Attachments:
1. Maintenance And Support Level Agreement
2. Original Contract
3. Resolution
26 EXHIBIT 5: Maintenance and Support Level Agreement
Support Services
Tyler knows that satisfie
d clients
—
more than any other single factor
—
determine a company’s
ongoing success. We also recognize that support is a key component of customer satisfaction.
That’s why we provide our clients with support in a variety of ways. We want to ensure they maxim
ize their use of EDEN, receiving the best return on their investment.
Some companies contract out application support to a less -
knowledgeable third party. In
contrast, Tyler offers a complete solution, with all EDEN Customer Support Services provided by in
-
house expertise. Our mission is to become the industry leader in providing timely response and call closure to clients and on
-
site trainers, resulting in a high
-
level of client satisfaction.
The EDEN support solution includes the following services, descr ibed in detail in the sections
that follow:
EDEN Help Desk
Included with Annual Support
Software Development and Updates
Included with Annual Support
OSDBA Help Desk
Optional
Customer Care
Included with Annual Support
Disaster Recovery
Optional
Consul
ting Group
Optional
Web Page Customer Tools/Information Access
Included with Annual Support
Local Group Training
Optional
Local User Groups
Included with Annual Support
Annual Users Conference
Optional
EDEN Help Desk
Customer Support averages a
less t
han 1 hour response time on all priority 1 calls and a less than 3 hour response time on the remaining calls
, unless received at the end of the day; those calls are returned the next morning.
Focused by Application
EDEN Customer Support is divided into app
lication
-
specific teams, plus a separate team for
OSDBA (Operating System / Database Administration) contract clients. Application -
specific
27 teams allow a technician to focus on a group of applications and therefore offer more detailed support to our client
s.
Call Tracking and Priorities
Tyler records all client contacts in a Customer Response Management (CRM) system. This system tracks the history of each incident, including the person calling, time of the call, priority of the call, problem description, su
pport recommendations, client feedback, FERs (Fix or
Enhancement Requests) to Development, and resolution.
A priority is assigned to each call logged:
#
Description
Average
response time
1 Critical Issue
–
system is down
<
1 Hour
2 Severe issue, but there
is a work around
<2 Hours
3 Important issue
–
not severe
<4 Hours
4 Lowest priority issues
1 Business Day
For system applications, standard phone support coverage is from 5:00 AM to 6:00 PM (Pacific Standard Time) Monday through Friday. OSDBA Support
is available from
5:00 AM to 6:00 PM
(PST) Monday through Friday. The client can also contract with Tyler for support service outside of standard hours.
Call Escalation Process
Each day, Senior Technicians, Team Leaders, and Senior Analysts review open c
a
lls in their
focus area to monitor progress.
C
alls still open are reviewed periodically and escalated as required. The priority of a given call may be modified as Tyler becomes more informed about the circumstances surrounding an issue.
For example, a lowe
r priority call may become Priority
1 if research discovers a more critical
issue or a previously unknown deadline or penalty.
Remote Diagnostic Tool
Should Tyler need to access a client’s server to diagnose a problem, GoToAssist is used to share the clien
t’s desktop via the Internet. EDEN Support can temporarily assume control of the client’s desktop to show them how to use a program or how to find information in a report. In addition, the client can show the EDEN Help Desk how they are using EDEN and what
they are
experiencing. GoToAssist also supports the transfers of files, if necessary.
EDEN Support also
utilizes VPN connections working with SQL tools directly against database servers in the event of data issues.
28 Web / E
-
mail Support
Support is
availab
le from the EDEN Client Support section of
www.tylertech.com
.
Using our
website, a client can enter new support issues, manage existing issues and contact Support
personnel. EDEN offers the alternative of email support; however, because respon
se time may
be longer,
Tyler recommends that clients use e
-
mail for non
-
urgent support issues only.
OSDBA Help Desk
The EDEN OSDBA (Operating System / Database Administration) Department is configured as a separately billable service to Tyler clients on a contract bas is.
If the client opts for this service, a one
-
day analysis performed remotely by an OSDBA
technician is included. This analysis performs recommended EDEN and RDBMS (Relational Database Management System) tasks, including consistency checking, space evalua tions, data
space recovery, hard disk re
-
configuration, backup recovery verification, and system table updates. This establishes a stable base from which further system support can be provided.
The primary areas of provided services include:
Operating Syst
em Support
Basic OS System Administration
Cleaning up file systems
Printer installation & configuration assistance
Cash Station (POS) installation & configuration assistance
System backup configuration assistance
System recovery assistance
System transfer
services
RDBMS Database Software Support
RDBMS (Relational Database Management System) Administration assistance
RDBMS software upgrade installation assistance
Data recovery assistance
Connectivity software installation & configuration assistance
RDBMS tun
ing assistance
EDEN Software Support
Maintenance Release/Upgrade installation assistance
Additional OSDBA Services
Some of these services are available at no charge or for a minimal fee with your OSDBA contract:
29 EDEN Server System Maintenance
Remote System
Administrator Training
Server Transfer Service every two years
See the Product Brief for Consulting Group for more details.
