares the Oracle output database files in the filesystem location of "/{mount point}/oracle/orabackup/{$ORACLE_SID]/, !{ mount point}/oracle/orabackup/{$ORACLE_SID }", or some variant of that naming convention Depending on the magnetic tape device used to store the Tiburon backup data the Tiburon master backup utilities can vary in complexity. The master backup utilities should be launched daily from the system's crontab service. If required, Tiburon will set up the backup process for each Tiburon Application and ensure functionality of the Tiburon-supplied backup scripts. Changes to those scripts shall only be made by Tiburon technical staff. Any changes requested by the Client shall be requested through the Tiburon Account Manager and/or the Tiburon "HEAT" system. Page 5 of 5 20080803 THIS PAGE INTENTIONALLY LEFT BLANK Version 4.0 Tiburon Systems Administration Support Services TIBUR N~ A COMPUDYNE LOMPA NY yt mini trati®n fanuar2 05, 2009 Tiburon, Inc. 6200 Stonoridge Mall Road, Suite 400 Pleasanton, California 94580 [92516212700 Tiburon, Inc. Ianuary O5, 2009 Page a Version 4.0 Tiburon Systems Administration Support Services NotiC¢s: New publications incorporate all updates issued since [he previous publication. Update packages, issued between publications, contain additional and/or replacement pages which should be merged into the most recent publication of the guide. Tiburon, Inc. reserves dte fight ro alter or improve the equipment, softwaze and/or specifications detailed in this document at any time and without any notice. The information detailed in this documentation could contain technical or typographical errors. Tiburon, Inc. waives any responsibilities incurred by anyone outside the company for labor or material cost as a resnl[ of using [his document. Tiburon, Inc, shall not be held liable for any damages including, but not limited to, consequential, incidental special damages or loss of profits as a result or in connection with this document or its use. While every effort has been made ro prepaze an accurate, thorough and error-free document, your comments and suggestions regazding improvements to this user's manual aze appreciated. Copyright: All fights reserved. No part of this document may be reproduced in any foan, including photocopying or translation to another language, without the prior vaitten consent of Tiburon Inc. _ Copyright ©2006 Tiburon, Inc. Tiburon is a registered trademazk of CompuDyne.Corpomfion.. Printed in the United Smtes of America. TTad¢marks: The following aze [rademazks or service mazks of Tiburon, Inc. and are registered or pending in the United States of America. - CAD -Computer Aided Dispatch®, Computer Aided Dispatch/2000®, CAD/2000®, Records Management System/2000®, RMS/2000®, Message Switching System/2000®, MSS/2000®, Judicial Management System/2000®, JMS/2000®, Correcflons Management System/2000®, CMS/2000®, PIMS/2000®, .iDL®, GPA®, GMS®, RTM®, APS/2000®, CAD Acflvity Reporting System/CARS®, Computer Assisted Public Safety System/CAPS® All other brand and product names referenced in this guide are tmdemazks of their respecfive companies. Publication History: Publication Version Date Tiburon, Inc. System Administration Support Services 4.1 January O5, 2009 Tiburon, Inc. System Administration Support Services 4.0 August 4, 2006 CompuDyne -Public Safety & Justice, Inc. Systems Administration Support Services 3.0 February 9, 2006 CompuDyne -Public Safety & Justice, Inc. Systems Administrafion Support Services 2.0 October 12, 2005 CompuDyne -Public Safety & Justice, Inc. Systems Administrafion Support Services 1.0 Apri128, 2005 This document was printed on July 21,2010 Ti6uron,Inc. January05,2009 Page b Version 4.0 Tiburon Sys[ems Administration Support Services Taalo of Contcnts 1. INTRODUCTION ................................................................................................ ................................1 2. LEVEL 1 -CLIENT STAFF-PROVIDED SA SERVICES ................................ ................................ 3 2.1 TIBURONRE$PON$EIII,TTIES ...................................................................................... ....................................3 2.2 TASKS OUTSIDE THE SCOPE OF LEVEL 1 SA SERVICES ............................................. ....................................3 2.3 CLIENT RESPONSIBII.PITES ........................................................................................ ....................................4 3. LEVEL 2 -EXTENDED SA SERVICES ............................................................ .............................:.. 5 3.1 TmuxoNRESrorrsmE,rrlES ...................................................................................... ....................................5 3.2 TASKS OUTSIDE THE SCOPE OF LEVEL 2 SA SERVICES ............................................. ....................................6 3.3 CLIENT RE$PONSIBII,ITIE3 ...............................................:........................................ ....................................6 4. LEVEL 3 -EXTENDED SA SERVICES ............................................:............... ................................ 7 4.1 TIBURONRE$PONSEIH,TTIES ...................................................................................... ....................................7 4.2 TASKS OUTSIDE THE SCOPE OF LEVELS SA SERVCCES ............................................. ....................................7 4.3 CLIENT RESPONSIRII.117ES ........................................................................................ ....................................8 5. LEVEL 4 -INCREMENTAL SA SERVICES .................................................... ................................ 9 Tiburon, Inc. January O5, 2009 Page i Version 4.0 Tiburon Systems Administration Support Services 1. INTRODUCTION System Administration (SA) is a set of periodic preventative maintenance practices which, performed properly, help ensure application uptime. System Administration tasks-focusing on hardwaze, operating systems, and networking-are just as essential to the continued proper function of a system as application administration, and aze generally more critical to ensure minimum system downtime. SA tasks as performed by Tiburon, Inc. (Tiburon) focus on the following general azeas: • Hazdwaze Support -configuration, updates, monitoring, maintenance, and diagnostics • Operating System Support -configuration, updates, monitoring, maintenance, and diagnostics • Networking -configuration, monitoring, and diagnostics • Backups -configuration, maintenance, monitoring, and diagnostics Routine System Administration addresses common problems that can threaten application uptime. For example: • Filesystems may become full as applications or the operating system write to log files or create new files, preventing proper application and/or operating system function. Proper monitoring and appropriate action can ensure that Filesystems do not become full prior to the point at which they impede application function. • Changes made to system files such as /etc/hosts can adversely affect system funcfion, leading in some cases to application outages. Proper monitoring and planning minimizes the impact of such changes. • Unattended backup procedures can encounter problems that go unnoticed, jeopazdizing the client's ability to recover either the operating system or application data in the event of hazdwaze failure or data corruption. These problems can be discovered and remedied through regular review of the backup logs and periodic verification of the backup tape contents. • As the system ages, firmwaze levels may be superseded to include support for new hazdware and to improve support for existing hazdwaze. Periodic review and upgrades can help prevent issues arising from out-of-date fumware. • Operating system softwaze may be superseded and require patching to fix software defects and to add additional functionality. Periodic review and upgrades may reduce risks associated with softwaze defects and out-of-date operating system softwaze. Tiburon offers Level 1 Systems Administration Services (described below) as a standazd feature of the Master Support Agreement (MSA). The Systems Administration services offered as part of the Level 1 SA Services aze limited to a set of tasks that reasonably fall within Tiburon's purview, assuming that the client has system administration staff performing the tasks outlined in our SA Leve12 and higher offerings. For instance, Level I Services do not include proactive monitoring of client systems, firmware upgrades, system patching, hardwaze repair, or disaster recovery. Level 1 Services assume that the client is responsible for operating system and data backups and disaster recovery solutions. Even when the client assumes the primazy SA role, Tiburon is available during normal business hours for backup planning and consulting for database- related problem diagnosis/resolution related to Tiburon applications. Tiburon, Inc. Tanuary O5, 2009 Page I Version 4.0 Tiburon Systems Administration Support Services The Level 2 SA Services option is designed for smaller systems that aze less prone to encounter performance problems but which require regularly scheduled checking. This option provides for monthly monitoring of critical issues and limited performance maintenance. The Level 3 SA Services option is designed for medium to lazge agencies, and provides monitoring for a greater quanfity of servers, testing, limited analysis, and advanced tuning services. The Level 4 SA Services option also offers a full range of SA services on atime-and-materials basis, as described below in Incremental SA Services. Tiburon, Inc. January O5, 2009 Page 2 Version 4.0 Tiburon Systems Administration Support Services 2. LEVEL 1-CLIENT STAFF-PROVIDED SA SERVICES Level 1 SA Service is a standard feature of the Tiburon Master Support Agreement (MSA). For clients who have qualified System Administrators on their staff, this plan provides the minimum assistance needed to ensure that operating systems, hazdwaze, and networking function properly to support the client's Tiburon applications. Tiburon will provide support ranging from information-only, to applying minor changes (as defined by Tiburon), to providing resolution only for problems as may be encountered by the supported Tiburon applications. 