MCESA MURPHY TYLER AMENDMENT 3.PDF

THIRD AMENDMENT TO SOLE SOURCE CONTRACT
This amendment (“Third Amendment”) is made this ____________ day of _____________, 2015 between
Tyler Technologies, Inc., (“Tyler”) a Delaware corporation with offices at 5519 53rd Street, Lubbock, Texas
79414, and Maricopa County (“Client”) a political subdivision of the State of Arizona.
WHEREAS, Tyler and Client are parties to the Sole Source Contract 09028-­‐SS dated April 1, 2009
(“Agreement”),
WHEREAS, the parties amended the Agreement effective May 7, 2014 (“First Amendment”), and effective
___________, 2015 (“Second Amendment”);
WHEREAS, the parties wish to further amend the Agreement to allow Client to host Tyler software previously
licensed to Murphy Elementary School District #21 (“Murphy”),
THEREFORE, in consideration of the mutual covenants contained herein, Tyler and Client agree as follows:
Section A – Licenses and Hosting
1. Licenses. The Tyler software listed in the Amendment Investment Summary (“Tyler Software”) is
licensed to Murphy only, and subject to the licensing agreement between Murphy and Tyler. The
Amendment Investment Summary is attached to this Third Amendment as Exhibit A and made a part
of the Agreement. This Third Amendment provides no new license rights to Client.
2. Hosting. Client is permitted to host the Tyler Software for Murphy. Client is solely responsible for the
performance of Client’s servers and for granting and accommodating Murphy’s access thereto. Tyler
disclaims any responsibility for, or liability to, Murphy or Client for the hosting of the Tyler Software
or Client’s access thereto.
Section B – Maintenance and Support. The following terms are added to the Agreement as regarding the
maintenance and support of the Tyler Software hosted under this Third Amendment.
1. Maintenance and Support Agreement. Provided Client timely pays all maintenance and support fees,
Tyler will provide maintenance and support on the Tyler Software in accordance with Tyler’s
Maintenance and Support Agreement attached to this Third Amendment as Exhibit B and made part
of the Agreement. Client is solely responsible for the timely payment of all maintenance and support
fees for the Tyler Software.
2. Maintenance and Support Fees. On July 1, 2015, Client shall remit to Tyler the maintenance and
support fees on the Tyler Software, as identified in the Amendment Investment Summary.
Subsequent maintenance and support fees will be due annually in advance on the anniversary of that
date at Tyler’s then-­‐current rates.

3. Warranty. Tyler warrants that the Tyler Software will be without Defect(s) as long as Client has a
Maintenance and Support Agreement in effect. If the Tyler Software does not perform as warranted,
Tyler will use all reasonable efforts, consistent with industry standards, to cure the Defect as set forth
in the Maintenance and Support Agreement and in accordance with Tyler’s then-­‐current support call
process. Tyler’s current support call process is attached to the Maintenance and Support Agreement
as Schedule 1. “Defect” means a failure of the Tyler Software to substantially conform to the
functional descriptions set forth in Tyler’s then-­‐current user guides for the Tyler Software.
Section C – General Terms
1. Effect on Agreement. All other terms and conditions of the Agreement not amended or superseded
herein remain in full force and effect and govern this Third Amendment.
SIGNATURE BLOCK FOLLOWS

IN WITNESS WHEREOF, persons having been duly authorized and empowered to enter into this
Amendment hereunto executed this Amendment effective as of the date last set forth below.
Maricopa County Tyler Technologies, Inc.
By: By:
Name: Name:
Title: Title:
Date: Date:
Attested:
By:
Name:
Title:
Date:
Approved as to form:
By:
Name:
Title:
Date:

