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ATTACHMENT 2 Call Numbers Support's goal is to return clients'calls as soon as possible. Priority 1 calls received before the end of business will be responded to that day. If you are not available when we call back, we will leave a message with the open call number on your voice mail or with a person in your office.When you call back,you can reference this call number so you do not have to re-explain the issue. An open call number is also given to you once an initial contact has been made with Support and it has been determined that the issue can't be resolved during the initial call.The open call number lets you easily track and reference specific open issues with Support. Call Response Goals Support will use all reasonable efforts to address open calls as follows: • Open Maximum number of days a Support managers and analysts Call support call is open review open calls Priority , 1 Less than a day Daily 2 10 Days or less Every other day 3 30 Days or less Weekly 4 60 Days or less Weekly Call Priorities A call escalation system is in place where,each day,Support Analysts and Product Support Managers review open calls in their focus area to monitor progress. Each call logged is given a priority(1, 2, 3, and 4)according to the client's needs/deadlines.The goal of this structure is to clearly understand the importance of the issue and assign the priority for closure.The client is responsible for setting the priority of the call.Tyler Support for Munis tracks responsiveness to priority 1, 2, and 3 calls each week.This measurement allows us to better evaluate overall client satisfaction. Priority 1 Call — issue is critical to the client,the Munis application or process is down. Priority 2 Call — issue is severe, but there is a work around the client can use. Priority 3 Call — issue is a non-severe support call from the client. Priority 4 Call — issue is non-critical for the client and they would like to work with Support as time permits. Following Up on Open Calls Some issues will not be resolved during the initial call with a Support Technician. If the call remains open,the technician will give you an open call number to reference,and will confirm the priority of the incident. If you want to follow up on an open call,simply call the appropriate Support Team and reference the call number to the Technician who answers or leave this information in your message. Referencing the open call number allows anyone in support to quickly follow up on the issue.You can also update the incident through TCP on Tyler's Web site (www.tvlertech.com) and add a note requesting follow-up. 4% tyler 22