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SCHEDULE C - MAINTENANCE AND SUPPORT GUIDELINES <br /> <br />Harris requires additional information, San Marcos will be contacted by the assigned support <br />representative to obtain the information required. <br /> <br />Ail correspondence and actions associated with the call will be tracked against the call in the Harris <br />support database. At any time, San Marcos may log onto Harris' eSupport site to see the status of the <br />call. <br /> <br />Once the issue has been resolved, San Marcos will receive an automated notification by email that the <br />call has been closed. This email will contain the entire event history of the call from the time the call <br />was created leading up to the resolution of the call. San Marcos also have the option of viewing both <br />its open and closed calls on-line through Harris' eSupport site. <br /> <br />If the issue needs to be escalated to a Harris programmer, the issue will be logged into Harris' <br />development database and the caller will be provided with a Tracker # to track the progress of the <br />development issue. At this time, the support call will be closed and the Tracker # provided will <br />become the caller's new reference #. Issues escalated to Development will be scheduled for <br />resolution and may not be resolved immediately depending on the nature of the issue. <br /> <br />San Marcos may contact Harris' support department at its convenience for a status update on any <br />Development issue. <br /> <br />6. Escalation Procedures <br />Harris' response times will vary based on call priorities. Harris will use its best efforts to ensure that <br />it deals with incoming calls in the order that they are received, however calls will be escalated based <br />on the urgency o£the issue reported. <br /> <br />Harris escalation process is defined below. This process has been put into place to ensure that issues <br />are being dealt with appropriately. If at any time San Marcos is not satisfied with the resolution of an <br />issue or the response to a cai1, please contact Harris' Support Coordinator and we will have the <br />appropriate individual follow up. <br /> <br />7. Escalation Process <br /> <br />Your call is logged with Harris Support <br /> <br />If your cai1 is a Priority 1 and it has not been responded to within 4 hours, the support resources <br />responsible for your call are notified by emaii and your call is escalated internally to a level 1. <br /> <br />25 <br /> <br /> <br />