2020-08-18 Ex 04
55 SE Third Avenue, Okeechobee, FL 34974
(863) 763-3372 / (863) 763-1686 Fax
City of Okeechobee
Date: for August 18 meeting
To: Marcos Montes De Oca, City Administrator
FR: India Riedel, Finance Department
RE: Contract for Services with Tyler Technologies, Inc.
Suggested Motion: To approve the contract for services with Tyler Technologies,
Inc. for Software and its implementation with an annual renewal maintenance with
an effective date of signing by both parties.
Background: Accounting software is included in the 2019-2020 FY Budget in the
amount of $120,000. Requesting approval of contract pricing in the amount of
$96,148.00, a 15% contingency of $14,422.00 and an additional $6,000.00 in
auxiliary equipment cost, for a total of $116,570.00.
We did not go out for formal bid, however we have completed 2 year s of research
to identify the best accounting programs which would fit well with our City’s
needs and requirements. This Software includes Accounting, Purchasing,
Personnel, Building Permitting, Business Tax Receipts, Online application for
Permitting and Business Tax, Online payments, and MyCivic for pushouts to
citizens (this module may be covered under CARES).
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LICENSE AND SERVICES AGREEMENT
This License and Services Agreement is made between Tyler Technologies, Inc. and Client.
WHEREAS, Client selected Tyler to license the software products and perform the services set forth in
the Investment Summary and Tyler desires to perform such actions under the terms of this Agreement;
NOW THEREFORE, in consideration of the foregoing and of the mutual covenants and promises set forth
in this Agreement, Tyler and Client agree as follows:
SECTION A – DEFINITIONS
“Agreement” means this License and Services Agreement.
“Business Travel Policy” means our business travel policy. A copy of our current Business Travel
Policy is attached as Schedule 1 to Exhibit B.
“Client” means the City of Okeechobee, Florida.
“Defect” means a failure of the Tyler Software to substantially conform to the functional
descriptions set forth in our written proposal to you, or their functional equivalent. Future
functionality may be updated, modified, or otherwise enhanced through our maintenance and
support services, and the governing functional descriptions for such future functionality will be
set forth in our then-current Documentation.
“Developer” means a third party who owns the intellectual property rights to Third Party
Software.
“Documentation” means any online or written documentation related to the use or
functionality of the Tyler Software that we provide or otherwise make available to you, including
instructions, user guides, manuals and other training or self-help documentation.
“Effective Date” means the date by which both your and our authorized representatives have
signed the Agreement.
“Force Majeure” means an event beyond the reasonable control of you or us, including, without
limitation, governmental action, war, riot or civil commotion, fire, natural disaster, or any other
cause that could not with reasonable diligence be foreseen or prevented by you or us.
“Investment Summary” means the agreed upon cost proposal for the software, products, and
services attached as Exhibit A.
“Invoicing and Payment Policy” means the invoicing and payment policy. A copy of our current
Invoicing and Payment Policy is attached as Exhibit B.
“Maintenance and Support Agreement” means the terms and conditions governing the
provision of maintenance and support services to all of our customers. A copy of our current
Maintenance and Support Agreement is attached as Exhibit C.
“Statement of Work” means the industry standard implementation plan describing how our
professional services will be provided to implement the Tyler Software, and outlining your and
our roles and responsibilities in connection with that implementation. The Statement of Work is
attached as Exhibit F.
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“Support Call Process” means the support call process applicable to all of our customers who
have licensed the Tyler Software. A copy of our current Support Call Process is attached as
Schedule 1 to Exhibit C.
“Third Party Hardware” means the third party hardware, if any, identified in the Investment
Summary.
“Third Party Products” means the Third Party Software and Third Party Hardware.
“Third Party Services” means the third party services, if any, identified in the Investment
Summary.
“Third Party Software” means the third party software, if any, identified in the Investment
Summary.
“Third Party Terms” means, if any, the end user license agreement(s) or similar terms for the
Third Party Software, as applicable.
“Tyler” means Tyler Technologies, Inc., a Delaware corporation.
“Tyler Software” means our proprietary software, including any integrations, custom
modifications, and/or other related interfaces identified in the Investment Summary and
licensed by us to you through this Agreement.
“we”, “us”, “our” and similar terms mean Tyler.
“you” and similar terms mean Client.
SECTION B – SOFTWARE LICENSE
1. License Grant and Restrictions.
1.1 We grant to you a license to use the Tyler Software for your internal business purposes only, in
the scope of the internal business purposes disclosed to us as of the Effective Date. You may
make copies of the Tyler Software for backup and testing purposes, so long as such copies are
not used in production and the testing is for internal use only. Your rights to use the Tyler
Software are perpetual but may be revoked if you do not comply with the terms of this
Agreement.
1.2 Without limiting the terms of Section 1.1, you understand and agree that the MyCivic module
set forth in the Investment Summary is licensed to you on a subscription basis. If you do not pay
the required annual fee in accordance with the Invoicing and Payment Policy, your license to use
the associated module will be suspended unless and until payment in full has been made.
1.3 The Documentation is licensed to you and may be used and copied by your employees for
internal, non-commercial reference purposes only.
1.4 You may not: (a) transfer or assign the Tyler Software to a third party; (b) reverse engineer,
decompile, or disassemble the Tyler Software; (c) rent, lease, lend, or provide commercial
hosting services with the Tyler Software; or (d) publish or otherwise disclose the Tyler Software
or Documentation to third parties.
1.5 The license terms in this Agreement apply to updates and enhancements we may provide to you
or make available to you through your Maintenance and Support Agreement.
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1.6 The right to transfer the Tyler Software to a replacement hardware system is included in your
license. You will give us advance written notice of any such transfer and will pay us for any
required or requested technical assistance from us associated with such transfer.
1.7 Where applicable with respect to our applications that take or process card payment data, we
are responsible for the security of cardholder data that we possess, including functions relating
to storing, processing, and transmitting of the cardholder data and affirm that, as of the
Effective Date, we comply with applicable requirements to be considered PCI DSS compliant and
have performed the necessary steps to validate compliance with the PCI DSS. We agree to
supply the current status of our PCI DSS compliance program in the form of an official
Attestation of Compliance, which can be found at https://www.tylertech.com/about-
us/compliance, and in the event of any change in our status, will comply with applicable notice
requirements.
1.8 We reserve all rights not expressly granted to you in this Agreement. The Tyler Software and
Documentation are protected by copyright and other intellectual property laws and treaties.
We own the title, copyright, and other intellectual property rights in the Tyler Software and the
Documentation. The Tyler Software is licensed, not sold.
2. License Fees. You agree to pay us the license fees in the amounts set forth in the Investment
Summary. Those amounts are payable in accordance with our Invoicing and Payment Policy.
3. Escrow. We maintain an escrow agreement with a third party under which we place the source
code for each major release of the Tyler Software. You may be added as a beneficiary to the escrow
agreement by completing a standard beneficiary enrollment form and paying the applicable annual
beneficiary fee. You will be responsible for maintaining your ongoing status as a beneficiary,
including payment of the then-current annual beneficiary fees. Release of source code for the Tyler
Software is strictly governed by the terms of the escrow agreement.
4. Limited Warranty. We warrant that the Tyler Software will be without Defect(s) as long as you have
a Maintenance and Support Agreement in effect. If the Tyler Software does not perform as
warranted, we will use all reasonable efforts, consistent with industry standards, to cure the Defect
as set forth in the Maintenance and Support Agreement.
SECTION C – PROFESSIONAL SERVICES
1. Services. We will provide you the various implementation-related services itemized in the
Investment Summary and described in the Statement of Work.
2. Professional Services Fees. You agree to pay us the professional services fees in the amounts set
forth in the Investment Summary. Those amounts are payable in accordance with our Invoicing and
Payment Policy. You acknowledge that the fees stated in the Investment Summary are good-faith
estimates of the amount of time and materials required for your implementation. We will bill you
the actual fees incurred based on the in-scope services provided to you. Any discrepancies in the
total values set forth in the Investment Summary will be resolved by multiplying the applicable
hourly rate by the quoted hours.
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3. Additional Services. The Investment Summary contains, and the Statement of Work describes, the
scope of services and related costs (including programming and/or interface estimates) required for
the project based on our understanding of the specifications you supplied. If additional work is
required, or if you use or request additional services, we will provide you with an addendum or
change order, as applicable, outlining the costs for the additional work. The price quotes in the
addendum or change order will be valid for thirty (30) days from the date of the quote.
4. Cancellation. We make all reasonable efforts to schedule our personnel for travel, including
arranging travel reservations, at least two (2) weeks in advance of commitments. Therefore, if you
cancel services less than two (2) weeks in advance (other than for Force Majeure or breach by us),
you will be liable for all (a) non-refundable expenses incurred by us on your behalf, and (b) daily fees
associated with cancelled professional services if we are unable to reassign our personnel. We will
make all reasonable efforts to reassign personnel in the event you cancel within two (2) weeks of
scheduled commitments.
5. Services Warranty. We will perform the services in a professional, workmanlike manner, consistent
with industry standards. In the event we provide services that do not conform to this warranty, we
will re-perform such services at no additional cost to you.
6. Site Access and Requirements. At no cost to us, you agree to provide us with full and free access to
your personnel, facilities, and equipment as may be reasonably necessary for us to provide
implementation services, subject to any reasonable security protocols or other written policies
provided to us as of the Effective Date, and thereafter as mutually agreed to by you and us. You
further agree to provide a reasonably suitable environment, location, and space for the installation
of the Tyler Software and any Third Party Products, including, without limitation, sufficient electrical
circuits, cables, and other reasonably necessary items required for the installation and operation of
the Tyler Software and any Third Party Products.
7. Client Assistance. You acknowledge that the implementation of the Tyler Software is a cooperative
process requiring the time and resources of your personnel. You agree to use all reasonable efforts
to cooperate with and assist us as may be reasonably required to meet the agreed upon project
deadlines and other milestones for implementation. This cooperation includes at least working with
us to schedule the implementation-related services outlined in this Agreement. We will not be
liable for failure to meet any deadlines and milestones when such failure is due to Force Majeure or
to the failure by your personnel to provide such cooperation and assistance (either through action
or omission).
8. Background Checks. For at least the past twelve (12) years, all of our employees have undergone
criminal background checks prior to hire. All employees sign our confidentiality agreement and
security policies.
SECTION D – MAINTENANCE AND SUPPORT
This Agreement includes the period of free maintenance and support services identified in the
Invoicing and Payment Policy. If you have purchased ongoing maintenance and support services,
and continue to make timely payments for them according to our Invoicing and Payment Policy, we
will provide you with maintenance and support services for the Tyler Software under the terms of
our standard Maintenance and Support Agreement.
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If you have opted not to purchase ongoing maintenance and support services for the Tyler Software,
the Maintenance and Support Agreement does not apply to you. Instead, you will only receive
ongoing maintenance and support on the Tyler Software on a time and materials basis. In addition,
you will:
(i) receive the lowest priority under our Support Call Process;
(ii) be required to purchase new releases of the Tyler Software, including fixes,
enhancements and patches;
(iii) be charged our then-current rates for support services, or such other rates that we may
consider necessary to account for your lack of ongoing training on the Tyler Software;
(iv) be charged for a minimum of two (2) hours of support services for every support call;
and
(v) not be granted access to the support website for the Tyler Software or the Tyler
Community Forum.
SECTION E – THIRD PARTY PRODUCTS
To the extent there are any Third Party Products set forth in the Investment Summary, the following
terms and conditions will apply:
1. Third Party Hardware. We will sell, deliver, and install onsite the Third Party Hardware, if you have
purchased any, for the price set forth in the Investment Summary. Those amounts are payable in
accordance with our Invoicing and Payment Policy.
2. Third Party Software. Upon payment in full of the Third Party Software license fees, you will receive
a non-transferable license to use the Third Party Software and related documentation for your
internal business purposes only. Your license rights to the Third Party Software will be governed by
the Third Party Terms.
2.1 We will install onsite the Third Party Software. The installation cost is included in the
installation fee in the Investment Summary.
2.2 If the Developer charges a fee for future updates, releases, or other enhancements to the Third
Party Software, you will be required to pay such additional future fee.
2.3 The right to transfer the Third Party Software to a replacement hardware system is governed by
the Developer. You will give us advance written notice of any such transfer and will pay us for
any required or requested technical assistance from us associated with such transfer.
3. Third Party Products Warranties.
3.1 We are authorized by each Developer to grant or transfer the licenses to the Third Party
Software.
3.2 The Third Party Hardware will be new and unused, and upon payment in full, you will receive
free and clear title to the Third Party Hardware.
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3.3 You acknowledge that we are not the manufacturer of the Third Party Products. We do not
warrant or guarantee the performance of the Third Party Products. However, we grant and pass
through to you any warranty that we may receive from the Developer or supplier of the Third
Party Products.
4. Third Party Services. If you have purchased Third Party Services, those services will be provided
independent of Tyler by such third-party at the rates set forth in the Investment Summary and in
accordance with our Invoicing and Payment Policy.
5. Maintenance. If you have a Maintenance and Support Agreement in effect, you may report defects
and other issues related to the Third Party Software directly to us, and we will (a) directly address
the defect or issue, to the extent it relates to our interface with the Third Party Software; and/or (b)
facilitate resolution with the Developer, unless that Developer requires that you have a separate,
direct maintenance agreement in effect with that Developer. In all events, if you do not have a
Maintenance and Support Agreement in effect with us, you will be responsible for resolving defects
and other issues related to the Third Party Software directly with the Developer.
SECTION F – INVOICING AND PAYMENT; INVOICE DISPUTES
1. Invoicing and Payment. We will invoice you for all fees set forth in the Investment Summary per our
Invoicing and Payment Policy, subject to Section F(2).
2. Invoice Disputes. If you believe any delivered software or service does not conform to the
warranties in this Agreement, you will provide us with written notice within thirty (30) days of your
receipt of the applicable invoice. The written notice must contain reasonable detail of the issues
you contend are in dispute so that we can confirm the issue and respond to your notice with either a
justification of the invoice, an adjustment to the invoice, or a proposal addressing the issues
presented in your notice. We will work with you as may be necessary to develop an action plan that
outlines reasonable steps to be taken by each of us to resolve any issues presented in your notice.
You may withhold payment of the amount(s) actually in dispute, and only those amounts, until we
complete the action items outlined in the plan. If we are unable to complete the action items
outlined in the action plan because of your failure to complete the items agreed to be done by you,
then you will remit full payment of the invoice. We reserve the right to suspend delivery of all
services, including maintenance and support services, if you fail to pay an invoice not disputed as
described above within fifteen (15) days of notice of our intent to do so.
SECTION G – TERMINATION
1. Termination. This Agreement may be terminated as set forth below. In the event of termination,
you will pay us for all undisputed fees and expenses related to the software, products, and/or
services you have received, or we have incurred or delivered, prior to the effective date of
termination. Disputed fees and expenses in all terminations other than your termination for cause
must have been submitted as invoice disputes in accordance with Section F(2).
1.1 For Cause. If you believe we have materially breached this Agreement, you will invoke the
Dispute Resolution clause set forth in Section I(3). You may terminate this Agreement for cause
in the event we do not cure, or create a mutually agreeable action plan to address, a material
breach of this Agreement within the thirty (30) day window set forth in Section I(3).
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1.2 Force Majeure. Either party has the right to terminate this Agreement if a Force Majeure event
suspends performance of this Agreement for a period of forty-five (45) days or more.
1.3 Lack of Appropriations. If you should not appropriate or otherwise receive funds sufficient to
purchase, lease, operate, or maintain the software or services set forth in this Agreement, you
may unilaterally terminate this Agreement upon thirty (30) days written notice to us. You will
not be entitled to a refund or offset of previously paid license and other fees. You agree not to
use termination for lack of appropriations as a substitute for termination for convenience.
SECTION H – INDEMNIFICATION, LIMITATION OF LIABILITY AND INSURANCE
1. Intellectual Property Infringement Indemnification.
1.1 We will defend you against any third party claim(s) that the Tyler Software or Documentation
infringes that third party’s patent, copyright, or trademark, or misappropriates its trade secrets,
and will pay the amount of any resulting adverse final judgment (or settlement to which we
consent). You must notify us promptly in writing of the claim and give us sole control over its
defense or settlement. You agree to provide us with reasonable assistance, cooperation, and
information in defending the claim at our expense.
1.2 Our obligations under this Section H(1) will not apply to the extent the claim or adverse final
judgment is based on your: (a) use of a previous version of the Tyler Software and the claim
would have been avoided had you installed and used the current version of the Tyler Software,
and we provided notice of that requirement to you; (b) combining the Tyler Software with any
product or device not provided, contemplated, or approved by us; (c) altering or modifying the
Tyler Software, including any modification by third parties at your direction or otherwise
permitted by you; (d) use of the Tyler Software in contradiction of this Agreement, including
with non-licensed third parties; or (e) willful infringement, including use of the Tyler Software
after we notify you to discontinue use due to such a claim.
1.3 If we receive information concerning an infringement or misappropriation claim related to the
Tyler Software, we may, at our expense and without obligation to do so, either: (a) procure for
you the right to continue its use; (b) modify it to make it non-infringing; or (c) replace it with a
functional equivalent, in which case you will stop running the allegedly infringing Tyler Software
immediately. Alternatively, we may decide to litigate the claim to judgment, in which case you
may continue to use the Tyler Software consistent with the terms of this Agreement.
1.4 If an infringement or misappropriation claim is fully litigated and your use of the Tyler Software
is enjoined by a court of competent jurisdiction, in addition to paying any adverse final
judgment (or settlement to which we consent), we will, at our option, either: (a) procure the
right to continue its use; (b) modify it to make it non-infringing; (c) replace it with a functional
equivalent; or (d) terminate your license and refund the license fees paid for the infringing Tyler
Software, as depreciated on a straight-line basis measured over seven (7) years from the
Effective Date. We will pursue those options in the order listed herein. This section provides
your exclusive remedy for third party copyright, patent, or trademark infringement and trade
secret misappropriation claims.
