Common use of Knowledgebase Clause in Contracts

Knowledgebase. A fully searchable depository of thousands of documents related to Munis processing, procedures, release info, helpful hints, etc. Remote Support Tool Some Support calls may require further analysis of your database or setup to diagnose a problem or to assist you with a question. GoToAssist® shares your desktop via the Internet to provide you with virtual on-site support. The GoToAssist tool from Citrix (xxx.xxxxxx.xxx) provides a highly secure connection with 128-bit, end-to- end AES encryption. Support is able to quickly connect to your desktop and view your site’s setup, diagnose problems, or assist you with screen navigation. At the end of each GoToAssist session, there is a quick survey you should complete so we have accurate and up- to-date feedback on your Support experiences. We review the survey data in order to continually improve our Support services. E-mail Registration Clients can go to our Web site and register for e-mail “groups” based on specific Munis applications. We use these groups to inform clients of issues, and to distribute helpful technical tips and updated technical documentation. The survey information allows you to update your registration at any time, and you may unregister for one or more distribution lists at any time. Tyler Web site Once you have registered as a user on Tyler’s Support Web site (xxx.xxxxxxxxx.xxx), you have access to “Customer Tools” and other information such as online documentation, user forums, group training schedule/sign-up, and annual user conference updates/registration. Timely TCP Progress Updates Our technicians are committed to providing you timely updates on the progress of your open support incidents via the Tyler Client Portal. The frequency of these updates is determined by issue priority. Priority 1 Incidents — Daily updates (only if phone contact is not possible) Priority 2 Incidents — Weekly Updates Priority 3 Incidents — Bi-weekly Updates Priority 4 Incidents — Bi-weekly Updates Updates will also be provided for any issue, regardless of priority, when action items have been completed or when there is pertinent information to share. Exhibit 4 Business Travel Policy Summary

Knowledgebase. A fully searchable depository of thousands of documents related to Munis processing, procedures, release info, helpful hints, etc. Remote Support Tool Some Support calls may require further analysis of your database or setup to diagnose a problem or to assist you with a question. GoToAssist® shares your desktop via the Internet to provide you with virtual on-site support. The GoToAssist tool from Citrix (xxx.xxxxxx.xxx) provides a highly secure connection with 128-bit, end-to- end AES encryption. Support is able to quickly connect to your desktop and view your site’s setup, diagnose problems, or assist you with screen navigation. At the end of each GoToAssist session, there is a quick survey you should complete so we have accurate and up- to-date feedback on your Support experiences. We review the survey data in order to continually improve our Support services. E-mail Registration Clients can go to our Web site and register for e-mail “groups” based on specific Munis applications. We use these groups to inform clients of issues, and to distribute helpful technical tips and updated technical documentation. The survey information allows you to update your registration at any time, and you may unregister for one or more distribution lists at any time. Tyler Web site Once you have registered as a user on Tyler’s Xxxxx’x Support Web site (xxx.xxxxxxxxx.xxx), you have access to “Customer Tools” and other information such as online documentation, user forums, group training schedule/sign-up, and annual user conference updates/registration. Timely TCP Progress Updates Our technicians are committed to providing you timely updates on the progress of your open support incidents via the Tyler Client Portal. The frequency of these updates is determined by issue priority. Priority 1 Incidents — Daily updates (only if phone contact is not possible) Priority 2 Incidents — Weekly Updates Priority 3 Incidents — Bi-weekly Updates Priority 4 Incidents — Bi-weekly Updates Updates will also be provided for any issue, regardless of priority, when action items have been completed or when there is pertinent information to share. Exhibit 4 INCODE Support Call Process Accessing Incode Customer Support About Incode Customer Support Support Availability Product Days of the Week Hours of Operation Incode Customer Support Monday ‐ Friday 7 a.m. to 7 p.m. (Central) Tyler Public Safety Support Monday ‐ Friday 7 a.m. to 7 p.m. (Central) Incode Customer Support consists of four functional areas: • Financial Modules – General Ledger, Accounts Payable, Payroll, Fixed Assets, Budgeting, Check Reconciliation, etc. • CIS/CRM Modules – CIS includes Utility Billing, Cash Collections, Handhelds, and Service Orders; CRM includes Accounts Receivable, Business Travel Policy SummaryLicense, Building Projects, Call Center, Cemetery Records, and Sales Tax. • Court Case Management • Tyler Public Safety (TPS) Each functional area consists of four levels of personnel: (1) Front line Customer Support Representatives are assisted by (2) Advisors – senior representatives – and both are managed by (3) Team Leaders. These Team Leaders report to the (4) Support Group Managers. Contacting Incode Customer Support Incode Customer Support can be contacted by

