Common use of Incident Tracking Clause in Contracts

Incident Tracking. Every support incident is logged into ▇▇▇▇▇’▇ Customer Relationship Management System and given a unique case number. This system tracks the history of each incident. The case number is used to track and reference open issues when clients contact support. Clients may track incidents, using the case number, through ▇▇▇▇▇’▇ Customer Portal or by calling software support directly. Each incident is assigned a priority level, which corresponds to the Client’s needs. ▇▇▇▇▇ 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 ▇▇▇▇▇ 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. ▇▇▇▇▇ shall provide an initial response to Priority Level 1 incidents within one (1) business hour of receipt of the incident. Once the incident has been confirmed, ▇▇▇▇▇ shall use commercially reasonable efforts to resolve such support incidents or provide a circumvention procedure within one (1) business day. For non-hosted customers, ▇▇▇▇▇’▇ 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. ▇▇▇▇▇ 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, ▇▇▇▇▇ shall use commercially reasonable efforts to resolve such support incidents or provide a circumvention procedure within ten (10) business days. For non-hosted customers, ▇▇▇▇▇’▇ responsibility for loss or corrupted data is limited to assisting the Client in restoring its last available database. Priority Level Characteristics of Support Incident Resolution Targets* 3 Medium Priority Level 1 incident with an existing circumvention procedure, or a Priority Level 2 incident that affects only one user or for which there is an existing circumvention procedure. ▇▇▇▇▇ shall provide an initial response to Priority Level 3 incidents within one (1) business day of receipt of the incident. Once the incident has been confirmed, ▇▇▇▇▇ shall use commercially reasonable efforts to resolve such support incidents without the need for a circumvention procedure with the next published maintenance update or service pack, which shall occur at least quarterly. For non-hosted customers, ▇▇▇▇▇’▇ responsibility for lost or corrupted data is limited to assisting the Client in restoring its last available database. 4 Non- critical Support incident that causes failure of non- essential functionality or a cosmetic or other issue that does not qualify as any other Priority Level. ▇▇▇▇▇ shall provide an initial response to Priority Level 4 incidents within two (2) business days of receipt of the incident. Once the incident has been confirmed, ▇▇▇▇▇ shall use commercially reasonable efforts to resolve such support incidents, as well as cosmetic issues, with a future version release. If ▇▇▇▇▇ is unable to resolve any priority level 1 or 2 defect as listed above or the priority of an issue has elevated since initiation, you may escalate the incident to the appropriate resource, as outlined by each product support team. The corresponding resource will meet with you and any ▇▇▇▇▇ staff to establish a mutually agreeable plan for addressing the defect.

Incident Tracking. Every support incident is logged into ▇▇▇▇▇’▇ Customer Relationship Management System our management system and given a unique case incident number. This system tracks the history of each incident. The case incident tracking number is used to track and reference open issues when clients contact support. Clients may track incidents, using the case incident number, through ▇▇▇▇▇’▇ Customer Portal the portal at Tyler’s website or by calling software support directly. Each incident is assigned a priority level, which corresponds to the Clientclient’s needsneeds and deadlines. ▇▇▇▇▇ Tyler and the Client 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 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 client have successfully validated the reported Defect/support incident. Priority Level Characteristics of Support Incident Resolution Targets* 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 Level 1 ▇▇▇▇▇ ▇ 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 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 or corrupted data is limited to assisting the Client client in restoring its last available database. Priority Level Characteristics of Support Incident Resolution Targets* 3 Medium Priority Level 1 incident with an existing circumvention procedure, or a Priority Level 2 incident that affects only one user or for which there is an existing circumvention procedure. ▇▇▇▇▇ Tyler shall provide an initial response to Priority Level 3 ▇▇▇▇▇ ▇ incidents within one (1) business day of receipt of the incident. Once the incident has Priority Level Characteristics of Support Incident Resolution Targets only one user or for which there is an existing circumvention procedure. been confirmed, ▇▇▇▇▇ Tyler shall use commercially reasonable efforts to resolve such support incidents without the need for a circumvention procedure with the next published maintenance update or service pack, which shall occur at least quarterly. For non-hosted customers, ▇▇▇▇▇’▇ Tyler’s responsibility for lost or corrupted data is limited to assisting the Client client in restoring its last available database. 