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2. General Indemnification.
2.1 We will indemnify and hold harmless you and your agents, officials, and employees from and
against any and all third-party claims, losses, liabilities, damages, costs, and expenses (including
reasonable attorney's fees and costs) for (a) personal injury or property damage to the extent
caused by our negligence or willful misconduct; or (b) our violation of PCI DSS requirements or a
law applicable to our performance under this Agreement. You must notify us promptly in
writing of the claim and give us sole control over its defense or settlement. You agree to
provide us with reasonable assistance, cooperation, and information in defending the claim at
our expense.
2.2 To the extent permitted by applicable law, you will indemnify and hold harmless us and our
agents, officials, and employees from and against any and all third-party claims, losses,
liabilities, damages, costs, and expenses (including reasonable attorney's fees and costs) for
personal injury or property damage to the extent caused by your negligence or willful
misconduct; or (b) your violation of a law applicable to your performance under this Agreement.
We will notify you promptly in writing of the claim and will give you sole control over its defense
or settlement. We agree to provide you with reasonable assistance, cooperation, and
information in defending the claim at your expense.
3. DISCLAIMER. EXCEPT FOR THE EXPRESS WARRANTIES PROVIDED IN THIS AGREEMENT AND TO
THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, WE HEREBY DISCLAIM ALL OTHER
WARRANTIES AND CONDITIONS, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING, BUT
NOT LIMITED TO, ANY IMPLIED WARRANTIES, DUTIES, OR CONDITIONS OF MERCHANTABILITY OR
FITNESS FOR A PARTICULAR PURPOSE.
4. LIMITATION OF LIABILITY. EXCEPT AS OTHERWISE EXPRESSLY SET FORTH IN THIS AGREEMENT,
OUR LIABILITY FOR DAMAGES ARISING OUT OF THIS AGREEMENT, WHETHER BASED ON A THEORY
OF CONTRACT OR TORT, INCLUDING NEGLIGENCE AND STRICT LIABILITY, SHALL BE LIMITED TO
YOUR ACTUAL DIRECT DAMAGES, NOT TO EXCEED (A) PRIOR TO FORMAL TRANSITION TO
MAINTENANCE AND SUPPORT, THE TOTAL ONE-TIME FEES SET FORTH IN THE INVESTMENT
SUMMARY; OR (B) AFTER FORMAL TRANSITION TO MAINTENANCE AND SUPPORT, THE THEN-
CURRENT ANNUAL MAINTENANCE AND SUPPORT FEE. THE PARTIES ACKNOWLEDGE AND AGREE
THAT THE PRICES SET FORTH IN THIS AGREEMENT ARE SET IN RELIANCE UPON THIS LIMITATION
OF LIABILITY AND TO THE MAXIMUM EXTENT ALLOWED UNDER APPLICABLE LAW, THE EXCLUSION
OF CERTAIN DAMAGES, AND EACH SHALL APPLY REGARDLESS OF THE FAILURE OF AN ESSENTIAL
PURPOSE OF ANY REMEDY. THE FOREGOING LIMITATION OF LIABILITY SHALL NOT APPLY TO
CLAIMS THAT ARE SUBJECT TO SECTIONS H(1) AND H(2).
5. EXCLUSION OF CERTAIN DAMAGES. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW,
IN NO EVENT SHALL WE BE LIABLE FOR ANY SPECIAL, INCIDENTAL, PUNITIVE, INDIRECT, OR
CONSEQUENTIAL DAMAGES WHATSOEVER, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY
OF SUCH DAMAGES.
6. Insurance. During the course of performing services under this Agreement, we agree to maintain
the following levels of insurance: (a) Commercial General Liability of at least $1,000,000; (b)
Automobile Liability of at least $1,000,000; (c) Professional Liability of at least $1,000,000; (d)
Workers Compensation complying with applicable statutory requirements; and (e) Excess/Umbrella
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Liability of at least $5,000,000. We will add you as an additional insured to our Commercial General
Liability and Automobile Liability policies, which will automatically add you as an additional insured
to our Excess/Umbrella Liability policy as well. We will provide you with copies of certificates of
insurance upon your written request.
SECTION I – GENERAL TERMS AND CONDITIONS
1. Additional Products and Services. You may purchase additional products and services at the rates
set forth in the Investment Summary for twelve (12) months from the Effective Date, and thereafter
at our then-current list price, by executing a mutually agreed addendum. If no rate is provided in
the Investment Summary, or those twelve (12) months have expired, you may purchase additional
products and services at our then-current list price, also by executing a mutually agreed addendum.
The terms of this Agreement will control any such additional purchase(s), unless otherwise
specifically provided in the addendum.
2. Optional Items. Pricing for any listed optional products and services in the Investment Summary will
be valid for twelve (12) months from the Effective Date.
3. Dispute Resolution. You agree to provide us with written notice within thirty (30) days of becoming
aware of a dispute. You agree to cooperate with us in trying to reasonably resolve all disputes,
including, if requested by either party, appointing a senior representative to meet and engage in
good faith negotiations with our appointed senior representative. Senior representatives will
convene within thirty (30) days of the written dispute notice, unless otherwise agreed. All meetings
and discussions between senior representatives will be deemed confidential settlement discussions
not subject to disclosure under Federal Rule of Evidence 408 or any similar applicable state rule. If
we fail to resolve the dispute, then the parties shall participate in non-binding mediation in an effort
to resolve the dispute. If the dispute remains unresolved after mediation, then either of us may
assert our respective rights and remedies in a court of competent jurisdiction. Nothing in this
section shall prevent you or us from seeking necessary injunctive relief during the dispute resolution
procedures.
4. Taxes. The fees in the Investment Summary do not include any taxes, including, without limitation,
sales, use, or excise tax. If you are a tax-exempt entity, you agree to provide us with a tax-exempt
certificate. Otherwise, we will pay all applicable taxes to the proper authorities and you will
reimburse us for such taxes. If you have a valid direct-pay permit, you agree to provide us with a
copy. For clarity, we are responsible for paying our income taxes, both federal and state, as
applicable, arising from our performance of this Agreement.
5. Nondiscrimination. We will not discriminate against any person employed or applying for
employment concerning the performance of our responsibilities under this Agreement. This
discrimination prohibition will apply to all matters of initial employment, tenure, and terms of
employment, or otherwise with respect to any matter directly or indirectly relating to employment
concerning race, color, religion, national origin, age, sex, sexual orientation, ancestry, disability that
is unrelated to the individual's ability to perform the duties of a particular job or position, height,
weight, marital status, or political affiliation. We will post, where appropriate, all notices related to
nondiscrimination as may be required by applicable law.
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6. E-Verify. We have complied, and will comply, with the E-Verify procedures administered by the U.S.
Citizenship and Immigration Services Verification Division for all of our employees assigned to your
project.
7. Subcontractors. We will not subcontract any services under this Agreement without your prior
written consent, not to be unreasonably withheld.
8. Binding Effect; No Assignment. This Agreement shall be binding on, and shall be for the benefit of,
either your or our successor(s) or permitted assign(s). Neither party may assign this Agreement
without the prior written consent of the other party; provided, however, your consent is not
required for an assignment by us as a result of a corporate reorganization, merger, acquisition, or
purchase of substantially all of our assets.
9. Force Majeure. Except for your payment obligations, neither party will be liable for delays in
performing its obligations under this Agreement to the extent that the delay is caused by Force
Majeure; provided, however, that within ten (10) business days of the Force Majeure event, the
party whose performance is delayed provides the other party with written notice explaining the
cause and extent thereof, as well as a request for a reasonable time extension equal to the
estimated duration of the Force Majeure event.
10. No Intended Third Party Beneficiaries. This Agreement is entered into solely for the benefit of you
and us. No third party will be deemed a beneficiary of this Agreement, and no third party will have
the right to make any claim or assert any right under this Agreement. This provision does not affect
the rights of third parties under any Third Party Terms.
11. Entire Agreement; Amendment. This Agreement represents the entire agreement between you and
us with respect to the subject matter hereof, and supersedes any prior agreements, understandings,
and representations, whether written, oral, expressed, implied, or statutory. Purchase orders
submitted by you, if any, are for your internal administrative purposes only, and the terms and
conditions contained in those purchase orders will have no force or effect. This Agreement may only
be modified by a written amendment signed by an authorized representative of each party.
12. Severability. If any term or provision of this Agreement is held invalid or unenforceable, the
remainder of this Agreement will be considered valid and enforceable to the fullest extent
permitted by law.
13. No Waiver. In the event that the terms and conditions of this Agreement are not strictly enforced
by either party, such non-enforcement will not act as or be deemed to act as a waiver or
modification of this Agreement, nor will such non-enforcement prevent such party from enforcing
each and every term of this Agreement thereafter.
14. Independent Contractor. We are an independent contractor for all purposes under this Agreement.
15. Notices. All notices or communications required or permitted as a part of this Agreement, such as
notice of an alleged material breach for a termination for cause or a dispute that must be submitted
to dispute resolution, must be in writing and will be deemed delivered upon the earlier of the
following: (a) actual receipt by the receiving party; (b) upon receipt by sender of a certified mail,
return receipt signed by an employee or agent of the receiving party; (c) upon receipt by sender of
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proof of email delivery; or (d) if not actually received, five (5) days after deposit with the United
States Postal Service authorized mail center with proper postage (certified mail, return receipt
requested) affixed and addressed to the other party at the address set forth on the signature page
hereto or such other address as the party may have designated by proper notice. The consequences
for the failure to receive a notice due to improper notification by the intended receiving party of a
change in address will be borne by the intended receiving party.
16. Client Lists. You agree that we may identify you by name in client lists, marketing presentations, and
promotional materials.
17. Confidentiality. Both parties recognize that their respective employees and agents, in the course of
performance of this Agreement, may be exposed to confidential information and that disclosure of
such information could violate rights to private individuals and entities, including the parties.
Confidential information is nonpublic information that a reasonable person would believe to be
confidential and includes, without limitation, personal identifying information (e.g., social security
numbers) and trade secrets, each as defined by applicable state law. Each party agrees that it will
not disclose any confidential information of the other party and further agrees to take all reasonable
and appropriate action to prevent such disclosure by its employees or agents. The confidentiality
covenants contained herein will survive the termination or cancellation of this Agreement. This
obligation of confidentiality will not apply to information that:
(a) is in the public domain, either at the time of disclosure or afterwards, except by breach of
this Agreement by a party or its employees or agents;
(b) a party can establish by reasonable proof was in that party's possession at the time of initial
disclosure;
(c) a party receives from a third party who has a right to disclose it to the receiving party; or
(d) is the subject of a legitimate disclosure request under the open records laws or similar
applicable public disclosure laws governing this Agreement; provided, however, that in the
event you receive an open records or other similar applicable request, you will give us
prompt notice and otherwise perform the functions required by applicable law.
18. Business License. In the event a local business license is required for us to perform services
hereunder, you will promptly notify us and provide us with the necessary paperwork and/or contact
information so that we may timely obtain such license.
19. Governing Law. This Agreement will be governed by and construed in accordance with the laws of
your state of domicile, without regard to its rules on conflicts of law.
20. Multiple Originals and Authorized Signatures. This Agreement may be executed in multiple
originals, any of which will be independently treated as an original document. Any electronic, faxed,
scanned, photocopied, or similarly reproduced signature on this Agreement or any amendment
hereto will be deemed an original signature and will be fully enforceable as if an original signature.
Each party represents to the other that the signatory set forth below is duly authorized to bind that
party to this Agreement.
21. Cooperative Procurement. To the maximum extent permitted by applicable law, we agree that this
Agreement may be used as a cooperative procurement vehicle by eligible jurisdictions. We reserve
the right to negotiate and customize the terms and conditions set forth herein, including but not
12
limited to pricing, to the scope and circumstances of that cooperative procurement.
22. Contract Documents. This Agreement includes the following exhibits:
Exhibit A Investment Summary
Exhibit B Invoicing and Payment Policy
Schedule 1: Business Travel Policy
Exhibit C Maintenance and Support Agreement
Schedule 1: Support Call Process
Exhibit D Web Services – Hosted Application Terms
Exhibit E Disaster Recovery Agreement
Exhibit F Statement of Work
IN WITNESS WHEREOF, a duly authorized representative of each party has executed this Agreement as
of the date(s) set forth below.
Tyler Technologies, Inc. City of Okeechobee
By: By:
Name: Name:
Title: Title:
Date: Date:
Address for Notices: Address for Notices:
Tyler Technologies, Inc. City of Okeechobee
One Tyler Drive 55 SE 3rd Avenue
Yarmouth, ME 04096 Okeechobee, FL 34974
Attention: Chief Legal Officer Attention: ______________________________
Exhibit A
1
Exhibit A
Investment Summary
The following Investment Summary details the software, products, and services to be delivered by us to
you under the Agreement. This Investment Summary is effective as of the Effective Date. Capitalized
terms not otherwise defined will have the meaning assigned to such terms in the Agreement.
REMAINDER OF PAGE INTENTIONALLY LEFT BLANK
Quoted By:Mike Lesher
Quote Expiration: 12/30/2019
Quote Name: City of Okeechobee LGD -
Quote Number: 2019-88853-2
Quote Description: On premise
Sales Quotation For
City of Okeechobee
55 SE 3rd Ave
Okeechobee , FL 34974-2903
Phone: +1 (863) 763-3372
Tyler Software and Related Services
Description License Impl Hours Impl Cost Data Conversion Module Total Maintenance
Financial Management Suite
Core Financials $12,995 116 $12,180 $3,670 $28,845 $3,249
Purchasing $4,301 16 $1,680 $0 $5,981 $1,075
Fixed Assets $1,375 12 $1,260 $0 $2,635 $344
Personnel Management Suite
Personnel Management (Includes Position Budgeting) $10,995 92 $9,660 $3,420 $24,075 $2,749
Customer Relationship Management Suite
Cashiering $3,000 28 $2,940 $0 $5,940 $750
Tyler Content Manager
Tyler Content Manager Standard Edition (TCM SE) $4,244 0 $0 $0 $4,244 $0
Sub-Total: $36,910 $27,720 $7,090 $71,720 $8,167
Less Discount: $20,579 $2,000 $1,634
TOTAL: $16,331 264 $27,720 $5,090 $49,141 $6,533
Tyler Software and Related Services - Annual One Time Fees
Description Impl. Hours Impl. Cost Data Conversion # Years Annual Fee
Personnel Management Suite
Employee Self Service (Employee Portal) ( 50 ) 16 $1,680 $0 $0
Benefits Enrollment 12 $1,260 $0 $1,320
Employee Self Service 28 $2,940 $0 $994
Customer Relationship Management Suite
EasyPay Online Payment Component 0 $0 $0 $0
Community Development
Permitting Online Component 0 $0 $0 $720
Licensing Online Component 0 $0 $0 $720
Permitting 40 $4,200 $0 $2,000
License 32 $3,360 $0 $2,000
MyCivic
2019-88853-2 -On premise CONFIDENTIAL 1 of 3
Exhibit A
MyCivic Citizen Engagement & 311 Bundle 0 $0 $0 $3,600
Tyler Hosted Applications
Tyler U 0 $0 $0 $694
Tyler Network Services
Disaster Recovery Services 0 $0 $0 $1,041
Basic Network Services 0 $0 $0 $765
Sub-Total: $13,440 $0 $13,854
TOTAL:128 $13,440 $0 0 $13,854
Other Services
Description Quantity Unit Price Extended Price Maintenance
MyCivic 311 - Implementation Fee 1 $1,500 $1,500 $0
Project Management 1 $5,000 $5,000 $0
TOTAL: $6,500 $0
Summary One Time Fees Recurring Fees
Total Tyler Software $16,331 $6,533
Total Tyler Annual $0 $13,854
Total Tyler Services $59,430 $0
Total Third Party Hardware, Software and Services $0 $0
Summary Total $75,761 $20,387
Detailed Breakdown of Conversions (Included in contract total)
Description Hours Unit Price Programming Fee Extended Price
Financial Management Suite
General Ledger Master $1,000 $1,000
Accounts Payable Master 4 $105 $1,250 $1,670
General Ledger History $500 $500
Accounts Payable History $500 $500
Personnel Management Suite
Personnel Management -Payroll Master 4 $105 $2,000 $2,420
Personnel Management -Payroll History $1,000 $1,000
Customer Relationship Management Suite
Business License - Master 8 $105 $2,500 $3,340
Building Project -Master 8 $105 $2,500 $3,340
Less Discount: $2,000
Total: $11,770
2019-88853-2 -On premise CONFIDENTIAL 2 of 3
Exhibit A
- Travel costs for Tyler staff during deployment are not included in the totals above and will be billed based on IRS per diem rates.
-Travel Expenses will be billed as incurred according to Tyler's standard business travel policy.
-Core Financials includes general ledger, budget prep, bank recon, AP, Express, CellSense, a standard forms pkg, output director,
positive pay, secure signatures (qty 2).
-General Ledger conversions include Chart of Accounts - additional fee for historical views.
-Accounts Payable conversions include Vendor Master Only - additional fee for historical views.
-Personnel Management/Payroll conversions include employee master information. This includes master record, addresses, contact
and dependent information, state and federal tax setup, direct deposit information, as well as state specific retirement. Additional fee
for historical views.
-Permitting Online displays project status, projects for payment, and schedule/re-schedule inspections. It has security -SSL (Secure
socket Layer), payment processing (credit card), and the payment packet is created to be imported to the Permitting System. Note that
the customer pays $1.25 fee per transaction for payment on-line.
-Licensing Online displays license status, license for payment, has Security-SSL (Secure Socket Layer) and payment processing via
credit card. Payment packet is created to be imported to Licensing System. Customer pays $1.25 fee per transaction for payment on-
line.
