Orange County NC Website
Browse       Search
Exhibit C <br /> Schedule 1 <br /> <br />3 <br />Priority <br />Level Characteristics of Support Incident Resolution Targets* <br />2 <br />High <br />Support incident that causes (a) <br />repeated, consistent failure of <br />essential functionality affecting more <br />than one user or (b) loss or corruption <br />of data. <br />Tyler shall provide an initial response to Priority Level <br />2 incidents within four (4) business hours 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 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 />3 <br />Medium <br />Priority Level 1 incident with an <br />existing circumvention procedure, or <br />a Priority Level 2 incident that affects <br />only one user or for which there is an <br />existing circumvention procedure. <br />Tyler shall provide an initial response to Priority Level <br />3 incidents within one (1) business day 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 without the need for a <br />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 />4 <br />Non- <br />critical <br />Support incident that causes failure of <br />non-essential functionality or a <br />cosmetic or other issue that does not <br />qualify as any other Priority Level. <br />Tyler shall provide an initial response to Priority Level <br />4 incidents within two (2) business days 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, as well as cosmetic <br />issues, with a future version release. <br />*Response and Resolution Targets may differ by product or business need <br /> <br />Incident Escalation <br /> <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 /> <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 /> <br />Docusign Envelope ID: 6FC12B63-3E9A-4FBB-9F3D-622DAFB48167