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Exhibit C <br /> <br />2 <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 /> <br />Client Relief Schedule <br />Actual Attainment Client Relief <br />99.99% - 98.00% Remedial action will be taken <br />97.99% - 95.00% 4% <br />Below 95.00% 5% <br /> <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 /> <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 /> <br />Docusign Envelope ID: 6FC12B63-3E9A-4FBB-9F3D-622DAFB48167