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

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Inchdent£scolatioo Tyler Technology's software support consists nffour levels ufpersonnel: (1) Level 1:front'|ine representatives (2) Level 2: more senior in their support role, they assist front-line representatives and take onescalated issues (3) Level 3: assist in incident escalations and specialized client issues (4) Level 4: responsible for the management of support teams for either a singIe product or a product group Ifaclient feels they are not receiving the service needed, they may contact the appropriate Software Support Manager. After receiving the incident tracking number, the manager will follow uponthe open issue and determine the necessary action twmeet the client's needs. On occasion, the priority or immediacy of a software support incident may change after initiation. Tyler encourages clients to communicate the level of urgency or priority of software support issues so that we can respond appropriately. A software support incident can be escalated by any of the following methods: (1) Telephone —for immediate response, call toll -free to either escalate an incident's priority orto escalate mmissue through management channels asdescribed above. (Z) Email — clients can xandanemail tmsoftware support |norder 10escalate the priority nfanissue (3) On-line Support Incident Portal — clients can also escalate the priority of an issue by logging into the client incident portal and referencing the appropriate incident tracking number. 8emo/eJupprt Tool Some support calls require further analysis of the client's database, process or setup to diagnose a problem or toassist with a question. Tyler will, at its discretion, use an industry -standard remote support tool. Support is able to quickly connect tothe cUient'x desktop and view the site's setup, d|o0nuoe problems, or assist with screen navigation. More information about the remote support tool Tyler uses isavailable upon request.