1 odyssey a tyler courts & justice solution Real Value Every Day Support Services that maximize your Odyssey investment
2 Our promise: predictable pricing, industry-leading technology and reliable performance A Reliable Partner Service. It is at the core of what you do and it is at the core of what Tyler Technology stands for. A foundation of proven technology, sound business operations and a service and support offering second to none help us to provide an outstanding client experience from development to the courtroom. Tyler s Odyssey product suite gives you not only a solution with end-to-end services and support, but also a reliable partner for the long term. This starts immediately and continues through project implementation and all the years you use Odyssey. A key to the value of support services is continued access to the most current technology. Our large staff of engineers continuously and exhaustively evaluates new technologies and integrates the best of them into Odyssey. Tyler assumes the risk and the expense of new technology evaluation so you can focus your IT resources on other projects. We deliver new technology through ongoing product updates and enhancements. Since every software product has an expected lifecycle, our goal is to protect and extend your initial investment in Odyssey by enabling you to move to future generations of Odyssey without making another significant investment in license fees. Your initial investment in Odyssey will continue to pay off for decades to come. Of the number of qualified analysts and representatives I ve dealt with, each individual has represented Tyler Technologies with the utmost professionalism and courtesy. Any employer would be more than pleased to have such a competent, professional, while courteous and personal group of people representing them. Steve Roles, Information Systems Specialist for the City of Junction City, Kansas
3 Our Expertise Supports Your Success Not only is public sector our sole business, many of our employees from sales to development and implementation have worked in offices just like yours. Our products and services are developed from client feedback and our employees first-hand knowledge of what you do on a day-to-day basis. That is why we believe that our support solutions will dramatically increase the quality of your experience with Odyssey. Standard and Optional Services Available From standard support for all clients to optional services for clients with specific needs, our support offerings will help you maximize your Odyssey investment. This includes extensive standard support services like 24x7 emergency support, a personal support representative, application and technical help desk and free online training webinars, as well as add-on services like disaster recovery. Customer Satisfaction* Event Response 92% TYLEr Enterprise Software Companies 72% * Based on Technology Services Industry Association benchmark survey. Results reflect Tyler Technologies versus enterprise software companies with comparable annual revenue.
4 The Services We Provide Tyler provides a wide range of valuable support services and resources that empower clients who stay current with their maintenance program. Our standard support offerings focus on items like real-time help-desk and related services that solve Odyssey clients immediate needs. These support services are response-driven, governed by SLAs (Service Level Agreements) and are always aligned with our commitment to provide you with predictable pricing, technologically current products and reliable performance throughout the life of your Odyssey Investment. Included in Tyler s annual support fees are the following standard support services available to all clients: A Help Desk with a Single Point of Contact When clients have a question, a problem, or are just trying to figure out a better way of doing something, their Odyssey Personal Support Representative (PSR) is the person they call. Each of our clients has a PSR who is knowledgeable about that client s account. In addition to general questions, PSRs can help with day-to-day training, problem identification and escalation of application-related issues. And when the PSR doesn t have the answer, they have quick and easy access to experts on specific areas of the Odyssey product line so questions and problems are resolved quickly with 80% of incidents resolved in one business day. Technical Help Desk Support Tyler-certified environments are fully supported and include remote assistance for Odyssey applications. Tyler can also provide support and consulting services for client infrastructure, components and user desktops as they relate to Odyssey. Coverage also includes a consultation on Odyssey requirements and best practices. * Tyler s Support Center hours: 7 a.m. 7 p.m. CST, Monday Friday. Clients can reach the Tyler Help Desk via phone, or Web.
