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City of Pleasanton
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CITY CLERK
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AGENDA PACKETS
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2020
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012120
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1/15/2020 3:59:55 PM
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CITY CLERK
CITY CLERK - TYPE
AGENDA REPORT
DOCUMENT DATE
1/21/2020
DESTRUCT DATE
15Y
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• <br /> 0.0 <br /> . technologies <br /> Exhibit 2 <br /> Schedule 2 <br /> Support Call Process <br /> Support Channels <br /> Tyler Technologies, Inc. provides the following channels of software support: <br /> (1) Tyler Community—an on-line resource,Tyler Community provides a venue for all Tyler clients:with-current <br /> maintenance agreements to collaborate with one another, share best practices and resources, andaccess. <br /> documentation. <br /> (2) On-line submission.(portal)—for less urgent and functionality-based questions, users may create unlimited <br /> support incidents through the customer relationship managementportalavailable at the Tyler Technologies <br /> website. <br /> (3) Email—for less urgent situations, usersmaysubmit unlimited emails directly to the software support group. <br /> (4) Telephone—for urgent or complex questions, users receive toll-free, unlimited telephone software support. <br /> Support Resources <br /> A number of additional resources are available to provide a comprehensive and complete support experience: <br /> (1) Tyler Website-www.tvlertech:com.—for accessing client tools and other information including support contact <br /> information. <br /> (2) Tyler Community=available through login,Tyler Community provides a venue for clients to,support one another <br /> and share best practices and resources. <br /> (3) Knowledgebase—A fully searchable depository of thousands of documents related-to procedures,-best- <br /> practices, release information, and job aides. <br /> (4) Program Updates—where development activity is made available for client consumption. <br /> Support.Availability <br /> Tyler Technologies support is available during the local businesshours of.8 AM to 5 PM (Monday—Friday) across four US <br /> time zones (Pacific, Mountain,Central and Eastern). Clients may receive coverage across these time zones. <br /> Tyler's Brazos eCitations solutions offers 24/7 support of the product and software. <br /> Tyler's holiday schedule is outlined below.There will be no support coverage on these days. <br /> New Year's Day Thanksgiving Day <br /> Memorial Day. Day after-Thanksgiving' <br /> Independence Day Christmas Day - <br /> Labor DaY <br /> Issue Handling <br /> Incident-Tracking <br /> Every support incident is logged into Tyler's Customer Relationship Management System and given a unique incident. <br /> number.This system tracks-the history of each incident.The incident tracking number is used to track and reference <br /> open issues when clients contact support.Clients may track incidents, using the incident number,throughthe portal at - <br /> Amendment-Pleasanton CA-Brazos-JW 11.18.19(2019-29730 11.15).doc- <br />
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