02-21-2020 License and Service Agreement Sourcewell Tyler Technologies1
LICENSE AND SERVICES AGREEMENT
This License and Services Agreement is made between Tyler Technologies, Inc. and Client.
WHEREAS, Client is a member of Sourcewell (formerly known as National Joint Powers Alliance)
(“Sourcewell”) under member number 173028 .
WHEREAS, Tyler participated in the competitive bid process in response to Sourcewell RFP #110515 by
submitting a proposal, on which Sourcewell awarded Tyler a Sourcewell contract, numbered 110515-TTI
(hereinafter, the “Sourcewell Contract”);
WHEREAS, documentation of the Sourcewell competitive bid process, as well as Tyler’s contract with
and pricing information for Sourcewell is available at https://sourcewell-mn.gov/cooperative-
purchasing/; and
WHEREAS, Client desires to purchase off the Sourcewell Contract to procure financial, personnel,
customer relationship, and content/document management software functionality from Tyler, which
Tyler agrees to deliver pursuant to the Sourcewell Contract and under the terms and conditions set forth
below;
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 Town of Avon, Colorado.
“Data” means (a) your own data or information in your own databases or (b) your own data and
information uploaded or submitted or transmitted by you in connection with your use of the
Tyler Software and the specific file or output generated from the Tyler Software, if any, based
upon your own data and information.
“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.
Defined Named Users” means the number of named users that are authorized to use the
EnerGov labeled modules. The Defined Named Users for the Agreement are as identified in the
Investment Summary.
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“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 E.
“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. With
respect to the “Energov” labeled modules, such use shall be limited to the number of Defined
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Named Users, as defined herein. 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. To the extent Client purchases MyGovPay/Virtual
Pay, additional terms and conditions related to those applications are set forth at Exhibit D.
1.2 The Documentation is licensed to you and may be used and copied by your employees for
internal, non-commercial reference purposes only.
1.3 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.
1.4 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.
1.5 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.
1.6 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.
1.7 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.
1.8 Notwithstanding anything contained herein, we agree you shall retain all rights to Client
Data. We disclaim all ownership and other rights as to Client Data, except any limited
rights expressly granted by you in writing to allow us to analyze Client Data.
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
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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.
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.
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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.
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.
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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.
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 and all warranties 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 forty-five (45) 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
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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 thirty (30) 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).
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.
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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.
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
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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
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.
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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.
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. Tyler shall not knowingly employ or contract with an illegal alien to perform work under this
Agreement. By entering into this Agreement, Tyler certifies as of the date of this Agreement it does
not knowingly employ or contract with an illegal alien who will perform work under the public
contract for services and that Tyler will participate in the e-verify program or department
program in order to confirm the employment eligibility of all employees who are newly hired
for employment to perform work under the public contract for services.
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. Nothing contained in this Agreement is intended to or shall create a contractual relationship
with, cause of action in favor of, or claim for relief for, any third party, including any agent, sub-
consultant or sub-contractor of Vendor. Absolutely no third-party beneficiaries are intended by this
Agreement. Any third-party receiving a benefit from this Agreement is an incidental and unintended
beneficiary only. This provision does not affect the rights of third parties under any Third Party
Terms.
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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. Invalidation of any of the provisions of this Agreement or any paragraph, sentence,
clause, phrase, or word herein or the application thereof in any given circumstance shall not affect
the validity of any other provision of this Agreement.
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
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. We agree to not identify you
in marketing presentations and promotional materials without your prior written authorization.
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;
12
(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
the State of Colorado, without regard to its rules on conflicts of law. Venue for any action arising
under this Agreement shall be in the appropriate court for Eagle County, Colorado including the
United State District Court – District of Colorado.
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
limited to pricing, to the scope and circumstances of that cooperative procurement.
22. No Waiver of Governmental Immunity. Nothing in this Agreement shall be construed to waive, limit,
or otherwise modify any governmental immunity that may be available by law to the Client, its
officials, employees, contractors, or agents, or any other person acting on behalf of the Client and,
in particular, governmental immunity afforded or available pursuant to the Colorado Governmental
Immunity Act, Title 24, Article 10, Part 1 of the Colorado Revised Statutes.