Knowledgebase. A fully searchable depository of thousands of documents related to Munis processing, procedures, release info, helpful hints, etc. Remote Support Tool Some Support calls may require further analysis of your database or setup to diagnose a problem or to assist you with a question. GoToAssist® shares your desktop via the Internet to provide you with virtual on-site support. The GoToAssist tool from Citrix (xxx.xxxxxx.xxx) provides a highly secure connection with 128-bit, end-to- end AES encryption. Support is able to quickly connect to your desktop and view your site’s setup, diagnose problems, or assist you with screen navigation. At the end of each GoToAssist session, there is a quick survey you should complete so we have accurate and up- to-date feedback on your Support experiences. We review the survey data in order to continually improve our Support services. E-mail Registration Clients can go to our Web site and register for e-mail “groups” based on specific Munis applications. We use these groups to inform clients of issues, and to distribute helpful technical tips and updated technical documentation. The survey information allows you to update your registration at any time, and you may unregister for one or more distribution lists at any time. Tyler Web site Once you have registered as a user on Tyler’s Support Web site (xxx.xxxxxxxxx.xxx), you have access to “Customer Tools” and other information such as online documentation, user forums, group training schedule/sign-up, and annual user conference updates/registration. Timely TCP Progress Updates Our technicians are committed to providing you timely updates on the progress of your open support incidents via the Tyler Client Portal. The frequency of these updates is determined by issue priority. Priority 1 Incidents — Daily updates (only if phone contact is not possible) Priority 2 Incidents — Weekly Updates Priority 3 Incidents — Bi-weekly Updates Priority 4 Incidents — Bi-weekly Updates Updates will also be provided for any issue, regardless of priority, when action items have been completed or when there is pertinent information to share. Exhibit 4 INCODE Support Call Process Accessing Incode Customer Support ABOUT INCODE CUSTOMER SUPPORT Support Availability Product Days of the Week Hours of Operation Incode Customer Support Monday ‐ Friday 7 a.m. to 7 p.m. (Central) Tyler Public Safety Support Monday ‐ Friday 7 a.m. to 7 p.m. (Central) Incode Customer Support consists of four functional areas:  Financial Modules – General Ledger, Accounts Payable, Payroll, Fixed Assets, Budgeting, Check Reconciliation, etc.  CIS/CRM Modules – CIS includes Utility Billing, Cash Collections, Handhelds, and Service Orders; CRM includes Accounts Receivable, Business Travel Policy SummaryLicense, Building Projects, Call Center, Cemetery Records, and Sales Tax.  Court Case Management  Tyler Public Safety (TPS) Each functional area consists of four levels of personnel: (1) Front line Customer Support Representatives are assisted by (2) Advisors – senior representatives – and both are managed by (3) Team Leaders. These Team Leaders report to the (4) Support Group Managers. CONTACTING INCODE CUSTOMER SUPPORT Incode Customer Support can be contacted by

Knowledgebase. A fully searchable depository of thousands of documents related to Munis processing, procedures, release info, helpful hints, etc. Remote Support Tool Some Support calls may require further analysis of your database or setup to diagnose a problem or to assist you with a question. GoToAssist® shares your desktop via the Internet to provide you with virtual on-site support. The GoToAssist tool from Citrix (xxx.xxxxxx.xxx) provides a highly secure connection with 128-bit, end-to- end AES encryption. Support is able to quickly connect to your desktop and view your site’s setup, diagnose problems, or assist you with screen navigation. At the end of each GoToAssist session, there is a quick survey you should complete so we have accurate and up- to-date feedback on your Support experiences. We review the survey data in order to continually improve our Support services. E-mail Registration Clients can go to our Web site and register for e-mail “groups” based on specific Munis applications. We use these groups to inform clients of issues, and to distribute helpful technical tips and updated technical documentation. The survey information allows you to update your registration at any time, and you may unregister for one or more distribution lists at any time. Tyler Web site Once you have registered as a user on Tyler’s Xxxxx’x Support Web site (xxx.xxxxxxxxx.xxx), you have access to “Customer Tools” and other information such as online documentation, user forums, group training schedule/sign-up, and annual user conference updates/registration. Timely TCP Progress Updates Our technicians are committed to providing you timely updates on the progress of your open support incidents via the Tyler Client Portal. The frequency of these updates is determined by issue priority. Priority 1 Incidents — Daily updates (only if phone contact is not possible) Priority 2 Incidents — Weekly Updates Priority 3 Incidents — Bi-weekly Updates Priority 4 Incidents — Bi-weekly Updates Updates will also be provided for any issue, regardless of priority, when action items have been completed or when there is pertinent information to share. Exhibit 4 Business Travel Policy Summary