2.1 TIBURON RESPONSIBILITIES • Tiburon's role is primarily advising. • Coverage is provided during normal Tiburon business hours. • After-hours coverage is only available to Level 1 clients as a billable item far the standard after-hours fee and the Time and Materials (T&M) support costs. • Tiburon will work with the client's SA to advise on backup planning. Any Tiburon-provided backup scripts will include an explanation of the implementation methodology. • Tiburon will assist the client's SA in setting up Tiburon-prepazed automated database backup scripts. • Tiburon will assist with restarting high availability cluster software after a crash only after the client's Systems Administrator has successfully restazted the operating system (please note high availability exclusions below). • Tiburon will expand filesystem disk space allocations as required to resolve Tiburon application problem reports if and only if disk space is readily available (please note disk exclusions below). • Operating system patches required for continued proper function of the Tiburon application(s). 2.2 TASKS OUTSIDE THE SCOPE OF LEVEL 1 SA SERVICES • Installation and configuration of new hazdwaze or disk reconfiguration. • Installation of operating system, firmwaze, or database patches not explicitly required for the correct function of installed Tiburon applicafion(s). • OS/Firmwaze/hazdwaze repair support. • Travel to client site to remedy critical system errors. • Reconfiguration or modification of high availability cluster software (HACMP, ServiceGuazd Windows Cluster, other) to conform to client-driven network or hazdwaze changes. • Disaster Recovery assistance. Disaster recovery is defined as follows: - One or more installed Tiburon applications aze inoperable because of problems outside the scope of the Covered Applications - The problem causing the loss shall have caused total loss of application function and/or server function due to one or more of the following causes: o Network Failures • Switch failures • Router failures • Firewall issues • Standazd cabling problems Tiburon, Inc. January O5, 2009 Page 3 Version 4.0 Tiburon Systems Administration Support Services • Data circuit failures Hazdwaze repair (examples below), for servers only: • Complete system replacement • Disk replacement • NIC replacement • Mainboazd replacement • Replacement of other component necessary to day-to-day operations Softwaze restoration, for servers only: • OS restoration to previously functional levels • Application restoration • Database restoration o Operating System reconfiguration • Any additional configuration files required to support required application function. • Operating system performance or pazameter tuning • Configurable pazameters and files containing configurable parameters In the event that the client desires assistance for any of the tasks listed above, Tiburon offers services as described in Incremental SA Services Level 4 section of this document. 2.3 CLIENT RESPONSIBILITIES ® Provide Tiburon access to systems for problem diagnosis and resolution • Provide hardware as required to enable system growth and maintain a high level of system performance • Perform backups (tape swaps, backup log monitoring, tape drive cleaning) ® Initial failed hardware contact with hardware vendor unless the hardwaze maintenance is provided by Tiburon in accordance with the Master Support Agreement (MSA) • Initial contact with Operating Systems vendor regazding patching OS • Disk space allocation as required by the application and/or database • Maintain Tiburon-provided backup scripts/software • Perform recoveries in case of disaster, including but not limited to the following: • Mksysb/make recovery restores (or other Bootable Operating System Restore Utility tapes) • Taz restores from tape (UNIX systems) • Veritas Backup Exec restores from tape (Windows systems) ® Provide qualified "hands-on" on-site expertise at the server/in the server room in the event that Tiburon application technical staff are unable to remotely connect to a crashed or otherwise impaired computer system. Tiburon, Inc. 7anuazy O5, 2009 Page 4 Version 4.0 Tiburon Systems Administration Support Services 3. LEVEL 2 - EKTENDED SA SERVICES This optional plan augments the Level 1 SA Services and provides the minimum System Administration services required to ensure that servers and systems can continue to support Tiburon applications. It is best suited for small- to medium-size agencies that do not have a fully qualified System Administrator. In addition to the Level 1 SA Services support tasks, the Level 2 SA Services plan provides monthly remote monitoring of server systems to help diagnose and repair problems before they have a detrimental effect on Tiburon application operations. Level 2 SA Services require that the client have a competent SA staff onsite to manage operating system, hazdware, fumwaze, and networking issues; Tiburon's responsibility is to provide diagnostic and proactive monitoring rather than active intervention. This proactive monitoring includes checking backup logs (if Tiburon database backups are used), server operating system error logs, analysis, and recommendations to remedy deficiencies for neaz-term storage needs, and identifying significant changes in system performance. The Leve12 SA Services option also provides a monthly analysis report on backup status, disk utilization, and any other issues related to operating systems, hazdwaze, or networking. 3.1 TIBURON RESPONSIBILITIES • Tiburon's role is primarily monitoring. • Perform all Level l support tasks • Provide Leve12 coverage during normal business hours • Perform backup activities, as follows: - Prepaze and maintain a written backup plan document, outlining client responsibilities, tape scheduling and management, and tape drive service requirements - Set up and maintain automated backup scripts (if Tiburon. backups aze used). Client retains responsibility for managing tapes (swap, replace on annual schedule, maintain tape librazy sets). - If Tiburon backups aze used, perform tape recovery procedures, or assist the client System Administrator as needed to restore files from tape if lost or damaged. - Monitor backup logs monthly (if Tiburon backups are used) - Perform annual verification of backup tape contents • Operating systems, hazdwaze and networking assistance, as follows; • Assist with diagnosis of failed hardwaze affecting Tiburon application function • Assist with diagnosis of operating system issues affecting Tiburon application function • Assist with networking issues affecting Tiburon application function Tiburon, Inc. 7anuary 05,2009 Page S Version 4.0 Tiburon Systems Administration Sunoort Services 3.2 rTASKS ®UT~IDE THE SCOPE OF LEVEL 2 SA SERVICES • Disaster Recovery services • Installation of operating system, firmwaze, or database patches not explicitly required for the correct function of the Tiburon application • Operating System/firmwaze/hazdwaze repair support -primary support responsibility for these items shall remain with client, and Tiburon shall facilitate • Travel to client site to remedy criflcal system errorsReconfiguration or modification of high availability cluster softwaze (HACMP, ServiceGuazd Windows Cluster, other) to conform to client- driven network or hazdwaze chazrges. 