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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 /> Clie t R li - f. <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 /> z <br />