Resolution

Reporting the Incident:

For standard declarations, Tyler has 24 hours (8 business hours) to restore critical processes in our hosted solution if a site has a current DR contract (included in hosted contracts). We will work to re-install services on-premise; once the client is ready to resume on-site processing, we will export the client’s data and install it on-premise.
Following standard declarations Tyler will work with the client to rebuild as soon as they are ready and provide the hardware to do so; the goal is to get clients back to on-premise within 30 days. Hosted clients can be reconnected as soon as they have secured a connection method.

Security Event:

Upon declaration of a security event, please follow the policy here: Security Incident

Recording the Incident:

When an event occurs that causes your Tyler product system to fail, you should immediately contact Tyler Product Support and open a critical support case. Tyler Support will work with you to help resolve any immediate issues that might be causing your initial outage. If it is determined while working with Tyler Support that the disaster event will not be resolved in an acceptable timeframe, your site may declare a disaster. Tyler Support will escalate to the Tyler Disaster Recovery Support (TDRS) Team to begin the declaration procedures.

Tyler will create a ticket in CRM to track the progress of the event. It is important to have the ticket assigned to an available client contact.
Tyler will open up a Sev-1 (If hosted) to include Hosting Services, Deployment Support, Disaster Recovery (DR) Support, Information Technology Security Offices (ITSO) and others if needed and track the progression of the resolution.
Tyler will open up TEAMs channel to track progress.

Connecting to the LessVPN or AWS site:

Tyler will provide instructions for client connections to hosted DR environments.

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