3.3 CLIENT 1ZESP®~vsISILITIEs • Provide Tiburon access to systems for problem diagnosis and resolution • Provide hardware as required. to enable system growth • Perform backups (tape swaps, backup log monitoring, tape drive cleaning) • Initial failed hardwaze contact with hazdware vendor • Perform recoveries in case of disaster, including but not limited to the following: - Mksysb restores (Or other Bootable Operating System Restore Utility tapes) - Recovery from tape • 'Provide qualified on-site expertise at the server/in the server room in the event that Tiburon is unable to remotely connect to a crashed computer system Tiburon, Inc. January O5, 2009 Page 6 Version 4.0 Tibnron Systems Administration Support Services 4. LEVEL 3 _ El(TENDED SA SERVICES This optional plan provides more frequent and extensive administrative services. The Extended SA plan. provides atl the services of Leve12 on a 2417 basis. Like Leve12, this plan proactively monitors hardwaze and error logs, storage needs, and system performance. A report on backup status, filesystem growth, and any problems identified is provided monthly. These System Administration services are performed via remote access. The standazd plan includes support for up to three databases, each supporting up to five agencies. For clients with more systems or agencies, Tiburon can design a customized plan. 4.1 TIBURON RESPONSIBILITIES • Tiburon's role is primarily remote systems administration • Provide all Level 1 and Leve12 support tasks • Provide 24/7 support • Perform backup activities, as follows: - Prepaze and maintain a written backup plan document, outlining client responsibilities, tape scheduling and management, and tape drive service requirements in concert with the Tiburon DBA team - Set up and maintain automated backup scripts (if Tiburon backups aze used) - If Tiburon backups aze used, perform tape recovery procedures, or assist the client System Administrator as needed to restore files from tape if last or damaged. - Monitor backup logs monthly (if Tiburon backups aze used) - Verify backup tape contents annually Perform problem diagnosis and resolution on operating systems, hardware and networking. This does not include disaster recovery services, but is limited to the following (in service of the installed Tiburon applications only): - Disk allocation changes - File changes (hosts, other) - Network analysis in service of Tiburon application(s) - Maintain system accounts and passwords Provide annual performance analysis, report, and adjustments to system performance pazameters as required. Perform monthly review of hardware and operating system on named services and produce a written report on the results of the review. Travel to client site to perform scheduled maintenance and repairs 4.2 TASKS ®UTSIDE THE SCOPE OF LEVEL 3 SA SERVICES • Standalone Disaster Recovery services • Installation of operating system, firmwaze, or database patches not explicitly required for the correct function of the Tiburon application • Operating System/firmwaze/hazdwaze repair support • Travel to client site to remedy critical system errors • Reconfiguration or modification of high availability cluster software (IIACMP, ServiceGuazd Windows Cluster, other) to conform to client-driven network or hazdwaze changes. • IP address changes Tiburon, Ina Ianuary O5, 2009 Page 7 Version 4.0 Tiburon Systems Administration Support Services 4.3 CLIENT IZE5PON5IBILITIES • Provide Tiburon access to database for problem diagnoses and resolution • Load and manage backup tapes per the backup plan and during recovery • Furnish hazdwaze required for database growth • Provide qualified on-site expertise in the event that Tiburon is unable to remotely connect to a crashed computer system Tiburon, Inc. January 05,2009 Page 8 Version 4.0 Tiburon Systems Administration Support Services 5. LEVEL 4 - INCREMENTAL SA SERVICES In addition to the packaged service plans, Tiburon offers a full range of Systems Administration services on a fixed-price basis. These can be used as needed at any time to augment any of the packaged plans. For example, this option is ideal for clients with Level 1 or Level 2 SA Services who require an operating system patch set or operating system upgrade after an extended period of operation. Tiburon-provided Incremental SA Services can include, but aze not limited to: • 2a/7 coverage on atime-and-materials basis, plus the standard after hours call-out fee for calls received outside of normal support hours • Any service offered in Level 2 and Leve13 (e.g., services one or more levels above purchased level) • .Growth planning, anticipating future storage, memory and CPU requirements • Security monitoring and auditing controlling access, reviewing published security alerts, applying security patches • User account and access rights administration (beyond the Tiburon standard accounts) • Non-Tiburon (i.e., third-pazty) softwaze version upgrade, subject to approval by Tiburon application engineering staff • System license compliance review • Reconfiguration of backup scripts to accommodate or re-optimize performance and paths following hardware upgrades or changes (provided that this does not violate existing agreements with the third- pazty vendors) • Assistance writing scripts requested by Client System Administration staff for monitoring performance (includes email scripts) • Hazdwaze recoveries, especially those requiring onsite support from Tiburon • Data restores required as the result of user error • Disaster recovery support, including the following: - Hardware replacement (client must maintain hardwaze support contract with hazdwaze vendor) - Restoration from backup tapes: • If this requires OS restoration (from mksysb or make recovery, or from Windows utilities doing the same), this task shall be automatically construed as onsite work, and the client shall be liable for all travel costs to and from client site for the duration of the restoration. • If this task does not require restoring the operating system as well as application data, then it shall be Tiburon's discretion whether the work shall be performed remotely or at the client site. - Other SSG tasks required to bring client's computer system to the point where Tiburon application function can be restored. This point specifically excludes items out of Tiburon scope: • Network configuration • Hardwaze ordering • Hazdwaze assembly (e.g., vendor representatives must do this) • Automatic onsite time (before traveling to client site, Tiburon and client will establish a mutually agreed to billing rate for Tiburon onsite time) Tiburon, Inc. ~ Ianuary O5, 2009 Page 9 TIBUR N' A COMFU DYNE COMFAPIY atabas drnini tratin (A) ~r~rices Version 4.9 January 5, 2009 Tiduron, Inc. 6200 Stoneridge Mall Road Suito 400 Pleasanton, CA 94588 19251621-2100 Version 4.1 Database Administration Services Tiburon, Inc Notices: New publications incorporate all updates issued since the previous publication. Update packages, issued between publications, contain additional and/or replacement pages which should be merged into the most recent publication of dre guide, Tiburon, Inc. reserves the right to alter or improve the equipment, software and/or specIEications detailed in [his document at any time and without any notice. The information detailed in this documentation could contain technical or typographical errors. Tiburon, Inc, waives any responsibilities incurred by anyone outside the company For labor or material cost as a result of using this document. Tiburon, Inc. shall not be held liable for any damages including, but not limited to, consequential, incidental special damages or loss of profits as a result or in connection with this document or its use. while every effort has been made to prepare an accurate, thorough and error-free document, your comments and suggestions regazding improvements to this user's manual are appreciated. Copyright: All rights reserved. No part of this document may be reproduced in any farm, including photocopying or translation to another language, without the prior written consent of Tiburon, Inc. Copyright ©2006 Tiburon, Inc. Tiburon is a registered trademazk of CompuDyne Corpomfion. Printed in the United Stales of America. TCademarks: The Following are trademazks or service marks of Tiburon, Inc. and are registered or pending in the United States of America. CAD - Computer Aided Dispatch®, Computer Aided Dispatch/2000®, CAD/2000®, _ Records Management System/2000®, RMS/2000®, Message Switching System/2000®, MSS/20000, Judicial Management. System/2000®, JMS/20000, Corrections Management System/Z000O, CMS/20000, PIMS/20000, 7DL0, GPAO, GMSO, RTMO, APS/20000, CAD Activity Reporting System/CARSO, Computer Assisted Public Safety System/CAPSO All other brand and product names referenced in this guide are trademazks of their respective companies. Publication History: Publication Version Date Database Administration Services 1.0 Database Administration Services 2.0 July 15, 2005 Database Administration Services 3.0 March 20, 2006 Database Administration Services 4.0 August 4, 2006 Database Administration Services 41 Januazy 5, 2009 This document was printed on March 31, 2010 Tiburon, Inc. Februazy 9, 2009 Page a Version 4.1 Database Administration Services Tiburon, Inc Table of Contents 1. INTRODUCTION .................................................................................. .............................................. 2 2. LEVEL 1- CLIENT' S DBA SUPPORT ............................................... .............................................. 