-EasyPay Online Payment Component allows clients to setup payment forms for misc. payments with a fixed, calculated or open
payment amount. The payments are sent from the website to the cash collection/Cashiering application and then posted to the GL
application. NOTE: There is a $1.25 per transaction fee associated with the EasyPay that will be paid by client unless Tyler is
instructed by the client to pass along to the user at time of payment.
-Cashiering supports credit/debit cards via ETS, includes PCI Compliant, a cash collection interface, a cashiering receipt import)
Comments
2019-88853-2 -On premise CONFIDENTIAL 3 of 3
Exhibit A
Exhibit B
1
Exhibit B
Invoicing and Payment Policy
We will provide you with the software and services set forth in the Investment Summary. Capitalized
terms not otherwise defined will have the meaning assigned to such terms in the Agreement.
Invoicing: We will invoice you for the applicable license and services fees in the Investment Summary as
set forth below. Your rights to dispute any invoice are set forth in the Agreement.
1. Tyler Software.
1.1 License Fees: License fees are invoiced as follows: (a) 25% on the Effective Date; (b) 60% on
the date when we make the applicable Tyler Software available to you for downloading (the
“Available Download Date”); and (c) 15% on the earlier of use of the Tyler Software in live
production or 180 days after the Available Download Date.
1.2 Maintenance and Support Fees: Year 1 maintenance and support fees are waived through
the earlier of (a) availability of the Tyler Software for use in a live production environment;
or (b) one (1) year from the Effective Date. Year 2 maintenance and support fees, at our
then-current rates, are payable on that earlier-of date, and subsequent maintenance and
support fees are invoiced annually in advance of each anniversary thereof. Your fees for
each subsequent year will be set at our then-current rates.
1.3 Subscription Fees: Your initial subscription fees for My Civic are invoiced when we make the
product available to you. Subsequent subscription fees are due annually in advance on the
anniversary of that date at our then-current rates.
2. Professional Services.
2.1 Implementation and Other Professional Services (including training): Implementation and
other professional services (including training) are billed and invoiced as delivered, at the
rates set forth in the Investment Summary.
2.2 Consulting Services: If you have purchased any Business Process Consulting services, if they
have been quoted as fixed-fee services, they will be invoiced 50% upon delivery of the Best
Practice Recommendations, by module, and 50% upon delivery of custom desktop
procedures, by module. If you have purchased any Business Process Consulting services and
they are quoted as an estimate, then we will bill you the actual services delivered on a time
and materials basis.
2.3 Conversions: Fixed-fee conversions are invoiced 50% upon initial delivery of the converted
data, by conversion option, and 50% upon Client acceptance to load the converted data into
Exhibit B
2
Live/Production environment, by conversion option. Where conversions are quoted as
estimated, we will bill you the actual services delivered on a time and materials basis.
2.4 Requested Modifications to the Tyler Software: Requested modifications to the Tyler
Software are invoiced 50% upon delivery of specifications and 50% upon delivery of the
applicable modification. You must report any failure of the modification to conform to the
specifications within thirty (30) days of delivery; otherwise, the modification will be deemed
to be in compliance with the specifications after the 30-day window has passed. You may
still report Defects to us as set forth in the Maintenance and Support Agreement.
2.5 Other Fixed Price Services: Except as otherwise provided, other fixed price services are
invoiced as delivered, at the rates set forth in the Investment Summary. For the avoidance
of doubt, where “Project Planning Services” are provided, payment will be due upon
delivery of the Implementation Planning document.
Dedicated Project Management services, if any, will be billed monthly in arrears, beginning
on the first day of the month immediately following initiation of project planning.
Change Management Services: If you have purchased any change management services,
those services will be invoiced in the following amounts and upon the following milestones:
Acceptance of Change Management Discovery Analysis 15%
Delivery of Change Management Plan and Strategy Presentation 10%
Acceptance of Executive Playbook 15%
Acceptance of Resistance Management Plan 15%
Acceptance of Procedural Change Communications Plan 10%
Change Management Coach Training 20%
Change Management After-Action Review 15%
3. Other Services and Fees.
3.1 Disaster Recovery Services: Disaster Recovery Services are invoiced annually in advance
upon our receipt of your data. Disaster Recovery services will be provided in accordance
with the terms of our then-current Disaster Recovery Agreement and will renew
automatically for additional one (1) year terms at our then-current Disaster Recovery fee,
unless terminated in writing by either party at least thirty (30) days prior to the end of the
then-current term. Our current Disaster Recovery Agreement is attached to this Agreement
as Exhibit E.
3.2 Annual Fees: Annual fees for the Tyler Incode applications set forth in the Investment
Summary are invoiced on the Effective Date. Subsequent fees are due annually in advance
of each anniversary thereof at our then-current rates.
4. Third Party Products.
4.1 Third Party Software License Fees: License fees for Third Party Software, if any, are invoiced
when we make it available to you for downloading.
Exhibit B
3
4.2 Third Party Software Maintenance: The first year maintenance fees for the Third Party
Software, if any, is invoiced when we make that Third Party Software available to you for
downloading.
4.3 Third Party Hardware: Third Party Hardware costs, if any, are invoiced upon delivery.
4.4 Third Party Services: Fees for Third Party Services, if any, are invoiced as delivered, along
with applicable expenses, at the rates set forth in the Investment Summary.
4.5 Tyler Notify Minutes and Messages: Tyler Notify Minutes and Messages are invoiced when
we make Tyler Notify available to you. Subsequent fees for minutes and messages, at our
then-current rates, will be due when you request additional minutes and messages and they
are made available to you.
5. Expenses. The service rates in the Investment Summary do not include travel expenses.
Expenses for Tyler delivered services will be billed as incurred and only in accordance with our
then-current Business Travel Policy, plus a 10% travel agency processing fee. Our current
Business Travel Policy is attached to this Exhibit B as Schedule 1. Copies of receipts will be
provided upon request; we reserve the right to charge you an administrative fee depending on
the extent of your requests. Receipts for miscellaneous items less than twenty-five dollars and
mileage logs are not available.
Payment. Payment for undisputed invoices is due within forty-five (45) days of the invoice date. We
prefer to receive payments electronically. Our electronic payment information is available by contacting
AR@tylertech.com.
Exhibit B
Schedule 1
1
Exhibit B
Schedule 1
Business Travel Policy
1. Air Travel
A. Reservations & Tickets
The Travel Management Company (TMC) used by Tyler will provide an employee with a direct flight
within two hours before or after the requested departure time, assuming that flight does not add
more than three hours to the employee’s total trip duration and the fare is within $100 (each way)
of the lowest logical fare. If a net savings of $200 or more (each way) is possible through a
connecting flight that is within two hours before or after the requested departure time and that
does not add more than three hours to the employee’s total trip duration, the connecting flight
should be accepted.
Employees are encouraged to make advanced reservations to take full advantage of discount
opportunities. Employees should use all reasonable efforts to make travel arrangements at least
two (2) weeks in advance of commitments. A seven (7) day advance booking requirement is
mandatory. When booking less than seven (7) days in advance, management approval will be
required.
Except in the case of international travel where a segment of continuous air travel is six (6) or more
consecutive hours in length, only economy or coach class seating is reimbursable. Employees shall
not be reimbursed for “Basic Economy Fares” because these fares are non-refundable and have
many restrictions that outweigh the cost-savings.
B. Baggage Fees
Reimbursement of personal baggage charges are based on trip duration as follows:
• Up to five (5) days = one (1) checked bag
• Six (6) or more days = two (2) checked bags
Baggage fees for sports equipment are not reimbursable.
Exhibit B
Schedule 1
2
2. Ground Transportation
A. Private Automobile
Mileage Allowance – Business use of an employee’s private automobile will be reimbursed at the
current IRS allowable rate, plus out of pocket costs for tolls and parking. Mileage will be calculated
by using the employee's office as the starting and ending point, in compliance with IRS regulations.
Employees who have been designated a home office should calculate miles from their home.
B. Rental Car
Employees are authorized to rent cars only in conjunction with air travel when cost, convenience,
and the specific situation reasonably require their use. When renting a car for Tyler business,
employees should select a “mid-size” or “intermediate” car. “Full” size cars may be rented when
three or more employees are traveling together. Tyler carries leased vehicle coverage for business
car rentals; except for employees traveling to Alaska and internationally (excluding Canada),
additional insurance on the rental agreement should be declined.
C. Public Transportation
Taxi or airport limousine services may be considered when traveling in and around cities or to and
from airports when less expensive means of transportation are unavailable or impractical. The
actual fare plus a reasonable tip (15-18%) are reimbursable. In the case of a free hotel shuttle to the
airport, tips are included in the per diem rates and will not be reimbursed separately.
D. Parking & Tolls
When parking at the airport, employees must use longer term parking areas that are measured in
days as opposed to hours. Park and fly options located near some airports may also be used. For
extended trips that would result in excessive parking charges, public transportation to/from the
airport should be considered. Tolls will be reimbursed when receipts are presented.
3. Lodging
Tyler’s TMC will select hotel chains that are well established, reasonable in price, and conveniently
located in relation to the traveler's work assignment. Typical hotel chains include Courtyard,
Fairfield Inn, Hampton Inn, and Holiday Inn Express. If the employee has a discount rate with a local
hotel, the hotel reservation should note that discount and the employee should confirm the lower
rate with the hotel upon arrival. Employee memberships in travel clubs such as AAA should be
noted in their travel profiles so that the employee can take advantage of any lower club rates.
“No shows” or cancellation fees are not reimbursable if the employee does not comply with the
hotel’s cancellation policy.
Tips for maids and other hotel staff are included in the per diem rate and are not reimbursed
separately.
Exhibit B
Schedule 1
3
Employees are not authorized to reserve non-traditional short-term lodging, such as Airbnb, VRBO,
and HomeAway. Employees who elect to make such reservations shall not be reimbursed.
4. Meals and Incidental Expenses
Employee meals and incidental expenses while on travel status within the continental U.S. are in
accordance with the federal per diem rates published by the General Services Administration.
Incidental expenses include tips to maids, hotel staff, and shuttle drivers and other minor travel
expenses. Per diem rates are available at www.gsa.gov/perdiem.
Per diem for Alaska, Hawaii, U.S. protectorates and international destinations are provided
separately by the Department of State and will be determined as required.
A. Overnight Travel
For each full day of travel, all three meals are reimbursable. Per diems on the first and last day of a
trip are governed as set forth below.
Departure Day
Depart before 12:00 noon Lunch and dinner
Depart after 12:00 noon
Return Day
Dinner
Return before 12:00 noon Breakfast
Return between 12:00 noon & 7:00 p.m. Breakfast and lunch
Return after 7:00 p.m.* Breakfast, lunch and dinner
*7:00 p.m. is defined as direct travel time and does not include time taken to stop for dinner.
The reimbursement rates for individual meals are calculated as a percentage of the full day per diem
as follows:
Breakfast 15%
Lunch 25%
Dinner 60%
B. Same Day Travel
Employees traveling at least 100 miles to a site and returning in the same day are eligible to claim
lunch on an expense report. Employees on same day travel status are eligible to claim dinner in the
event they return home after 7:00 p.m.*
*7:00 p.m. is defined as direct travel time and does not include time taken to stop for dinner.
Exhibit B
Schedule 1
4
5. Internet Access – Hotels and Airports
Employees who travel may need to access their e-mail at night. Many hotels provide free high
speed internet access and Tyler employees are encouraged to use such hotels whenever possible. If
an employee’s hotel charges for internet access it is reimbursable up to $10.00 per day. Charges for
internet access at airports are not reimbursable.
6. International Travel
All international flights with the exception of flights between the U.S. and Canada should be
reserved through TMC using the “lowest practical coach fare” with the exception of flights that are
six (6) or more consecutive hours in length. In such event, the next available seating class above
coach shall be reimbursed.
When required to travel internationally for business, employees shall be reimbursed for photo fees,
application fees, and execution fees when obtaining a new passport book, but fees related to
passport renewals are not reimbursable. Visa application and legal fees, entry taxes and departure
taxes are reimbursable.
The cost of vaccinations that are either required for travel to specific countries or suggested by the
U.S. Department of Health & Human Services for travel to specific countries, is reimbursable.
Section 4, Meals & Incidental Expenses, and Section 2.b., Rental Car, shall apply to this section.
Exhibit C
1
Exhibit C
Maintenance and Support Agreement
We will provide you with the following maintenance and support services for the Tyler Software.
Capitalized terms not otherwise defined will have the meaning assigned to such terms in the Agreement.
1. Term. We provide maintenance and support services on an annual basis. The initial term
commences on the Effective Date and remains in effect for one (1) year. The term will renew
automatically for additional one (1) year terms unless terminated in writing by either party at least
thirty (30) days prior to the end of the then-current term. We will adjust the term to match your
first use of the Tyler Software in live production if that event precedes the one (1) year anniversary
of the Effective Date.
2. Maintenance and Support Fees. Your year 1 maintenance and support fees for the Tyler Software
are listed in the Investment Summary, and your payment obligations are set forth in the Invoicing
and Payment Policy. We reserve the right to suspend maintenance and support services if you fail
to pay undisputed maintenance and support fees within thirty (30) days of our written notice. We
will reinstate maintenance and support services only if you pay all past due maintenance and
support fees, including all fees for the periods during which services were suspended.
3. Maintenance and Support Services. As long as you are not using the Help Desk as a substitute for
our training services on the Tyler Software, and you timely pay your maintenance and support fees,
we will, consistent with our then-current Support Call Process:
3.1 perform our maintenance and support obligations in a professional, good, and workmanlike
manner, consistent with industry standards, to resolve Defects in the Tyler Software (subject to
any applicable release life cycle policy); provided, however, that if you modify the Tyler Software
without our consent, our obligation to provide maintenance and support services on and
warrant the Tyler Software will be void;
3.2 provide support during our established support hours;
3.3 maintain personnel that are sufficiently trained to be familiar with the Tyler Software and Third
Party Software, if any, in order to provide maintenance and support services;
3.4 provide you with a copy of all releases to the Tyler Software (including updates and
enhancements) that we make generally available without additional charge to customers who
have a maintenance and support agreement in effect; and
3.5 provide non-Defect resolution support of prior releases of the Tyler Software in accordance with
any applicable release life cycle policy.
Exhibit C
2
4. Client Responsibilities. We will use all reasonable efforts to perform any maintenance and support
services remotely. Currently, we use a third-party secure unattended connectivity tool called
Bomgar, as well as GotoAssist by Citrix. Therefore, you agree to maintain a high-speed internet
connection capable of connecting us to your PCs and server(s). You agree to provide us with a login
account and local administrative privileges as we may reasonably require to perform remote
services. We will, at our option, use the secure connection to assist with proper diagnosis and
resolution, subject to any reasonably applicable security protocols. If we cannot resolve a support
issue remotely, we may be required to provide onsite services. In such event, we will be responsible
for our travel expenses, unless it is determined that the reason onsite support was required was a
reason outside our control. Either way, you agree to provide us with full and free access to the Tyler
Software, working space, adequate facilities within a reasonable distance from the equipment, and
use of machines, attachments, features, or other equipment reasonably necessary for us to provide
the maintenance and support services, all at no charge to us. We strongly recommend that you also
maintain a VPN for backup connectivity purposes.
5. Hardware and Other Systems. If you are a self-hosted customer and, in the process of diagnosing a
software support issue, it is discovered that one of your peripheral systems or other software is the
cause of the issue, we will notify you so that you may contact the support agency for that peripheral
system. We cannot support or maintain Third Party Products except as expressly set forth in the
Agreement.
In order for us to provide the highest level of software support, you bear the following responsibility
related to hardware and software:
(a) All infrastructure executing Tyler Software shall be managed by you;
(b) You will maintain support contracts for all non-Tyler software associated with Tyler Software
(including operating systems and database management systems, but excluding Third-Party
Software, if any); and
(c) You will perform daily database backups and verify that those backups are successful.
6. Other Excluded Services. Maintenance and support fees do not include fees for the following
services: (a) initial installation or implementation of the Tyler Software; (b) onsite maintenance and
support (unless Tyler cannot remotely correct a Defect in the Tyler Software, as set forth above); (c)
application design; (d) other consulting services; (e) maintenance and support of an operating
system or hardware, unless you are a hosted customer; (f) support outside our normal business
hours as listed in our then-current Support Call Process; or (g) installation, training services, or third
party product costs related to a new release. Requested maintenance and support services such as
those outlined in this section will be billed to you on a time and materials basis at our then current
rates. You must request those services with at least one (1) weeks’ advance notice.
7. Current Support Call Process. Our current Support Call Process for the Tyler Software is attached to
this Exhibit C at Schedule 1.
Exhibit C
Schedule 1
1
Exhibit C
Schedule 1
Support Call Process
Support Channels
Tyler Technologies, Inc. provides the following channels of software support:
(1) Tyler Community – an on-line resource, Tyler Community provides a venue for all Tyler clients
with current maintenance agreements to collaborate with one another, share best practices and
resources, and access documentation.
(2) On-line submission (portal) – for less urgent and functionality-based questions, users may create
unlimited support incidents through the customer relationship management portal available at
the Tyler Technologies website.
(3) Email – for less urgent situations, users may submit unlimited emails directly to the software
support group.
(4) Telephone – for urgent or complex questions, users receive toll-free, unlimited telephone
software support.
Support Resources
A number of additional resources are available to provide a comprehensive and complete support
experience:
(1) Tyler Website – www.tylertech.com – for accessing client tools and other information including
support contact information.
(2) Tyler Community – available through login, Tyler Community provides a venue for clients to
support one another and share best practices and resources.
(3) Knowledgebase – A fully searchable depository of thousands of documents related to
procedures, best practices, release information, and job aides.