23. Article X, Section 20 (TABOR). The parties understand and acknowledge that Avon is subject to
Article X, Section 20 of the Colorado Constitution (“TABOR”). The parties do not intend to violate
the terms and requirements of TABOR by the execution of this Agreement. It is understood and
agreed that this Agreement does not create a multi-fiscal year direct or indirect debt or obligation
within the meaning of TABOR and, therefore, notwithstanding anything in this Agreement to the
contrary, all payment obligations of the Avon are expressly dependent and conditioned upon the
continuing availability of funds beyond the term of the Avon s current fiscal period ending upon the
next succeeding December 31. Financial obligations of Avon payable after the current fiscal year
are contingent upon funds for that purpose being appropriated, budgeted, and otherwise made
available in accordance with the rules, regulations, and resolutions of Avon, and other applicable
law. Upon the failure to appropriate such funds, this Agreement shall be terminated.
Janet Joiner
Vice President, Finance, LGD
February 21, 2020
14
Address for Notices: Address for Notices:
Tyler Technologies, Inc. Town of Avon
One Tyler Drive PO Box 975
Yarmouth, ME 04096 Avon, CO 81620-0975
Attention: Chief Legal Officer Attention: Scott Wright, Finance Director
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
Exhibit A
2
Exhibit A
3
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.
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
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.
Exhibit B
2
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. Third Party Products.
3.1 Third Party Software License Fees: License fees for Third Party Software, if any, are invoiced
when we make it available to you for downloading.
3.2 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.
3.3 Third Party Hardware: Third Party Hardware costs, if any, are invoiced upon delivery.
3.4 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. 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 at 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.
Exhibit B
3
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:
Bank: Wells Fargo Bank, N.A.
420 Montgomery
San Francisco, CA 94104
ABA: 121000248
Account: 4124302472
Beneficiary: Tyler Technologies, Inc. – Operating
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 (limited to
the then-current version and the immediately prior version); 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 and Third
Party Software, if any, in order to provide maintenance and support services;
3.4 provide you with a copy of all major and minor 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
our then-current 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
MyGovPay/VirtualPay and IVR
1. MyGovPay/VirtualPay Licensing. Access to MyGovPay and/or Virtual Pay is hereby granted if Customer
elects to use MyGovPay or VirtualPay, products of Tyler Technologies (Powered by Persolvent), designed for
Citizen Users to use for processing online payments.
(a) Special MyGovPay/VirtualPay Definitions.
“Merchant Agreement” means the agreement between Customer and Persolvent that provides for the
Merchant Fees.
“Merchant Fees” means direct costs levied by Visa/Mastercard/Discover or other payment card companies
for Interchange Fees, Dues, Assessments and Occurrence Fees, over which Tyler Technologies has no
authority.
“MyGovPay” means the Product of Tyler Technologies that allows members of the public to pay for
Customer’s services with a credit or other payment card on the Customer’s citizen-facing web portal.
“Persolvent” means Persolvent, formerly BankCard Services Worldwide, a Payment Card Industry (PCI)
compliant processing agent through which the EnerGov Software passes credit card transactions.
“Use Fees” means the Technology Fees, Authorization Fees and Program/Convenience Fees as listed in Use
Fees Table in Section 2, titled MyGovPay/VirtualPay.
“VirtualPay” means the Product of Tyler Technologies that allows the Customer to accept and process
citizen user’s credit or other payment card using the EnerGov Software.
(b) Conditions of Use. If customer elects to use MyGovPay and/or VirtualPay the following terms apply:
(1) Customer must apply for and agree to a Merchant Agreement with Persolvent.
(2) Customer agrees that Citizen Users will be subject to Use Fees as listed in Use Fees table in Section
2.
(3) Customer agrees that Use Fees are separate from and independent of Merchant Fees.