3 2.1 TIBURON RESPONSIBII,TTIES ....................................................................... ..................................................:3 2.2 CLIENT RE$PON$ffiII.TiTES ......................................................................... ...................................................3 3. LEVEL2-BASIC DBA SERVICES .................................................... ..............................................4 3.1 TlevxaNRESPON$ffiII.ITffi5 ....................................................................... ...................................................4 3.2 CLIENT RE$PONSffiILi'ITES ......................................................................... ...................................................5 4. LEVEL 3 -FULL DBA SERVICES ...................................................... .............................................. 6 4.1 TmuaoNRisPONSISnrriE.s ...............................................:.....................: ....................................................6 4.2 CLIENT RESPONSffiII.ITffiS ........................................................................ ....................................................7 5. INCREMENTAL DBA SERVICES ...................................................... ......................................:........ 8 Tiburon, Inc. February 9, 2009 Page i Version 4.1 Database Administration Services Tiburon, Inc 1. INTRODUCTION Periodic database administration is necessary to ensure data reliability and safety in case of a disaster. Tiburon, Inc. (Tiburon) offers three levels of database administration (DBA) service to help our clients administer the databases used by our products. The service plans range from assisting clients who have their own Database Adarinistrator to performing all required DBA functions for the client In each plan, our goals are the same: to ensure the safety of your data, and to provide stable, reliable operation of the database. Routine administration addresses common problems that can threaten database integrity, for example: • As the database grows, it may exceed the capacity of one of the vazious database files. If this occurs, data entry is interrupted until the condition is fixed. • The development of new reports or changes in usage of existing reports and modules can adversely affect database performance. Proper monitoring and planning minimizes the impact of such changes. • Unattended backup procedures can encounter problems that go unnoticed, jeopardizing your ability to recover the database in an emergency. A routine review of the backup logs and periodic verification of the backup tape contents ensures that these problems are discovered and remedied. • As the database grows, the organization of storage structures may become less efficient. To maintain optimum performance levels, tables and indexes may need periodic rebuilding. • The database softwaze may need periodic upgrades/patching to fix any issues with the database software version. While some database administrative tasks require a degree of familiarity with the RDBMS, others require formal training and/or experience or a qualified DBA. The Level 1 DBA Service described below is a standard feature of the Tiburon Master Support Agreement (MSA). Level 1 DBA Service involves the creation of production and training databases to be used by Tiburon applications for clients that do not have their own database administrator (DBA). Database services offered as pazt of the Level 1 DBA Service aze limited: they do not include preventive monitoring of the client's databases. Level 1 DBA Service also requires that the client perform periodic database backups, backup functionality monitoring, periodic database maintenance and database recoveries in the event of disaster. During the project phase, before go-live, Tiburon is available to assist with configuration of the database backups. Thereafter, Tiburon is available primazily for consultation to diagnose/resolve database problems that aze directly related to the Tiburon applications. For clients that do not have access to the services of qualified DBA personnel, Tiburon offers its optional added-cost DBA service plans: Level 2 Client DBA Support, Leve13 Client DBA Support, and Client DBA Support on a time-and materials basis. These options provide the essential DBA services via dial-in access Leve12 DBA Service is designed for small- to medium-size databases that grow at a slower rate and aze unlikely to encounter performance problems. It provides for monthly monitoring of critical issues and limited performance maintenance. Leve13 DBA Service is designed for medium- to lazge-size databases, and provides more frequent monitoring, recovery testing, and advanced tuning services. Tiburon, Inc. Februazy 9, 2009 Page 2 Version 4.1 Database Administration Services Tiburon, Inc 2. LEVEL 1®CLIENT`S DDA SUPPORT Level 1 Service is a standard feature of the Tiburon Master Support Agreement (MSA). For clients with their own DBA, this plan provides the support needed to ensure that the database supports their Tiburon applications. Tiburon will provide support ranging from providing information only to making database changes to fix only the problems encountered by the Tiburon applications. 2.1 TIBIJRON RESPONSIBILITIES • If required, work with client's DBA on the written production database backup planning document. • If required, work with client's DBA to provide assistance in setting up Tiburon prepazed automated database backup scripts • Froblem diagnosis and resolution on an 8x5 basis (24x7 coverage is optional) for database issues related to Tiburon applications, in accordance with the Master Support Agreement (MSA) • Expand database disk space allocations as required to resolve Tiburon application problem reports • Consultation as needed on Tiburon application database requirements 2.2 CLIENT RESPONSIBILITIES • Provide Tiburon access to database for problem diagnosis and resolution • Perform routine database monitoring and extensions of storage allocations • Reorganize indexes and tables as required to maintain performance levels • Perform all database performance analysis and tuning • Provide required hardware for database growth • Performing actual database backups and recoveries in case of disaster Tiburon, Inc. Februaz}~ 9, 2009 Page 3 Version 4.1 Database Administration Services Tiburon, Inc 3. LEVEL 2 -BASIC DBA SERVICES This optional plan provides the minimum database administration services required to ensure the safety of your agency's data and uninterrupted operation of the database. It is best suited to small- to medium-size agencies that do not have their own DBA. In addition to the services provided in Level 1, the Basic DBA plan provides monthly dial-in monitoring of critical database issues. This proactive monitoring includes checking backup logs (if Tiburon database backups are used), database error logs, analyzing and addressing neaz-term storage needs, and identifying significant changes in database performance. A monthly report on backup status, database growth, and any problems identified is also provided. In addition, this plan provides for periodic rebuilding of indexes and tables. By providing the essential DBA services on a dial-in basis, far an average of one day per month, Tiburon can offer these services at a fraction of the cost of a dedicated, full-time DBA. This plan also provides the option for Tiburon to configure and maintain database backup scripts and perform recovery in case a disaster strikes, as long as Tiburon database backups aze used. 3.I TIBURON RESPONSIBILITIES • Prepaze and maintain the written production database backup plan document outlining client's responsibilities, tape or other storage media scheduling and management, and tape or other storage drive service requirements • Set up and maintain automated backup scripts, if Tiburon database backups aze used • If Tiburon database backups aze used, perform database recovery procedures, or assist only the client's DBA as needed to restore the database if lost or damaged • Monitor backup logs monthly, if Tiburon database backups are used • Perform problem diagnosis and resolution on a 24x7 basis • Monitor database disk storage growth monthly (tablespace, extents, filesystems, archives, redo, temp, rbs) • Expand disk space allocations as required (tablespace, filesystems, archives, redo, temp, rbs) • Monthly monitoring and purging of database alert log and trace files for potential problems • Monthly monitoring of inter-database processes for potential problems (replication, two-phase commits) if applicable. • Monthly monitoring of database performance for significant changes and identify problem applications and SQL statements • Maintain database system accounts and passwords Tiburon, Inc. February 9, 2009 ~ Page 4 Version 4,1 Database Administration Services Tiburon, Inc • Annually rebuild indexes. This task could require database downtime • Annually reorganize/defragment heavily updated tables, if fragmented. This task could require database downtime. • Perform database sof[ware version upgrades, if needed 302 ~LIElVT 12ESPONSIBILITIE5 • Provide Tiburon access to database for problem diagnosis and resolution • Load and manage backup tapes per backup plan and during recovery • Perform periodic performance tuning, if needed • Provide hazdwaze required for database growth Tiburon, Inc. Februazy 9, ?009 Page 5 Version 4.1 Database Administration Services Tiburon, Inc 4. LEVEL 3 -FULL DBA SERVICES This optional plan provides more frequent and extensive administrative services to better address the needs of medium to large agencies that do not have their own DBA. The Full DBA Services plan provides all the services of Level 2 on a bi-weekly basis, plus extensive recovery testing and database tuning. Like Level 2, this plan proactively monitors backup logs, database error logs, storage needs, and database performance. Indexes and tables aze rebuilt more frequently, and the plan covers more of them. In addition, a report on backup status, database growth, and any problems identified is provided bi- weekly. These DBA services aze performed via dial-in access for an average of three days per month. 