After hours escalations for EERP TSM SaaS

Owned by Knowledge Assistant
Last updated: Dec 20, 2024 by Moriah Yorkey
1 min read
Description of Issue

SaaS hosted Site is experiencing a critical outage outside of normal hours and requires support

Context

  • EERP

  • Time & Attendance

  • SaaS

  • On Call 

Cause

No one is available at the TSM support line and there is a critical outage that requires support

Resolution

To access afterhours support:

  1. Call in to the EERP TSM SaaS support number 248-602-3783 during Closed business Hours.

  2. Press 3 for EERP Support. 

  3. Press 8 for Tyler System Management. 

  4. Press 2 for TSM Saas Support.

  5. Press 2 For an Emergency Support Afterhours.

When calling, please be prepared to provide:

  • Your name

  • Contact information

  • Site that you are calling from

  • Brief description of the issue

The On Call technicians will receive a SMS page with this information and will reach out to you for additional information.

Note: On Call staff does not actively monitor the team queue outside of the published hours of operation defined in the Technical Services Overview document.  Any support requests of On Call staff must follow the procedure defined in the Resolution field of this article. The On Call technician will receive a page with this information and may be able to begin remediation work or may reach out to you for additional information.  Please allow at least an hour for your first update.

Additional Information

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