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tyler.,.,. <br />Exhibit C <br />Schedule 1 <br />Support Call Process <br />Support Channels <br />Exhibit C <br />Schedule 1 <br />•'� <br />Tyler Technologies, Inc. provides the following channels of software support: <br />(1) Tyler Community — an on-line resource, Tyler Community provides a venue for all Tyler clients <br />with current maintenance agreements to collaborate with one another, share best practices and <br />resources, and access documentation. <br />(2) On-line submission (portal) — for less urgent and functionality -based questions, users may create <br />unlimited support incidents through the customer relationship management portal available at <br />the Tyler Technologies website. <br />(3) Email — for less urgent situations, users may submit unlimited emails directly to the software <br />support group. <br />(4) Telephone — for urgent or complex questions, users receive toll-free, unlimited telephone <br />software support. <br />Support Resources <br />A number of additional resources are available to provide a comprehensive and complete support <br />experience: <br />(1) Tyler Website — www.tVIertech.com — for accessing client tools and other information including <br />support contact information. <br />(2) Tyler Community — available through login, Tyler Community provides a venue for clients to <br />support one another and share best practices and resources. <br />(3) Knowledgebase — A fully searchable depository of thousands of documents related to <br />procedures, best practices, release information, and job aides. <br />(4) Program Updates — where development activity is made available for client consumption <br />Support Availability <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). Clients may receive coverage <br />across these time zones. Tyler's holiday schedule is outlined below. There will be no support coverage <br />on these days. <br />New Year's Day Thanksgiving Day <br />Memorial Day Day after Thanksgiving <br />Independence Day Christmas Day <br />Labor Day <br />••. tyler <br />