4.1 TIBURON RESPONSIBILITIES • Prepaze and maintain production database backup plan • Set up and maintain automated backup scripts • If Tiburon database backups are used, perform database recovery procedures, or assist only client's DBA as needed to restore the database if lost or damaged • Bi-weekly monitoring of backup logs • Examine of backup tapes monthly • Periodic database recovery testing for verification of backups validity • Problem diagnosis and resolution on a 24x7 basis • Weekly monitoring of database disk storage growth (tablespace, extents, filesystems, azchives, redo, temp, rbs) • Expand disk space allocations as required (tablespace, filesystems, azchives, redo, temp, rbs) • Bi-weekly monitoring and purging of database alert log and trace files for potential problems • Bi-weekly monitoring of inter-database processes for potential problems (replication, two-phase commits) • Bi-weekly monitoring of database performance for significant changes; identification of problem applications and SQL statements • Maintain database system accounts and passwords • Rebuild indexes every 6 months. This task could require downtime. • Perfoan database softwaze version upgrades, if needed • Quazterly reorganization/defragmenting of heavily updated tables, if fragmented. This task could require database downtime. Tiburon, Ine. February 9,2009 Page 6 Version 4.1 Database Administration Services Tiburon, Inc • Annual performance analysis, report, and adjustments to database performance pazameters as required 4.2 (:LIENT IZESP®NSIBILITIES • Provide database access to Tiburon for problem diagnoses and resolution • Loading and managing backup tapes to the backup plan and during recovery • Hazdware required for database growth • Provide hazdware resources required for database recovery test Tiburon, Inc. February 9, 2009 Page 7 Version 4.1 Database Administration Services Tiburon, Inc 5. INCREMENTAL DBA SERVICES In addition to the packaged service plans, Tiburon offers a full range of DBA services on a time-and- materials basis. These can be used at any time to augment any of the packaged plans, should the need azise. For example, this option is ideal for Level 1 or Level 2 clients that need a database tune-up after an extended period of operation. Incremental DBA services may include, but aze not limited to: • Any service offered in Leve12 and Leve13 • Growth planning, anticipating future storage, memory and CPU requirements • Security monitoring and auditing, controlling access, reviewing published security alerts, applying security patches • Database user account and access rights administration (beyond the Tiburon standazd accounts) • Database software version upgrade services • Database license compliance monitoring • Reconfiguring the database and backup scripts to accommodate or re-optimize performance following hardware upgrades or changes, provided that this does not violate existing agreements with the non- Tiburon vendor • Assistance analyzing and redesigning problem non-Tiburon SQL statements • Adding indexes and changing database structure to improve performance of non-Tiburon SQL statements or overall system throughput • Record-level data restores from user error, such as mistakenly deleted records, if Tiburon database backups are used Tiburon, Inc. February 9, 2009 Page 8 TIBUR Nm A COMPUD YNE COtJ~PANV lannary 5, 2009 Tibnron, Inc. 0200 Stoneridge Wall Road Suite 400 Pleasanton, CA 94508 [9251621-2700 Warranty & Maintenance Support Version 4.1 Guidelines & Options NOtiCCS: New publications incorporate all updates issued since the previous publication. Update packages, issued between publications, contain additional and/or replacement pages which should be merged into the most recent publication of [he guide. Tibmon, Inc. reserves the right to alter or improve the equipment, softwaze and/or specifications detailed in this document at any flme and without any notice. The information detailed in this documentation could contain technical or typographical errors. Tibmon, Inc. waives any responsibilities incurred by anyone outside the company far labor or material cost as a result of using this document. Tiburon, Inc. shall not be held liable for any damages including, but not limited to, consequential, incidental special damages or loss of profits as a result or in connection with this document or its use. While every effort has been made to prepaze an accurate, thorough and error-free document, yom comments and suggestions regarding improvements to this user's manual are appreciated. Copyright: All rights reserved. No part of this document may be reproduced in any form, including photocopying or translaflon to another language, without the prior written consent of Tiburon, Inc. Copyright ©2005 by Tiburon, Inc. Printed in the United States of America. Trademarks: The following aze trademazks or service mazks of Tibmon, Inc. and aze registered or pending in the United States of America. CAD - Computer Aided Dispatch®, Computer Aided Dispatch/2000®, CAD/2000®, Records Management System/2000®, RMS/2000®, Message Switching System/2000®, MSS/2000®, Judicial Management System/2000®, JMS/2000®, Corrections Management System/2000®, CMS/2000®, PIMS/2000®, JDL©; GPA®, GMS®, RTMO, APS/20000, CAD Activity Reporting System/CARSO, Computer Assisted Public Safety System/CAPSO All other brand and product names referenced in this guide are trademarks of (heir respecOve companies. Publication History: Publication Version Date Warranty & Maintenance Support Guidelines & Options 2.9 November 28, 2006 Warranty & Maintenance Support Guidelines & Options 3.0 Mach 28, 2007 Warranty & Maintenance Support Guidelines & Options 4.0 November 15, 2007 Warranty & Maintenance Support Guidelines & Optons 4.1 January 5, 2009 This document was printed on March 31, 2010 Tiburon, Ina January 5, 2009 Page a Wananry & Maintenance Support Version 4.1 Guidelines & Options Table of Contents 1. INTRODUCTION ................................................................................................. ............................... 1 2. SYSTEM CUTOVER -WARRANTY/MAINTENANCE ................................... ............................... 2 2.1 WARRANTY CERTIETGATIGN ....................................................................................... ..................................2 2.2 ACCOUNT MANAGEMENT ........................................................................................... ..................................2 2.3 GLB?NT LIAISON .......................................................................................................... :.................................2 3. THE CLIENT SUPPORT CENTER .......................................................:.............. ............................... 3 3.1 SUPPORT GUIDELINES ......................................................................................... ...................................3 3.1.1 Methods for Contacting the CSC ........................................................... ...............................3 3.1.2 Prioritizing TSRs .................................................................................... ...............................4 3.1.3 Technical Service Request -Reporting Procedures ............................... ............................... 5 3.1.3.1 Problem Reports and Information Requests ...................................... ............................... 5 3.1.3.2 Enhancement Requests ...................................................................... ...............................5 3.1.3.3 Steering Committee Issues ................................................................. ...............................5 3.1.3.4 Emergency After Hours Assistance ................................................... ..............................: 5 4. BASIC SUPPORT ................................................................................................. ...............................6 4.1 CALL LOGGING-TIBLIRON CLIENT SUPPORT SYSTEM(TCS) .................................... ...................................6 4.2 MONTHLY STATUS REPORTS ..................................................................................... ...................................6 4.3 LEVEL 1 DATABASE ADMINISTRATION (DBA) SUPPORT ........................................... ...................................6 4.4 LEVEL 1 SYSTEM ADMINISTRATION SUPPORT ........................................................... ...................................7 4.5 VERSION MANAGEMENT PROGRAM ........................................................................... ...................................7 4.6 TIBURON WEBSITE (R'V/W.TIDURONINC.COM) ........................................................... ...................................7 4.6.1 TCS Self Service .................................................................................... ...............................7 4.6.1.1 Search TSR ........................................................................................ ............................... 8 4.6.1.2 Generate Report ................................................................................. ............................... 8 4.6.2 CSC Discussion Forum .......................................................................... ............................:.. 8 4.6.3 Documentation Library ......................................................................... ................................8 4.7 TIBURGNUSERGRGUP .............................................................................................. ...................................8 4.8 PRODUCT STEERING COMMITTEES ............................................................................. ................................... 8 5. OPTIONAL SUPPORT PROGRAMS ................................................................. ..............................10 5.1 24 X 7 SUPPORT FOR ADDTTIONAL TIBURON SYSTEMS .............................................. .................................10 5.2 DATABASE ADMINISTRATION(DBA)SERVICES ........................................................ .................................10 5.3 SYSTEMS ADMINISTRATION (SA) SUPPORT SHRVICES ............................................... .................................10 Tiburon, Inc. January 5, 2009 Page i Warranty & Maintenance Support Version 4.1 Guidelines & Options 1. INTRODUCTION Tins document provides a detailed description of the service programs currently available to Tiburon's warranty and maintenance clients covered under the Master Support Agreement (MSA). This document defines all standard and optional support programs, explains the procedures that clients must fallow to take full advantage of the programs offered, and clarifies the client's and Tiburon's responsibilities. As part of Tiburon's ongoing commitment to its clients, we provide a comprehensive and beneficial support services program. Tiburon's warranty and maintenance programs maximize the integrity of the client's system and minimize the potential for serious problems. The warranty and maintenance programs offer various levels of operational and technical support as well as provisions for Tiburon softwaze upgrades. THE SERVICE PROGRAMS AND THE TERMS AND CONDITIONS CONTAINED HEREIN ARE THOSE AVAILABLE AS OF THE DATE OF THIS DOCUMENT; HOWEVER, SUCH SERVICE OFFERINGS, TERMS AND CONDITIONS ARE SUBJECT TO CHANGE WITHOUT NOTICE. Tiburon, Inc. January 5, 2009 Page 1 Warranty & Maintenance Support Version 4.1 Guidelines & Options 2. SYSTEIR CUTOVER ®IAIARRANTY/MAINTENANCE At system cutover, the system transitions from the project phase to the warranty or maintenance programs. Leading up to this major milestone, Tiburon completes the wazranty certification process and assigns an Account Manager to the client. The following sections describe these activities. 2.1 WARRANTY CERTIFICATION Tiburon conducts an extensive internal warranty certification process before a project enters the warranty program. Warranty certification ensures that Client Support Center personnel are equipped with accurate, site-specific documentation, including contact information, dial-in and restazt inshuctions, • system specifications, and hardware/operating system and network schematics. Working together, Tiburon's assigned Project Manager and Account Manager verify the accuracy of the client data as entered in the Tiburon Client Support (TCS) system, based on FrontRange Solutions' HEAT® software. The TCS database stores all pertinent client system information, and enables Tiburon staff to provide the most consistent and timely support services passible. The TCS system is also available to on-call after-hours support staff, providing easy, secure access to the critical information necessary for after-hours support. 2.2 ACCOiJNT MANAGEMENT To ensure the highest level of client satisfaction during the warranty and maintenance programs, Tiburon assigns an Account Manager to each client. The Tiburon Account Manager is the client advocate and acts as a facilitator for client interaction with Tiburon. The Account Manager ensures that clients aze aware of critical information distributed by the Client Support Center and informs clients of new technology available from Tiburon. The assignment of an Account Manager allows Tiburon to provide individual attention to each site, as we become involved in the day-to-day issues facing our clients. The Account Manager also facilitates client involvement in Tiburon programs such as user .groups, focus groups, and training programs. 2.3 CLIENT LIAISOl®T SERVICES Client Liaison Services aze performed by qualified Tiburon technical support personnel reporting directly to the Client Support Center Manager. A client liaison may be assigned to work closely with Tiburon's clients, Client Support Center (CSC) staff, and Account Management to identify, prioritize, and schedule work on open Technical Service Requests (TSRs). The objective is to develop and maintain a closer working relationship with clients on TSR resolution-to better understand client priorities, establish and meet deadlines, and manage TSR resolution. The assigned Technical Support representative follows up with the key •contacts at client agencies to review open TSRs. As a part of this review, clients have an opportunity to provide the representative input regarding their top priorities and scheduling requirements so that Tiburon can respond accordingly. The representative gathers input directly from discussions with clients and the appropriate Account Manager. The representative compiles information from these discussions to prioritize client TSRs and schedules CSC technicians, and, when necessary, facilitates direct discussions between clients and CSC technicians for TSR diagnosis and resolution. Tiburon, Inc. January 5,2009 Page 2 Warranty & Maintenance Support Version 4.1 Guidelines & Options 3. THE CLIENT SUPPORT CENTER Tiburon's Client Support Center (CSC) is dedicated to handling client support requests 24 hours a day, 7 days a week, including weekends and holidays. The CSC is responsible for all Technical Service Requests (TSRs) for warranty and maintenance clients. Once a system goes into production operation, the CSC is the central point of contact for all client needs. The CSC offers a consistent and focused approach to problem resolution, while providing accurate record-keeping and timely feedback to client inquiries. 3.1 SUPPORT GUIDELINES Tiburon has established support guidelines that must be followed to ensure timely response and resolution to issues reported to the CSC. The guidelines include methods for contacting the CSC, prioritizaflon of TSRs, and emergency after-hours assistance. Tiburon has established TSR reporting procedures for problem reporting and information requests, client-specific enhancement requests, and product enhancement submissions. 3.1.1 METHODS FOR CONTACTING THE CSC Tiburon provides several method of contact for the CSC: Method.- : Prodeduee : . Telephone Please use the following telephone numbers to contact the CSC: (877) 445-2110 (CSC toll-free line) (925) 621-2720 (direct line) (510) 579-4609 (CSC backup cell phone) (510) 579-1714 (CSC backup cell phone #2) NOTE: All Priority I calls must be reported by phorae to the CSC to ensure timel res onse to critical issues. Website Clients can submit a Problem Report, Enhancement Request, Steering Committee issue, or Request for Information via the Internet by connecting to http //www tiburoninc com/support/default asp and entering their unique client login and password. The CSC staff provides clients with the login and password required to access the client support system during regular business hours. Regular business hours aze defined as 8:00 am to 5:30 pm in the client's time zone, Monday through Friday, excluding Tiburon holidays. TSRs submitted via the TCS Self Service link send updates to the TCS database in real-time mode. TSRs entered via TCS Self Service aze reviewed and assigned within 24 hours of receipt, during regulaz business hours. If an email address is included with the issue submission, a confirming email with the TCS Call ID (used for tracking purposes) is sent to the submitting person. Current TSR status is available for review online at an time. Email Clients can submit TSRs to the CSC via email to sunnort@ tiburoninc.com. TSRs sent to the CSC via email aze entered into the TCS system and receipt is confirmed by a follow-up email message to the submitting person, which includes the TCS Call ID (used for tracking purposes). Email is processed durin re ulaz business hours. Tiburon, Inc. January 5, 2009 Page 3 Wananry & Maintenance Support Version 4.1 Guidelines & Options Fax Address faxes to Tiburon Client Support Center, and fax to: (925)621-2795 Faxes are processed during regular business hours. U.S. Mail Mail TSRs to: 1 Client Support Center Tiburon, Inc. 6200 Stoneridge Mall Road Suite 400 ' Pleasanton, CA 94588 TSRs received via U.S. Mail aze processed during reQUlar business hours. 