Customer Care
Customer Care is a hands
-
on role dedicated to maximizing the customer satisfaction of Tyler Clients using the EDEN so
ftware solution.
The customer care team
is chartered with the responsibility of
staying in touch with the client base and understanding the generic and specific customer satisfaction issues. This will include organizing and making recommendations to EDEN
Management regarding
product improvements, and recommending business process or delivery practices improvement. The team
will identify and provide services/methods that will enhance the product knowledge and use of the Product by the installed base so th
at our Clients maximize their product leverage with minimal intervention required by Support or Training departments. Th is team also
provide
s
the focal point
for organizing local/regional user groups and will facilitate the inter -
agency communication of
E
DEN clients.
Web Page Customer Tools / Information Access
Like most Web sites,
www.tylertech.com
is designed to provide information to clients,
employees, and prospects.
One aspect that stands apart is a section called Customer Tools within EDEN Client Su pport.
This section provides valuable information of specific interest to the client base. For example, clients can:
Research server requirements and hardware installation instructions
Review and register to attend regional Group Training Seminars, the Ann ual User Conference, or
regional User Group Meetings
Download information about EDEN Releases, Online Manuals, Trouble Saving Tips, and Crystal Report templates
Log issues with the Support Department
Register for e
-
mail notification of support issues
Atten
d scheduled electronic meetings for training and product demonstrations
Local Group Training
The Consulting Group offers clients cost
-
effective group classes, scheduled at regular intervals, available at regional locations throughout the United States. The se training classes can:
Be a refresher on procedures run just once a year
Describe how to implement an advanced function
82093.00001\8555510.2
RESOLUTION NO. ___
A RESOLUTION OF THE CITY COUNCIL OF THE CITY OF WOODLAND
APPROVING EXTENDING AN EXISTING AGREEMENT WITH TYLER
TECHNOLOGIES, INC., FOR MAINTENANCE AND SUPPORT LEVEL
WHEREAS, the City of Woodland wishes to extend an existing agreement an additional one year with Tyler Technologies, Inc., for Maintenance and Support Level (“Agreement”); and WHEREAS, this agreement will be valid until June 30, 2023; and WHEREAS, the City Council wishes to approve the Agreement and authorize its execution through the adoption of this Resolution.
NOW, THEREFORE, BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF WOODLAND AS FOLLOWS:
Section 1. The City Council hereby approves the Agreement. The City Manager is hereby authorized and directed to execute the Agreement, subject to City Attorney approval. The City Attorney is hereby authorized to make clarifying and confirming changes so long as the total dollar amount authorized in the Agreement does not change.
Section 2. A copy of the Agreement is available and on file in the City Clerk’s office, and is incorporated herein by reference and made a part of this Resolution.
PASSED AND ADOPTED this ________ day of ___________ 2022, by the following vote:
AYES:
NOES:
ABSENT:
ABSTAIN:
______________________________
Mayra Vega, Mayor
ATTEST:
______________________________
Ana B. Gonzalez, City Clerk
TO: THE HONORABLE MAYOR AND CITY COUNCIL
AGENDA: City Council Regular Meeting
DATE: October 4, 2022
ITEM #: I.13
SUBJECT: Sister City Visit: La Piedad de Michoacan, Mexico
Recommendation for Action: Staff recommends that the City Council receive an update on the upcoming visit from its Sister City of La Piedad de Michoacan, Mexico.
Background:
The Woodland City Council named La Piedad, Michoacan, Mexico as its Sister City on February 15, 2005.
This designation recognizes that many Woodland residents have family ties to La Piedad, another community with a rich agricultural heritage and comparable in size. Since the inception of the sister city concept, the city of Woodland has worked to strengthen the relationship between the City of La Piedad and celebrate the rich heritage and culture that exists between both cities.
In 2005, a delegation from La Piedad visited the City of Woodland, led by former La Piedad Mayor Arturo Torres, and again in 2009, led by the late Mayor Ricardo Guzman. During these visits, there were multiple community events to celebrate their visit and the rich Mexican heritage shared by both cities. The interest in expanding the collaboration and exchange of ideas between both cities has been mutual. Each of the delegations who visited Woodland toured a variety of city, county, and state agencies and programs to learn about the technology and strategies used to support public safety, education, library services, local government, and clean water technology. Other important benefits include the donation of buses for the underserved population in La Piedad, the development of a teacher exchange program between the local university and Woodland Joint Unified School District, donation of computers, and sustainable agricultural techniques developed by the University of California Davis. In recent years, the city of La Piedad along with other local governments have made it a priority to help develop goals and strategies to build economic opportunities and develop environmental sustainability plans through educational, governmental, and business partnerships.
Discussion:
The City of Woodland will warmly welcome a delegation from La Piedad from October 12-15, 2022. At the Council meeting on October 4, Mayor Vega and Mayor Pro Tem Fernandez along with former Mayor Dr.
Artemio Pimentel will provide further details of the planned activities for the upcoming visit.
Conclusion
Staff recommends that the City Council receive an update on the upcoming visit from its Sister City of La Piedad de Michoacan, Mexico.
Attachments:
None