Orange County NC Website
Browse       Search
Exhibit C <br /> Schedule 1 <br /> <br />1 <br /> <br /> <br />Exhibit C <br />Schedule 1 <br />Support Call Process <br /> <br />Support Channels <br /> <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 /> <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, 24x7. <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 /> <br />Support Availability <br /> <br />Tyler Technologies support is available during the local business hours of 8 AM to 5 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 /> <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 /> <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 />Docusign Envelope ID: 6FC12B63-3E9A-4FBB-9F3D-622DAFB48167