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Exhibit C <br /> Schedule 1 <br /> <br />2 <br />such a Defect notification, we will use commercially reasonable efforts to meet the resolution targets <br />set forth below. <br /> <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 /> <br />Incident Handling <br /> <br />Incident Tracking <br /> <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 /> <br />Incident Priority <br /> <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 /> <br />References to a “confirmed support incident” mean that Tyler and the Client have successfully validated <br />the reported Defect/support incident. <br /> <br />Priority <br />Level Characteristics of Support Incident Resolution Targets* <br />1 <br />Critical <br />Support incident that causes (a) <br />complete application failure or <br />application unavailability; (b) <br />application failure or unavailability in <br />one or more of the client’s remote <br />location; or (c) systemic loss of <br />multiple essential system functions. <br />Tyler shall provide an initial response to Priority Level <br />1 incidents within one (1) business hour of receipt of <br />the incident. Once the incident has been confirmed, <br />Tyler shall use commercially reasonable efforts to <br />resolve such support incidents or provide a <br />circumvention procedure within one (1) business <br />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 />Docusign Envelope ID: 6FC12B63-3E9A-4FBB-9F3D-622DAFB48167