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Priority <br />Characteristics of Support Incident <br />Resolution Targets <br />Support incident that causes failure of <br />Tyler shall provide an initial response to Priority Level 4 <br />4 <br />non -essential functionality or a cosmetic <br />incidents within two (2) business days. Tyler shall use <br />Non- <br />or other issue that does not qualify as <br />commercially reasonable efforts to resolve such support <br />critical <br />any other Priority Level. <br />incidents, as well as cosmetic issues, with a future <br />version release, <br />ow6j*n/£scala/iow <br />Tyler Technology's software suppor,tconsists offour levels ofpersonnel: <br />(1) Level 1: front-line representatives <br />(2)Level 2:more semiurintheir support role, they assist front-line representatives and take onescalated <br />issues <br />()) Level 3: assist in incident escalations and specialized client issues <br />(4) Level 4: responsible for the management of support teams for either a single product or a product group <br />If a cl:ie,nt feels they are not receiving the service needed, they may contact the appropriate Software Support <br />Manager. After receiving the incident tracking number, the manager will follow upnmthe open issue and <br />determine the necessary action tomeet the client's needs. <br />On occasion, the priority or immediacy of a software support incident may change after initiation. Tyler <br />encourages clients to communicate the level of urgency or priority of software support issues so that we can <br />respond appropriately. A software support incident can be escalated by any of the following methods: <br />(1) Telephone — for immediate response, call toll -free to either escalate an incident's priority or to escalate <br />umissue through management channels asdescribed above. <br />(2) Email — clients can send an email to software support in order to escalate the priority of an issue <br />(3) On-line Support Incident Portal — clients can also escalate the priority of an issue by logging into the <br />client incident portal and referencing the appropriate incident tracking number. <br />Rente Support Tool <br />Some support calls require further analysis of the client's database, processorsetup tndiagnose oproblem orto <br />assist with a question. Tyler will, at its discretion, use an industry -standard remote support tool. Support is able <br />to quickly connect to the client's desktop and view the site's setup, diagnose problems, or assist with screen <br />navigation. More information about the remote support tool Tyler uses is available upon request. <br />23 <br />