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ATTACHMENT Focus on Incoming Rate When you call Technical Support,your call is answered by a Support Technician, or is transferred into the Support voice mail. Our goal is to capture 75%of our daily incoming calls, which means you will often start working with a Support Specialist immediately upon calling Tyler. Leaving Messages for Support When leaving a message on the Support voice mail, ensure the following information is contained within the message: • your full name(first name, last name)and the site you are calling for/from; • a phone number where you can be reached; • the details of the issue or question you have(i.e.: program, • process,error message); • the priority of the issue(1, 2, 3,or 4);and • when you will be available for a return call (often Support will call back within an hour of receiving your message). Paging All client questions are important to us.There may be times when you are experiencing a priority 1 critical issue and all technicians for the requested team are on the line assisting clients. In this circumstance, it is appropriate to press"0"to be redirected to the operator.The operator will page the team you need to contact.We ask that you reserve this function for those times when Munis is down,or a mission critical application is down and you are not able to reach a technician immediately. Online Support Some questions can be handled effectively by e-mail. Once registered as a user on Tyler's Support Web site at www.tylertech.com,you can ask questions or report issues to Support through "Customer Tools".Tyler's Client Portal (TCP)allows you to log an incident to Technical Support anytime from any Internet connection.All TCP account, incident,and survey data is available in real-time. Your existing contact information defaults when you add a new Support incident.You will be asked for required information including Incident Description, Priority, Product Group,and Product Module. Unlimited work-note text is available for you to describe the question or problem in detail, plus you can attach files or screenshots that may be helpful to Support. When a new incident is added,the incident number is presented on the screen, and you will receive an automated e-mail response that includes the incident number. The new incident is routed to the appropriate Technical Support Team queue for response.They will review your incident, research the item,and respond via e-mail according to the priority of the incident. Customer Relationship Management System Every call or e-mail from you is logged into our Customer Relationship Management System and given a unique call number.This system tracks the history of each incident, including the person calling,time of the call, priority of the call,description of the problem,support recommendations, client feedback,and resolution. For registered users on Tyler's Support Web site(www.tylertech.com), a list of calls is available real-time under the Tyler Client Portal(TCP). •< •. tyler 21