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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 /> Non - <br /> cosmetic or other issue that does not the incident . Once the incident has been confirmed , <br /> critical qualify as any other Priority Level . Tyler shall use commercially reasonable efforts to <br /> 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 /> • .T� tyler <br /> •,:wM <br /> 3 <br />