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t y I e <br />technologies <br />EXHIBIT C <br />Schedule 1: Support Call Process <br />Support Channels <br />Tyler Technologies, Inc, provides the following channels of software support for authorized <br />users: <br />(1) On-line submission (portal) — for less urgent and functionality -based questions, users <br />may create unlimited support incidents through the customer relationship management <br />portal available at the Tyler Technologies website. <br />(2) Email — for less urgent situations, users may submit unlimited emails directly to the <br />software support group. <br />(3) Telephone — for urgent or complex questions, users receive toll-free, unlimited <br />telephone software support. <br />Support Resources <br />Additional resources are available to provide a comprehensive and complete support <br />experience: <br />(1) CaseloadPro Website (http:/lwww.caseloadprq.L - for accessing client tools, <br />documentation, and other information including support contact information. <br />(2) Community Resources — an on-line resource, Tyler Community provides a venue for all <br />Tyler clients with current maintenance agreements to collaborate with one another, <br />share best practices and resources, and access documentation. <br />(3) Knowledge Base — a repository documentation that can assist clients in answering <br />questions or troubleshooting and resolving commonly known issues. <br />Support Availability <br />Tyler Technologies support is available during the local business hours of 8 AM to 5 PM (Monday <br />— Friday, Pacific). 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 />We will provide you with procedures for contacting support staff after normal business hours <br />for reporting Priority Level 1 Defects only. Upon receipt of such a Defect notification, we will use <br />commercially reasonable efforts to meet the resolution targets set forth below. <br />We will also make commercially reasonable efforts to be available for one pre -scheduled <br />Saturday of each month to assist your IT staff with applying patches and release upgrades, as <br />