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Release Admin Console: Allows you to monitor and track the availability of all development activity <br />for a particular release; right from inside Munis. <br />Knowledgebase: A fully searchable depository of thousands of documents related to Munis <br />processing, procedures, release info, helpful hints, etc. <br />Remote Support Tool <br />Some Support calls may require further analysis of your database or setup to diagnose a problem or to <br />assist you with a question. GoToAssist® shares your desktop via the Internet to provide you with <br />virtual on -site support. The GoToAssist tool from Citrix (www.citrix.com) provides a highly secure <br />connection with 128 -bit, end -to -end AES encryption. Support is able to quickly connect to your <br />desktop and view your site's setup, diagnose problems, or assist you with screen navigation. <br />At the end of each GoToAssist session, there is a quick survey you should complete so we have <br />accurate and up -to -date feedback on your Support experiences. We review the survey data in order to <br />continually improve our Support services. <br />E -mail Registration <br />Clients can go to our Web site and register for e -mail "groups" based on specific Munis applications. <br />We use these groups to inform Clients of issues, and to distribute helpful technical tips and updated <br />technical documentation. The survey information allows you to update your registration at any time, <br />and you may unregister for one or more distribution lists at any time. <br />Tyler Web site <br />Once you have registered as a user on Tyler's Support Web site (www.tylertech.com), you have access <br />to "Customer Tools" and other information such as online documentation, user forums, group training <br />schedule /sign -up, and annual user conference updates /registration. <br />Timely TCP Progress Updates <br />Our technicians are committed to providing you timely updates on the progress of your open support <br />incidents via the Tyler Client Portal. The frequency of these updates is determined by issue priority. <br />Priority 1 Incidents <br />Daily updates (only if phone contact is not possible) <br />Priority 2 Incidents <br />Weekly Updates <br />Priority 3 Incidents <br />Bi- weekly Updates <br />Priority 4 Incidents <br />Bi- weekly Updates <br />Updates will also be provided for any issue, regardless of priority, when action items have been <br />completed or when there is pertinent information to share. <br />Tyler Financial And Human Resources Software Application Systems Agreement 2013 <br />