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ty�ler <br />Exhibit C <br />Schedule I <br />Support Call Process <br />Support Channels <br />Tyler Technologies, Inc, provides the following channels of software support: <br />(1) Tyler Community —an on-line resource, TylerCommunity provides avenue for all Tyler clients with <br />current maintenance agreements tocollaborate with one another, share best practices and resources, <br />and access documentation. <br />(2) On-line submission (portal) — for less urgent and functionality -based questions, users may create <br />unlimited support incidents through the customer relationship management portal available at the <br />Tyler Technologies w/*bsiLe. <br />(3) Emal|—for|eoswrgent situations, users may submit unlimited emails directly to the software support <br />group. <br />(4) Telephone —for urgent or complex questions, users receive toll -free, unlimited telephone software <br />support. <br />Support Resources <br />A number of additional resources are available to provide a comprehensive and complete support experience: <br />(1) Ty|erVVebsite—Y.1ei—for accessing client tools and other information including <br />support contact information. <br />(2) Tyler Community — available through login, Tyler Community provides a venue for clients to support <br />one another and share best practices and resources. <br />(3) Knowledgebase — A fully searchable depository of thousands of documents related to procedures, best <br />practices, release information, and job aides. <br />(4) Program Updates — where development activity is made available for client consumption <br />Support Availability <br />Tyler Technologies support is available during the local business hours of 8 AM to 5 PM (Monday — Friday) <br />across four 0Stime zones (Pacific, Mountain, Central and Eastern). Clients may receive coverage across these <br />time zones. Tyler's holiday schedule is outlined below. There will be no support coverage on these days. <br />New Year's Day <br />Thanksgiving Day <br />Memorial Day <br />Day aifte,r Than ksgivi:ng <br />Independence Day <br />Christmas Day <br />Labor Day <br />Issue Handling <br />Incident Tracking <br />Every support incident |slogged, into Tyler's Customer Relationship Management System and given munique <br />incident number. This system tracks the history of each incident. The incident tracking number is used to track <br />and reference open issues when clients contact support. Clients may track incidents, using the incident <br />number, through the portal at Tyler's website or by calling software support directly. <br />