Laserfiche WebLink
calling, time of the call, priority of the call, description of the problem, support recommendations, <br />Client feedback and resolution. For registered users on Tyler's Support Web site (www.tylertech.com), <br />a list of calls is available real -time under the Tyler Client Portal (TCP). <br />Call Numbers <br />Support's goal is to return Clients' calls as soon as possible. If you are not available when we call <br />back, we will leave a message with the open call number on your voice mail or with a person in your <br />office. When you call back, you can reference this call number so you do not have to re- explain the <br />issue. <br />An open call number is also given to you once an initial contact has been made with Support and it has <br />been determined that the issue can't be resolved during the initial call. The open call number lets you <br />easily track and reference specific open issues with Support. <br />Call Response Goals <br />Open <br />Call <br />Priority <br />Maximum number of days a <br />support call is open <br />Support managers and <br />analysts review open calls <br />1 <br />Less than a day <br />Daily <br />2 <br />10 Days or less <br />Every other day <br />3 <br />30 Days or less <br />Weekly <br />4 <br />60 Days or less <br />Weekly <br />Call Priorities <br />A call escalation system is in place where, each day, Support Analysts and Product Support Managers, <br />review open calls in their focus area to monitor progress. <br />Each call logged is given a priority (1, 2, 3, and 4) according to the Client's needs /deadlines. The goal <br />of this structure is to clearly understand the importance of the issue and assign the priority for closure. <br />The Client is responsible for setting the priority of the call. Tyler Support for Munis tracks <br />responsiveness to priority 1, 2 and 3 calls each week. This measurement allows us to better evaluate <br />overall Client satisfaction. <br />Priority 1 Call issue is critical to the Client, the Munis application or process is down. <br />Priority 2 Call issue is severe, but there is a work around the Client can use. <br />Priority 3 Call issue is a non - severe support call from the Client. <br />Priority 4 Call issue is non - critical for the Client and they would like to work with Support as time <br />permits. <br />Following Up on Open Calls <br />Tyler Financial And Human Resources Software Application Systems Agreement 2013 <br />