3.1.E PRIORITIZING TSRs Clients should assign each TSR a priority code consistent with the definitions outlined below to ensure that the TSR receives the appropriate response and attention required. All TSRs aze addressed according to their priority level. Tiburon staff may recommend a priority level other than that requested by the client, if the requested priority level does not meet the criteria defined below. Priot Level. ;' Cate o' Definition Priority 1 Urgent The entire system or a major component is down. Client cammot use system to continue operations. Impacts multiple users, halts or severely impacts critical operations, or database integrity is compromised. NOTE: FOR PRIORITY I ISSUES, CLIENTS MUST CONTACT THE CSC IMMEDIATELY BY TELEPHONE. DO NOT DELAY RESOLUTION BY SUBMITTING A PRIORITY I TSR BY WEB, EMAIL, FAX, OR U. S. MAIL. Priority 2 High A major component or function does not work properly. Impacts an individual or small group. Normal o erations im aired, but can continue. Priority 3 Standard Impacts an individual or small group. Service can be dela ed until a mutuall established time. Priority 4 Information Issue is informational or educational in nature. Enhancement requests and Steering Committee issues should be re orted as Priority 4 TSRs. Priority 1 TSRs reported during regulaz business hours are logged and assigned to a Tiburon technician for investigation and resolution. For clients and systems with 24 x 7 coverage, Priority 1 TSRs can be reported 24 hours a day, 7 days a week. Clients and systems without 24 x 7 coverage can report issues via the Tiburon website, email, or fax at any time. These requests are processed during regulaz business hours. Clients and systems without 24 x 7 coverage can contact the CSC by telephone during regulaz business hours to report a TSR. Tiburon, Inc. January 5, 2009 Page 4 WaiTanty & Maintenance Support Version 4.1 Guidelines & Options TSRs for Priority 2, 3, and 4 requests aze assigned to the applicable technical team for review, assessment, scheduling, and resolution. Regular TSR reviews between the client and the Client Liaison allow Tiburon technicians to focus on problem resolution and improve TSR resolution time. 3.1.3 TECHNICAL SERVICE REQUEST -REPORTING PROCEDURES All problems and enhancement requests for all systems used in a production environment must be reported to the CSC utilizing submission procedures described in this document Whenever possible, supporting documentation or screen shots of examples should be provided when reporting problems. Following the proper reporting procedures will expedite the problem resolution process. 3.1.3.1 PROBLEM REPORTS AND INFORMATION REQUESTS Once a client system is placed into productive use, clients report all known problems and functional questions to the CSC. The CSC logs, assigns, and addresses the issue as soon as possible. All TSRs aze addressed according to their assigned priority. Once a TSR has been resolved, the client is contacted by telephone or email and advised that the call has been resolved. The client can either confirm resolution of the TSR at that time or request additional time to test the resolution of the TSR If the client cannot be contacted, or if the client requests time to test the resolution of the problem, the TSR is placed in Test Request mode. TSRs placed in Test Request mode without any further information or activity for 30 days aze closed automatically. Tiburon occasionally provides clients new "builds" that contain fixes for one or more problem reports. Once a new build has been delivered to a client, the client has 60 days to test the new build in the training environment. All problems identified in the new build must be reported to the CSC as TSRs and must include a notation that the TSR was discovered as a result of testing a new build (including the build number). All new builds must be tested and moved into production within 60 days of receipt, unless there are unresolved critical operational problems in the new build that prevent this action. Failure to implement a functional new build in the production environment within 60 days of receipt may result in Tiburon's refusal to respond to a new problem report which has been resolved in the new build. 3.1.3.2 ENHANCEMENT REQUESTS If a client would like to add a feature that will enhance their system, they can submit an enhancement request to the CSC. The CSC logs all enhancement requests in the TCS system. Once the request is entered in the TCS system, it is assigned to the client's Project Manager or Account Manager, who works with the client and Tiburon's Product Management staff to define the requirements and develop a price quote for the work involved..The CSC and the Project Manager or Account Manager monitor the progress of the request from the date the request is entered to the issuance of a price quote. 3.1.3.3 STEERING COMMITTEE ISSUES Clients can submit a Steering Committee request for discussion and potential inclusion in Tiburon's baseline when they encounter a situation where a system change or additional feature would enhance the functionality of the system. Submitted Steering Committee requests are posted on Tiburon's website in the password protected azea for client viewing. 3.1.3.4 EMERGENCY AFTER HOURS ASSISTANCE Emergency assistance after regulaz business hours is subject to the following special condition: 24 x 7 support is standazd for CommandCAD, CAD/2000, StratusCAD, Jai1RECORDS, Premier IMS, and Message Switch systems. Remote support for Priority 1 TSRs is provided at any time of the day. Jf a client selects the 24 x 7 service option for any other Tiburon applications, remote support for Priority 1 TSRs for those applications is also provided at any time of the day. Tf a client requests after hours support for an application without 24 x 7 coverage, support is subject to a call-out fee. Tiburon, Inc. Januazy 5, 2009 Page 5 Warranty & Maintenance Support Version 4.1 Guidelines & Options ~~~~ ' ' ~ID 4.1 CALL LOGGING e `TIBURON CLIENT SUPPORT SYSTEM (ACS) The Tiburon CSC uses HEAT© Call Logging softwaze provided by FrontRange Solutions, Ina This online database is referred to as the Tiburon Client Support System (TCS). The TCS system allows us to maintain a central repository of all product, project, maintenance, and enhancement activity. This softwaze has been customized to meet the unique needs of Tiburon and its clients. The system tracks Technical Service Requests (TSRs) and provides a central repository to document each client's hardware, network con5gurations, product versions, support needs, and specific requirements. Working with the clients, the Project Managers and Account Managers periodically review and update the data stored in the TCS system. They also periodically validate key and primary contact names, titles, positions, addresses, telephone numbers, and email addresses. 4.2 1!/IONTHLY STATUS 1ZEPORTS Each month, Tiburon sends warranty and maintenance clients Monthly Status Reports. Status reporting allows both the client and Tiburon to monitor all site activity and facilitates scheduling of future activity. The report covers the previous month's Technical Service Requests (TSRs). and enhancement activities. It is important that clients review these reports for accuracy. To ensure timely problem resolution, clients should inform the CSC immediately if any discrepancies aze discovered. Client Support announcements are often included in the Monthly Status Report mailings. Client Support announcements inform Tiburon clients of upcoming Tiburon holidays, Critical Product Notifications, Requests for Information, Upcoming Events, and other Tiburon news. 4.3 LEVEL 1 DATABASE ADMINISTRATION (DBA) SUPPORT Level 1 DBA Support is a standard feature of Tiburon's Master Support Agreement (MSA). Level 1 DBA Support services include the creation of production and training databases to be used by the Tiburon applications for clients that do not have their own database administration (DBA) capabilities. Database services offered as part of the Level 1 DBA Support do not include preventive monitoring of the client's databases. The client's DBA is also responsible for periodic database backups, backup functionality monitoring, periodic database maintenance, and database recoveries in the event of disaster. During the project phase before "go live" Tiburon is available to assist with the database backup configuration. Thereafter, Tiburon will be available primazily for consultation to diagnosis/resolve database problems that are directly related to the Tiburon applications. Please refer to the Tiburon DBA Services document for further information. Tiburon, Ina Januazy 5, 2009 Page6 Warranty & Maintenance Support Version 4.1 Guidelines & Options 4.4 LEVEL I SYSTEM I~DMINISTRATION SUPPORT Tiburon provides Level 1 System Administration (SA) Support as a standazd feature of the Master Support Agreement (MSA). For clients who have qualified System Administrators, this plan provides the minimum assistance needed to ensure that operating systems, hazdwaze, and networking function properly to support the Tiburon applications. Tiburon will provide support ranging from information-only, to applying minor changes (designation of minor change reserved to Tiburon), to providing resolution only for problems that may be encountered by supported Tiburon applications. Please refer to the Tiburon Systems Administration Support Services document for further information. 