Opening of Proposals - Utility Billing System - Tyler Technologies, Inc - Part 3

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Incident Priority Each incident is assigned a priority number, which corresponds to the client's needs and deadlines. The client is responsible for reasonably setting the priority of the incident per the chart below. This chia rtbnot intended to address every type of support incident, and certain "characteristics" may or may not apply depending on whether the Tyler software, has been deployed on customer infrastructure or the Tyler cloud. The goal is to help guide the client towards clearly understanding and communicating the importance ofthe issue and to describe generally expected responses and resolutions. Priority Characteristics of Support Incident Resolution Targets Level Support incident that causes (a) Tyler shia,ll provide an initial response to Priority Level complete application failure or 1 incidents within one (1) b,uisiness hour of receipt of application unavailability; (b) the support incident, Tyler shall use commercially application failure or unavailability in reasonable efforts to resolve such support incidents or Critical one or more of the client's remote provide a circumvention procedure within one (1) location; or (c) systemic loss of business day. For non -hosted customers, Tyler's multiple essential system functions. responsibility for lost or corrupted data is limited to assisting the chent in: restoring its last available Support incident that causes (a) Tyler shall provide an initial response to Priority Level repeated, consistent faiilure of 2 incidents within four (4) business hours of receipt of essential functionality affecting more the support incident. Tyler shall use commercially than one user or (b) loss or corruption reasonable efforts to resolve such support incidents or 2 of data. provide a circumvention procedure within ten (10) High business days. For noin-hosted customers, Tyler's responsibility for loss or corrupted data is limited to assisting the, client in restoring its last available Priority Level I incident with an Tyler shall providean initial response to Priority Level existing circumvention procedure, or a 3 incidents within one (1) business day of receipt of Priority Level 2 incident that affects the support incident. Tyler shafl use commercially oirilly one user or for which there is an reasonable efforts to resolve such support incidents 3 existing circumvention procedure. without the need for a circumvention procedure with Medium the next published maiinteniance update or service pack. For non -hosted customers, Tyler's responsibility for lost or corrupted data is limited to assisting the client in restoring its last available database. Support incident that causes failure of Tyler shall provide an initial response to Priority Level 4 non -essential functionality or a 4 incidents within two (2) business days. Tyler shall Non- cosmefic or other issue that does not use commercially reasonable efforts to resolve such critical qualify as any other Priority Level. support incidents, as well as, cosmetic issues, with a future, version release.