(4) Program Updates – where development activity is made available for client consumption
Support Availability
Tyler Technologies support is available during the local business hours of 8 AM to 5 PM (Monday –
Friday) across four US time zones (Pacific, Mountain, Central and Eastern). Clients may receive coverage
across these time zones. Tyler’s holiday schedule is outlined below. There will be no support coverage
on these days.
New Year’s Day Thanksgiving Day
Memorial Day Day after Thanksgiving
Independence Day Christmas Day
Labor Day
Exhibit C
Schedule 1
2
Issue Handling
Incident Tracking
Every support incident is logged into Tyler’s Customer Relationship Management System and given a
unique incident number. This system tracks the history of each incident. The incident tracking number is
used to track and reference open issues when clients contact support. Clients may track incidents, using
the incident number, through the portal at Tyler’s website or by calling software support directly.
Incident Priority
Each incident is assigned a priority number, which corresponds to the client’s needs and deadlines. The
client is responsible for reasonably setting the priority of the incident per the chart below. This chart is
not intended to address every type of support incident, and certain “characteristics” may or may not
apply depending on whether the Tyler software has been deployed on customer infrastructure or the
Tyler cloud. The goal is to help guide the client towards clearly understanding and communicating the
importance of the issue and to describe generally expected responses and resolutions.
Priority
Level Characteristics of Support Incident Resolution Targets
1
Critical
Support incident that causes (a)
complete application failure or
application unavailability; (b)
application failure or unavailability in
one or more of the client’s remote
location; or (c) systemic loss of
multiple essential system functions.
Tyler shall provide an initial response to Priority Level
1 incidents within one (1) business hour of receipt of
the support incident. Tyler shall use commercially
reasonable efforts to resolve such support incidents or
provide a circumvention procedure within one (1)
business day. For non-hosted customers, Tyler’s
responsibility for lost or corrupted data is limited to
assisting the client in restoring its last available
database.
2
High
Support incident that causes (a)
repeated, consistent failure of
essential functionality affecting more
than one user or (b) loss or
corruption of data.
Tyler shall provide an initial response to Priority Level
2 incidents within four (4) business hours of receipt of
the support incident. Tyler shall use commercially
reasonable efforts to resolve such support incidents or
provide a circumvention procedure within ten (10)
business days. For non-hosted customers, Tyler’s
responsibility for loss or corrupted data is limited to
assisting the client in restoring its last available
database.
3
Medium
Priority Level 1 incident with an
existing circumvention procedure, or
a Priority Level 2 incident that affects
only one user or for which there is an
existing circumvention procedure.
Tyler shall provide an initial response to Priority Level
3 incidents within one (1) business day of receipt of
the support incident. Tyler shall use commercially
reasonable efforts to resolve such support incidents
without the need for a circumvention procedure with
the next published maintenance update or service
pack. For non-hosted customers, Tyler’s responsibility
for lost or corrupted data is limited to assisting the
client in restoring its last available database.
Exhibit C
Schedule 1
3
Priority
Level Characteristics of Support Incident Resolution Targets
4
Non-
critical
Support incident that causes failure
of non-essential functionality or a
cosmetic or other issue that does not
qualify as any other Priority Level.
Tyler shall provide an initial response to Priority Level
4 incidents within two (2) business days. Tyler shall
use commercially reasonable efforts to resolve such
support incidents, as well as cosmetic issues, with a
future version release.
Incident Escalation
Tyler Technology’s software support consists of four levels of personnel:
(1) Level 1: front-line representatives
(2) Level 2: more senior in their support role, they assist front-line representatives and take on
escalated issues
(3) Level 3: assist in incident escalations and specialized client issues
(4) Level 4: responsible for the management of support teams for either a single product or a
product group
If a client feels they are not receiving the service needed, they may contact the appropriate Software
Support Manager. After receiving the incident tracking number, the manager will follow up on the open
issue and determine the necessary action to meet the client’s needs.
On occasion, the priority or immediacy of a software support incident may change after initiation. Tyler
encourages clients to communicate the level of urgency or priority of software support issues so that we
can respond appropriately. A software support incident can be escalated by any of the following
methods:
(1) Telephone – for immediate response, call toll-free to either escalate an incident’s priority or to
escalate an issue through management channels as described above.
(2) Email – clients can send an email to software support in order to escalate the priority of an issue
(3) On-line Support Incident Portal – clients can also escalate the priority of an issue by logging into
the client incident portal and referencing the appropriate incident tracking number.
Remote Support Tool
Some support calls require further analysis of the client’s database, process or setup to diagnose a
problem or to assist with a question. Tyler will, at its discretion, use an industry-standard remote
support tool. Support is able to quickly connect to the client’s desktop and view the site’s setup,
diagnose problems, or assist with screen navigation. More information about the remote support tool
Tyler uses is available upon request.
Exhibit D
1
Exhibit D
Web Services – Hosted Application Terms
Tyler Technologies, Inc. will provide you with the hosted applications indicated in the Investment
Summary. The terms and conditions contained in this document only apply to our provision of those
applications. Capitalized terms not otherwise defined will have the meaning assigned to such terms in the
Agreement.
1. Hosted Applications. We will provide you with any of the following hosted applications as indicated in
the Investment Summary.
1.1. Web Services: Our Web Services are designed to enable you to easily establish a presence on
the Internet. Our Web Hosting and Design is composed of our Web Hosting and Design
Publishing Component and other miscellaneous components. These components may be used
independently or in conjunction with each other.
1.2. Utility Billing On-Line: Our Utility Billing On-Line Component allows you to make available certain
information from your utility billing system to citizens with Internet access. This information is
posted to your web site, which is hosted on our web server. With the proper security clearance,
citizens with Internet access have access to the data which can include: Consumption information,
service level information, requests for service, accounting information and the opportunity to pay
their Utility Bill over the Internet using a credit card.
1.3. Court On-Line: Our Court On-Line Component provides the ability for municipal court fines to be
paid by credit card via the Internet. This system interfaces seamlessly with our Incode Municipal
Court System.
1.4. On-Line Records Search: Our On-Line Records Search Component allows you to display citations
and/or docket information. The website can be available for public view or locked down to secured
access only. This system interfaces seamlessly with our INCODE Municipal Court System.
1.5. Building Projects On-Line: Our Building Projects On-Line Component allows you to make available
certain information from your building projects system to citizens with Internet access. This
information is posted to your web site, which is hosted on our web server. With the proper
security clearance, citizens with Internet access have access to the data which can include:
Building project status, inspection results, inspection scheduling and the opportunity to pay their
building projects over the Internet using a credit card.
1.6. Business License On-Line: Our Business License On-Line Component allows you to make available
certain information from your business license system to citizens with Internet access. This
information is posted to your web site, which is hosted on our web server. With the proper
security clearance, citizens with Internet access have access to the data which can include:
business license status, business license renewal and the opportunity to pay their business license
Exhibit D
2
over the Internet using a credit card.
1.7. Accounts Receivable On-Line: Our Accounts Receivable On-Line Component allows you to make
available certain information from your accounts receivable system to citizens with Internet
access. This information is posted to your web site, which is hosted on our web server. With the
proper security clearance, citizens with Internet access have access to the data which can include:
current balance, contract status, and the opportunity to pay the accounts receivable over the
Internet using a credit card.
1.8. Call Center On-Line: Our Call Center On-Line Component allows you to make available certain
information from your call center system to citizens with Internet access. This information is
posted to your web site, which is hosted on our web server. With the proper security clearance,
citizens with Internet access have access to the data which can include: current and past incidents,
create a new incident and view status of incident.
1.9. Property Tax On-Line: Our Property Tax On-Line Component allows you to make available certain
information from your Property Tax System to citizens with Internet access. This information is
posted to your web site, which is hosted on our web server. With the proper security clearance,
citizens with Internet access have access to the data which can include: parcel number, receipt
number, tax amount due, and the opportunity to pay the Property Tax over the Internet using a
credit card.
1.10. Sales Tax On-Line: Our Sales Tax On-Line Component allows you to make available certain
information from your Sales Tax System to citizens with Internet access. This information is posted
to your web site, which is hosted on our web server. With the proper security clearance, citizens
with Internet access have access to the data to pay outstanding Sales Tax balances over the
Internet using a credit card.
1.11. Code Enforcement Online: Our Code Enforcement Online component allows you to make available
certain information from your code enforcement system to citizens with Internet access. This
information is posted to your website, which is hosted on our web server. With the proper
security clearance, citizens with Internet access have access to data which can include: Incident
Status, Incident Results.
2. Term. We will grant you access to the hosted applications provided you timely pay all associated fees.
The term of your subscription will commence on the Effective Date and will continue for three (3) years.
Thereafter, the term will be automatically extended in separate one (1) year periods. Either party may
cancel this subscription to the hosted applications upon sixty (60) days written notice to the other.
3. Nature of Website. We shall maintain a website for you, allowing a user to access relevant data
provided by you. This data may include information from your Tyler Software system. This website will
be capable of accepting payments via Secured Socket Layer (SSL) encryption and credit card or debit
card charge.
4. Data Procurement. You must set up a merchant account with Electronic Transaction System
Corporation or authorized.net to be solely used for our Web Service transactions. The merchant
account must be set up to fund to your bank account. You are responsible for all fees and expenses of
the merchant account. You must install and run Tyler Web Services to allow us to transfer the necessary
data from your system to our servers on a real time basis. Certain information, such as payment
Exhibit D
3
information, must be conveyed to you. We will be responsible for transferring such information to you
on a regular basis. Tyler Web Services requires a dedicated IP address; assignment of this address is
your responsibility. While we assume responsibility for data transfer, we are not responsible for
accuracy of data transferred.
5. Limited License. Your license to use the hosted applications will automatically terminate upon
cancellation of this subscription, or upon your failure to timely pay fees or otherwise comply with these
terms and conditions.
6. Ownership of Data. All data you provide to us for the purposes of generating the website shall remain
your property. Should you terminate your subscription, we shall return to you any such data in our
possession.
7. Fees. You agree to pay the initial fee and annual subscription fees as stated in the Investment Summary
and in accordance with our Invoicing and Payment Policy. We may increase the per-transaction fee for
online payment no more than once per year with sixty (60) days prior written notice.
Exhibit E
1
Exhibit E
Disaster Recovery Agreement
WHEREAS, Client desires to enroll in Tyler’s Disaster Recovery Service for the Tyler software products
(“Tyler Software Products”) licensed by Client from Tyler, subject to the terms and conditions of this
Disaster Recovery Agreement (“DR Agreement”) and the License and Services Agreement (“Agreement”)
under which Tyler has licensed Tyler Software Products to Client.
THEREFORE, Tyler and Client agree as follows:
1. Definitions:
Agreement. The License and Services Agreement under which Tyler licenses Tyler Software to
the Client.
Business Days. Monday through Friday, excluding Holidays.
Business Hours. 8 AM – 6 PM (EST) on Business Days.
Critical Processes. Mutually defined in the Disaster Recovery Plan.
Critical Users. Mutually defined in the Disaster Recovery Plan.
Disaster. An unplanned event that is not within the reasonable control of the Client which
results in the failure of the Tyler Software Products licensed by Client to perform Critical
Processes. A Disaster is not a hardware or network failure that would have been avoided with
reasonable diligence and maintenance in accord with the industry standard, a failure otherwise
covered by an in-force agreement Client has with Tyler (e.g., Tyler annual Maintenance and
Support Agreement (“Support Agreement”), Technical Services Agreement, or Tyler Systems
Management (“TSM”) Agreement, or a failure that can be remedied in less than sixteen (16)
business hours.
Disaster Recovery Plan. Defined at #2 of Exhibit 1 to this DR Agreement.
Holiday. New Year's Day (January 1), Memorial Day (observed), Independence Day (July 4),
Labor Day (observed), Thanksgiving Day, Day after Thanksgiving Day, Christmas Day (December
25).
Force Majeure. An event beyond the reasonable control of a party, including, without
limitation, governmental action, war, riot or civil commotion, fire, natural disaster, restraints
affecting shipping or credit, delay of carriers, inadequate supply of suitable materials or any
other cause which could not with reasonable diligence be foreseen, controlled or prevented by
the party.
Recovery Point Objective (“RPO”). Amount of time since last successful data transfer. With
successful nightly transfer of data, RPO would be no more than twenty-four (24) hours.
Recovery Time Objective (“RTO”). One (1) business day after receipt Disaster declaration for
Client data not exceeding one (1) terabyte in size, for Critical Users using Critical Processes. RTO
for Client data one (1) terabyte in size or greater shall be mutually agreed, specified and
incorporated into the Disaster Recovery Plan.
Exhibit E
2
2. Term. The initial term of this DR Agreement shall commence on receipt by Tyler of Client’s data and
shall terminate one (1) year thereafter (“Initial Term”). This DR Agreement shall renew
automatically for additional one (1) year terms unless terminated in writing by either party at least
ninety (90) days prior to the end of the then-current term. In the event the Support Agreement for
Tyler Software Products is terminated, this DR Agreement shall also then terminate.
3. Disaster Recovery Services. Tyler shall provide the Disaster Recovery services (“DR Services”) as
described in this DR Agreement, including any Exhibits and associated appendices. All DR Services
shall be provided remotely. In the event the Disaster results in damage to Client’s server(s) and a re-
installation of the Tyler Software Products licensed by Client is required as a result of such damage,
Tyler shall re-install the Tyler Software Products free of charge if Client is enrolled in Tyler’s TSM
service (ERP, Munis, TCM) or Technical Services Support (Incode, Eden, TCM). Otherwise, such re-
installation shall be obtained from Tyler at Tyler’s then-current installation services rates. Tyler
Disaster Recovery staff will contact Client within twelve (12) business hours of any such
reinstallation for reinstallation of Disaster Recovery Software.
4. Client Requirements. In order for Tyler to provide DR Services pursuant this DR Agreement, Client
shall:
a) Provide high speed internet access, including upload bandwidth sufficient for complete nightly
data transfers to comply with applicable RPO;
b) Comply with then-current minimum hardware and network requirements as specified on Tyler’s
support website;
c) Maintain security and access privileges for Tyler to receive data transfer and reasonably perform
activities reasonably necessary for Tyler to provide DR Services;
d) Permit installation of software required for provision of DR Services in accord with this DR
Agreement as reasonably determined by Tyler;
e) Reasonably notify Tyler in advance of any changes in Client’s network that impacts Tyler’s ability
to deliver DR Services; and
f) Client shall not install or activate SQL TDE or similar database or file level encryption
technologies on servers installed with Tyler Disaster Recovery software.
5. Disaster shall be declared by Client by calling Tyler at (207) 781-2260 or (800) 772-2260 and clearly
stating that CLIENT IS DECLARING A DISASTER.
6. Disaster Recovery. Client’s Critical Processes will be accessible by Critical Users in accord with the
applicable RTO.
7. Data. Data Transfer shall be handled in accord with Exhibit 1 to this DR Agreement.
8. Release Life Cycle. Tyler shall support prior releases of the Tyler Software Products in accordance
with Tyler’s Release Life Cycle Policy.
9. Payment & Price
In consideration of the DR Services provided by Tyler herein, Client shall pay to Tyler a year one (1)
fee as set forth in the Invoicing and Payment Policy (Exhibit B to the Agreement). Thereafter, the
annual fee will be invoiced and paid prior to the commencement of the renewal term. All payments
due pursuant this DR Agreement are due within thirty (30) days from receipt of invoice.
Exhibit E
3
10. Exclusions.
a) Neither party shall be liable for delays in performing its obligations under this DR Agreement to
the extent that the delay is caused by Force Majeure.
b) Tyler’s DR Services shall not be used to replace required on-site backups of Client data for Tyler
Software Products licensed by Client.
c) The fee paid for DR Services does not include, and Client is responsible for the costs associated
with:
i. Hardware and/or software necessary to remotely access Tyler’s data center, and any
and all on-site services. Client may request and purchase on-site services at Tyler’s
then-current rates.
ii. In the event Client requests Tyler to hand-deliver or courier the critical processes output
(such as payroll checks), the cost of such special delivery shall be borne by Client and
payable thirty (30) days from receipt of invoice.
11. License Terms. Client’s use of the Tyler Software Products included in the DR Service remains
subject to limitations on Client’s use in the Agreement, including disclaimer of implied warranties.
12. Notices. With the exception of a declaration of a Disaster, notices or communications required or
permitted as a part of this DR Agreement will be in writing (unless another verifiable medium is
expressly authorized) and will be deemed delivered when:
a) Actually received,
b) Upon receipt by sender of a certified mail, return receipt signed by an employee or agent of the
party,
c) Upon receipt by sender of proof of email delivery, or
d) If not actually received, ten (10) days after deposit with the United States Postal Service
authorized mail center with proper postage (certified mail, return receipt requested) affixed and
addressed to the respective other party at the address set forth in the Agreement or such other
address as the party may have designated by notice or Agreement amendment to the other
party.
Consequences to be borne due to failure to receive a notice due to improper notification by the
intended receiving party of a new address will be borne by the intended receiving party. The
addresses of the parties for notices shall be as set forth in the Agreement.
13. This DR Agreement, along with the Agreement, represent the entire agreement of Client and Tyler
with respect to the subject matter hereof, and supersedes any prior agreements, understandings,
and representations, whether written, oral, expressed, implied, or statutory. Client hereby
acknowledges that in entering into this DR Agreement it did not rely on any information not
explicitly set forth or referenced in this DR Agreement. Any changes to this DR Agreement by Tyler
must be communicated at least sixty (60) days in advance and will take effect no earlier than the
commencement of the renewal term following notice of the change, unless otherwise mutually
agreed.
Exhibit E
4
Exhibit 1
In addition to those services described elsewhere in this DR Agreement, DR Services are described in the
following sections.
1 Data Transfer
The electronic transfer solution provides nightly (between the hours of 8 PM and 6 AM) transfer and
archiving of Client’s Tyler data and is subject to the following conditions:
Initial data transfer may require portable disk.
Data transferred shall include only items essential to provision of service.