4 Non- critical Support incident that causes failure of non- non-essential functionality or a cosmetic or other issue that does not qualify as any other Priority Level. ▇▇▇▇▇ Tyler shall provide an initial response to Priority Level 4 ▇▇▇▇▇ ▇ incidents within two (2) business days of receipt of the incident. Once the incident has been confirmed, ▇▇▇▇▇ Tyler shall use commercially reasonable efforts to resolve such support incidents, as well as cosmetic issues, with a future version release. If ▇▇▇▇▇ is unable to resolve any priority level 1 or 2 defect as listed above or Tyler Technologies’ software support consists of the priority of an issue has elevated since initiation, you may escalate the incident to the appropriate resource, as outlined by each product support team. The corresponding resource will meet with you and any ▇▇▇▇▇ staff to establish a mutually agreeable plan for addressing the defect.following:

Incident Tracking. Every support incident is logged into ▇▇▇▇▇’▇ Customer Relationship Management System our management system and given a unique case incident number. This system tracks the history of each incident. The case incident tracking number is used to track and reference open issues when clients contact support. Clients may track incidents, using the case incident number, through ▇▇▇▇▇’▇ Customer Portal the portal at Tyler’s website or by calling software support directly. Each incident is assigned a priority level, which corresponds to the Clientclient’s needsneeds and deadlines. ▇▇▇▇▇ Tyler and the Client 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 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 client have successfully validated the reported Defect/support incident. Priority Level Characteristics of Support Incident Resolution Targets* 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 Level 1 ▇▇▇▇▇ ▇ 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 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 or corrupted data is limited to assisting the Client client in restoring its last available database. Priority Level Characteristics of Support Incident Resolution Targets* 3 Medium Priority Level 1 incident with an existing circumvention procedure, or a Priority Level 2 incident that affects only one user or for which there is an existing circumvention procedure. ▇▇▇▇▇ Tyler shall provide an initial response to Priority Level 3 ▇▇▇▇▇ ▇ incidents within one (1) business day of receipt of the incident. Once the incident has been confirmed, ▇▇▇▇▇ Tyler shall use commercially reasonable efforts to resolve such support incidents without the need for a circumvention Priority Level Characteristics of Support Incident Resolution Targets procedure with the next published maintenance update or service pack, which shall occur at least quarterlymonthly. For non-hosted customers, ▇▇▇▇▇’▇ Tyler’s responsibility for lost or corrupted data is limited to assisting the Client client in restoring its last available database. 4 Non- critical Support incident that causes failure of non- non-essential functionality or a cosmetic or other issue that does not qualify as any other Priority Level. ▇▇▇▇▇ Tyler shall provide an initial response to Priority Level 4 ▇▇▇▇▇ ▇ incidents within two (2) business days of receipt of the incident. Once the incident has been confirmed, ▇▇▇▇▇ Tyler shall use commercially reasonable efforts to resolve such support incidents, as well as cosmetic issues, with a future version release. If Some support calls may require further analysis of the client’s database, processes or setup to diagnose a problem or to assist with a question. Tyler will, at its discretion, use an industry-standard remote support tool. Tyler’s support team must have the ability to quickly connect to the client’s system and view the site’s setup, diagnose problems, or assist with screen navigation. More information about the remote support tool Tyler uses is available upon request. We will make commercially reasonable efforts to minimize the need for you to rely on Third Party Software or Third Party Hardware in order to operate the Tyler Software. To the any such Third Party Product is required, you are responsible for purchasing, installing and configuring all Third Party Hardware and Third Party Software at your expense. We will make available a list of Third Party Software that will be required to load a new release of the Tyler Software, if any, as well as list of Third Party Software components that have been certified as compatible with the Tyler Software. We will have no liability for defects in the Third Party Hardware or Third Party Software. You are responsible for ensuring that you have current maintenance agreements with any Developers from whom you expect to receive maintenance and/or support on Third Party Software or Third Party Hardware. Tyler Technologies will implement Tyler Jury Manager in ▇▇▇▇▇▇▇▇▇▇ is unable to resolve any priority level 1 or 2 defect as listed above or County, TX under the priority of an issue has elevated since initiation, you may escalate the incident to the appropriate resource, as outlined by each product support team. The corresponding resource will meet with you and any ▇▇▇▇▇ staff to establish a mutually agreeable plan for addressing the defectfollowing terms.

