Current Support Call Process. Our current Support Call Process for the Tyler Software is attached to this Exhibit C at Schedule 1. Exhibit C Schedule 1 Support Call Process Support Channels Tyler Technologies, Inc. provides the following channels of software support:
Current Support Call Process. Our current Support Call Process for the Tyler Software is attached to this Exhibit C at Schedule 1. Exhibit C Schedule 1 Support Call Process If, after you have cut over to live production use of the Tyler Software, you believe that the Tyler Software is Defective, as “Defect” is defined in this Agreement, then you will notify us by phone, in writing, by email, or through the support website. Please reference xxxx://xxx.xxxxxxxxx.xxx/client-support for information on how to use these various means of contact. Documented examples of the claimed Defect must accompany each notice. We will review the documented notice and when there is a Defect, we shall resolve it at no additional cost to you beyond your then-current maintenance and support fees. In receiving and responding to Defect notices and other support calls, we will follow the priority categorizations below. These categories are assigned based on your determination of the severity of the Defect and our reasonable analysis. If you believe a priority categorization needs to be updated, you may contact us again, via the same methods outlined above, to request the change. In each instance of a Priority 1 or 2 Defect, prior to final Defect correction, the support team may offer you workaround solutions, including patches, configuration changes, and operational adjustments, or may recommend that you revert back to the prior version the Tyler Software pending Defect correction.
Current Support Call Process. Our current Support Call Process for the Tyler Software is attached to this Exhibit C at Schedule 1.
Current Support Call Process. Our current Support Call Process for the Tyler Software is attached to this Exhibit C at Schedule 1. Exhibit C Schedule 1 Service Level Agreement Agreement Overview This SLA outlines the information technology service levels that Tyler will provide to Client to ensure the availability of the Hosting Services that Client has requested Tyler to provide. All other support services are documented in the applicable Support Call Process. All defined terms not defined below have the meaning set forth in the Agreement.
Current Support Call Process. Our current Support Call Process for the Tyler Software is attached to this Exhibit C at Schedule 1. Tyler Holiday Schedule Tyler observes many of the same holidays our clients do. In order to allow our staff time away from work our offices will be closed on the holidays listed below. There will be no support coverage on these days. New Year’s Day Thanksgiving Day Memorial Day Day after Thanksgiving Independence Day Christmas Eve Labor Day Christmas Day Exhibit D Statement of Work Software and Implementation Services Prepared for: Franklin County Sheriff’s Department Prepared by: Tyler Technologies, Inc. xxx.xxxxxxxxxxxxxxxxx.xxx June 2, 2015 Table of Contents PROJECT SCOPE & SUMMARY 1 DATA CONVERSION ERROR! BOOKMARK NOT DEFINED. INVOICING AND CLIENT SIGNOFFS 3 KEY PROJECT ASSUMPTIONS 3 OUT OF SCOPE 4 RISK / MITIGATION STRATEGY 4 UNAVAILABILITY/INCOMPATIBILITY OF STAFF 4 CLIENT STAFF UNAVAILABILITY 5 SCOPE CHANGES 5 ACTIVITY FOCUS 5 INCOMPLETE LEGACY, INTERFACE DOCUMENTATION 5 ACHIEVABLE GOALS 5 TECHNOLOGY AGE 6 CRITICAL SUCCESS FACTORS 6 FUTURE AMENDMENTS TO SCOPE 7 PROJECT MANAGEMENT 7 STAFFING 7 PROJECT SCHEDULE 7 DEVELOPMENT TOOLS 7 DOCUMENTATION 8 TYLER‐PROVIDED DOCUMENTATION 8 CLIENT‐PROVIDED DOCUMENTATION 8 SOW ATTACHMENTS LISTING 9 SOW Attachment A – (Sample) Work Acknowledgement Form 9 SOW Attachment B – (Sample) Change Order Form 9 SOW Attachment C ‐ Hardware / Software Requirements 9 SOW Attachment D – Standard Interfaces 9 SOW Attachment E – Conversion Detail 9 ATTACHMENTS 10 PROJECT SCOPE & SUMMARY The software and services purchased are outlined in the Investment Summary Section of the Agreement. Any standard interfaces purchased are listed in the Investment Summary section of the Agreement and detailed in SOW Attachment D – Standard Interfaces. It is important for the Client to read the portion of the Attachment related to each interface purchased to understand its full functionality. Data conversion services and other professional services hours included in the Investment summary are estimates. Additional analysis will be performed during the Assess & Define stage to provide definitive pricing. Each stage, as established above, is designed to provide a point at which a full review of the stage objectives is assessed for completeness. When a stage is complete, a Work‐Acknowledgement Form (see SOW Attachment A‐ (Sample) Work Acknowledgement Form) is completed and signed by the Client signifying acceptance of that stage and the beginning of th...
Current Support Call Process. Contractor’s current Support Call Process for the Contractor Software is attached to this Exhibit C at Schedule 1. Exhibit C Schedule 1 Support Call Process Support Channels Tyler Technologies, Inc. provides the following channels of software support:
