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Exhibit C <br />Schedule 1 <br />Issue Handling <br />Incident Tracking <br />Every support incident is logged into Tyler's Customer Relationship Management System and given a <br />unique incident number. This system tracks the history of each incident. The incident tracking number is <br />used to track and reference open issues when clients contact support. Clients may track incidents, using <br />the incident number, through the portal at Tyler's website or by calling software support directly. <br />Incident Priority <br />Each incident is assigned a priority number, which corresponds to the client's needs and deadlines. The <br />client is responsible for reasonably setting the priority of the incident per the chart below. This chart is <br />not intended to address every type of support incident, and certain "characteristics" may or may not <br />apply depending on whether the Tyler software has been deployed on customer infrastructure or the <br />Tyler cloud. The goal is to help guide the client towards clearly understanding and communicating the <br />importance of the issue and to describe generally expected responses and resolutions. <br />Priority <br />Level <br />Characteristics of Support Incident <br />Resolution Targets <br />Support incident that causes (a) Tyler shall provide an initial response to Priority Level 1 <br />complete application failure or incidents within one (1) business hour of receipt of the <br />application unavailability; (b) support incident. Tyler shall use commercially <br />1 <br />application failure or unavailability in reasonable efforts to resolve such support incidents or <br />Critical <br />one or more of the client's remote provide a circumvention procedure within one (1) <br />location; or (c) systemic loss of multiple business day. For non -hosted customers, Tyler's <br />essential system functions. responsibility for lost or corrupted Data is limited to <br />assisting the client in restoring its last available database. <br />Support incident that causes (a) Tyler shall provide an initial response to Priority Level 2 <br />repeated, consistent failure of essential incidents within four (4) business hours of receipt of the <br />functionality affecting more than one support incident. Tyler shall use commercially <br />2 <br />user or (b) loss or corruption of Data. reasonable efforts to resolve such support incidents or <br />High <br />provide a circumvention procedure within ten (10) <br />business 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 database. <br />Priority Level 1 incident with an existing Tyler shall provide an initial response to Priority Level 3 <br />circumvention procedure, or a Priority incidents within one (1) business day of receipt of the <br />Level 2 incident that affects only one support incident. Tyler shall use commercially <br />3 <br />user or for which there is an existing reasonable efforts to resolve such support incidents <br />Medium <br />circumvention procedure. without the need for a circumvention procedure with the <br />next published maintenance update or service pack. For <br />non -hosted customers, Tyler's responsibility for lost or <br />corrupted Data is limited to assisting the client in <br />restoring its last available database. <br />000 tyler <br />