Res 2013-196/Approving an agreement w/Tyler Technologies, Inc. for a Financial and Human Resources software and application system

Home Browse Search

Exhibit 3 Support Call Process For City Support Tyler Technical Support Department for Munis® Goal: To provide an effective support mechanism that will guarantee timely resolution to calls, resulting in high -level Client satisfaction. Contact Us Call Tyler's toll free number (800- 772 -2260) or log a support request online through the Tyler Client Portal available at Tyler's Support Web site (www.tylertech.com). Support Organization Tyler's Technical Support Department for Munis is divided into multiple teams: Financials, Payroll/HR/Pension, Tax /Other Revenue and Collections, Utility Billing and Collections, OS /DBA (Operating System and Database Administration), and TylerForms and Reporting Services. These "product- specific" teams allow support staff to focus on a group of products or services. A group of specialists assigned to each team handle calls quickly and accurately. Each team consists of a Munis Support Product Manager, Support Analysts and Technical Support Specialists. The Support Product Manager is responsible for the day -to -day operations of the team and ensures we provide exceptional technical support to our Clients. The Support Analysts are responsible for assisting the team with Clients' issues, and provide on -going team training. Technical Support Specialists are responsible for diagnosing and resolving Client issues in a timely and courteous manner. Standard Support Hours Applications Hours Financials 8:00am- 9:00pm EST Monday- Friday Payroll /HR/Pension 8:00am- 9:00pm EST Monday- Friday Tax /Other Revenue & Collections 8:00am- 6:00pm EST Monday- Friday Utility Billing & Collections 8:00am- 8:00pm EST Monday- Friday OS /DBA 8:00am- 9:00pm EST Monday- Friday TylerForms & Reporting Services 8:00am- 5:00pm EST Monday- Friday Tyler Financial And Human Resources Software Application Systems Agreement 2013