Incident Tracking. Every support incident is logged into ▇▇▇▇▇’▇ Customer Relationship Management System our management system and given a unique case incident number. This system tracks the history of each incident. The case incident tracking number is used to track and reference open issues when clients contact support. Clients may track incidents, using the case incident number, through ▇▇▇▇▇’▇ Customer Portal the portal at Tyler’s website or by calling software support directly. Each incident is assigned a priority level, which corresponds to the Clientclient’s needsneeds and deadlines. ▇▇▇▇▇ Tyler and the Client 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 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 client have successfully validated the reported Defect/support incident. Priority Level Characteristics of Support Incident Resolution Targets* 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 Level 1 ▇▇▇▇▇ ▇ 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 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 or corrupted data is limited to assisting the Client client in restoring its last available database. Priority Level Characteristics of Support Incident Resolution Targets* 3 Medium Priority Level 1 incident with an existing circumvention procedure, or a Priority Level 2 incident that affects only one user or for which there is an existing circumvention procedure. ▇▇▇▇▇ Tyler shall provide an initial response to Priority Level 3 ▇▇▇▇▇ ▇ incidents within one (1) business day of receipt of the incident. Once the incident has been confirmed, ▇▇▇▇▇ Tyler shall use commercially reasonable efforts to resolve such support incidents without the need for a circumvention procedure with the next published maintenance update or service pack, which shall occur at least quarterlymonthly. For non-hosted customers, ▇▇▇▇▇’▇ Tyler’s Priority Level Characteristics of Support Incident Resolution Targets responsibility for lost or corrupted data is limited to assisting the Client client in restoring its last available database. 4 Non- critical Support incident that causes failure of non- non-essential functionality or a cosmetic or other issue that does not qualify as any other Priority Level. ▇▇▇▇▇ Tyler shall provide an initial response to Priority Level 4 ▇▇▇▇▇ ▇ incidents within two (2) business days of receipt of the incident. Once the incident has been confirmed, ▇▇▇▇▇ Tyler shall use commercially reasonable efforts to resolve such support incidents, as well as cosmetic issues, with a future version release. If ▇▇▇▇▇ is unable Some support calls may require further analysis of the client’s database, processes or setup to resolve any priority level 1 diagnose a problem or 2 defect as listed above or to assist with a question. Tyler will, at its discretion, use an industry-standard remote support tool. Tyler’s support team must have the priority of an issue has elevated since initiation, you may escalate the incident ability to quickly connect to the appropriate resourceclient’s system and view the site’s setup, as outlined by each product diagnose problems, or assist with screen navigation. More information about the remote support team. The corresponding resource will meet with you and any ▇▇▇▇▇ staff to establish a mutually agreeable plan for addressing the defecttool Tyler uses is available upon request.

Incident Tracking. Every support incident is logged into ▇▇▇▇▇’▇ Customer Relationship Management System our management system and given a unique case incident number. This system tracks the history of each incident. The case incident tracking number is used to track and reference open issues when clients contact support. Clients may track incidents, using the case incident number, through the portal at ▇▇▇▇▇’▇ Customer Portal website or by calling software support directly. Each incident is assigned a priority level, which corresponds to the Clientclient’s needsneeds and deadlines. ▇▇▇▇▇ and the Client 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 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 ▇▇▇▇▇ and the Client client have successfully validated the reported Defect/support incident. Priority Level Characteristics of Support Incident Resolution Targets* 1 Critical Targets 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. ▇▇▇▇▇ shall provide an initial response to Priority Level 1 complete application failure or ▇▇▇▇▇ ▇ incidents within one (1) business hour of application unavailability; (b) receipt of the incident. Once the incident has been application failure or unavailability in confirmed, ▇▇▇▇▇ shall use commercially 1 one or more of the client’s remote reasonable efforts to resolve such support Critical location; or (c) systemic loss of incidents or provide a circumvention procedure multiple essential system functions. within one (1) business day. For non-hosted customers, ▇▇▇▇▇’▇ responsibility for lost or corrupted data is limited to assisting the Client 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. ▇▇▇▇▇ shall provide an initial response to Priority repeated, consistent failure of Level 2 incidents within four (4) business hours of essential functionality affecting more receipt of the incident. Once the incident has been than