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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 <br /> Level Characteristics of Support Incident Resolution Targets 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 /> ••:; . tyler <br /> 2 <br />