TSM Support For On-Premise Clients Who Do Not Own A TSM Contract

Owned by Knowledge Assistant
Last updated: Apr 28, 2023
2 min read
Description of Issue

TSM's support of on-premise clients without a TSM contract

Context
  • Non-TSM
  • TSM Support
  • TSM Contract
Cause

Clients who own a Tyler Systems Management (TSM) contract receive full TSM support services that fall under TSM criteria. On-premise clients, who do not own a TSM contract, may need need to submit a purchase order (PO) payment for support if an issue or request falls outside of TSM's limited free support.

Resolution

Free Support (for Non-Tyler Systems Management Sites)

     Non Tyler Systems Management clients may be entitled to free support if the issue is one of the following:

  • 4Js license issues
  • Gas Connections Issues
  • MIU Errors or questions
  • Munis Mobile Initial Install (should be installed by Deployment but if missed, covered by TSM - report to Deployment)
  • TCM Upgrades and Migrations
  • TCM SSL Certificate changes (needs documentation for Community, once available this is no longer covered)
  • TCM - Apache Tomcat Updates (needs documentation for Community, once available this is no longer covered)
  • Dashboard or HUB Upgrades
  • Munis Cubes - SQL Nightly Job Failures (start with Support team for data condition errors)
  • Munis Scheduler
  • SaaS Clients not-yet-live
  • Transparency
  • Uninstalling Adobe Central as a part of a Doc Origin Conversion
  • Sites in Implementation (Clients in the midst of Implementation, actively working with an Implementer or PM receive TSM services provided the Implementation team opens the case or reaches out to TSM Support.  The message to clients should not be all sites Implementing have full TSM Support at no charge.  RATIONAL:  We need to ensure Implementation projects move forward on schedule and anything TSM can do to support our partners in Implementation is encouraged.
  • EA clients who are having an issue with the Munis version they are testing
  • Product upgrades that currently have no client-facing documentation.
  • Work that should have been performed at the time of an upgrade

PAID Support (for Non-Munis Clients Tyler Systems Management Sites):

  • Admin Training always requires a PO for Non-TSM clients

Free Support (for Non-Munis Clients Tyler Systems Management Sites):

  • Sites who do not own Munis but use TPAR receive free support

Limited Free Support (for Non-Tyler Systems Management Sites)

  • Cashiering Upgrades to only the new versions, including configuring Vars and actually doing the deployment

Additional Information

TSM will always perform an initial review of an issue or request at no cost. However, if it is determined that it falls outside the scope of TSM's free support, then the client will be required to submit a PO of $500 for 4 hours of support