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to cooperate with and assist us as may be reasonably required to meet the agreed upon project <br /> deadlines and other milestones for implementation . This cooperation includes at least working with <br /> us to schedule the implementation - related services outlined in this Agreement . We will not be <br /> liable for failure to meet any deadlines and milestones when such failure is due to Force Majeure or <br /> to the failure by your personnel to provide such cooperation and assistance ( either through action <br /> or omission ) . <br /> 9 . Maintenance and Support . For so long as you timely pay applicable fees according to the Invoicing <br /> and Payment Policy, then in addition to the terms set forth in the SLA and the Support Call Process , <br /> we will : <br /> 9 . 1 perform our maintenance and support obligations in a professional , good , and workmanlike <br /> manner, consistent with industry standards , to resolve Defects in the Tyler Software ( subject to <br /> any applicable release life cycle policy ) ; <br /> 9 . 2 provide support during our established support hours ; <br /> 9 . 3 maintain personnel that are sufficiently trained to be familiar with the Tyler Software and Third <br /> Party Software , if any, in order to provide maintenance and support services ; <br /> 9 . 4 make available to you all releases to the Tyler Software ( including updates and enhancements ) <br /> that we make generally available without additional charge to customers who have a <br /> maintenance and support agreement in effect ; and <br /> 9 . 5 provide non - Defect resolution support of prior releases of the Tyler Software in accordance with <br /> any applicable release life cycle policy . <br /> We will use all reasonable efforts to perform support services remotely . Currently, we use a third - party <br /> secure unattended connectivity tool called Bomgar, as well as GotoAssist by Citrix . Therefore , you agree <br /> to maintain a high - speed internet connection capable of connecting us to your PCs and server ( s ) . You <br /> agree to provide us with a login account and local administrative privileges as we may reasonably <br /> require to perform remote services . We will , at our option , use the secure connection to assist with <br /> proper diagnosis and resolution , subject to any reasonably applicable security protocols . If we cannot <br /> resolve a support issue remotely, we may be required to provide onsite services . In such event, we will <br /> be responsible for our travel expenses , unless it is determined that the reason onsite support was <br /> required was a reason outside our control . Either way, you agree to provide us with full and free access <br /> to the Tyler Software , working space , adequate facilities within a reasonable distance from the <br /> equipment, and use of machines , attachments , features, or other equipment reasonably necessary for <br /> us to provide the maintenance and support services, all at no charge to us . We strongly recommend <br /> that you also maintain your VPN for backup connectivity purposes . <br /> For the avoidance of doubt, SaaS Fees do not include the following services : ( a ) onsite support ( unless <br /> Tyler cannot remotely correct a Defect in the Tyler Software, as set forth above ) ; ( b ) application design ; <br /> ( c ) other consulting services ; or ( d ) support outside our normal business hours as listed in our then - <br /> current Support Call Process . Requested services such as those outlined in this section will be billed to <br /> you on a time and materials basis at our then current rates . You must request those services with at <br /> least one ( 1 ) week' s advance notice . <br /> ••:; . tyler <br /> 6 <br />