Applications included in the DR Service are listed in Appendix A to this Exhibit 1. Such
description shall also indicate database and file detail required for provision of DR Services.
Tyler Software Products not listed in Appendix A and any non-Tyler Software Product shall not
be included in data transfer or the DR Services.
Only production databases are backed up.
Data from the last seven (7) successful data transfers are retained by Tyler.
Total data storage is limited to 200 gigabytes (“GB”). Storage limit may be increased in 200 GB
increments by mutual agreement and at additional cost.
Data transferred to Tyler as part of DR Services is not available for Client’s data retrieval or
restoration not associated with the DR Services provided by Tyler. Tyler may provide data
transferred by Client on an exception basis, upon request.
Tyler is not responsible for the integrity of the data provided by Client to Tyler. Tyler will use the
most current viable data to restore Client’s critical processes.
Tyler may use select information from the Client database for research and analysis purposes.
To the extent the database contains confidential information, Tyler shall keep confidential such
information in accordance with the confidentiality provisions of the Agreement.
Tyler Disaster Recovery staff will monitor status of data transfers on Business Days.
In the event of two (2) consecutive data transfer failures, Tyler will timely provide notice to
Client in order to commence troubleshooting.
Tyler shall have no liability for failure of data transfers not solely caused by Tyler.
Tyler will provide transfer report related to Client data transfer upon request.
2 Disaster Recovery Plan
The Disaster Recovery Plan is a mutually drafted document which details, in addition to this DR
Agreement, the DR Services Tyler shall provide to Client. The parties’ responsibilities with respect to the
Disaster Recovery Plan are further defined below.
Tyler’s Responsibilities:
Coordinate activities associated with transfer of data to Tyler’s data center.
Document Disaster Recovery strategy for critical processes.
Review the Disaster Recovery Plan with Client.
Provide reasonable guidance for Disaster Recovery policies and procedures.
Identify modules, databases, applications, and files required for DR Service.
Exhibit E
5
Client’s Responsibilities:
Provide remote access to Client’s Tyler database server for analysis and configuration of data
transfer.
Provide network support if required to enable transfer of data from Client’s server to the Tyler
data center.
Provide PCs and high-speed modems for access from Client’s alternate processing location, if
required.
Provide technical resources to configure remote access PCs, including Tyler supplied application
software, if reasonably required to receive DR Services pursuant the DR Agreement.
Provide a chain of command document for communication during a disaster.
Maintain the Disaster Recovery Plan and integrate the Disaster Recovery Plan made with Tyler
with Client’s comprehensive disaster recovery plan.
Shared Responsibilities:
Identify critical users for DR Services.
Identify critical processes for DR Services.
Identify and agree on RTO where Client has more than 1TB of TDRS Protected Data.
Draft initial Disaster Recovery Plan within ninety (90) days of commencement of Initial Term.
Define recovery processes for post Disaster operations (mandatory for Odyssey CM clients,
optional for all others).
3 DR Services during Disaster
A. Upon declaration of a Disaster, Tyler shall provide DR Services from one of its hosting facilities
for the duration of the Disaster, not to exceed thirty (30) consecutive Business Days. Use of
Tyler’s data center in excess of such period shall require the parties to execute a change order
detailing the duration of the extension and the additional cost associated therewith.
B. Hosting Services During a Disaster.
i. Hosting Services during a Disaster will be provided in accord with Tyler’s then-current
standard availability guarantees from its Service Level Agreement for SaaS clients. Any
credits issued to Client will be based on the total Disaster Recover fee paid for the then-
current term.
ii. Tyler will use best efforts to include interfaces for Tyler Software Products covered
under this DR Agreement.
iii. Hosting Services shall not include interfaces or interconnects with 3rd Party Products
unless specifically agreed in the Disaster Recovery Plan.
C. Processing Assistance During a Disaster includes, as necessary:
i. Print Output:
a. Payroll Checks
b. Retirement Checks
c. Accounts Payable Checks.
ii. In the event print output is required to be sent non-electronically, Client shall bear the
cost of shipment.
Exhibit E
6
iii. Transfer of Automated Clearing House (“ACH”) Files to bank on Client’s behalf. Transfer
may require pre-notification by Client to bank.
D. Clients receiving DR Services during a Disaster receive priority access to Tyler application
support.
4 Annual Disaster Recovery Test
The parties may review and test the Disaster Recovery service:
Scheduled by parties at least thirty (30) days in advance,
Client must provide a list of users who will partake in the test,
Test shall not exceed 2 weeks,
Retest within same year available if initial test not agreed by both parties to be successful.
5 Estimated Schedule
The services provided pursuant the DR Agreement will be performed consistent with the estimated
schedule mutually agreed to by Tyler and Client. Tyler and Client agree to promptly perform their
respective responsibilities according to such schedule.
6 Tyler’s Other Responsibilities
Project management services are provided as part of the DR Services. Tyler will designate a Project
Manager who will be Tyler’s contact for all communications with Client and will have the authority to act
on Tyler’s behalf in matters regarding this Statement of Work. Tyler’s project manager will perform the
following tasks:
Review Statement of Work with Client’s project manager.
Review current project status.
Recommend changes or additions to the project as appropriate.
Administer the change control procedure.
Review and evaluate the progress of the project with Client’s project manager to resolve any
necessary changes.
7 Client’s Other Responsibilities
Tyler’s performance is predicated upon the following responsibilities being fulfilled by Client:
Prior to the start of the Statement of Work, Client will designate, in writing, a person who will be Client’s
Project Manager who will be Client’s contact for all communications with Tyler and who has the
authority to act on behalf of Client in all aspects of the Statement of Work. The Project Manager will
perform the following activities:
Interface between Tyler’s Project Manager and Client’s organization.
Administer project change control with Tyler’s project manager.
Arrange reasonable access to Client’s data for project personnel, as reasonably required.
Conduct any communication through Tyler’s Project Manager.
Exhibit E
7
Help resolve and escalate project issues within Client’s organization as required.
Obtain and provide project requirements, data, decisions and approvals within five (5) business
days of request. If such requirements, data, decisions or approvals are delayed beyond the time
specified, Client agrees to relieve Tyler of its responsibility for the affected Service until Client
performs that obligation.
Accept responsibility for the data files, selection and implementation of controls for Client’s
location, and security of the stored data.
Client acknowledge that it is Client’s responsibility to identify and make the interpretation of any
applicable federal, state and local laws, regulations and statutes.
8 Project Change Control Procedure
When Tyler and Client agree to a change in the Disaster Recovery Plan, Tyler will prepare a written
description of the agreed change which both Tyler and Client must sign. The Change Order will describe
the change, the rationale for the change, and specify any change in the charges, estimated schedule, or
other terms. When charges are necessary in order for Tyler to analyze a change, Tyler will give Client a
written estimate and begin the analysis only after Client’s written authorization.
Exhibit E
8
Appendix A
Defined User Maximum.
The maximum number of named Client users available to use DR Services is 30.
Covered Applications.
All products licensed by the Client under the Agreement as of the Effective Date of the DR Agreement.
Product Specific Conditions.
None.
Exhibit F
1
Exhibit F
Statement of Work
Revised: 8/7/2020
Statement of Work
Tyler Technologies
Prepared for:
City of Okeechobee
India Riedel
55 SE 3rd Avenue, Okeechobee, FL 34974
Prepared by:
Michael Lesher
5519 53rd Street, Lubbock, TX 79414
Tyler Technologies, Inc.
www.tylertech.com
2 / 58
Table of Contents
1 Executive Summary ............................................................................................................................... 6
Project Overview ........................................................................................................................... 6
Product Summary ......................................................................................................................... 6
Project Timeline ............................................................................................................................ 6
Project Methodology Overview .................................................................................................... 6
2 Project Governance............................................................................................................................... 7
Client Governance ......................................................................................................................... 7
2.1.1 Client Project Manager ......................................................................................................... 7
2.1.2 Steering Committee .............................................................................................................. 7
2.1.3 Executive Sponsor(s) ............................................................................................................. 8
Tyler Governance .......................................................................................................................... 8
2.1.4 Tyler Project Manager ........................................................................................................... 8
2.1.5 Tyler Implementation Management ..................................................................................... 8
2.1.6 Tyler Executive Management ............................................................................................... 8
Acceptance and Acknowledgment Process .................................................................................. 8
3 Overall Project Assumptions ................................................................................................................. 9
Project, Resources and Scheduling ............................................................................................... 9
Data Conversion .......................................................................................................................... 10
Data Exchanges, Modifications, Forms and Reports .................................................................. 10
Hardware and Software .............................................................................................................. 11
Education .................................................................................................................................... 11
4 Implementation Stages ....................................................................................................................... 12
Work Breakdown Structure (WBS) ............................................................................................. 12
4.1 Initiate & Plan (Stage 1) .............................................................................................................. 14
4.1.1 Tyler Internal Coordination & Planning .............................................................................. 14
4.1.2 System Infrastructure Planning ........................................................................................... 15
4.1.3 Project/Phase Planning ....................................................................................................... 16
4.1.4 Project Schedule ................................................................................................................. 17
4.1.5 Stakeholder Presentation ................................................................................................... 18
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4.1.6 Control Point 1: Initiate & Plan Stage Acceptance .............................................................. 19
4.2 Assess & Define (Stage 2) ............................................................................................................ 20
4.2.1 Fundamentals Review ......................................................................................................... 20
4.2.2 Current/Future State Analysis ............................................................................................. 21
4.2.3 Data Conversion Planning & Mapping ................................................................................ 22
4.2.4 Standard 3rd Party Data Exchange Planning....................................................................... 23
4.2.5 Modification Analysis & Specification, if contracted .......................................................... 24
4.2.6 Forms & Reports Planning .................................................................................................. 25
4.2.7 System Deployment ............................................................................................................ 26
4.2.8 Control Point 2: Assess & Define Stage Acceptance ........................................................... 27
4.3 Build & Validate (Stage 3) ........................................................................................................... 29
4.3.1 Configuration & Power User Training ................................................................................. 29
4.3.2 Data Conversion & Validation ............................................................................................. 30
4.3.3 Standard 3rd Party Data Exchange Validation .................................................................... 31
4.3.4 Modification Delivery & Validation, if contracted .............................................................. 32
4.3.5 Forms & Reports Validation ................................................................................................ 33
4.3.6 Control Point 3: Build & Validate Stage Acceptance ........................................................... 34
4.4 Final Testing & Training (Stage 4) ............................................................................................... 35
4.4.1 Cutover Planning ................................................................................................................. 35
4.4.2 User Acceptance Testing (UAT) ........................................................................................... 36
4.4.3 End User Training ................................................................................................................ 37
4.4.4 Control Point 4: Final Testing & Training Stage Acceptance ............................................... 38
4.5 Production Cutover (Stage 5) ...................................................................................................... 39
4.5.1 Final Data Conversion, if applicable .................................................................................... 39
4.5.2 Production Processing & Assistance ................................................................................... 40
4.5.3 Transition to Tyler Support ................................................................................................. 41
4.5.4 Schedule Post-Production Services, if applicable ............................................................... 42
4.5.5 Control Point 5: Production Cutover Stage Acceptance ..................................................... 43
4.6 Phase/Project Closure (Stage 6) .................................................................................................. 44
4.6.1 Close Phase/Project ............................................................................................................ 44
4.6.2 Control Point 6: Phase/Project Closure Stage Acceptance ................................................. 45
5 Roles and Responsibilities ................................................................................................................... 46
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5.1 Tyler Roles and Responsibilities .................................................................................................. 46
5.1.1 Tyler Executive Management ............................................................................................. 46
5.1.2 Tyler Implementation Management ................................................................................... 46
5.1.3 Tyler Project Manager ......................................................................................................... 46
5.1.4 Tyler Implementation Consultant ....................................................................................... 47
5.1.5 Tyler Sales ........................................................................................................................... 48
5.1.6 Tyler Software Support ....................................................................................................... 48
5.1.7 Tyler Disaster Recovery Support ......................................................................................... 48
5.1.8 Tyler Basic Network Support ............................................................................................... 48
5.2 Okeechobee Roles and Responsibilities ..................................................................................... 49
5.2.1 Okeechobee Executive Sponsor .......................................................................................... 49
5.2.2 Okeechobee Steering Committee ....................................................................................... 49
5.2.3 Okeechobee Project Manager ............................................................................................ 49
5.2.4 Okeechobee Functional Leads ............................................................................................ 50
5.2.5 Okeechobee Power Users ................................................................................................... 51
5.2.6 Okeechobee End Users ....................................................................................................... 52
5.2.7 Okeechobee Technical Support .......................................................................................... 52
5.2.8 Okeechobee Upgrade Coordinator ..................................................................................... 52
5.2.9 Okeechobee Project Toolset Coordinator .......................................................................... 52
5.2.10 Okeechobee Change Management Lead ............................................................................ 52
Financial Conversion Summary ........................................................................................................... 53
Client Responsibilities ................................................................................................................. 53
General Ledger .................................................................................................................... 53
Accounts Payable ................................................................................................................ 53
Personnel Management ...................................................................................................... 53
Applications not converted ................................................................................................. 54
Custom Conversion Services ............................................................................................... 54
Data Extract ................................................................................................................................. 54
Matching Reports ................................................................................................................ 55
Screenshots ......................................................................................................................... 55
Duplicate Entry .................................................................................................................... 55
6 Glossary ............................................................................................................................................... 56
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1 Executive Summary
Project Overview
The Statement of Work (SOW) documents the Project Scope, methodology, roles and responsibilities,
implementation Stages, and deliverables for the implementation of Tyler products.
The Project goals are to offer City of Okeechobee the opportunity to make the Okeechobee more
accessible and responsive to external and internal customer needs and more efficient in its operations
through:
Streamlining, automating, and integrating business processes and practices
Providing tools to produce and access information in a real-time environment
Enabling and empowering users to become more efficient, productive and responsive
Successfully overcoming current challenges and meeting future goals
Product Summary
Below, is a summary of the products included in this Project, as well as reference to the Okeechobee’s
functional area utilizing the Tyler product(s). Refer to the Implementation Stages section of this SOW for
information containing detailed service components.
[PRODUCT] [APPLICATION]
Incode Financials
Incode Personnel Management
Incode CRM
Project Timeline
The Project Timeline establishes a start and end date for each Phase of the Project. Developed during the
Initiate & Plan Stage and revised as mutually agreed to, if needed, the timeline accounts for resource
availability, business goals, size and complexity of the Project, and task duration requirements.
Project Methodology Overview
Tyler bases its implementation methodology on the Project Management Institute’s (PMI) Process Groups
(Initiating, Planning, Executing, Monitoring & Controlling, and Closing). Using this model, Tyler developed
a 6-stage process specifically designed to focus on critical project success measurement factors.
Tailored specifically for Tyler’s public sector clients, the project methodology contains Stage Acceptance
Control Points throughout each Phase to ensure adherence to Scope, budget, timeline controls, effective
communications, and quality standards. Clearly defined, the project methodology repeats consistently
across Phases, and is scaled to meet the Okeechobee’s complexity, and organizational needs.
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2 Project Governance
The purpose of this section is to define the resources required to adequately establish the business
needs, objectives, and priorities for the Project; communicate the goals to other project participants; and
provide support and guidance to accomplish these goals. Project governance also defines the structure
for issue escalation and resolution, Change Control review and authority, and organizational Change
Management activities.
The preliminary governance structure establishes a clear escalation path when issues and risks require
escalation above the project manager level. Further refinement of the governance structure, related
processes, and specific roles and responsibilities occurs during the Initiate & Plan Stage.
The path below illustrates an overall team perspective where Tyler and the Okeechobee collaborate to
resolve project challenges according to defined escalation paths. In the event project managers do not
possess authority to determine a solution, resolve an issue, or mitigate a risk, Tyler implementation
management and the Okeechobee steering committee become the escalation points to triage responses
prior to escalation to the Okeechobee and Tyler executive sponsors. As part of the escalation process,
each project governance tier presents recommendations and supporting information to facilitate
knowledge transfer and issue resolution. The Okeechobee and Tyler executive sponsors serve as the final
escalation point.
Client Governance
Depending on the Okeechobee’s organizational structure and size, the following governance roles may be
filled by one or more people:
2.1.1 Client Project Manager
The Okeechobee’s project manager(s) coordinate project team members, subject matter experts, and the
overall implementation schedule and serves as the primary point of contact with Tyler. The Okeechobee
project manager(s) will be responsible for reporting to the Okeechobee steering committee and
determining appropriate escalation points.
2.1.2 Steering Committee
The Okeechobee steering committee understands and supports the cultural change necessary for the
Project and fosters an appreciation of the Project’s value throughout the organization. Oversees the
Okeechobee project manager(s) and the Project and through participation in regular internal meetings,
the Okeechobee steering committee remains updated on all project progress, project decisions, and
achievement of project milestones. The Okeechobee steering committee also provides support to the
Okeechobee project manager(s) by communicating the importance of the Project to all impacted
departments. The Okeechobee steering committee is responsible for ensuring the Project has
appropriate resources, provides strategic direction to the project team, for making timely decisions on
critical project issues or policy decisions. The Okeechobee steering committee also serves as primary level
of issue resolution for the Project.
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2.1.3 Executive Sponsor(s)
The Okeechobee’s executive sponsor provides support to the Project by allocating resources, providing
strategic direction, and communicating key issues about the Project and the Project’s overall importance
to the organization. When called upon, the executive sponsor also acts as the final authority on all
escalated project issues. The executive sponsor engages in the Project, as needed, in order to provide
necessary support, oversight, guidance, and escalation, but does not participate in day-to-day project
activities. The executive sponsor empowers the Okeechobee steering committee, project manager(s), and
functional leads to make critical business decisions for the Okeechobee.
