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Exhibit C <br /> Schedule 1 <br /> • <br /> •••'•• ityler <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 , 247 . <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 S 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 />