We at Tyler pride ourselves in providing quality client support across our many products and locations. Whether you are speaking with a support technician in Renton, WA or exchanging emails with a representative in Falmouth, ME, our goal is to consistently deliver the assistance that you need.
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, support recommendations, client feedback, requests for development quotes and resolution. In an effort to ensure consistency across our support organizations, all Tyler support incidents, regardless of product or location, will now follow a standard priority coding system. Beginning Tuesday June 1, all support incidents will be assigned one of the following priorities:
1 – Critical – issue is critical to the client, the Tyler application or process is down.
2 – High – issue is severe, but there is a work around the client can use.
3 – Medium – issue is non-severe support call from the client.
4 – Non-critical – issue is a low priority for the client and they would like to work with support as time permits.
New incidents reported on or after June 1 will use our new standard priority codes. Existing support incidents that have already been reported will be converted accordingly.
In addition to the priority change above, the status of Ref to Dev will now be Work Ticket. Existing support incidents that were status ‘Ref to Dev’ will be changed to ‘Work Ticket’.
If you have any questions or concerns regarding these changes, your Tyler client support representative will gladly assist you!