Exhibit A
Amendment Investment Summary
MCESA/Murphy%Infinite%Visions%Agreement
July%1%2015FJune%30%2016
Annual%
Annual% Support%
Support% (MCESA"
Infinite%Visions'%Modules: Reduction)
Core%Accounting%!"GL"(budgeting,"checking,"
banking/deposit"manager,"journal"entries,"report"writing),"AP"
(requisitions/purchase"orders,"receiving,"invoicing),"Payroll"
(employee"data,"deductions/benefits,"time/attendance,"
position"control,"pay"schedules)"Security. $""""""""" 8,104.86 $######### 6,078.65
Distributed%Accountability%Centers%(DAC's) $""""""""" 5,903.89 $######### 4,427.92
Human%Resources $""""""""" 1,771.17 $######### 1,328.38
Fixed%Assets $""""""""" 1,239.82 $########### 929.87
AZ%State%Reporting $""""""""""" 798.21 $########### 598.66
AZ%Budget%Visions $""""""""" 1,771.17 $######### 1,328.38
AZ%Data%Extractor $""""""""""" 354.24 $""""""""""" 354.24
iVisions%Core $""""""""" 2,994.38 $""""""""" 2,994.38
InfoLink $""""""""""" 613.79 $""""""""""" 613.79
Infinite#Visions'#Interfaces:
Timecard%Interface%(Sept%1FAug%31) $""""""""""" 505.00 $""""""""""" 505.00
IT#Services#&#Related#Modules:
Basic%Network%Support $""""""""" 1,570.11 $""""""""" 1,570.11
Total%New%Modules%&%Phased%Services $%%%%% 25,626.64 $%%%%% 20,729.36

Exhibit B
Maintenance and Support Agreement
1. Term. We provide maintenance and support services on an annual basis. The initial term
commences on July 1, 2015 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.
2. Maintenance and Support Fees. Your initial maintenance and support fees for the Tyler Software
licensed to you are listed in Exhibit A. Those amounts are payable in accordance with the terms of
the Third Amendment. We reserve the right to suspend maintenance and support services if you
fail to pay undisputed maintenance and support fees within sixty (60) days of the due date. 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 trained and certified on the Tyler Software,
and 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 conform the Tyler Software to the warranty set
forth in the Third Amendment; 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 telephone support during our established support hours;
3.3 maintain personnel that are sufficiently trained to be familiar with the Tyler Software 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 support prior releases of the Tyler Software in accordance with our then-­‐current release life
cycle policy.
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 can’t resolve a support
issue remotely, we may be required to provide onsite services. In such event, 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. 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); (c) application design; (d)
other consulting services; (e) maintenance and support of an operating system or hardware; (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 beyond those outlined in this section will be billed to you at our
then current rates. We do not guarantee resolution of a Defect in a version of the Tyler Software
Products older than one version behind the then-­‐current release. We reserve the right to decline
support calls from users who have not received the required training and certification on the Tyler
Software.
6. Current Support Call Process. Our current Support Call Process for the Tyler Software is attached to
this Exhibit C at Schedule 1.

Exhibit B, Schedule 1
Support Call Process
Tyler Software Support Department for Infinite Visions
Enterprise Edition®
Goal: To provide an effective support mechanism that will guarantee timely resolution to calls, resulting
in high-­‐level client satisfaction. To help facilitate this high level of software support we require that only
staff members that have successfully completed a certified Infinite Visions product-­‐‑training course on
the module in question make calls for software support.
Contact Us
Support Hotline: 6:30 AM -­‐ 7:00 PM Central Time (Mon-­‐Fri)
You can call 1-­‐888-­‐654-­‐3293 (select option 2) for immediate access to a member of the
software support team.
Online Chat: 9:00 AM -­‐ 6:00 PM Central Time (Mon-­‐Fri)
NEW!! We now offer online chat. Log in at http://ivsupport.tylertech.com/ to connect directly
with a support representative to resolve your less complex support issues more quickly.
Email: 6:30 AM -­‐ 7:00 PM Central Time (Mon-­‐Fri)
You can log in at http://ivsupport.tylertech.com/ to create your own support tickets. Tickets are
emailed directly to our support representative queues. Use this option for less urgent
situations that you feel comfortably permit an email response. Unless otherwise requested, our
support team will email your response in lieu of phone contact. You can also see the status of
your current support incident or previous support incidents.
After Hours Support: 7:00 PM – 12:00 PM Central Time (Mon-­‐Fri)
After hours support is provided at a billable rate of $150.00 an hour for a minimum of two
hours. When leaving a message for After Hours Support please provide the following
information:
• Your full name (first name, last name) and the site you are calling for/from
• Preferably two telephone numbers you can be reached at
• A description of the issue that you are needing support on
Support Organization