(4) Customer agrees that this Agreement does not represent any modification to Customer’s Merchant
Agreement with Persolvent.
(5) Customer agrees that Use Fees are for use on the MyGovPay/VirtualPay online system and will not
be deposited or owed to Customer in any way.
(6) Customer agrees that MyGovPay’s and VirtualPay’s ability to assess Use Fees is dictated by the Card
Associations whose rules may change at any time and for any reason. If MyGovPay and/or
VirtualPay, for any reason, are unable to process payments using Use Fees, Customer agrees that
MyGovPay/VirtualPay reserves the right to negotiate a new pricing model with Customer for the
continued use of MyGovPay and/or VirtualPay.
2. MyGovPay/VirtualPay Fees. Customer agrees that the Use Fees set forth on the following page will apply
if Customer elects to use MyGovPay/VirtualPay.
USE FEES TABLE FOLLOWS ON NEXT PAGE
Exhibit D
2
Use Fees
EnerGov’s MyGovPay (Online / card-not-present payments)**
MyGovPay (Online Payments) MyGovPay (Online
Payments)
Percentage Based Fee + Transaction Fee
Option 1:
Government Entity Paid 2.79% $0.20
Option 2:
Patron Paid 3.29% N/A
**ACH processing is available for a fee of $20 per month and $0.30 per transaction.
EnerGov’s VirtualPay (retail card present)
VirtualPay (Retail Payments) Virtual Pay (Retail Payments)
Percentage Based Fee + Transaction Fee
Option 1:
Government Entity Paid 2.59% $0.15
Option 2:
Patron Paid 2.99% N/A
Patron Paid fees will be communicated as "Service Fees" to the cardholder, at the time of transaction. In
the event that the average monthly transaction amount is below $30, Contractor reserves the right to
apply an additional $0.20 service fee above the quoted rates above.
3. Interactive Voice Response (“IVR”). If IVR is selected by Customer and included in the pricing, the
following additional terms and conditions shall apply of this Agreement:
(a) Network Security. Customer acknowledges that a third-party is used by Tyler Technologies to process
IVR data. Customer’s content will pass through and be stored on the third-party servers and will not be
segregated or in a separate physical location from servers on which other customers’ content is or will be
transmitted or stored.
(b) Content. Customer is responsible for the creation, editorial content, control, and all other aspects of
content to be used solely in conjunction with the EnerGov Software.
(c) Lawful Purposes. Customer shall not use the IVR system for any unlawful purpose.
(d) Critical Application. Customer will not use the IVR system for any life-support application or other
critical application where failure or potential failure of the IVR system can cause injury, harm, death, or
other grave problems, including, without limitation, loss of aircraft control, hospital life-support system, and
delays in getting medicate care or other emergency services.
(e) No Harmful Code. Customer represents and warrants that no content designed to delete, disable,
deactivate, interfere with or otherwise harm any aspect of the IVR system now or in the future, shall be
knowingly transmitted by Customer or Users.
(f) IVR WARRANTY. Except as expressly set forth in this Agreement, TYLER TECHNOLOGIES MAKES NO
REPRESENTATION AND EXTENDS NO WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING
WARRANTIES OF TITLE, NON-INFRINGEMENT, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE
FOR IVR.
Exhibit E
1
Exhibit E
Statement of Work
Revised: 1/24/2020
Statement of Work
Tyler Technologies
Prepared for:
Town of Avon
Scott Wright
100 Mikaela Way, Avon, CO 81620-0975
Prepared by:
Eric Heaps
5519 53rd Street, Lubbock, TX 79414
Tyler Technologies, Inc.
