Prioritizing Support Cases based on SLA

How does Tyler Prioritize Support Cases?

• Client Support
• Online Support Incidents
• www.tylertech.com

Informational.

Case priority is based on the following Service-Level Agreement (SLA).

1. Critical - Issue is severe and requires immediate resolution. A critical issue is one where there is a complete work stoppage, or the loss of multiple essential system functions for all users.
   • Resolution - 1 day or less.
2. High - A high priority issue is one where there is a repeated, consistent failure of essential functionality affecting more than one user, or the loss or corruption of data. Your system is operational, but an essential piece of functionality is not working.
   • Resolution - 10 days or less.
3. Medium - Issue is non-severe.
   • Resolution - 30 days or less.
4. Non-critical - Issue is a lower priority and you will work with support as time permits.
   • Resolution - 60 days or less.

Please review the Technical Support Overview for Enterprise ERP located here: https://www.tylertech.com/EnterpriseERPSupportDocuments/Technical-Support-Overview-Enterprise-ERP.pdf

Please refer to our Master Article - Online Support Incidents for all additional topics.