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Tyler's website or by calling software support directly. Incident Priority Each incident is assigned a priority number,which corresponds to the client's needs and deadlines.The client is responsible for reasonably setting the priority of the incident per the chart below.The goal of this structure is to help the client clearly understand and communicate the importance of the issue and to describe expected responses and resolutions. Priority v �. - u Level Characteristics of Support Incident b Resolution Targets Support:incident that causes (a)complete Tyler shall provide an initial response to Priority Level 1 application failure or application incidents within one (1) business hour of receipt of the unavailability; (b)application failure or support.incident. Tyler shall use commercially reasonable 1 unavailability in:one or more of the client's efforts to resolve such support incidents or provide a Critical remote location; or(c) systemic loss of circumvention procedure within one (1) business day• T. ler''s multiple essential system functions. responsibility for lost or corrupted data is limited to assisting the client in restoring its last available database. Support incident that causes(a) repeated, Tyler shall provide an initial response to Priority Level 2 consistent failure of essential functionality incidents within four(4) business hours of receipt of the 2 affecting more than one user or(b) loss or support incident. Tyler shall use commercially reasonable High 1 corruption of data. efforts to resolve such support incidents or provide a circumvention procedure within ten (10) business days. Tyler's responsibility for loss or corrupted data is limited to assisting the client in restoring its last available database. Priority Level 1 incident with an existing Tyler shall provide an initial response to Priority Level 3 circumvention procedure, or a Priority Level incidents within one (1) business day of receipt of the support 2 incident that affects only one user or for , incident. Tyler shall use commercially reasonable efforts to . 3. which there is an:existing circumvention resolve such support incidents without the need for a Medium , procedure. circumvention procedure with the next published' maintenance update or service pack. Tyler's responsibility for lost or corrupted data is limited to assisting the client in restoring its last available database. Support incident that causes failure of non- Tyler shall provide an initial response to Priority Level 4 4 essential functionality or a cosmetic or incidents within two (2) business days. Tyler shall use Non- other issue that does not qualify as any commercially reasonable efforts to resolve such support critical other Priority Level. incidents, as well as cosmetic issues,with a future version release. Incident Escalation Tyler.Technology's software support consists of four levels of personnel: (1) Level 1:front-line representatives (2) Level 2: more senior in their support role,they assist front-line representatives and take on escalated issues (3) Level 3: assist in incident escalations and specialized client issues (4) Level 4: responsible for the management of support teams for either a single product ora product group If a clientfeelsthey are not receiving the service needed,they may contact the.appropriate Software Support Manager. After receiving the incident tracking number,the manager will follow up on the open issue and determine the necessary action to meet the client's needs. On occasion,the priority or immediacy of a software support incident may change after initiation.Tyler encourages Amendment-Pleasanton CA-Brazos-JW 11.18.19(2019-29730 11.15).doc