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39 <br /> Exhibit C <br /> Schedule 1 <br /> • <br /> •':':0Ayler <br /> • technologies <br /> Exhibit C <br /> Schedule 1 <br /> Support Call Process <br /> Support Channels <br /> Tyler Technologies, Inc. provides the following channels of software support for authorized users*: <br /> (1) On-line submission (portal)—for less urgent and functionality-based questions, users may create <br /> support incidents through the Tyler Customer Portal available at the Tyler Technologies website. <br /> A built-in Answer Panel provides users with resolutions to most "how-to" and configuration- <br /> based questions through a simplified search interface with machine learning, potentially <br /> eliminating the need to submit the support case. <br /> (2) Email—for less urgent situations, users may submit emails directly to the software support <br /> group. <br /> (3) Telephone—for urgent or complex questions, users receive toll-free, telephone software <br /> support. <br /> *Channel availability may be limited for certain applications. <br /> Support Resources <br /> A number of additional resources are available to provide a comprehensive and complete support <br /> experience: <br /> (1) Tyler Website—www.tylertech.com—for accessing client tools, documentation, and other <br /> information including support contact information. <br /> (2) Tyler Search -a knowledge based search engine that lets you search multiple sources <br /> simultaneously to find the answers you need, 240. <br /> (3) Tyler Community—provides a venue for all Tyler clients with current maintenance agreements to <br /> collaborate with one another, share best practices and resources, and access documentation. <br /> (4) Tyler University—online training courses on Tyler products. <br /> Support Availability <br /> Tyler Technologies support is available during the local business hours of 8 AM to 5 PM (Monday— <br /> Friday) across four US time zones (Pacific, Mountain, Central and Eastern).Tyler's holiday schedule is <br /> outlined below.There will be no support coverage on these days. <br /> New Year's Day Labor Day <br /> Martin Luther King,Jr. Day Thanksgiving Day <br /> Memorial Day Day after Thanksgiving <br /> Independence Day Christmas Day <br /> For support teams that provide after-hours service,we will provide you with procedures for contacting <br /> support staff after normal business hours for reporting Priority Level 1 Defects only. Upon receipt of <br /> ••�•• tyler <br /> 1 <br />