one user or (b) loss or corruption confirmed, ▇▇▇▇▇ shall use commercially 2 of data. reasonable efforts to resolve such support High incidents or provide a circumvention procedure within ten (10) business days. For non-hosted customers, ▇▇▇▇▇’▇ responsibility for loss or corrupted data is limited to assisting the Client client in restoring its last available database. Priority Level Characteristics of Support Incident Resolution Targets* 3 Medium Priority Level 1 incident with an existing circumvention procedure, or a Priority Level 2 incident that affects only one user or for which there is an existing circumvention procedure. ▇▇▇▇▇ shall provide an initial response to Priority Level 3 existing circumvention procedure, or ▇▇▇▇▇ ▇ incidents within one (1) business day of receipt of the incident. Once the incident has been confirmed, ▇▇▇▇▇ shall use commercially reasonable efforts to resolve such support incidents without the need for a circumvention procedure with the next published maintenance update or service pack, which shall occur at least quarterly. For non-hosted customers, ▇▇▇▇▇’▇ responsibility for lost or corrupted data is limited to assisting the Client in restoring its last available database. 4 Non- critical Support incident that causes failure of non- essential functionality or a cosmetic or other issue that does not qualify as any other Priority Level. ▇▇▇▇▇ shall provide an initial response to Priority Level 4 incidents within two (2) business days of receipt of the incident. Once the incident has been confirmed, ▇▇▇▇▇ shall use commercially reasonable efforts to resolve such support incidents, as well as cosmetic issues, with a future version release. If ▇▇▇▇▇ is unable to resolve any priority level 1 or 2 defect as listed above or the priority of an issue has elevated since initiation, you may escalate the incident to the appropriate resource, as outlined by each product support team. The corresponding resource will meet with you and any ▇▇▇▇▇ staff to establish a mutually agreeable plan for addressing the defect.of

Incident Tracking. Every support incident is logged into ▇▇▇▇▇’▇ Customer Relationship Management System and given a unique case number. This system tracks the history of each incident. The case number is used to track and reference open issues when clients contact support. Clients may track incidents, using the case number, through ▇▇▇▇▇’▇ Customer Portal or by calling software support directly. Each incident is assigned a priority level, which corresponds to the Client’s needs. ▇▇▇▇▇ 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 ▇▇▇▇▇ 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. ▇▇▇▇▇ shall provide an initial response to Priority Level 1 incidents within one (1) business hour of receipt of the incident. Once the incident has been confirmed, ▇▇▇▇▇ shall use commercially reasonable efforts to resolve such support incidents or provide a circumvention procedure within one (1) business day. For non-hosted customers, ▇▇▇▇▇’▇ responsibility for lost or corrupted data is limited to assisting the Client in restoring its last available database. Priority Level Characteristics of Support Incident Resolution Targets* 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. ▇▇▇▇▇ 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, ▇▇▇▇▇ shall use commercially reasonable efforts to resolve such support incidents or provide a circumvention procedure within ten (10) business days. For non-hosted customers, ▇▇▇▇▇’▇ responsibility for loss or corrupted data is limited to assisting the Client in restoring its last available database. Priority Level Characteristics of Support Incident Resolution Targets* 3 Medium Priority Level 1 incident with an existing circumvention procedure, or a Priority Level 2 incident that affects only one user or for which there is an existing circumvention procedure. ▇▇▇▇▇ shall provide an initial response to Priority Level 3 incidents within one (1) business day of receipt of the incident. Once the incident has been confirmed, ▇▇▇▇▇ shall use commercially reasonable efforts to resolve such support incidents without the need for a circumvention procedure with the next published maintenance update or service pack, which shall occur at least quarterly. For non-hosted customers, ▇▇▇▇▇’▇ responsibility for lost or corrupted data is limited to assisting the Client in restoring its last available database. 4 Non- critical Support incident that causes failure of non- non-essential functionality or a cosmetic or other issue that does not qualify as any other Priority Level. ▇▇▇▇▇ shall provide an initial response to Priority Level 4 incidents within two (2) business days of receipt of the incident. Once the incident has been confirmed, ▇▇▇▇▇ shall use commercially reasonable efforts to resolve such support incidents, as well as cosmetic issues, with a future version release. If ▇▇▇▇▇ is unable to resolve any priority level 1 or 2 defect as listed above or the priority of an issue has elevated since initiation, you may escalate the incident to the appropriate resource, as outlined by each product support team. The corresponding resource will meet with you and any ▇▇▇▇▇ staff to establish a mutually agreeable plan for addressing the defect.