5 Support When You Need It 24/7 Emergency Support Tyler Technologies offers a toll-free number for emergency issues that occur outside of normal support hours, including any incident that renders your system unusable for daily critical processes. Emergency Support provides diagnosis and resolution of catastrophic system issues such as total application failure and system-wide inability to log in. Weeknights, weekends, and holidays are all included. Saturday Technical Support Included in your standard agreement, you will have access to Tyler s Support Center from 8:00 a.m. to 5:00 p.m. CST on one pre-scheduled Saturday each month, to assist you with maintenance and upgrades. Legislative Updates Support Tyler continually stays abreast of legislative changes that affect you. Legislative-based application updates that modify existing functionality, such as changes to reporting, templates and fee calculations are key to ensuring that your agency is in compliance. Managing Critical Issues Tyler has developed a methodical process to ensure critical issues are brought to the forefront and addressed consistently for quick resolution. It begins with assigning cross-functional teams between organizations, and continues by creating and implementing a joint plan with well-defined expectations, prioritizing activities, defining milestones and monitoring progress. Our proven process ensures clients thrive with our support services assisting them every step of the way. Additional Benefits As part of the support package, we offer a variety of tools to enhance your Odyssey experience beginning with context-relevant online help and documentation. In addition, there is an active user community that includes regional and national user conferences and training events, as well as periodic free webinars that are permanently archived and available online. Certain features, like Enterprise Custom Reporting a feature that allows users to create custom reports without the added expense of an external report writer are available to clients on standard support without a license or additional maintenance fee. more THAN 80% of Service Incidents resolved in One Business Day phone 82% 83% 44% * TYLEr Enterprise Software Companies 43% * Based on Technology Services Industry Association benchmark survey. Results reflect Tyler Technologies versus enterprise software companies with comparable annual revenue.
6 Additional Services for Ultimate Support To provide the most robust and flexible support services to our clients, Tyler clients have the ability to tailor their support package. Please contact your support representative for more details and pricing about the following additional services. Support Account Manager (SAM) As your single point of contact for all Tyler support-related activities, your SAM will lead the joint creation of a strategic account support plan, provide recurring high-touch engagements with frequent on-site visits and act as a liaison between your organization and all Tyler departments while proactively driving your specific agenda items. Your SAM is completely committed to your success, and is equipped with a complete account view of your environment, including specific implementation, configuration and 3rd party integration information. Your SAM can also assist with release initiatives as well as ongoing management, prioritization, just in time training and knowledge sharing to improve your operations and procedures, and even escalation of your most pressing issues. Odyssey Disaster Recovery According to Symantec s fifth Annual Global IT Disaster Recovery survey, 93% of organizations have had to execute their disaster recovery plans. Now more than ever, contingency planning is critical to ensure your data is secure and to protect your operations against unforeseen interruptions. From nightly system back-ups, to the ability to restore and operate out of Tyler s data center via an Internet connection, we have a back-up and disaster recovery solution that is right for you. Additional Support for Clients with Statewide Installations Tyler s expanded support services includes consulting packages designed for the development of best practices and business processes to maximize their Odyssey investment, additional training and highly optimized system configuration guidance. Legislative Updates Support Tyler continually stays abreast of legislative changes that affect you. Legislative-based application updates that modify existing functionality, such as changes to reporting, templates and fee calculations are key to ensuring that your agency is in compliance.
7 Protecting Your Investment for the Future Tyler commits extensive resources to researching and integrating new technology, as well as to incorporating new features and client requests into our products. This ensures Odyssey is always getting better, and your investment in Odyssey will pay off for years to come. Perpetual License Philosophy Tyler is committed delivering of predictable pricing, technologically current products and reliable performance. One of the ways we accomplish this is with a perpetual license model, which simply means that as long as your annual support fees are current you are entitled to continual Odyssey product upgrades and enhancements and you will never have to pay another license fee on existing products. Next Generation Odyssey Current Product Implementation Limited License Fee Investment Updates Upgrades Improved Stability and Agility To ensure maximum agility and stability of the Odyssey code, Tyler has improved our Limited software architecture by Next controlling modifications to the core code and increasing dedicated resources to code License Fee Generation maintenance. We also optimize code management Investment practices through an annual release methodology and conduct Odyssey extensive testing to a clean patch process and faster troubleshooting. Updates Upgrades Odyssey Installation Manager Current Product Implementation Enhancements Enhancements As part of our standard support offerings, and to align with technology best practices, Tyler s Court & Justice Content Patches Releases Applications division has invested in a new, industry-leading software update delivery model. The Odyssey Installation Manager allows users to automatically install release and patch-level software updates via the Web 24/7 to ensure your software is up to date and operating at peak performance. Odyssey SPS Content Patches Releases Applications Odyssey SPS Odyssey Users
8 Software that thinks like you do. When you partner with Tyler, your investment goes a long way. We are more than just a vendor we re your long-term partner dedicated to providing you with mission-critical software and support that strengthens your courts and justice system. Not only are we continually enhancing our innovative software solutions, we re also dedicated to delivering industry-leading customer service and support. We take the trust you place in us very seriously and are committed to empowering your continued success. For more information regarding Tyler s Support Services, please contact us at: , OD-SS-BR For more information, visit The Tyler logo and design mark are registered trademarks of Tyler Technologies, Inc. 2011, all rights reserved.
BlackBerry Technical Support Services Your strategic support partner Support matters With mobile solutions increasingly driving essential business functions, even the smallest amount of downtime has the
ERP / EDI INTEGRATION METHODOLOGIES In-House versus Hosted A White Paper October 2007 Prepared by John Simmons ERP / EDI INTEGRATION METHODOLOGIES - In-House versus Hosted PREFACE...3 OVERVIEW...3 SELECTING
Choosing IT Service Management Software What to look for in an IT Service Management solution Monitor 24-7 Inc. www.monitor24-7.com email@example.com 1 416 410 2716 1 866 364 2757 Introduction Service
ITIL V3 Application Support Volume 1 Service Management For Application Support ITIL is a Registered Trade Mark and Community Trademark of the Office of Government and Commerce. This document may contain
BEST PRACTICES WHITE PAPER Measuring Success Service Desk Evaluation Guide for the Midsized Business: How to Choose the Right Service Desk Solution and Improve Your ROI Table of Contents INTRODUCTION...1
Liquidware Labs Customer Support Policy Version 2.0 Introduction This guide has been authored by experts at Liquidware Labs in order to provide information and guidance concerning Liquidware Labs Customer
A P P L I C A T I O N S A WHITE PAPER SERIES SYNTEL, A U.S.-BASED IT SERVICE PROVIDER WITH AN EXTENSIVE GLOBAL DELIVERY SERVICE, SUGGESTS SPECIFIC BEST PRACTICES FOR REDUCING COSTS AND IMPROVING BUSINESS
The Microsoft Office 365 Buyer s Guide for the Enterprise Guiding customers through key decisions relative to online communication and collaboration solutions. Version 2.0 April 2011 Note: The information
OVERVIEW OPTUS MANAGED SERVICES AND DELIVERY LETTING YOU GET ON WITH YOUR BUSINESS CONTENTS WELCOME TO OPTUS MANAGED SERVICES AND DELIVERY 01 A QUICK OVERVIEW 02 OUR SERVICES 03 WHAT IS INCLUDED IN MANAGED
ClickSoftware Copyright Notice Copyright 2008 ClickSoftware Technologies Ltd. All rights reserved. Publication Notice The information contained herein does not constitute a warranty of any kind. ClickSoftware
Maximizing the Performance of Your Software to Grow Your Business Our Commitment to Our Customers As a global leader in software, the team at Pitney Bowes Software (PBS) knows what it takes to make you
Professional Customer Services www.pcs-egypt.com Public Cloud Services S.A.E. We facilitate the complicated Your IT, Our Concern Public Cloud Services S.A.E. PCS 2014 - Page 1 PCS s Vision Our vision is
A White Paper from K-12 Technology Support Requirements To continuously improve the quality, depth and breadth of K-12 Technology Support - consider an opportunity to explore alternative models for providing
IBM Global Technology Services Business continuity and resiliency services from IBM Strengthen your business with cloud computing delivering greater resiliency and a more globally accessible environment
Five Hosted VoIP Features WHITEPAPER: hosted exchange BUYER S GUIDE www.megapath.com executive summary The adoption of cloud-based hosted services is gaining momentum among businesses interested in reducing
With hundreds of Help Desk software packages available, how do you choose the best one for your company? When conducting an Internet search, how do you wade through the overwhelming results? The answer
Outsourcing BI Maintenance Services With Inc. An Overview Outsourcing BI Maintenance Services Version 3.0 January 2006 With Inc. Version 3.0 May 2006 2006 by, Inc. 1 Table of Contents 1 INTRODUCTION...
TechConnect Support Your Trusted Resource for Knowledge and Support Take Advantage of Worldwide TechConnect Support Resources Each day, you face new challenges that can make it difficult to meet your production
Data Center Services Production Support Providing Call, Incident, and Change Management for customers throughout the Johns Hopkins Enterprise The Johns Hopkins Health Systems And The Johns Hopkins University
Comprehensive Consulting Solutions, Inc. Business Savvy. IT Smart. Disaster Recovery Planning An Overview White Paper Published: March 1999 (with revisions) An overview of the Disaster Recovery Planning
Product Overview for Windows Small Business Server 2011 December 2010 Abstract Microsoft offers Windows Small Business Servers as a business solution for small businesses by providing a simplified setup,