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Some issues will not be resolved during the initial call with a Support Technician. If the call remains <br />open, the technician will give you an open call number to reference, and will confirm the priority of the <br />incident. <br />If you want to follow up on an open call, simply call the appropriate Support Team and reference the <br />call number to the Technician who answers or leave this information in your message. Referencing the <br />open call number allows anyone in support to quickly follow up on the issue. You can also update the <br />incident through TCP on Tyler's Web site (www.tylertech.com) and add a note requesting follow -up. <br />Escalating a Support Call <br />If the situation to be addressed by your open call has changed and you need to have the call priority <br />adjusted, please call the appropriate Support Team and ask to be connected to the assigned technician. <br />If that technician is unavailable, another technician on the team may be able to assist you, or will <br />transfer you to the Product Support Team Manager. If you feel you are not receiving the service you <br />need, please call the appropriate Product Manager and provide them with the open call number for <br />which you need assistance. The Product Manager will follow up on your open issue and determine the <br />necessary action to meet your needs. <br />Technical Support Product Managers: <br />Financials Team Michelle Madore (X4483) <br />(michelle.madore @tylertech.com) <br />Payroll /HR/Pension Team Sonja Johnson (sonja.johnson @tylertech.com) (X4157) <br />Tax /Other Revenue /Utility Steven Jones (steven.jones @tylertech.com) (X4255) <br />Billing Team <br />OS /DBA Team Ben King (ben.king @tylertech.com) (X5464) <br />TylerForms & Reporting Michele Violette (X4381) <br />Services ( michele.violette @tylertech.com) <br />If you are unable to reach the Product Manager, please call CJ McCarron, Vice President of <br />Technical Support <br />at 800 - 772 -2260, ext. 4124 (cj.mccarronL&� Elertech.com). <br />Resources <br />A number of additional resources are available to you to provide a comprehensive and complete <br />support experience. <br />Munis Internet Updater (MIU): Allows you to download and install critical and high priority fixes as <br />soon as they become available. <br />Tyler Financial And Human Resources Software Application Systems Agreement 2013 <br />