Incident Tracking. Every support incident is logged into ▇▇▇▇▇’▇ Customer Relationship Management System our management system and given a unique case incident number. This system tracks the history of each incident. The case incident tracking number is used to track and reference open issues when clients contact support. Clients may track incidents, using the case incident number, through ▇▇▇▇▇’▇ Customer Portal the portal at Tyler’s website or by calling software support directly. Each incident is assigned a priority level, which corresponds to the Clientclient’s needsneeds and deadlines. ▇▇▇▇▇ Tyler and the Client 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 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 client have successfully validated the reported Defect/support incident. Priority Level Characteristics of Support Incident Resolution Targets* 1 Critical Targets 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 Level 1 complete application failure or ▇▇▇▇▇ ▇ incidents within one (1) business hour of application unavailability; (b) receipt of the incident. Once the incident has been application failure or unavailability in confirmed, ▇▇▇▇▇ Tyler shall use commercially 1 one or more of the client’s remote reasonable efforts to resolve such support Critical location; or (c) systemic loss of incidents or provide a circumvention procedure multiple essential system functions. within one (1) business day. For non-hosted customers, ▇▇▇▇▇’▇ Tyler’s responsibility for lost or corrupted data is limited to assisting the Client 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 repeated, consistent failure of Level 2 incidents within four (4) business hours of essential functionality affecting more receipt of the incident. Once the incident has been than one user or (b) loss or corruption confirmed, ▇▇▇▇▇ Tyler shall use commercially 2 of data. reasonable efforts to resolve such support High incidents or provide a circumvention procedure within ten (10) business days. For non-hosted customers, ▇▇▇▇▇’▇ Tyler’s responsibility for loss or corrupted data is limited to assisting the Client client in restoring its last available database. Priority Level Characteristics of Support Incident Resolution Targets* 3 Medium Priority Level 1 incident with an existing circumvention procedure, or a Priority Level 2 incident that affects only one user or for which there is an existing circumvention procedure. ▇▇▇▇▇ Tyler shall provide an initial response to Priority Level 3 existing circumvention procedure, or ▇▇▇▇▇ ▇ incidents within one (1) business day of receipt of the incident. Once the incident has been confirmed, ▇▇▇▇▇ shall use commercially reasonable efforts to resolve such support incidents without the need for a circumvention procedure with the next published maintenance update or service pack, which shall occur at least quarterly. For non-hosted customers, ▇▇▇▇▇’▇ responsibility for lost or corrupted data is limited to assisting the Client in restoring its last available database. 4 Non- critical Support incident that causes failure of non- essential functionality or a cosmetic or other issue that does not qualify as any other Priority Level. ▇▇▇▇▇ shall provide an initial response to Priority Level 4 incidents within two (2) business days of receipt of the incident. Once the incident has been confirmed, ▇▇▇▇▇ shall use commercially reasonable efforts to resolve such support incidents, as well as cosmetic issues, with a future version release. If ▇▇▇▇▇ is unable to resolve any priority level 1 or 2 defect as listed above or the priority of an issue has elevated since initiation, you may escalate the incident to the appropriate resource, as outlined by each product support team. The corresponding resource will meet with you and any ▇▇▇▇▇ staff to establish a mutually agreeable plan for addressing the defect.of

Incident Tracking. Every support incident is logged into ▇▇▇▇▇’▇ Tyler’s Customer Relationship Management System and given a unique case incident number. This system tracks the history of each incident. The case incident tracking number is used to track and reference open issues when clients contact support. Clients may track incidents, using the case incident number, through ▇▇▇▇▇’▇ Customer Portal the portal at Tyler’s website or by calling software support directly. Each incident is assigned a priority levelnumber, which corresponds to the Clientclient’s needsneeds and deadlines. ▇▇▇▇▇ and the Client will The client is responsible for reasonably set setting 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 client towards clearly understanding and communicating the importance of the issue and to describe generally expected response responses and resolution targets in the production environment only. References to a “confirmed support incident” mean that ▇▇▇▇▇ and the Client have successfully validated the reported Defect/support incidentresolutions. Priority Level Characteristics of Support Incident Resolution Targets* 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 Level 1 ▇▇▇▇▇ ▇ incidents within one (1) business hour of receipt of the support 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-non- hosted customers, ▇▇▇▇▇’▇ Tyler’s responsibility for lost or corrupted data Data is limited to assisting the Client 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 dataData. ▇▇▇▇▇ Tyler shall provide an initial response to Priority Level 2 incidents within four (4) business hours of receipt of the support 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-non- hosted customers, ▇▇▇▇▇’▇ Tyler’s responsibility for loss or corrupted data Data is limited to assisting the Client client in restoring its last available database. Priority Level Characteristics of Support Incident Resolution Targets* 3 Medium Priority Level 1 incident with an existing circumvention procedure, or a Priority Level 2 incident that affects only one user or for which there is an existing circumvention procedure. ▇▇▇▇▇ Tyler shall provide an initial response to Priority Level 3 ▇▇▇▇▇ ▇ incidents within one (1) business day of receipt of the support incident. Once the incident has been confirmed, ▇▇▇▇▇ Tyler shall use commercially reasonable efforts to resolve such support incidents without the need for a circumvention procedure with the next published maintenance update or service pack, which shall occur at least quarterly. For non-non- hosted customers, ▇▇▇▇▇’▇ Tyler’s responsibility for lost or corrupted data Data is limited to assisting the Client client in restoring its last available database. 4 Non- critical Support incident that causes failure of non- non-essential functionality or a cosmetic or other issue that does not qualify as any other Priority Level. ▇▇▇▇▇ Tyler shall provide an initial response to Priority Level 4 ▇▇▇▇▇ ▇ incidents within two (2) business days of receipt of the incidentdays. Once the incident has been confirmed, ▇▇▇▇▇ Tyler shall use commercially reasonable efforts to resolve such support incidents, as well as cosmetic issues, with a future version release. If ▇▇▇▇▇ is unable to resolve any priority level 1 or 2 defect as listed above or the priority Tyler Technology’s software support consists of an issue has elevated since initiation, you may escalate the incident to the appropriate resource, as outlined by each product support team. The corresponding resource will meet with you and any ▇▇▇▇▇ staff to establish a mutually agreeable plan for addressing the defect.four levels of personnel:

Incident Tracking. Every support incident is logged into ▇▇▇▇▇’▇ Customer Relationship Management System our management system and given a unique case incident number. This system tracks the history of each incident. The case incident tracking number is used to track and reference open issues when clients contact support. Clients may track incidents, using the case incident number, through ▇▇▇▇▇’▇ Customer Portal the portal at Tyler’s website or by calling software support directly. Each incident is assigned a priority level, which corresponds to the Clientclient’s needsneeds and deadlines. ▇▇▇▇▇ Tyler and the Client 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 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 client have successfully validated the reported Defect/support incident. Priority Level Characteristics of Support Incident Resolution Targets* 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 Level 1 ▇▇▇▇▇ ▇ 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 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 or corrupted data is limited to assisting the Client client in restoring its last available database. Priority Level Characteristics of Support Incident Resolution Targets* 3 Medium Priority Level 1 incident with an existing circumvention procedure, or a Priority Level 2 incident that affects only one user or for which there is an existing circumvention procedure. ▇▇▇▇▇ Tyler shall provide an initial response to Priority Level 3 ▇▇▇▇▇ ▇ incidents within one (1) business day of receipt of the incident. Once the incident has been confirmed, ▇▇▇▇▇ Tyler shall use commercially reasonable efforts to resolve such support incidents without the need for a circumvention procedure with the next published maintenance update or service pack, which shall occur at least quarterlymonthly. For non-non- hosted customers, ▇▇▇▇▇’▇ Tyler’s responsibility for lost or corrupted data is limited to assisting the Client client in restoring its last available database. 4 Non- critical Support incident that causes failure of non- essential functionality or a cosmetic or other issue that does not qualify as any other Priority Level. ▇▇▇▇▇ Tyler shall provide an initial response to Priority Level 4 ▇▇▇▇▇ ▇ incidents within two (2) business days of receipt of the incident. Once the incident has been confirmed, ▇▇▇▇▇ Tyler shall use commercially reasonable efforts to resolve such support incidents, as well as cosmetic issues, with a future version release. If ▇▇▇▇▇ is unable to resolve any priority level 1 or 2 defect as listed above or the priority Tyler Technologies’ software support consists of an issue has elevated since initiation, you may escalate the incident to the appropriate resource, as outlined by each product support team. The corresponding resource will meet with you and any ▇▇▇▇▇ staff to establish a mutually agreeable plan for addressing the defect.three types of personnel: