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38 <br /> Exhibit C <br /> b. Our Responsibilities <br /> When our support team receives a call from you that Downtime has occurred or is occurring,we will work <br /> with you to identify the cause of the Downtime (including whether it may be the result of Planned <br /> Downtime, a Client Error Incident, denial of service attack or Force Majeure). We will also work with you <br /> to resume normal operations. <br /> C. Client Relief <br /> Our targeted Attainment Goal is 100%. You may be entitled to credits as indicated in the Client Relief <br /> Schedule found below. Your relief credit is calculated as a percentage of the SaaS Fees paid for the <br /> calendar month. <br /> In order to receive relief credits, you must submit a request through one of the channels listed in our <br /> Support Call Process within fifteen days (15)of the end of the applicable month. We will respond to your <br /> relief request within thirty(30) day(s) of receipt. <br /> The total credits confirmed by us will be applied to the SaaS Fee for the next billing cycle. Issuing of such <br /> credit does not relieve us of our obligations under the Agreement to correct the problem which created <br /> the service interruption. <br /> Credits are only payable when Actual Attainment results in eligibility for credits in consecutive months <br /> and only for such consecutive months. <br /> Client Relief Schedule <br /> Actual Attainment Client Relief <br /> 99.99%-98.00% Remedial action will be taken <br /> 97.99%-95.00% 4% <br /> Below 95.00% 5% <br /> IV. Maintenance Notifications <br /> We perform Standard Maintenance during limited windows that are historically known to be reliably <br /> low-traffic times. If and when maintenance is predicted to occur during periods of higher traffic,we will <br /> provide advance notice of those windows and will coordinate to the greatest extent possible with you. <br /> Not all maintenance activities will cause application unavailability. However, if Tyler anticipates that <br /> activities during a Standard or Emergency Maintenance window may make the Tyler Software <br /> unavailable,we will provide advance notice, as reasonably practicable,that the Tyler Software will be <br /> unavailable during the maintenance window. <br /> •-'•• tyler <br /> 2 <br />