Tyler Governance
2.1.4 Tyler Project Manager
The Tyler project manager(s) have direct involvement with the Project and coordinates Tyler project team
members, subject matter experts, the overall implementation schedule, and serves as the primary point
of contact with the Okeechobee. As requested by the Okeechobee, the Tyler project manager(s) provide
regular updates to the Okeechobee’s steering committee and other Tyler governance members.
2.1.5 Tyler Implementation Management
Tyler implementation management has indirect involvement with the Project and is part of the Tyler
escalation process. Tyler project manager(s) consult implementation management on issues and
outstanding decisions critical to the Project. Implementation management works toward a solution with
the Tyler project manager(s) or with the Okeechobee management, as appropriate. Tyler executive
management is the escalation point for any issues not resolved at this level. The name(s) and contact
information for this resource will be provided and available to the project team.
2.1.6 Tyler Executive Management
Tyler executive management has indirect involvement with the Project and is part of the Tyler escalation
process. This team member offers additional support to the project team and collaborates with other
Tyler department managers, as needed, in order to escalate and facilitate implementation project tasks
and decisions. The name(s) and contact information for this resource will be provided and available to the
project team.
Acceptance and Acknowledgment Process
All Deliverables and Control Points must be accepted or acknowledged following the process below.
Acceptance requires a formal sign-off while acknowledgement may be provided without formal sign-off at
the time of delivery. The following process will be used for accepting or acknowledging Deliverables and
Control Points:
The Okeechobee shall have five (5) business days from the date of delivery, or as otherwise
mutually agreed upon by the parties in writing, to accept or acknowledge each Deliverable or
Control Point. If the Okeechobee does not provide acceptance or acknowledgement within five
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(5) business days, or the otherwise agreed upon timeframe, not to be unreasonably withheld,
Tyler deems the Deliverable or Control Point as accepted.
If the Okeechobee does not agree the particular Deliverable or Control Point meets
requirements, the Okeechobee shall notify Tyler project manager(s), in writing, with reasoning
within five (5) business days, or the otherwise agreed-upon timeframe, not to be unreasonably
withheld, of receipt of the Deliverable.
Tyler shall address any deficiencies and redeliver the Deliverable or Control Point. The
Okeechobee shall then have two (2) business days from receipt of the redelivered Deliverable or
Control Point to accept or again submit written notification of reasons for rejecting the
milestone. If the Okeechobee does not provide acceptance or acknowledgement within two (2)
business days, or the otherwise agreed upon timeframe, not to be unreasonably withheld, Tyler
deems the Deliverable or Control Point as accepted.
3 Overall Project Assumptions
Project, Resources and Scheduling
Project activities will begin after the Agreement has been fully executed.
The Okeechobee has the ability to allocate additional internal resources if needed. The
Okeechobee also ensures the alignment of their budget and Scope expectations.
The Okeechobee and Tyler ensure that the assigned resources are available, they buy-into the
change process, and they possess the required business knowledge to complete their assigned
tasks successfully. Should there be a change in resources, the replacement resource should have
a comparable level of availability, buy-in, and knowledge.
Tyler and Okeechobee provide adequate resources to support the efforts to complete the Project
as scheduled and within the constraints of the Project budget.
Abbreviated timelines and overlapped Phases can result in Project delays if there are not
sufficient resources assigned to complete all required work as scheduled.
Changes to Project Plan, availability of resources or changes in Scope may result in schedule
delays, which may result in additional charges to the Project.
Tyler provides a written agenda and notice of any prerequisites to the Okeechobee project
manager(s) ten (10) business days prior to any scheduled on site or remote sessions.
Tyler provides notice of any prerequisites to the Okeechobee project manager(s) a minimum of
ten (10) business days prior to any key deliverable due dates.
Okeechobee users complete prerequisites prior to applicable scheduled activities.
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Tyler provides guidance for configuration and processing options available within the Tyler
software. The Okeechobee is responsible for making decisions based on the options available.
In the event the Okeechobee may elect to add and/or modify current business policies during the
course of this Project, such policy changes are solely the Okeechobee’s responsibility to define,
document, and implement.
The Okeechobee makes timely Project related decisions in order to achieve scheduled due dates
on tasks and prepare for subsequent training sessions. Decisions left unmade may affect the
schedule, as each analysis and implementation session builds on the decisions made in prior
sessions.
Tyler considers additional services out of Scope and requires additional time and costs be
requested via Change Request approved through the Change Control process.
The Okeechobee will respond to information requests in a comprehensive and timely manner, in
accordance with the Project Plan.
Data Conversion
The Okeechobee is readily able to produce the data files needed for conversion from the Legacy
System in order to provide them to Tyler on the specified due date(s).
Each Legacy System data file submitted for conversion includes all associated records in a single
approved file layout.
The Okeechobee understands the Legacy System data extract(s) must be provided to Tyler in the
same format each time unless changes are mutually agreed upon in advance. If not, negative
impacts to the schedule, budget, and resource availability may occur and/or data in the new
system may be incorrect.
During this process, the Okeechobee may need to correct data scenarios in the Legacy System
prior to the final data pull. This is a complex activity and requires due diligence by the
Okeechobee to ensure all data pulled includes all required data and the Tyler system contains
properly mapped data.
Data Exchanges, Modifications, Forms and Reports
The Okeechobee ensures the 3rd party data received conforms to a Tyler standard format.
The 3rd party possesses the knowledge of how to program their portion of the interaction and
understands how to manipulate the data received.
Client is on a supported, compatible version of the 3rd party software or Tyler standard Data
Exchange tools may not be available.
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The Okeechobee is willing to make reasonable business process changes rather than expecting
the product to conform to every aspect of their current system/process.
Any Modification requests not expressly stated in the contract are out of Scope. Modifications
requested after contract signing have the potential to change cost, Scope, schedule, and
production dates for project Phases. Modification requests not in Scope must follow the Project
Change Request process.
Hardware and Software
Tyler will initially Install the most current generally available version of the purchased Tyler
software.
The Okeechobee will provide network access for Tyler modules, printers, and Internet access to
all applicable Okeechobee and Tyler project staff.
The Okeechobee has in place all hardware, software, and technical infrastructure necessary to
support the Project.
The Okeechobee’s system hardware and software meet Tyler standards to ensure sufficient
speed and operability of Tyler software. Tyler will not support use of software if the Okeechobee
does not meet minimum standards of Tyler’s published specifications.
Education
Throughout the Project lifecycle, the Okeechobee provides a training room for Tyler staff to
transfer knowledge to the Okeechobee’s resources, for both onsite and remote sessions. The
Okeechobee will provide staff with a location to practice what they have learned without
distraction. If Phases overlap, the Okeechobee will provide multiple training facilities to allow for
independent sessions scheduling without conflict.
The training room is set up in a classroom setting. The Okeechobee determines the number of
workstations in the room. Tyler recommends every person attending a scheduled session with a
Tyler Consultant or Trainer have their own workstation. However, Tyler requires there be no
more than two (2) people at a given workstation.
The Okeechobee provides a workstation which connects to the Tyler system for the Tyler trainer
conducting the session. The computer connects to a Okeechobee provided projector, allowing all
attendees the ability to actively engage in the training session.
The Okeechobee testing database contains the Tyler software version required for delivery of the
Modification prior to the scheduled delivery date for testing.
The Okeechobee is responsible for verifying the performance of the Modification as defined by
the specification.
Users performing user acceptance testing (UAT) have attended all applicable training sessions
prior to performing UAT.
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4 Implementation Stages
Work Breakdown Structure (WBS)
The Work Breakdown Structure (WBS) is a hierarchical representation of a Project or Phase broken down
into smaller, more manageable components. The top-level components are called “Stages” and the
second level components are called “work packages.” The work packages, shown below each Stage,
contain the high-level work to be done. The detailed Project Plan, developed during Initiate & Plan and
finalized during Assess & Define, will list the tasks to be completed within each work package. Each Stage
ends with a “Control Point”, confirming the work performed during that Stage of the Project.
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4.1 Initiate & Plan (Stage 1)
The Initiate & Plan Stage creates a foundation for the Project through identification of Okeechobee and
Tyler Project Management teams, development of implementation management plans, and the provision
and discussion of system infrastructure requirements. Okeechobee participation in gathering information
is critical. Tyler Project Management teams present initial plans to stakeholder teams at Stage end.
4.1.1 Tyler Internal Coordination & Planning
Prior to Project commencement, Tyler management staff assigns project manager(s). Tyler provides the
Okeechobee with initial Project documents used in gathering basic information, which aids in preliminary
planning and scheduling. Okeechobee participation in gathering requested information by provided
deadlines ensures the Project moves forward in a timely fashion. Internally, the Tyler project manager(s)
coordinate with sales to ensure transfer of vital information from the sales process prior to scheduling a
Project Planning Meeting with the Okeechobee’s team. During this step, Tyler will work with the
Okeechobee to establish the date(s) for the Project/Phase Planning session.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 1 Tyler Internal Coordination & Planning
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Assign Tyler project manager A R I I I
Provide initial Project documents to
Client A I R C I
Sales to Implementation knowledge
transfer A I R C
Internal planning and phase
coordination A R C
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4.1.2 System Infrastructure Planning
The Okeechobee provides, purchases or acquires hardware according to hardware specifications
provided by Tyler and ensures it is available at the Okeechobee’s site. The Okeechobee completes the
system infrastructure audit, ensuring vital system infrastructure information is available to the Tyler
implementation team, and verifies all hardware compatibility with Tyler solutions.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 1 System Infrastructure Planning
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Provide system hardware
specifications I R A I C
Make hardware available for
Installation I C A R
Install system hardware, if
applicable I C A R
Complete system infrastructure
audit I C A R
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4.1.3 Project/Phase Planning
Project and Phase planning provides an opportunity to review the contract, software, data conversions
and services purchased, identify Applications to implement in each Phase (if applicable), and discuss
implementation timeframes. The Tyler project manager(s) deliver an Implementation Management Plan,
which is mutually agreeable by Okeechobee and Tyler.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 1 Project/Phase Planning
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Perform Project/Phase Planning A R I C C I
Deliver implementation
management plan A R C C I
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4.1.4 Project Schedule
Client and Tyler will mutually develop an initial Project Schedule. The initial schedule includes, at
minimum, enough detail to begin Project activities while the detailed Project Plan/schedule is being
developed and refined.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 1 Project Schedule
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Develop initial Project Schedule A R I C I I
Deliver Project Plan and schedule for
Project Phase A R I I I C C I I I
Client reviews Project Plan & initial
schedule C I A R C C C
Client approves Project Plan & initial
schedule I I A R C C I I I I I
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4.1.5 Stakeholder Presentation
Okeechobee stakeholders join Tyler project manager(s) to communicate successful Project criteria,
Project goals, Deliverables, a high-level milestone schedule, and roles and responsibilities of Project
participants.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 1 Stakeholder Presentation
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Present overview of Project
Deliverables, Project Schedule and
roles and responsibilities
A R I I I I C I I I I I I I
Communicate successful Project
criteria and goals I R C A C I I C I I
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4.1.6 Control Point 1: Initiate & Plan Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below. Advancement to the
Assess & Define Stage is dependent upon Tyler’s receipt of the Stage Acceptance.
4.1.6.1 Initiate & Plan Stage Deliverables
Implementation Management Plan
o Objective: Update and deliver baseline management plans to reflect the approach to the
Okeechobee’s Project.
o Scope: The Implementation Management addresses how communication, quality control,
risks/issues, resources and schedules, and Software Upgrades (if applicable) will be
managed throughout the lifecycle of the Project.
o Acceptance criteria: Okeechobee reviews and acknowledges receipt of Implementation
Management Plan.
Project Plan/Schedule
o Objective: Provide a comprehensive list of tasks, timelines and assignments related to the
Deliverables of the Project.
o Scope: Task list, assignments and due dates
o Acceptance criteria: Okeechobee acceptance of schedule based on Okeechobee resource
availability and Project budget and goals.
4.1.6.2 Initiate & Plan Stage Acceptance Criteria
Hardware Installed
System infrastructure audit complete and verified
Implementation Management Plan delivered
Project Plan/Schedule delivered; dates confirmed
Stakeholder Presentation complete
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4.2 Assess & Define (Stage 2)
The primary objective of Assess & Define is to gather information about current Okeechobee business
processes and translate the material into future business processes using Tyler Applications. Tyler uses a
variety of methods for obtaining the information, all requiring Okeechobee collaboration. The
Okeechobee shall provide complete and accurate information to Tyler staff for analysis and
understanding of current workflows and business processes.
4.2.1 Fundamentals Review
Fundamentals Review provides functional leads and Power Users an overall understanding of software
capabilities prior to beginning current and future state analysis. The primary goal is to provide a basic
understanding of system functionality, which provides a foundation for upcoming conversations
regarding future state processing. Tyler utilizes a variety of methods for completing fundamentals training
including the use of eLearning, videos, documentation, and walkthroughs.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 2 Assess & Define
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Schedule fundamentals review &
provide fundamentals materials &
prerequisites, if applicable
A R I C I I I
Complete fundamentals materials
review and prerequisites I A R I C
Ensure all scheduled attendees are
present I I A R C I
Facilitate fundamentals review A R I I I
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4.2.2 Current/Future State Analysis
Okeechobee and Tyler evaluate current state processes, options within the new software, pros and cons
of each option based on current or desired state, and make decisions about future state configuration
and processing.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 2 Current/Future State Analysis
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Provide Current/Future State
analysis materials to the
Okeechobee, as applicable
A R I C I I
Conduct Current & Future State
analysis A R I C I C
Provide pros and cons of Tyler
software options A R I C I C
Make Future State Decisions
according to due date in the Project
Plan
I I C A R I C I
Record Future State decisions A R I C I C
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4.2.3 Data Conversion Planning & Mapping
This entails the activities performed to prepare to convert data from the Okeechobee’s Legacy System
Applications to the Tyler system. Tyler staff and the Okeechobee work together to complete Data
Mapping for each piece of data (as outlined in the Agreement) from the Legacy System to a location in
the Tyler system.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 2 Data Conversion Planning & Mapping
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Review contracted data
conversion(s) options A R I C C C C
Map data from Legacy System to
Tyler system I C I A C C R
Pull conversion data extract I I A C C R
Run balancing Reports for data
pulled and provide to Tyler I I A C R I
Review and approve initial data
extract A I C R I I
Correct issues with data extract, if
needed I C C A C C R
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4.2.4 Standard 3rd Party Data Exchange Planning
Standard Data Exchange tools are available to allow clients to get data in and out of the Tyler system with
external systems. Data exchange tools can take the form of Imports and Exports, and Interfaces.
A Standard Interface is a real-time or automated exchange of data between two systems. This could be
done programmatically or through an API. It is Tyler’s responsibility to ensure the Tyler programs operate
correctly. It is the City’s responsibility to ensure the third party program operates or accesses the data
correctly.
The City and Tyler Project Manager(s) will work together to define/confirm which Data Exchanges are
needed (if not outlined in the Agreement). Tyler will provide a file layout for each Standard Data
Exchange.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 2 Standard 3 rd Party Data Exchange Planning
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Review Standard or contracted Data
Exchanges A R C I I C
Define or confirm needed Data
Exchanges I C A C C R
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4.2.5 Modification Analysis & Specification, if contracted
Tyler staff conducts additional analysis and develops specifications based on information discovered
during this Stage. The Okeechobee reviews the specifications and confirms they meet Okeechobee’s
needs prior to acceptance. Out of Scope items or changes to specifications after acceptance may require
a Change Request.
Tyler’s intention is to minimize Modifications by using Standard functionality within the Application,
which may require a Okeechobee business process change. It is the responsibility of the Okeechobee to
detail all of their needs during the Assess and Define Stage. Tyler will write up specifications (for
Okeechobee approval) for contracted program Modifications. Upon approval, Tyler will make the agreed
upon Modifications to the respective program(s). Once the Modifications have been delivered, the
Okeechobee will test and approve those changes during the Build and Validate Stage.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 2 Modification Analysis & Specification, if contracted
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Analyze contracted modified
program requirements A C R C C I C C
Develop specification document(s) A I C R I I I I
Review specification document(s);
provide changes to Tyler, if
applicable
I C C A R I C C
Sign-off on specification
document(s) and authorize work I I A R C I I C
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4.2.6 Forms & Reports Planning
Okeechobee and Tyler project manager(s) review Forms and Report needs. Items that may be included in
the Agreement are either Standard Forms and Reports or known/included Modification(s). Items not
included in the Agreement could be either Okeechobee-developed Reports or a newly discovered
Modification that will require a Change Request.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 2 Forms & Reports Planning
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Review required Forms output A R C I C I
Review and complete Forms options
and submit to Tyler I I A R C
Review in Scope Reports A R I C C
Identify additional Report needs I C A R C
Add applicable tasks to Project
schedule A R I C C I I I
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4.2.7 System Deployment
The Tyler Technical Services team Installs Tyler Applications on the server (hosted or client-based) and
ensures the platform operates as expected.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 2 System Deployment
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Install contracted software on server A I R I C
Ensure platform operates as
expected A I R I C
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4.2.8 Control Point 2: Assess & Define Stage Acceptance
Acceptance criteria for this Stage includes completion of all criteria listed below. Advancement to the
Build & Validate Stage is dependent upon Tyler’s receipt of the Stage Acceptance.
4.2.8.1 Assess & Define Stage Deliverables
Completed analysis Questionnaire
o Objective: Gather and document information related to Okeechobee business processes
for current/future state analysis as it relates to Tyler approach/solution.
o Scope: Provide comprehensive answers to all questions on Questionnaire(s).
o Acceptance criteria: Okeechobee acceptance of completed Questionnaire based on
thoroughness of capturing all Okeechobee business practices to be achieved through
Tyler solution.
Data conversion summary and specification documents
o Objective: Define data conversion approach and strategy.
o Scope: Data conversion approach defined, data extract strategy, conversion and
reconciliation strategy.
o Acceptance criteria: Data conversion document(s) delivered to the Okeechobee,
reflecting complete and accurate conversion decisions.
