Incident Tracking. Every support incident is logged into our management system and given a unique incident number. This system tracks the history of each incident. The incident tracking number is used to track and reference open issues when clients contact support. Clients may track incidents, using the incident number, through the portal at Tyler’s website or by calling software support directly. Incident Priority Each incident is assigned a priority level, which corresponds to the client’s needs and deadlines. Tyler and the client will reasonably set the priority of the incident per the chart below. This chart is not intended to address every type of support incident, and certain “characteristics” may or may not apply depending on whether the Tyler software has been deployed on customer infrastructure or the Tyler cloud. The goal is to help guide the client towards clearly understanding and communicating the importance of the issue and to describe generally expected response and resolution targets in the production environment only. References to a “confirmed support incident” mean that Tyler and the client have successfully validated the reported Defect/support incident. Priority Level Characteristics of Support Incident Resolution Targets 1 Critical Support incident that causes (a) complete application failure or application unavailability; (b) application failure or unavailability in one or more of the client’s remote location; or (c) systemic loss of multiple essential system functions. Tyler shall provide an initial response to Priority Xxxxx 0 incidents within one (1) business hour of receipt of the incident. Once the incident has been confirmed, Tyler shall use commercially reasonable efforts to resolve such support incidents or provide a circumvention procedure within one (1) business day. For non-hosted customers, Tyler’s responsibility for lost or corrupted data is limited to assisting the client in restoring its last available database. 2 High Support incident that causes (a) repeated, consistent failure of essential functionality affecting more than one user or (b) loss or corruption of data. Tyler shall provide an initial response to Priority Level 2 incidents within four (4) business hours of receipt of the incident. Once the incident has been confirmed, Tyler shall use commercially reasonable efforts to resolve such support incidents or provide a circumvention procedure within ten (10) business days. For non-hosted customers, Tyler’s responsibility for loss ...
Incident Tracking. You must access the Exigo Admin to open a Support Ticket for incidents related to the performance of the Infrastructure including, but not limited to, system bugs. You are required to login to view status, and to communicate updates/comments of each incident in the Support Ticket.
Incident Tracking. (i) All customer incident calls shall be logged into the MarketWatch’s problem tracking system (the “Problem Tracking System”). Each problem shall be assigned a unique incident ticket. The ticket numbers will be included in the monthly compliance report provided to Thomson as set forth below.
Incident Tracking. The Contractor shall provide the caller with an Incident Tracking Number (Issue Number) upon completion of the incident reporting, which assures the caller that the incident has been appropriately registered in the CRM software tracking system. Contractor shall use this number for future reference, including calls to ascertain status and resolution. Incident Resolution
Incident Tracking. You must access the Portal to open a Support Ticket for incidents related to the performance of the Infrastructure including, but not limited to, system bugs. You are required to login to view status, and to communicate updates/comments of each incident in the Support Ticket.
Incident Tracking. Full incident tracking capabilities are provided to monitor your requests. During the resolution process, the customer and support engineers can add comments, upload attachments, and update status. • Web / Email / Phone Support – Depending on the level of support, customers have access to support engineers through the web, email, or phone. Issue Priorities