4.5 VERSION MANAGEMENT PROGRAM The Version Management Program (VMP) provides Tiburon clients with ongoing product enhancements and new features as an integral component of Tiburon's Master Support Agreement (MSA). Under the VMP, baseline clients aze offered release updates to key Tiburon products. These updates include additional functionality, support for new releases of operating. systems, relational databases and other third-pazty products, and, in many cases, the introduction of new technology. Client input through Steering Committees and Focus Groups drives the majority of these product updates. While there are optional for-fee services, the majority of the costs for the VMP aze included in the annual maintenance fee. There are situations where the release requires additional license fees, non-Tiburon product upgrades, additional equipment, or costs for migration for custom interfaces. These fees aze extra cast items. As part of each new release, Tiburon advises clients on these matters. The Version Management Program applies to selected versions of Tiburon baseline products. For full details of the Version Management Program, please refer to the current Version Management Program document. 4.6 TIBURON WEBSITE (WWW.TIBURONINC.COM) The Tiburon website is a valuable client resource- that provides convenient, around-the-clock access to information and special announcements about Tiburon's products and services. Many of the azeas of this website aze password-protected. Clients can contact the CSC during regulaz business to obtain the login and password for your client site. 4.6.1 TCS SELF SERVICE The TCS Self Service area of the website is password-protected. All active Tiburon clients can access the TCS Self Service system via the Internet 24 x 7. Clients can view all open TSRs and all TSRs closed within the previous 30 days. TSRs aze displayed in a list format, allowing the user to drill down and view all of the information on an individual TSR. The website includes links where clients can complete the following tasks: • Send additional information to the Client Support Center, such as a screen shot of the problem. • Send the CSC a notice advising that a TSR can be closed. • Generate a Crystal Report of all open TSRs and all TSRs that have been closed within the past seven days. This information can be exported to a client's computer and manipulated using Microsoft Excel. Tiburon, Inc. January 5, 2009 Page 7 Warranty & Maintenance Support Version 4.1 Guidelines & Options 4.6.1.1 SEARCH TSR Clients can now search the TCS database for a specific type of TSR by entering a keyword or word string, and a system type (optional). The search can be limited to calls entered by your specific agency or all agencies. The response includes the system type, software version, call status, call description, and status solution fields. If you are viewing records for several agencies, sensitive information from the other agencies does not display. Sensitive information includes names, dates of birth, locations, telephones numbers, or other identifying numbers. When viewing a TSR record, clients can ask a question or request additional information about the TSR by clicking on a link on the bottom of the response page. This link formats and sends an email message with your question to the Client Support Center. 4.6.1.2 GENERATE REPORT The Generate Report link has been enhanced to provide more functionality to our clients. You can now select report output based on the following criteria: ® System (one, more than one, or all) ~ Call Status (one, more than one, or all) Received Date and/or Closed Date NOTE: The Generate Report link does not produce a formatted report. It is designed to produce an export of data from the TCS database for your site that can be downloaded to a MS Excel 97-2000 (data only) format. 4.6.2 CSC DISCUSSION FORUM The password-protected CSC Discussion Forum enables clients to post bulletin board messages that aze viewable by all other Tiburon clients. Clients can also post replies to existing messages. Tiburon encourages all clients to participate in this valuable exchange of information. The Discussion Forum will be moderated by Tiburon CSC staff. 4.6.3 DOCUMENTATION LIBRARY All current-version baseline documentation is posted in the Documentation Librazy for client access and download. This includes documentation for CAD/Ti, CAD/2000, 24Seven, Copperfire, CorrMedica, Stratus VOS CAD, Premier IMS, FACTS, Xanalys, and all version 7.x documents for Law RMS, Fire RMS, APS, ARS, CMS, CPS, PIIvIS, SRS, Field Contact System, Shared Personnel & Training, and miscellaneous documents related to version 7.x records systems. 4.7 TIBURON USER GROUP The Tiburon User Group provides an important vehicle for communicating with other users and Tiburon staff. Each yeaz, Tiburon hosts a User Group conference, offering training sessions, presentations and product demonstrations. The annual conference enhances communication among users, introduces new products and product upgrades, and provides working sessions focused on specific areas of user interest. Each agency can send as many representatives to the annual conference as desired, at the then current per attendee registration fee. The attendee fees help to offset a portion of the expenses we incur to ensure a high-quality event for our clients. Upon client request, Tiburon will include the cost of the Tiburon User Group conference registration fees within the scope of the Master Support Agreement. A sepazate line item can be included in your support agreement that specifies the quantity of conference registrants multiplied by the registration fee amount. Therefore Tiburon User Group Conference registration fees can be pre-paid with your annual support fees. Tiburon, Inc. January 5, 2009 Page 8 Warranty & Maintenance Support Version 4.1 Guidelines & Options 4.g PRODUCT STEERING COMMITTEES Product Steering Committees allow Tiburon clients to participate in product development and direction for all major Tiburon applications. Each Product Steering Committee is composed of a chairperson elected by the Tiburon User Group, and up to five additional members selected by the chairperson. The Product Steering Committee members solicit input from Tiburon clients licensed for each product line, and compile suggested product changes to discuss at the annual Product Steering Committee meetings, which are held in the spring. A Tiburon product advocate and Tiburon product technical lead attend the annual Product Steering Committee meetings. Each session begins with a full demonstration of the current product version, followed by a discussion of potential changes and enhancements. As a result of these discussions, the Product Steering Committees determine which changes will be applied to the next product version. Product Steering Committee information is accessible via the password protected azea of Tibuxon's website. Posted information includes annual Product Steering Committee Enhancement lists, as well as Product Steering Committee issues submitted by clients for discussion at the next annual Product Steering Committee meeting. Tiburon, Inc. January 5, 2009 Page 9 Warranty & Maintenance Support Version 4.1 Guidelines & Options 5. OPTIONAL SUPPORT PROGRAMS Tiburon's Account Manager will work with the client to tailor support programs to the client's specific needs and develop associated pricing. 5.1 24 x 7 ~UPPOxT Fox 1~DDITIOIOAL TIBURON SYSTEMS Clients can upgrade to 24 x 7 support for any Tiburon system at an additional cost per system. 24 x 7 support is standazd for all CommandCAD, CAD/2000, StratusCAD, Jai1RECORDS, Premier IMS„ and Message Switch systems. 5.2 DATABASE 1~DMI1®JISTxATI01®T (D~i~i) SERVICES Tiburon offers optional added-cost Database Administration service plans including Level 2, Level 3, or Incremental DBA Services on atime-and-materials basis. Please refer to the Tiburon DBA Services document for further information. 5.3 SYSTEMS ~I)MI1vISTxATI®N (SA) SUPP®xT SExvICES Tiburon offers optional added-cost Systems Administration Support service plans including Level 2 Extended SA Services, Level 3 Extended SA Services, and Level 4 Incremental SA Services on a dme- and materials basis. Please refer to the Tiburon Systems Administration Services document for further information. Tiburon, Inc. January S, 2009 Page 10 THIS PAGE INTENTIONALLY LEFT BLANK