Modification specification documents, if contracted
o Objective: Provide comprehensive outline of identified gaps, and how the modified
program meets the Okeechobee’s needs.
o Scope: Design solution for Modification.
o Acceptance criteria: Okeechobee accepts Modified Specification Document(s) and agrees
that the proposed solution meets their requirements.
Completed Forms options and/or packages
o Objective: Provide specifications for each Okeechobee in Scope form, Report and output
requirements.
o Scope: Complete Forms package(s) included in agreement and identify Report needs.
o Acceptance criteria: Identify Forms choices and receive supporting documentation.
Installation checklist
o Objective: Installation of purchased Tyler software.
o Scope: Tyler will conduct an initial coordination call, perform an installation of the
software included in the Agreement, conduct follow up to ensure all tasks are complete,
and complete server system administration training, unless the Okeechobee is hosted.
o Acceptance criteria: Tyler software is successfully installed and available to authorized
users, Okeechobee team members are trained on applicable system administration tasks.
4.2.8.2 Assess & Define Stage Acceptance Criteria
Tyler software is installed.
Fundamentals review is complete.
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Required Form information complete and provided to Tyler.
Current/Future state analysis completed; Questionnaires delivered and reviewed.
Data conversion mapping and extractions completed and provided to Tyler.
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4.3 Build & Validate (Stage 3)
The objective of the Build & Validate Stage is to prepare the software for use in accordance with the
Okeechobee’s needs identified during the Assess and Define Stage, preparing the Okeechobee for Final
Testing and Training.
4.3.1 Configuration & Power User Training
Tyler staff collaborates with the Okeechobee to complete software configuration based on the outputs of
the future state analysis performed during the Assess and Define Stage. Tyler staff will train the
Okeechobee Power Users to prepare them for the Validation of the software. The Okeechobee
collaborates with Tyler staff iteratively to Validate software configuration.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 3 Build & Validate
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Perform configuration A R I R I
Power User process and Validation
training A R I C I C I
Validate configuration I C A C R C
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4.3.2 Data Conversion & Validation
Tyler completes an initial review of the converted data for errors. With assistance from the Okeechobee,
the Tyler Data Conversion Team addresses items within the conversion program to provide the most
efficient data conversion possible. With guidance from Tyler, the Okeechobee reviews specific data
elements within the system and identifies and Reports discrepancies in writing. Iteratively, Tyler
collaborates with the Okeechobee to address conversion discrepancies prior to acceptance.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 3 Data Conversion & Validation
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Write and run data conversion
program against Client data A I C R C
Complete initial review of data
errors A I C R I I C
Review data conversion and submit
needed corrections I C I A C R C
Revise conversion program(s) to
correct error(s) A I C R I I C C
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4.3.3 Standard 3rd Party Data Exchange Validation
Tyler provides training on Data Exchange(s) and the Okeechobee tests each Data Exchange.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 3 Standard 3rd Party Data Exchange Validation
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Train Data Exchange(s) processing in
Tyler software A R C I I I C I
Coordinate 3rd Party Data Exchange
activities I I A C C R
Test all Standard 3rd party Data
Exchange(s) I C A C I R C
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4.3.4 Modification Delivery & Validation, if contracted
Tyler delivers in Scope Modification(s) to the Okeechobee for preliminary testing. Final acceptance will
occur during the Final Testing and Training Stage.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 3 Modification Delivery & Validation, if contracted
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Develop and deliver contracted
modified program(s) A I C I R I C I C I C
Test contracted modified
program(s) in isolated database I C C A C R C
Report discrepancies between
specification and delivered
contracted modified program(s)
I I I A R C C
Make corrections to contracted
modified program(s) as required A I C I R I C C I
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4.3.5 Forms & Reports Validation
Tyler provides training on Standard Forms/Reports and the Okeechobee tests each Standard
Form/Report.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 3 Forms & Reports Validation
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Standard Forms & Report training A R I C C I
Test Standard Forms & Reports I C C A C R C
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4.3.6 Control Point 3: Build & Validate Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below. Advancement to the Final Testing &
Training Stage is dependent upon Tyler’s receipt of the Stage Acceptance.
4.3.6.1 Build & Validate Stage Deliverables
Initial data conversion
o Objective: Convert Legacy System data into Tyler system.
o Scope: Data conversion program complete; deliver converted data for review.
o Acceptance criteria: Initial error log available for review.
Data conversion verification document
o Objective: Provide instructions to the Okeechobee to verify converted data for accuracy.
o Scope: Provide self-guided instructions to verify specific data components in Tyler
system.
o Acceptance criteria: Okeechobee accepts data conversion delivery; Okeechobee
completes data issues log.
Installation of Modifications on the Okeechobee’s server(s) *except for hosted Clients
o Objective: Deliver Modification(s) in Tyler software.
o Scope: Program for Modification is complete and available in Tyler software, Modification
testing.
o Acceptance criteria: Delivery of Modification(s) results in objectives described in the
Okeechobee-signed specification.
Standard Forms & Reports Delivered
o Objective: Provide Standard Forms & Reports for review.
o Scope: Installation of all Standard Forms & Reports included in the Agreement.
o Acceptance criteria: Standard Forms & Reports available in Tyler software for testing in
Stage 4.
4.3.6.2 Build & Validate Stage Acceptance Criteria
Application configuration completed.
Standard Forms & Reports delivered and available for testing in Stage 4.
Data conversions (except final pass) delivered.
Standard 3rd party Data Exchange training provided.
Modifications delivered and available for testing in Stage 4.
The Okeechobee and Tyler have done a review of primary configuration areas to Validate
completeness and readiness for testing and acceptance in Stage 4.
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4.4 Final Testing & Training (Stage 4)
During Final Testing and Training, Tyler and the Okeechobee review the final Cutover plan. A critical
Project success factor is the Okeechobee understanding the importance of Final Testing and Training and
dedicating the resources required for testing and training efforts in order to ensure a successful
Production Cutover.
4.4.1 Cutover Planning
Okeechobee and Tyler project manager(s) discuss final preparations and critical dates for Production
Cutover. Tyler delivers a Production Cutover Checklist to outline Cutover tasks to help prepare the
Okeechobee for success.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 4 Cutover Planning
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Cutover Planning Session A R C I C C C C C C
Develop Production Cutover
Checklist A R C I I C C I I C
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4.4.2 User Acceptance Testing (UAT)
The Okeechobee performs User Acceptance Testing to verify software readiness for day-to-day business
processing. Tyler provides a Test Plan for users to follow to ensure proper Validation of the system.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 4 User Acceptance Testing (UAT)
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Deliver Test Plan for User
Acceptance Testing A R C I I
Perform User Acceptance Testing I C A R C C C I I C I
Accept modified program(s), if
applicable I I I A R C I C C
Validate Report performance I C C A C R C
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4.4.3 End User Training
End Users attend training sessions to learn how to utilize Tyler software. Training focuses primarily on
day-to-day Okeechobee processes that will be delivered via group training, webinar, eLearnings and/or
live training sessions.
Unless stated otherwise in the Agreement, Tyler provides one occurrence of each scheduled training or
implementation topic with up to the maximum number of users as defined in the Agreement, or as
otherwise mutually agreed. Okeechobee users who attended the Tyler sessions may train any
Okeechobee users not able to attend the Tyler sessions or additional sessions may be contracted at the
applicable rates for training.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 4 End User Training
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Conduct user training sessions A R C I I I I I
Conduct additional End User training
sessions I I A C I R I I I I
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4.4.4 Control Point 4: Final Testing & Training Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below. Advancement to the Production
Cutover Stage is dependent upon Tyler’s receipt of the Stage Acceptance.
4.4.4.1 Final Testing & Training Stage Deliverables
Production Cutover checklist
o Objective: Provide a detailed checklist outlining tasks necessary for production Cutover.
o Scope: Dates for final conversion, date(s) to cease system processing in Legacy System,
date(s) for first processing in Tyler system, contingency plan for processing.
o Acceptance criteria: Definition of all pre-production tasks, assignment of owners and
establishment of due dates.
User Acceptance Test Plan
o Objective: Provide testing steps to guide users through testing business processes in Tyler
software.
o Scope: Testing steps for Standard business processes.
o Acceptance criteria: Testing steps have been provided for Standard business processes.
4.4.4.2 Final Testing & Training Stage Acceptance Criteria
Production Cutover Checklist delivered and reviewed.
Modification(s) tested and accepted, if applicable.
Standard 3rd party Data Exchange programs tested and accepted.
Standard Forms & Reports tested and accepted.
User acceptance testing completed.
End User training completed.
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4.5 Production Cutover (Stage 5)
Okeechobee and Tyler resources complete tasks as outlined in the Production Cutover Plan and the
Okeechobee begins processing day-to-day business transactions in the Tyler software. Following
Production Cutover, the Okeechobee transitions to the Tyler support team for ongoing support of the
Application.
4.5.1 Final Data Conversion, if applicable
The Okeechobee provides final data extract and Reports from the Legacy System for data conversion and
Tyler executes final data conversion. The Okeechobee may need to manually enter into the Tyler system
any data added to the Legacy System after final data extract.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 5 Final Data Conversion, if applicable
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Provide final data extract C I I A C I I I I R
Provide final extract balancing
Reports I I A C R I
Convert and deliver final pass of
data A I I R I I I C
Validate final pass of data I C C I A C R C
Load final conversion pass to
Production environment I I I A C I C R
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4.5.2 Production Processing & Assistance
Tyler staff collaborates with the Okeechobee during Production Cutover activities. The Okeechobee
transitions to Tyler software for day-to day business processing.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 5 Production Processing & Assistance
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Production processing C C I I A R R R R R R I I
Provide production assistance A R C I C C C C C C
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4.5.3 Transition to Tyler Support
Tyler project manager(s) introduce the Okeechobee to the Tyler Support team, who provides the
Okeechobee with day-to-day assistance following Production Cutover.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 5 Transition to Tyler Support
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Develop internal support plan I A R C C C C C C C
Conduct transfer to Support
meeting A I C R C C C C I I C I I
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4.5.4 Schedule Post-Production Services, if applicable
Tyler provides post-production services if included in the Agreement. Prior to scheduling services, the
Tyler project manager(s) collaborate with Okeechobee project manager(s) to identify needs.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 5 Schedule Post-Production Services, if applicable
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Identify topics for post-production
services C C A R I C I
Schedule services for post-
production topics A R I C C I C I
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4.5.5 Control Point 5: Production Cutover Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below. Advancement to the Phase/Project
Closure Stage is dependent upon Tyler’s receipt of this Stage Acceptance.
4.5.5.1 Production Cutover Stage Deliverables
Final data conversion, if applicable
o Objective: Ensure (in Scope) Legacy System data is available in Tyler software in
preparation for production processing.
o Scope: Final passes of all conversions completed in this Phase.
o Acceptance criteria: Data is available in production environment.
Support transition documents
o Objective: Define strategy for on-going Tyler support.
o Scope: Define support strategy for day-to-day processing, conference call with
Okeechobee Project Manager(s) and Tyler support team, define roles and
responsibilities, define methods for contacting support.
o Acceptance criteria: the Okeechobee receives tools to contact support and understands
proper support procedures.
4.5.5.2 Production Cutover Stage Acceptance Criteria
Final data conversion(s) delivered.
Processing is being done in Tyler production.
Transition to Tyler support is completed.
Post-live services have been scheduled, if applicable.
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4.6 Phase/Project Closure (Stage 6)
Project or Phase closure signifies full implementation of all products purchased and encompassed in the
Phase or Project. The Okeechobee moves into the next cycle of their relationship with Tyler (next Phase
of implementation or long-term relationship with Tyler Support).
4.6.1 Close Phase/Project
The Okeechobee and Tyler project manager(s) review the list of outstanding Project activities and develop
a plan to address them. The Tyler project manager(s) review the Project budget and status of each
contract Deliverable with the Okeechobee project manager(s) prior to closing the Phase or Project.
RACI MATRIX KEY: R = Responsible A = Accountable C = Consulted I = Informed
STAGE 6 Close Phase/Project
TYLER CLIENT
TASKS Tyler Executive Manager Tyler Implementation Manager Tyler Project Manager Tyler Implementation Consultant Tyler Data Conversion Experts Tyler Forms & Reports Experts Tyler Modification Programmers Tyler Technical Support Tyler Sales Client Executive Sponsor Client Steering Committee Client Project Manager Client Functional Leads Client Change Management Leads Client Power Users Client Department Heads Client End Users Client Technical Leads Client Project Toolset Coordinator Client Upgrade Coordinator Review outstanding Project activities
and develop action plan A R C C C I C I C
Review Project budget and status of
contract Deliverables A R I I C
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4.6.2 Control Point 6: Phase/Project Closure Stage Acceptance
Acceptance criteria for this Stage includes all criteria listed below. This is the final acceptance for the
Phase/Project.
4.6.2.1 Phase/Project Closure Stage Deliverables
Phase/Project reconciliation report
o Objective: Provide comparison of contract Scope and Project budget.
o Scope: Contract Scope versus actual, analysis of services provided and remaining budget,
identify any necessary Change Requests or Project activity.
o Acceptance criteria: Acceptance of services and budget analysis and plan for changes, if
needed.
4.6.2.2 Phase/Project Closure Stage Acceptance Criteria
Outstanding Phase or Project activities have been documented and assigned.
Phase/final Project budget has been reconciled.
Tyler Deliverables for the Phase/Project are complete.
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5 Roles and Responsibilities
5.1 Tyler Roles and Responsibilities
Tyler assigns project manager(s) prior to the start of each Phase of the Project. The project manager(s)
assign additional Tyler resources as the schedule develops and as needs arise. One person may fill
multiple project roles.
5.1.1 Tyler Executive Management
Provides clear direction for Tyler staff on executing on the Project Deliverables to align with
satisfying the Okeechobee’s overall organizational strategy.
Authorizes required project resources.
Resolves all decisions and/or issues not resolved at the implementation management level as part
of the escalation process.
Offers additional support to the project team and is able to work with other Tyler department
managers in order to escalate and facilitate implementation project tasks and decisions.
Acts as the counterpart to the Okeechobee’s executive sponsor.
5.1.2 Tyler Implementation Management
Acts as the counterpart to the Okeechobee steering committee.
Assigns initial Tyler project personnel.
Works to resolve all decisions and/or issues not resolved at the Project Management level as part
of the escalation process.
Attends Okeechobee steering committee meetings as necessary.
Provides support for the project team.
Provides management support for the Project to ensure it is staffed appropriately and staff have
necessary resources.
Monitors project progress including progress towards agreed upon goals and objectives.
5.1.3 Tyler Project Manager
The Tyler project manager(s) provides oversight of the Project, coordination of resources between
departments, management of the project budget and schedule, effective risk and issue management, and
is the primary point of contact for all Project related items.
Contract Management
o Validates contract compliance throughout the Project.
o Ensures Deliverables meet contract requirements.
o Acts as primary point of contact for all contract and invoicing questions.
o Prepares and presents contract milestone sign-offs for acceptance by Okeechobee project
manager(s).
o Coordinates Change Requests, if needed, to ensure proper Scope and budgetary compliance.
Planning
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o Update and deliver Implementation Management Plan.
o Defines project tasks and resource requirements.
o Develops initial project schedule and full scale Project Plan.
o Collaborates with Okeechobee project manager(s) to plan and schedule project timelines to
achieve on-time implementation.
Implementation Management
o Tightly manages Scope and budget of Project; establishes process and approval matrix with
the Okeechobee to ensure Scope changes and budget planned versus actual are transparent
and handled effectively and efficiently.
o Establishes and manages a schedule and resource plan that properly supports the Project
Plan that is also in balance with Scope/budget.
o Establishes risk/issue tracking/reporting process between the Okeechobee and Tyler and
takes all necessary steps to proactively mitigate these items or communicates with
transparency to the Okeechobee any items that may impact the outcomes of the Project.
o Collaborates with the Okeechobee’s project manager(s) to establish key business drivers and
success indicators that will help to govern project activities and key decisions to ensure a
quality outcome of the project.
o Sets a routine communication plan that will aide all project team members, of both the
Okeechobee and Tyler, in understanding the goals, objectives, current status and health of
the project.
Team Management
o Acts as liaison between project team and Tyler manager(s).
o Identifies and coordinates all Tyler resources across all applications, Phases, and activities
including development, forms, installation, reports, implementation, and billing.
o Provides direction and support to project team.
o Builds partnerships among the various stakeholders, negotiating authority to move the
Project forward.
o Manages the appropriate assignment and timely completion of tasks as defined in the Project
Plan, task list, and Production Cutover Checklist.
o Assesses team performance and adjusts as necessary.
o Interfaces closely with Tyler developers to coordinate program Modification activities.
o Coordinates with in Scope 3rd party providers to align activities with ongoing project tasks.
5.1.4 Tyler Implementation Consultant
Completes tasks as assigned by the Tyler project manager(s).
Performs problem solving and troubleshooting.
Follows up on issues identified during sessions.
Documents activities for on site services performed by Tyler.
Provides conversion Validation and error resolution assistance.
Recommends guidance for testing Forms and Reports.
Tests software functionality with the Okeechobee following configuration.
Assists during Production Cutover process and provides production support until the Okeechobee
transitions to Tyler Support.
Provides product related education.
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Effectively facilitates training sessions and discussions with Okeechobee and Tyler staff to ensure
adequate discussion of the appropriate agenda topics during the allotted time.
Conducts training (configuration, process, conversion Validation) for Power Users and the
Okeechobee’s designated trainers for End Users.
Clearly documents homework tasks with specific due dates and owners, supporting and
reconciling with the final Project Plan.
Keeps Tyler project manager(s) proactively apprised of any and all issues which may result in the
need for additional training, change in schedule, change in process decisions, or which have the
potential to adversely impact the success of the Project prior to taking action.
5.1.5 Tyler Sales
Provide sales background information to Implementation during Project initiation.
