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Exhibit C <br />Schedule 1 <br />Priority <br />Level <br />Characteristics of Support Incident <br />Resolution Targets <br />Support incident that causes failure of <br />Tyler shall provide an initial response to Priority Level 4 <br />4 <br />non-essential functionality or a <br />incidents within two (2) business days. Tyler shall use <br />Non- <br />cosmetic or other issue that does not <br />commercially reasonable efforts to resolve such support <br />critical <br />qualify as any other Priority Level. <br />incidents, as well as cosmetic issues, with a future <br />version release. <br />Incident Escalation <br />Tyler Technology's software support consists of four levels of personnel: <br />(1) Level 1: front-line representatives <br />(2) Level 2: more senior in their support role, they assist front-line representatives and take on <br />escalated issues <br />(3) Level 3: assist in incident escalations and specialized client issues <br />(4) Level 4: responsible for the management of support teams for either a single product or a <br />product group <br />If a client feels they are not receiving the service needed, they may contact the appropriate Software <br />Support Manager. After receiving the incident tracking number, the manager will follow up on the open <br />issue and determine the necessary action to meet the client's needs. <br />On occasion, the priority or immediacy of a software support incident may change after initiation. Tyler <br />encourages clients to communicate the level of urgency or priority of software support issues so that we <br />can respond appropriately. A software support incident can be escalated by any of the following <br />methods: <br />(1) Telephone — for immediate response, call toll-free to either escalate an incident's priority or to <br />escalate an issue through management channels as described above. <br />(2) Email — clients can send an email to software support in order to escalate the priority of an issue <br />(3) On-line Support Incident Portal — clients can also escalate the priority of an issue by logging into <br />the client incident portal and referencing the appropriate incident tracking number. <br />Remote Support Tool <br />Some support calls require further analysis of the client's database, process or setup to diagnose a <br />problem or to assist with a question. Tyler will, at its discretion, use an industry -standard remote <br />support tool. Support is able to quickly connect to the client's desktop and view the site's setup, <br />diagnose problems, or assist with screen navigation. More information about the remote support tool <br />Tyler uses is available upon request. <br />•%* tyler <br />