The Infinite Visions Product line has three call centers. The call centers are located in Billings
Montana, Nashua New Hampshire and Tempe Arizona. These call centers are fully integrated
and work as one global call center. Every district is assigned a home call center, which means
that the majority of the calls will be answered by your assigned location. However if there are
no agents available at your assigned location then your call will be routed to the next available
agent at one of our other locations.
All software support calls are handled by Live Agents. Meaning that when you call into support
your call will be handled by the next available agent. The support department is divided into
multiple teams: Benefits Enrollment, Payroll/Human Resources, and General Ledger/All Other
(FAS, WHS and AR) modules. These “module-­‐specific” teams allow our support staff to focus on
a group of modules. A group of specialists assigned to each team handle calls quickly and
accurately.
Software Support Specialists are responsible for diagnosing and resolving client issues in a timely
and courteous manner.
Incident Tracking Numbers
Support’s goal is to resolve client’s issues as soon as possible. An incident tracking number is given to you
once an initial contact has been made with Support and it has been determined that the issue can’t be
resolved during the initial call. The open call number lets you easily track and reference specific open issues
with Support.
Calls resulting in bug fixes
Each call escalated as a bug is given a priority (1, 2, 3, and 4) according to the client’s needs/deadlines. The
goal of this structure is to clearly understand the importance of the issue and assign the priority for closure.
The support representative is responsible for setting the priority of the call. This measurement allows us to
better evaluate overall client satisfaction.
Priority 1 Call — System is down! No one is able to log in or perform any office functions.
Priority 2 Call — Issue affects a large number of users or a critical process that has no workaround. The issue
is time sensitive.
Priority 3 Call — Issue affects a large number of users or a critical process but has a temporary workaround.
Priority 4 Call — Issues affects a small number of users or workstations and there are other stations that can
perform the task.
Incidents Requiring Development:

Incide Development Definition
nt Resolution
Priorit
y
1 HotFix Emergency patch to
software released as soon
as possible.
2 Patch Regularly scheduled
patch
3 Next Release Scheduled for the next
major release
4 Future Release Not scheduled-­‐‑reviewed
at next planning stage.

Technical Support Director and Managers
Director of Support – Tempe Arizona Melissa McCarroll (Melissa.McCarroll@tylertech.com) (X777479)
Support Manager for Billings Montana Darlene Markegard (Darlene.Markegard@tylertech.com) (X164454)
Support Manager for Nashua New Wendy Wollison (Wendy.Wollison@tylertech.com) (X175138)
Hampshire
Resources
A number of additional resources are available to you to provide a comprehensive and
complete support experience.
Support Website: http://ivsupport.tylertech.com/ allows client’s to access Live Chat,
create support tickets, reference back to previously reported support tickets and keep
track of new ones.
Tyler Community: Allows you to interact, share ideas and offer suggestions on business
processes with your peers. You can also find FAQs and helpful Product Documentation.
Help Text: Allows you to access information on how to use the software.
Release Notes: Allows you to review the additions, changes and updates to the version(s)
of Infinite Visions Software products. These can be found on Tyler Community or in the
Software Help Text.
Tyler Community
Tyler is uniquely qualified to leverage the combined experience of tens of thousands of
users with our staffs’ deep domain knowledge to bring a one-­‐of-­‐a-­‐kind interactive, mass
collaboration online community where our clients go to find answers. In the Tyler
Community Clients connect with other users and Tyler staff to share information, and
collaborate. In this interactive environment, individual knowledge is amplified
exponentially across the community.
Easily connect with colleagues from neighboring communities or from across the
country. Share best practices, and stay connected by joining groups with other users
who are in the same geographic region, share common job functions or use the same

software products. Join discussions on topics that impact your daily life, keep up with
the latest software tips and tricks and discover what other agencies around the nation
are doing to connect and empower their constituents.
Enhancements
The Infinite Visions Software is delivered per the specifications outlined during your
implementation. Any changes from these specifications including those needed to take
advantage of new features or functionality are outside the scope of your support contract
and are considered Enhancements. If, during a support inquiry, it is determined that a
user is requesting an enhancement to the system, they will be asked to login to the
community and log an Enhancement request.
Tyler Holiday Schedule
Tyler observes many of the same holidays our clients do. In order to allow our staff time
away from work our offices will be closed on the holidays listed below. There will be no
support coverage on these days.
New Year’s Day
Martin Luther King’s Day
Presidents Day
Memorial Day
Independence Day
Labor Day
Veterans Day
Thanksgiving Day
Day after Thanksgiving
Christmas Eve
Christmas Day