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I Priority Characteristics of Support Incident Resolution Targets <br />Level <br />circumvention procedure within ten (10) <br />business days. For non-hosted customers, <br />Tyler's responsibility for loss or corrupted <br />data is limited to assisting the client in <br />restoring its last available database. <br />Priority Level 1 incident with an Tyler shall provide an initial response to <br />existing circumvention procedure, Priority Level 3 incidents within one (1) <br />or a Priority Level 2 incident that business day of receipt of the incident. Once <br />affects only one user or for which the incident has been confirmed, Tyler shall <br />there is an existing circumvention use commercially reasonable efforts to <br />3 procedure. resolve such support incidents without the <br />Medium need for a circumvention procedure with the <br />next published maintenance update or <br />service pack, which shall occur at least <br />quarterly. For non-hosted customers, Tyler's <br />responsibility for lost or corrupted data is <br />limited to assisting the client in restoring its <br />last available database. <br />Support incident that causes Tyler shall provide an initial response to <br />failure of non-essential Priority Level 4 incidents within two (2) <br />4 functionality or a cosmetic or business days of receipt of the incident. <br />Non-other issue that does not qualify Once the incident has been confirmed, Tyler <br />critical as any other Priority Level. shall use commercially reasonable efforts to <br />resolve such support incidents, as well as <br />cosmetic issues, with a future version <br />release. <br />Incident Escalation <br />Tyler Technologies' software support consists of the following: <br />(1) Account Representatives: responsible for responding to and resolving incidents, as well <br />as day-to-day account management. <br />(2) Account Representatives: development staff responsible for providing technical <br />assistance to the support representatives. <br />(3) Support Managers: responsible for the management of support teams. <br />(4) If Tyler is unable to resolve any priority level 1 or 2 defect as listed above or the priority <br />of an issue has elevated since initiation, you may escalate the incident to your Support <br />Manager. Your Support Manager will meet with you and any Tyler staff to establish a <br />mutually agreeable plan for addressing the defect. Any issues or incidents that remain <br />unresolved will be escalated to the General Manager of Tyler Supervision.