Support Sales transition to Implementation.
Provide historical information, as needed, throughout implementation.
5.1.6 Tyler Software Support
Manages incoming client issues via phone, email, and online customer incident portal.
Documents and prioritizes issues in Tyler’s Customer Relationship Management (CRM) system.
Provides issue analysis and general product guidance.
Tracks issues and tickets to timely and effective resolution.
Identifies options for resolving reported issues.
Reports and escalates defects to Tyler Development.
Communicates with the Okeechobee on the status and resolution of reported issues.
5.1.7 Tyler Disaster Recovery Support
Conduct and monitor nightly backups of Okeechobee databases at hosting facility, transfer
nightly backups to Tyler’s data center.
Provides services to host Application in the event of a disaster.
Provides 24 hour RPO – Recover Point Objective.
Provides emergency response within 2 business hours
Ensure Tyler Application availability within 8 business hours.
Provide one annual disaster planning walkthrough.
5.1.8 Tyler Basic Network Support
Manages incoming Okeechobee issues via phone, email, online customer incident portal, and
from Software Support.
Provides system support including remote support of Okeechobee systems, operating systems,
network and local printing, and SQL assistance for the systems and platform directly attributable
to the Tyler Applications.
Tracks issues and tickets to timely and effective resolution.
Determine root cause and provide solutions or provide direction/escalation to Tyler
Development.
Consult on pre-sales in regards to system requirements.
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5.2 Okeechobee Roles and Responsibilities
Okeechobee resources will be assigned prior to the start of each Phase of the project. One person may
be assigned to multiple project roles.
5.2.1 Okeechobee Executive Sponsor
Provides clear direction for the Project and how the Project applies to the organization’s overall
strategy.
Champions the Project at the executive level to secure buy-in.
Authorizes required Project resources.
Resolves all decisions and/or issues not resolved at the Okeechobee steering committee level as
part of the escalation process.
Actively participates in organizational change communications.
5.2.2 Okeechobee Steering Committee
Works to resolve all decisions and/or issues not resolved at the project manager level as part of
the escalation process.
Attends all scheduled steering committee meetings.
Provides support for the project team.
Assists with communicating key project messages throughout the organization.
Prioritizes the project within the organization.
Provides management support for the project to ensure it is staffed appropriately and staff have
necessary resources.
Monitors project progress including progress towards agreed upon goals and objectives.
Has the authority to approve or deny changes impacting the following areas:
o Cost
o Scope
o Schedule
o Project Goals
o Okeechobee Policies
5.2.3 Okeechobee Project Manager
The Okeechobee shall assign project manager(s) prior to the start of this Project with overall
responsibility and authority to make decisions related to project Scope, scheduling, and task assignment,
and communicates decisions and commitments to the Tyler project manager(s) in a timely and efficient
manner. When the Okeechobee project manager(s) do not have the knowledge or authority to make
decisions, he or she engages the correct resources from Okeechobee to participate in discussions and
make decisions in a timely fashion to avoid Project delays.
Contract Management
o Validates contract compliance throughout the Project.
o Ensures invoicing and Deliverables meet contract requirements.
o Acts as primary point of contact for all contract and invoicing questions.
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o Signs off on contract milestone acknowledgment documents.
o Collaborates on and approves Change Requests, if needed, to ensure proper Scope and
budgetary compliance.
Planning
o Review and acknowledge Implementation Management Plan.
o Defines project tasks and resource requirements for Okeechobee project team.
o Collaborates in the development and approval of the initial Project Plan and Project Plan.
o Collaborates with Tyler project manager(s) to plan and schedule Project timelines to achieve
on-time implementation.
Implementation Management
o Tightly manages Project budget and Scope and collaborates with Tyler project manager(s) to
establish a process and approval matrix to ensure Scope changes and budget planned versus
actual are transparent and handled effectively and efficiently.
o Collaborates with Tyler project manager to establish and manage a schedule and resource
plan that properly supports the Project Plan, as a whole, that is also in balance with
Scope/budget.
o Collaborates with Tyler Project manager(s) to establishes risk/issue tracking/reporting
process between the Okeechobee and Tyler and takes all necessary steps to proactively
mitigate these items or communicates with transparency to Tyler any items that may impact
the outcomes of the Project.
o Collaborates with Tyler Project manager(s) to establish key business drivers and success
indicators that will help to govern Project activities and key decisions to ensure a quality
outcome of the Project.
o Routinely communicates with both Okeechobee staff and Tyler, aiding in the understanding
of goals, objectives, current status, and health of the Project by all team members.
Team Management
o Acts as liaison between project team and stakeholders.
o Identifies and coordinates all Okeechobee resources across all modules, Phases, and activities
including data conversions, forms design, hardware and software installation, reports
building, and satisfying invoices.
o Provides direction and support to project team.
o Builds partnerships among the various stakeholders, negotiating authority to move the
Project forward.
o Manages the appropriate assignment and timely completion of tasks as defined in the Project
Plan, task list, and Production Cutover Checklist.
o Assesses team performance and takes corrective action, if needed.
o Provides guidance to Okeechobee technical teams to ensure appropriate response and
collaboration with Tyler Technical Support Teams to ensure timely response and appropriate
resolution.
o Coordinates in Scope 3rd party providers to align activities with ongoing Project tasks.
5.2.4 Okeechobee Functional Leads
Makes business process change decisions under time sensitive conditions.
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Communicates existing business processes and procedures to Tyler consultants.
Assists in identifying business process changes that may require escalation.
Attends and contributes business process expertise for current/future state analysis sessions.
Identifies and includes additional subject matter experts to participate in Current/Future State
Analysis sessions.
Provides business process change support during Power User and End User training.
Completes performance tracking review with client project team on End User competency on
trained topics.
Provides Power and End Users with dedicated time to complete required homework tasks.
Act as an ambassador/champion of change for the new process.
Identifies and communicates any additional training needs or scheduling conflicts to Okeechobee
project manager.
Prepares and Validates Forms.
Actively participates in all aspects of the implementation, including, but not limited to, the
following key activities:
o Task completion
o Stakeholder Presentation
o Implementation Management Plan development
o Schedule development
o Maintenance and monitoring of risk register
o Escalation of issues
o Communication with Tyler project team
o Coordination of Okeechobee resources
o Attendance at scheduled sessions
o Change Management activities
o Modification specification, demonstrations, testing and approval assistance
o Conversion Analysis and Verification Assistance
o Decentralized End User Training
o Process Testing
o User Acceptance Testing
5.2.5 Okeechobee Power Users
Participate in Project activities as required by the project team and project manager(s).
Provide subject matter expertise on Okeechobee business processes and requirements.
Act as subject matter experts and attend current/future state and validation sessions as needed.
Attend all scheduled training sessions.
Participate in all required post-training processes as needed throughout Project.
Participate in Conversion Validation.
Test all Application configuration to ensure it satisfies business process requirements.
Become Application experts.
Participate in User Acceptance Testing.
Adopt and support changed procedures.
Complete all Deliverables by the due dates defined in the Project Plan.
Demonstrate competency with Tyler products processing prior to Production Cutover.
Provide knowledge transfer to Okeechobee staff during and after implementation.
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5.2.6 Okeechobee End Users
Attend all scheduled training sessions.
Become proficient in Application functions related to job duties.
Adopt and utilize changed procedures.
Complete all Deliverables by the due dates defined in the Project Plan.
Utilize software to perform job functions at and beyond Production Cutover.
5.2.7 Okeechobee Technical Support
Coordinates updates and releases with Tyler as needed.
Coordinates the copying of source databases to training/testing databases as needed for training
days.
Extracts and transmits conversion data and control reports from Okeechobee’s Legacy System
per the conversion schedule set forth in the Project Plan.
Coordinates and adds new users and printers and other Peripherals as needed.
Validates all users understand log-on process and have necessary permission for all training
sessions.
Coordinates Interface development for Okeechobee third party Data Exchanges.
Develops or assists in creating Reports as needed.
Ensures onsite system hardware meets specifications provided by Tyler.
Assists with software Installation as needed.
5.2.8 Okeechobee Upgrade Coordinator
Becomes familiar with the Software Upgrade process and required steps.
Becomes familiar with Tyler’s releases and updates.
Utilizes Tyler Community to stay abreast of the latest Tyler releases and updates, as well as the
latest helpful tools to manage the Okeechobee’s Software Upgrade process.
Assists with the Software Upgrade process during implementation.
Manages Software Upgrade activities post-implementation.
Manages Software Upgrade plan activities.
Coordinates Software Upgrade plan activities with Okeechobee and Tyler resources.
Communicates changes affecting users and department stakeholders.
Obtains department stakeholder sign-offs to upgrade production environment.
5.2.9 Okeechobee Project Toolset Coordinator
Ensures users have appropriate access to Tyler project toolsets such as Tyler University, Tyler
Community, Tyler Product Knowledgebase, SharePoint, etc.
Conducts training on proper use of toolsets.
Validates completion of required assignments using toolsets.
5.2.10 Okeechobee Change Management Lead
Validates users receive timely and thorough communication regarding process changes.
Provides coaching to supervisors to prepare them to support users through the project changes.
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Identifies the impact areas resulting from project activities and develops a plan to address them
proactively.
Identifies areas of resistance and develops a plan to reinforce the change.
Monitors post-production performance and new process adherence.
Financial Conversion Summary
This document is a summary of what is included in the standard conversion for Tyler Technologies
Financial Suite. Items not listed below are generally assumed to not be eligible for electronic data
conversion.
Client Responsibilities
Data in Tyler’s Standard Data Layouts or approved formats
Provide data definitions
Provide matching reports & screen shots with the provided data
Review conversion during setup and go-live
General Ledger
Standard Conversion Includes:
Full chart of accounts listing, descriptions, and corresponding account types
Element (segment) values and descriptions
Summarized budget figures for current fiscal year
Unlimited historical transactions as provided by client.
NOTE: Training will be provided on how to import additional budget years from Excel.
Accounts Payable
Standard Conversion Includes:
Vendor master information, address, primary contact, and NOTEs
Unlimited historical transactions as provided by client.
Personnel Management
Standard Conversion Includes:
Basic employee information – employee master, address, primary contact, dates, phone
numbers, dependents, NOTEs
Employee Deductions & Taxes
Employee Direct Deposit Information
Employee Leave Balances
Employee Retirement
Rates/Base Pay (salary / hourly compensation)
Unlimited historical transactions provided by client.
NOTE: Employee positions/deductions will be created according to recommended best business
practices.
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Applications not converted
Bank Reconciliation
Employee Self Services/Time & Attendance
Custom Conversion Services
Tyler is able to provide custom conversion services for clients who need services beyond what the
standard conversion offers. An estimate can be provided for these services, and actual time and
materials are billed. The following are a few examples of items that are not included in the standard
conversion and can be addressed through custom conversion services:
Data cleaning; including but not limited to name clean-up and data fixes
Converting from multiple sources of data
Changing configuration after sign-off
Work Order historical data
Purchase Order historical data
Inventory
Data Extract
The standard conversion includes converting from a single source of data. If data is stored in multiple
databases or data is provided in multiple formats custom conversion services may be required. Below are
the approved formats:
Microsoft SQL Server database
Microsoft Access database
Delimited ASCII text files with headers (pipe “|” delimited is preferred)
Excel spreadsheets – with flat data and headers, not grouped in report fashion
PROGRESS database
To ensure that no data is corrupted, staff should exit the software prior to pulling the data and restrict
processing of any transactions during this time.
It is important to understand that the conversion will not “rehabilitate” old data. The conversion process
does not clean up or correct problems in old data; data is converted one for one. For example, if the
current system allowed punctuation, the new software will also display data with the exact same
punctuation after the conversion. If data manipulation is desired, please contact your Project Manager to
assist in preparing a work order for these services.
Tyler Technologies deploys several methods of transferring files across the internet. For client’s sensitive
data, we use Secure File Transfer Protocol (SFTP) servers because it is our policy to never transmit
sensitive data across the Internet. If your data requires more sensitive measures please contact your
assigned Project Manager. All data uploads and downloads are performed via secure connections. Prior
to any data uploads you must compress your data. Your Project Manager will provide you with
instructions containing your SFTP user name and password along with a tool for compressing your data.
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Matching Reports
Matching reports are essential to your conversion. These will be used to determine the validity of the
entire conversion. Please ensure the extracted data corresponds to these reports, as the conversion will
not be able to be verified if this is not the case. See Appendix C for a full listing of necessary reports.
Screenshots
Screenshots are an important piece of Tyler being able to verify the location of data, how it appears in the
legacy system, and that the data is converting correctly. These should be taken and provided at the same
time the data pull is done. Screenshots are needed for each section being converted as well as any
different variations of the same screen. Certain processes and field selections can drive variations in
screen designs. We recommend a variety of examples ranging from your most complex cases that utilize
every aspect of your legacy system to common cases. Showing every screen that is available for complex
cases gives us insight into how we can convert your legacy data and accommodate your complex
processes. See Appendix C for a full listing of necessary screenshots.
Duplicate Entry
Unless otherwise noted, it is assumed all data conversion elements will be converted once. While the
timing of each data conversion element will be scheduled out between the Client and Tyler’s Project
Managers, once an element has been converted and delivered, it will not be converted again and
duplicate entry between the current legacy system and Incode 10 will be required for a period of time
until Incode 10 becomes the live system of record.
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6 Glossary
Word or Term Definition
Application A computer program designed to perform a group of coordinated
functions, tasks or activities for the benefit of the user.
Change Control A systematic approach for managing change governing how Change
Requests will be received, assessed and acted on.
Change Management An approach for ensuring that changes are thoroughly and smoothly
implemented and that the lasting benefits of change are achieved. The
focus is on the global impact of change with an intense focus on people
and how individuals and teams move from the current situation to the
new one.
Change Request A form used as part of the Change Control process whereby changes in
the Scope of work, timeline, resources, and/or budget are revised and
agreed upon by participating parties.
Consumables Items that are used on a recurring basis, usually by Peripherals.
Examples: paper stock or scanner cleaning kits.
Control Point Occurring at the end of each Stage, the Control Point serves as a formal
client review point. Project progress cannot continue until the client
acknowledges the agreed upon Deliverables of the Stage have been
met or agree on an action plan to make the Deliverable acceptable and
move to next Stage while executing final steps of current Stage.
Cutover The point when a client begins using Tyler software in production.
Data Exchange A term used to reference Imports and Exports, and Interfaces which
allow data to be exchanged between an external system and Tyler
software.
Data Mapping The process of mapping fields from the Legacy System to the
appropriate location in the new system from one or more sources.
Deliverable A tangible or intangible object/document produced as a result of the
Project that is intended to be delivered to a client (either internal or
external) or vendor at a specific time.
End User The person for whom the software is designed to use on a day -to-day
basis.
Forms A document which is typically printed on a template background and
only captures data for one record per page. Forms are provided to
entity customers whether internal (employees) or external (citizens).
Imports and Exports A process within the system that a user is expected to run to consume
(Import) or produce (Export) a specifically defined file format/layout.
Interface A real-time or automated exchange of data between two systems.
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Install References the initial installation of software files on client services and
preparing the software for use during configuration. The version
currently available for general release will always be used during the
initial install.
Legacy System The system from which a client is converting.
Modification Modification of software program package to provide individual client
requirements documented within the Scope of the Agreement.
Peripherals An auxiliary device that connects to and works with the computer in
some way. Examples: mouse, keyboard, scanner, external drive,
microphone, speaker, webcam, and digital camera.
Phase A portion of the Project in which specific set of related products are
typically implemented. Phases each have an independent start,
Production Cutover and closure dates but use the same
Implementation Plans as other Phases within the Project. Phases may
overlap or be sequential and may have the same Tyler project manager
and Tyler project team or different individuals assigned.
Power User An experienced client person or group who is (are) an expert(s) in the
client business processes, as well as knowledgeable in the requirements
and acceptance criteria.
Project The Project includes all implementation activity from Plan & Initiate to
Closure for all products, Applications and functionality included in a
single Agreement. The Project may be broken down into multiple
Phases.
Project Plan The Project Plan serves as the master blueprint for the Project. As
developed, the Project schedule will become a part of the Project Plan
and outline specific details regarding tasks included in the Project Plan.
Project Planning Meeting Occurs during the Plan & Initiate Stage to coordinate with the Client
project manager to discuss Scope, information needed for project
scheduling and resources.
Questionnaire A document containing a list of questions to be answered by the client
for the purpose of gathering information needed by Tyler to complete
the implementation.
RACI A chart describing level of participation by various roles in completing
tasks or Deliverables for a Project or process. Also known as a
responsibility assignment matrix (RAM) or linear responsibility chart
(LRC).
Reports Formatted to return information related to multiple records in a
structured format. Information is typically presented in both detail and
summary form for a user to consume.
Scope Products and services that are included in the Agreement.
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Software Upgrade References the act of updating software files to a newer software
release.
Stage The top-level components of the WBS. Each Stage is repeated for
individual Phases of the Project and requires acknowledgement before
continuing to the next Stage. Some tasks in the next Stage may begin
before the prior Stage is complete.
Stakeholder Presentation Representatives of the Tyler implementation team will meet with key
client representatives to present high level Project expectations and
outline how Tyler and the Client can successfully partner to create an
environment for a successful implementation.
Standard Included in the base software (out of the box) package.
Statement of Work (SOW) Document which will provide supporting detail to the Agreement
defining Project -specific activities and Deliverables Tyler will provide to
the client.
Test Plan Describes the testing process. Includes “Test Cases” to guide the users
through the testing process. Test cases are meant to be a baseline for
core processes; the client is expected to supplement with client specific
scenarios and processes.
Validation (or to validate) The process of testing and approving that a specific Deliverable,
process, program or product is working as expected.
Work Breakdown
Structure (WBS)
A hierarchical representation of a Project or Phase broken down into
smaller, more manageable components.