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DocuSign Envelope ID: 1CCA18DC-6CC1-428C-A15D-5173EE24B471 <br /> IJ Incident Escalation <br /> Tyler's software support consists of four levels of personnel: <br /> (1) Software Support Analysts—front-line representatives <br /> (2) Software Support Advisors—more senior in their support role,the Advisors assist Software Support <br /> Analysts and take on escalated issues <br /> (3) Software Support Team Leads—responsible for the day-to-day supervision of Analysts and Advisors <br /> and may assist in incident escalations <br /> (4) Software Support Managers—responsible for the management of support teams for either a single <br /> product or a product group <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 <br /> can 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 <br /> escalate an issue through management channels as described 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—by logging into the client incident portal and referencing the <br /> appropriate incident tracking number, clients can modify the priority of an issue. <br /> IJ Incident Pirio�rifi� <br /> Each incident is assigned a priority number, which corresponds to the client's needs and deadlines.The client <br /> is responsible for reasonably setting the priority of the incident per the below chart.The goal of this structure <br /> is to clearly understand and communicate the importance of the issue and to describe expected responses <br /> and resolutions. <br /> Priority Characteristics of Support Development <br /> Level Incident Resolution Targets Actions <br /> Support incident that causes (a) Tyler shall provide an initial response to <br /> complete application failure or Priority Level 1 incidents within one (1) <br /> application unavailability; (b) business hour of receipt of the support <br /> application failure or incident. Tyler shall use commercially Hot Fix- <br /> 1 unavailability in one or more of reasonable efforts to resolve such support Emergency patch <br /> the client's remote location; or incidents or provide a circumvention to software as <br /> (c) systemic loss of multiple procedure within one (1) business soon as possible <br /> essential system functions. day. Tyler's responsibility for loss or <br /> corrupted data is limited to assisting the <br /> client in restoring its last available database. <br /> l <br /> 26 <br />