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� Issue I-Jaridling <br />Incident Trucking <br />Every support incident is logged into Tyler's Customer Relationship Management System and given aunique <br />incident number. This system tracks the history of each incident. The incident tracking number loused totrack <br />and reference open issues when clients contact support. Clients may track incidents, using the incident number, <br />through the portal at Tyler's website or by calling software support directly. <br />Incident Priority <br />Each incident is assigned a priority number, which corresponds to the client's needs and deadlines. The client is <br />responsible for reasonably setting the priority of the incident per the chart below, This chart is not intended to <br />address every type of support incident, and certain "characteristics" may or may not apply depending on <br />whether the Tyler software has been deployed on customer infrastructure orthe Tyler cloud. The goal is to help <br />guide the, client towards clearly understanding and communicating the importance of the issue and to describe <br />generally expected reuponaesand resolutions. <br />Priority <br />Level <br />Characteristics of Support Incident <br />Resolution Targets <br />Support incident that causes (a) <br />Tyler shall provide an initial response to Priority Level I <br />complete application failure or <br />incidents within one (1) business hour of receipt of the <br />application unavailability; (b) application <br />support incident. Tyler shali use commercially <br />I <br />failure or unavailability in one or more of <br />reasonable efforts to resolve such support incidents or <br />Critical <br />the client's remote location; or (c) <br />provide a circumvention, procedure within one (1) <br />systemic loss of multiple essential <br />business day. For non -hosted customers, Tyler's <br />system functions. <br />responsibility for lost or corrupted data is limited to <br />assisting the client in restoring its, last available database. <br />Support incident that causes (a) <br />Tyler shall provide an initial response to Priority Level 2 <br />repeated, consistent failure of essential <br />incidents within four (4) business hours of receipt of the <br />functionality affecting more, than one <br />support incident. Tyler shall use commercially <br />2 <br />user or (b) loss or corruption of data. <br />reasonable efforts to resolve such support incidents or <br />High <br />provide a circumvention procedure within ten, (10) <br />business days. For non -hosted customers, Tyler's <br />responsibility for loss or corrupted data is limited to <br />assisting the client in restoring its last available database. <br />Priority Level 1 incident with an existing <br />Tyler shall provide an initial response to Priority Level 3 <br />circumvention procedure, or a Priority <br />incidents within one (1), business day of receipt of the <br />Level 2 incident that affects only one <br />support incident. Tyler shall use commercially <br />3 <br />user or for which there is an existing <br />reasonable efforts to resolve such support incidents <br />Medium <br />circumvention procedure. <br />without the need for a circumvention procedure with the <br />next published maintenance, update or service pack. For <br />noin-hosted customers, Tyler's responsibility for lost or <br />corrupted data is limited to assisting the cl�ient in <br />restoring its last available database. <br />^ :a": � »�m� <br />� er <br />?kj <br />