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DocuSign Envelope ID:8D6BF819-7F7F-492F-B590-6156F7327668 <br /> • <br /> • •'• <br /> • tyler <br /> • •• <br /> •,• technologies <br /> Exhibit C <br /> Schedule 1 <br /> EnerGov Support Call Process <br /> Support Channels <br /> We provide the following channels of EnerGov software support: <br /> (1) Telephone—for urgent or complex questions, users receive toll-free, unlimited telephone software <br /> support. <br /> (2) Email—for less urgent situations, users may submit unlimited emails directly to the software support <br /> group. Email will be used for responses. <br /> (3) On-line submission—for less urgent and project-based questions, users may create unlimited support <br /> incidents through the customer relationship management portal available at the Tyler Technologies <br /> website. <br /> (4) Tyler Community—an on-line resource,Tyler Community provides a venue for all Tyler clients with <br /> current maintenance agreements to support one another, share best practices and resources, and <br /> access documentation. <br /> During the Implementation to Support handoff meeting, at the conclusion of the client's project,Tyler <br /> representatives will provide the most current toll-free telephone number and email address for submitting <br /> support incidents, based on the software licensed. <br /> Support Availability <br /> Our established software support hours are Monday through Friday from 8:00 AM—8:00 PM Eastern Time. <br /> Tyler's holiday schedule is outlined below.There will be no support coverage on these days. <br /> New Year's Day Thanksgiving Day <br /> Memorial Day Day after Thanksgiving <br /> Independence Day Christmas Eve <br /> Labor Day Christmas Day <br /> Issue Handling <br /> ❑ Incident Tracking <br /> When a support incident is logged,the client receives an incident tracking number for that issue. The incident <br /> tracking number is used to track and reference open issues when clients contact support. <br /> ••o . tyler <br /> 25 <br />