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City of Sunny Isles Beach <br />V"', <br />RFP# 11 -12 -01 <br />7 Fleet Wide Remote Management System <br />January 4, 2012 <br />Problem Severity Definitions <br />a. Severity 1 — A Severity 1 Problem is a catastrophic failure that severely impacts the <br />Customer's ability to conduct its core business — i.e., the Customer's Automatic Vehicle <br />Locator and /or Mobile Data System are down or not functioning and no procedural <br />workaround exists. <br />b. Severity 2 - A Severity 2 Problem is a high- impact Problem that disrupts important <br />functions of the Customer's operation, but the Customer can still remain productive and <br />maintain necessary business -level operations. <br />c. Severity 3 - A Severity 3 Problem is a Problem that is of lesser magnitude than a <br />Severity 1 or 2 Problem. <br />Problem Resolution Targets <br />a. Severity 1 - When working a "Severity V Problem, the objective is to resolve the <br />Problem entirely or to downgrade the Problem's Severity designation (i.e., provide <br />Customer sufficient functionality so that the Problem may be reclassified as Severity 2 or <br />3) within 24 hours after the Problem is reported. Efforts to isolate, diagnose, and effect a <br />work - around for, repair, or downgrade a "Severity 1" Problem shall be continuous (i.e., <br />around - the - clock) between Customer, Service Provider and RSI (as needed), provided <br />that Customer performs all of its obligations hereunder, including providing remote <br />access to its systems. Periodic phone contact and progress updates will be provided at <br />regular intervals during problem resolution. When the severity level has been changed to <br />"Severity 2" or "Severity 3," the guidelines cited below are followed. <br />b. Severity 2 — When working a "Severity 2" Problem, the objective is to have a solution <br />and /or fix to the Customer within fifteen (15) business days. Efforts to isolate, diagnose, <br />and affect a work- around or repair to a "Severity 2" Problem shall be continuous during <br />Regular Hours. Customer resources may need to be available after hours and /or <br />weekends upon mutual agreement between Customer and Service Provider, on a case -by- <br />case basis. <br />c. Severity 3 - When working a "Severity 3" Problem, the objective is to get the <br />Customer a fix to the Problem or develop a workaround acceptable to the Customer <br />within thirty (30) business days. Such a fix will typically be provided via a software <br />patch or upgrade from RSI. <br />Radio Satellite Integrators, Inc. <br />CONFIDENTIAL <br />54 <br />