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SCHEDULE C - MAINTENANCE AND SUPPORT GUIDELINES <br /> <br /> o setting up new general ledgers <br /> <br /> · data conversions / global modification to setup table data <br /> <br /> · upgrades of third party software <br /> <br /> · database refreshes <br /> <br /> · additional project management services <br /> <br />4. Call Priorities <br /> <br />All maintenance and support calls received from San Marcos shall be dealt with by Harris in <br />accordance with the following call priorities: <br /> <br />Priority 1 - High Priority <br /> <br /> o System down (hardware, operating system, database, application) <br /> <br /> · Inability to process payroll checks <br /> <br /> · Inability to process accounts payable checks <br /> ° Inability to process bills <br /> o Program errors without workarounds <br /> <br /> · Incorrect calculation errors impacting a majority of records <br /> <br /> · Aborted postings or error messages preventing data integration and update <br /> ° Performance issues of severe nature impacting critical processes <br /> · Hand-held interface issues preventing billing <br /> <br />Priority 2 - Medium Priority <br /> <br /> · System errors that have workarounds <br /> o Calculation errors impacting a minority of records <br /> · Reports calculation issues <br /> <br /> · Printer related issues (related to interfaces with Software and not the printer itself) <br /> <br /> · Security issues <br /> <br /> · HH issues not preventing billing <br /> <br />23 <br /> <br /> <br />