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41 <br /> Exhibit C <br /> Schedule 1 <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 /> repeated, consistent failure of 2 incidents within four(4) business hours of receipt of <br /> essential functionality affecting more the incident. Once the incident has been confirmed, <br /> than one user or(b) loss or corruption Tyler shall use commercially reasonable efforts to <br /> 2 of data. resolve such support incidents or provide a <br /> High circumvention procedure within ten (10) business <br /> days. For non-hosted customers,Tyler's <br /> responsibility for loss or corrupted data is limited to <br /> assisting the Client in restoring its last available <br /> database. <br /> Priority Level 1 incident with an Tyler shall provide an initial response to Priority Level <br /> existing circumvention procedure, or 3 incidents within one(1) business day of receipt of <br /> a Priority Level 2 incident that affects the incident. Once the incident has been confirmed, <br /> only one user or for which there is an Tyler shall use commercially reasonable efforts to <br /> 3 existing circumvention procedure. resolve such support incidents without the need for a <br /> Medium circumvention procedure with the next published <br /> maintenance update or service pack,which shall <br /> occur at least quarterly. For non-hosted customers, <br /> Tyler's responsibility for lost or corrupted data is <br /> limited to assisting the Client in restoring its last <br /> available database. <br /> Support incident that causes failure of Tyler shall provide an initial response to Priority Level <br /> 4 non-essential functionality or a 4 incidents within two(2) business days of receipt of <br /> cosmetic or other issue that does not the incident. Once the incident has been confirmed, <br /> Non- qualify as any other Priority Level. Tyler shall use commercially reasonable efforts to <br /> critical resolve such support incidents, as well as cosmetic <br /> issues,with a future version release. <br /> Response and Resolution Targets may differ by product or business need <br /> Incident Escalation <br /> If Tyler is unable to resolve any priority level 1 or 2 defect as listed above or the priority of an issue has <br /> elevated since initiation,you may escalate the incident to the appropriate resource, as outlined by each <br /> product support team. The corresponding resource will meet with you and any Tyler staff to establish a <br /> mutually agreeable plan for addressing the defect. <br /> Remote Support Tool <br /> Some support calls may require further analysis of the Client's database, processes or setup to diagnose <br /> a problem or to assist with a question.Tyler will, at its discretion, use an industry-standard remote <br /> support tool.Tyler's support team must have the ability to quickly connect to the Client's system and <br /> view the site's setup, diagnose problems, or assist with screen navigation. More information about the <br /> remote support tool Tyler uses is available upon request. <br /> ••�•• tyler <br /> 0 <br /> 3 <br />