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40 <br /> Exhibit C <br /> Schedule 1 <br /> such a Defect notification, we will use commercially reasonable efforts to meet the resolution targets <br /> set forth below. <br /> We will also make commercially reasonable efforts to be available for one pre-scheduled Saturday of <br /> each month to assist your IT staff with applying patches and release upgrades, as well as consulting with <br /> them on server maintenance and configuration of the Tyler Software environment. <br /> Incident Handling <br /> Incident Tracking <br /> Every support incident is logged into Tyler's Customer Relationship Management System and given a <br /> unique case number.This system tracks the history of each incident.The case number is used to track <br /> and reference open issues when clients contact support. Clients may track incidents, using the case <br /> number,through Tyler's Customer Portal or by calling software support directly. <br /> Incident Priority <br /> Each incident is assigned a priority level,which corresponds to the Client's needs.Tyler and the Client <br /> will reasonably set the priority of the incident per the chart below.This chart is not intended to address <br /> every type of support incident, and certain "characteristics" may or may not apply depending on <br /> whether the Tyler software has been deployed on customer infrastructure or the Tyler cloud. The goal is <br /> to help guide the Client towards clearly understanding and communicating the importance of the issue <br /> and to describe generally expected response and resolution targets in the production environment only. <br /> References to a "confirmed support incident" mean that Tyler and the Client have successfully validated <br /> the reported Defect/support incident. <br /> Priority Characteristics of Support Incident Resolution Targets* <br /> Level <br /> Support incident that causes(a) Tyler shall provide an initial response to Priority Level <br /> complete application failure or 1 incidents within one(1) business hour of receipt of <br /> application unavailability; (b) the incident. Once the incident has been confirmed, <br /> 1 application failure or unavailability in Tyler shall use commercially reasonable efforts to <br /> Critical one or more of the client's remote resolve such support incidents or provide a <br /> location; or(c) systemic loss of circumvention procedure within one (1) business <br /> multiple essential system functions. day. For non-hosted customers,Tyler's responsibility <br /> for lost or corrupted data is limited to assisting the <br /> Client in restoring its last available database. <br /> •00" , tyler <br /> . <br /> 2 <br />