N. Harris Computer Corporation 5/1/2023

Cayenta Managed Services – Schedule “A” Cayenta, A Division of N. Harris Computer Corporation Page 7 Ticket Priorities To assign our resources to incoming tickets as effectively as possible, we have identified three types of ticket priorities, 1, 2 and 3. A Priority 1 ticket is a deemed by our CMS staff to be an Urgent/Critical Priority ticket, Priority 2 is classified as a High or Medium Priority and Priority 3 is deemed to be a Low Priority. The criteria used to establish guidelines for these tickets are as follows: Priority 1 – Critical/Urgent • Production System Down* • Technical issues with data integration and updates causing the integration to fail • Performance issues of severe nature impacting critical processes • Data security issues • Applying application patches for critical issues within the application, that do not have a work around Priority 2 – High or Medium • System errors that have workarounds • Failure of integration components like APIs • Printer related issues (related to interfaces with our software and not the printer itself) • Performance issues not impacting critical processes • Assistance with workstation connectivity issues (workstation specific) • Assistance with application or database access issues • Provide direct access to database for privileged or approved users • Assistance with ODBC configuration • Applying high/medium priority patches for issues that have a work around Priority 3 – Low • Recommendations for enhancements on system changes • Issues with routine maintenance of application and database Note: the existence of a reasonable workaround precludes a Priority 1 or Priority 2 ticket in most cases. *System down issues are defined as issues where all users are unable to access the system. Issues isolated to a subset of the users are not considered as a system down event.