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well as consulting with them on server maintenance and configuration of the Tyler Software <br />environment. <br />Issue Handling <br />Incident Tracking <br />Every support incident is logged into our management system and given a unique incident <br />number. This system tracks the history of each incident. The incident tracking number is used to <br />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 <br />directly. <br />Incident Priorit y <br />Each incident is assigned a priority level, which corresponds to the client's needs and deadlines. <br />Tyler and the client will reasonably set the priority of the incident per the chart below. This chart <br />is not intended to address every type of support incident, and certain "characteristics" may or <br />may not apply depending on whether the Tyler software has been deployed on customer <br />infrastructure or the Tyler cloud. The goal is to help guide the client towards clearly <br />understanding and communicating the importance of the issue and to describe generally <br />expected response and resolution targets in the production environment only. <br />References to a "confirmed support incident" mean that Tyler and the client have successfully <br />validated the reported Defect/support incident. <br />Priority Characteristics of Support Incident Resolution Targets <br />Level <br />Support incident that causes (a) Tyler shall provide an initial response to <br />complete application failure or Priority Level 1 incidents within one (1) <br />application unavailability; (b) business hour of receipt of the incident. <br />application failure or unavailability Once the incident has been confirmed, Tyler <br />1 <br />in one or more of the client's shall use commercially reasonable efforts to <br />Critical remote location; or (c) systemic resolve such support incidents or provide a <br />loss of multiple essential system circumvention procedure within one (1) <br />functions. business day. For non-hosted customers, <br />Tyler's responsibility for lost or corrupted <br />data is limited to assisting the client in <br />restoring its last available database. <br />Support incident that causes (a) Tyler shall provide an initial response to <br />repeated, consistent failure of Priority Level 2 incidents within four (4) <br />2 essential functionality affecting business hours of receipt of the incident. <br />High more than one user or (b) loss or Once the incident has been confirmed, Tyler <br />corruption of data. shall use commercially reasonable efforts to <br />resolve such support incidents or provide a <br />I'