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DocuSign Envelope ID: 1CCA18DC-6CC1-428C-A15D-5173EE24B471 <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 /> repeated, consistent failure of Priority Level 2 incidents within four (4) <br /> essential functionality affecting business hours of receipt of the support <br /> more than one user or(b) loss incident. Tyler shall use commercially Bi-weekly patch— <br /> 2 or corruption of data. reasonable efforts to resolve such support <br /> or provide a circumvention regularly- <br /> incidents <br /> scheduled patch <br /> procedures within five (5) business <br /> days. Tyler's responsibility for loss or <br /> corrupted data is limited to assisting the <br /> client in restoring its last available database. <br /> Priority Level 1 incident with an Tyler shall provide an initial response to <br /> existing circumvention Priority Level 3 incidents within one (1) <br /> procedure, or a Priority Level 2 business day of receipt of the support <br /> incident that affects only one incident. Tyler shall use commercially <br /> user or for which there is an reasonable efforts to resolve such support Next Release— <br /> 3 existing circumvention incidents without the need for a Scheduled for the <br /> procedure. circumvention procedure with the next next major <br /> published maintenance update or service release <br /> pack, which shall occur at least <br /> quarterly. Tyler's responsibility for lost or <br /> corrupted data is limited to assisting the <br /> client in restoring its last available database. <br /> Support incident that causes Tyler shall provide an initial response to <br /> failure of non-essential Priority Level 4 incidents within two (2) <br /> functionality or a cosmetic or business days. Tyler shall use commercially Future release— <br /> 4 other issue that does not qualify reasonable efforts to resolve such support not scheduled; <br /> as any other Priority Level. incidents within two version release cycles reviewed at next <br /> and a cosmetic or other support incident planning stage <br /> that does not qualify as any other Priority <br /> Level incident with a future version release. <br /> Hardware and Other Systems <br /> If in the process of diagnosing a software support issue it is discovered that a peripheral system or its <br /> software is the cause of the issue,we will notify the client so that the client may contact the support agency <br /> for that peripheral system. We cannot support or maintain third-party software or hardware. <br /> In order for us to provide the highest level of software support,the client bears the following responsibility <br /> related to hardware and software: <br /> l <br /> 27 <br />