Tyler Responsibilities Sample Clauses
Tyler Responsibilities. 1.1 perform our maintenance and support obligations in a professional, good, and workmanlike manner, consistent with industry standards for SaaS, to resolve Defects in the Tyler Software (limited to the then- current version and the immediately prior version); provided, however, that if you or your Authorized Users modify the Tyler Software without our consent, our obligation to provide maintenance and support services on and warrant the Tyler Software will be void;
1.2 provide support during our established support hours;
1.3 maintain personnel that are sufficiently trained to be familiar with the Tyler Software in order to provide maintenance and support services;
1.4 keep your production environment on the then-current version or immediately prior version along with the appropriate documentation that we make generally available without additional charge; and
1.5 provide non-Defect resolution support of prior releases of the Tyler Software in accordance with our then- current release life cycle policy; and
1.6 provide help desk services to Authorized Users as set forth in this Exhibit C, Schedule 1.
Tyler Responsibilities. When ▇▇▇▇▇’▇ support team receives a call from a Stakeholder or Registered User that a Downtime has occurred or is occurring, it shall work with the Stakeholder or Registered User to identify the cause of the Downtime (including whether it may be the result of an Error Incident or Force Majeure) and also to resume normal operations. Upon timely receipt of a Downtime report, ▇▇▇▇▇ must compare that report to ▇▇▇▇▇’▇ own outage logs and support tickets to confirm that a Downtime for which ▇▇▇▇▇ was responsible indeed occurred. ▇▇▇▇▇ shall respond to the Downtime report within 30 day(s) of receipt. To the extent ▇▇▇▇▇ has confirmed Downtime for which ▇▇▇▇▇ is responsible, ▇▇▇▇▇ will provide OCA with the relief set forth below.
Tyler Responsibilities