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DocuSign Envelope ID: 1CCA18DC-6CC1-428C-A15D-5173EE24B471 <br /> Help Desk support (ie. answer user questions) on all versions of the Tyler Software that Tyler continues <br /> to support for the Tyler Software customer base generally. <br /> 4. Client Responsibilities. We will use all reasonable efforts to perform any maintenance and support <br /> services remotely. Currently, we use a third-party secure unattended connectivity tool called Bomgar, as <br /> well as GotoAssist by Citrix. We will also support unattended connectivity through a CISCO VPN. <br /> Therefore, you agree to maintain a high-speed internet connection capable of connecting us to your PCs <br /> and server(s). You agree to provide us with a login account and local administrative privileges as we may <br /> reasonably require to perform remote services. We will, at our option, use the secure connection to assist <br /> with proper diagnosis and resolution, subject to any reasonably applicable security protocols. If we can't <br /> resolve a support issue remotely, we may be required to provide onsite services. In such event,you agree <br /> to provide us with full and free access to the Tyler Software, working space, adequate facilities within a <br /> reasonable distance from the equipment, and use of machines, attachments, features, or other equipment <br /> reasonably necessary for us to provide the maintenance and support services, all at no charge to us. We <br /> strongly recommend that you also maintain a VPN for backup connectivity purposes. <br /> 5. Excluded Services. Maintenance and support fees do not include fees for the following services: (a) initial <br /> installation or implementation of the Tyler Software; (b) onsite maintenance and support (unless Tyler <br /> cannot remotely correct a Defect); (c) application design; (d) other consulting services; (e) maintenance <br /> and support of an operating system or hardware; (f) support outside our normal business hours as listed in <br /> our then-current Support Call Process; or(g) installation, training services, or third party product costs <br /> related to a new release. Any such out-of-scope maintenance and support services that you request will <br /> be billed to you at our then current service rates, subject to Section I(1). We reserve the right to decline <br /> support calls from users who have not received the required training on the Tyler Software and who are <br /> using the Help Desk to receive that training. <br /> 6. Current Support Call Process. Our current Support Call Process for the Tyler Software is attached to this <br /> Exhibit C at Schedule 1. We agree that we will not materially alter the manner in which we provide <br /> support services and will provide written notice to you of any other alterations. <br /> l <br /> 24 <br />