www.tylertech.com
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Table of Contents
1 Executive Summary ............................................................................................................................... 5
1.1 Project Overview ........................................................................................................................... 5
1.2 Product Summary ......................................................................................................................... 5
1.3 Project Timeline ............................................................................................................................ 5
1.4 Project Methodology Overview .................................................................................................... 5
2 Project Governance............................................................................................................................... 6
2.1 Client Governance ......................................................................................................................... 6
2.1.1 Client Project Manager ......................................................................................................... 6
2.1.2 Steering Committee .............................................................................................................. 6
2.1.3 Executive Sponsor(s) ............................................................................................................. 7
2.2 Tyler Governance .......................................................................................................................... 7
2.2.1 Tyler Project Manager ........................................................................................................... 7
2.2.2 Tyler Implementation Management ..................................................................................... 7
2.2.3 Tyler Executive Management ............................................................................................... 7
2.3 Acceptance and Acknowledgment Process .................................................................................. 7
3 Overall Project Assumptions ................................................................................................................. 9
3.1 Project, Resources and Scheduling ............................................................................................... 9
3.2 Data Conversion .......................................................................................................................... 10
3.3 Data Exchanges, Modifications, Forms and Reports .................................................................. 10
3.4 Hardware and Software .............................................................................................................. 10
3.5 Education .................................................................................................................................... 11
4 Implementation Stages ....................................................................................................................... 12
4.1 Work Breakdown Structure (WBS) ............................................................................................. 12
4.2 Initiate & Plan (Stage 1) .............................................................................................................. 14
4.2.1 Tyler Internal Coordination & Planning .............................................................................. 14
4.2.2 System Infrastructure Planning ........................................................................................... 15
4.2.3 Project/Phase Planning ....................................................................................................... 16
4.2.4 Project Schedule ................................................................................................................. 17
4.2.5 Stakeholder Presentation ................................................................................................... 18
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4.2.6 Control Point 1: Initiate & Plan Stage Acceptance .............................................................. 19
4.3 Assess & Define (Stage 2) ............................................................................................................ 20
4.3.1 Fundamentals Review ......................................................................................................... 20
4.3.2 Current/Future State Analysis ............................................................................................. 21
4.3.3 Data Conversion Planning & Mapping ................................................................................ 22
4.3.4 Standard 3rd Party Data Exchange Planning....................................................................... 23
4.3.5 Modification Analysis & Specification, if contracted .......................................................... 24
4.3.6 Forms & Reports Planning .................................................................................................. 25
4.3.7 System Deployment ............................................................................................................ 26
4.3.8 Control Point 2: Assess & Define Stage Acceptance ........................................................... 27
4.4 Build & Validate (Stage 3) ........................................................................................................... 29
4.4.1 Configuration & Power User Training ................................................................................. 29
4.4.2 Data Conversion & Validation ............................................................................................. 30
4.4.3 Standard 3rd Party Data Exchange Validation .................................................................... 31
4.4.4 Modification Delivery & Validation, if contracted .............................................................. 32
4.4.5 Forms & Reports Validation ................................................................................................ 33
4.4.6 Control Point 3: Build & Validate Stage Acceptance ........................................................... 34
4.5 Final Testing & Training (Stage 4) ............................................................................................... 35
4.5.1 Cutover Planning ................................................................................................................. 35
4.5.2 User Acceptance Testing (UAT) ........................................................................................... 36
4.5.3 End User Training ................................................................................................................ 37
4.5.4 Control Point 4: Final Testing & Training Stage Acceptance ............................................... 38
4.6 Production Cutover (Stage 5) ...................................................................................................... 39
4.6.1 Final Data Conversion, if applicable .................................................................................... 39
4.6.2 Production Processing & Assistance ................................................................................... 40
4.6.3 Transition to Tyler Support ................................................................................................. 41
4.6.4 Schedule Post-Production Services, if applicable ............................................................... 42
4.6.5 Control Point 5: Production Cutover Stage Acceptance ..................................................... 43
4.7 Phase/Project Closure (Stage 6) .................................................................................................. 44
4.7.1 Close Phase/Project ............................................................................................................ 44
4.7.2 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
5.2 Town Roles and Responsibilities ................................................................................................. 48
5.2.1 Town Executive Sponsor ..................................................................................................... 48
5.2.2 Town Steering Committee .................................................................................................. 48
5.2.3 Town Project Manager ........................................................................................................ 49
5.2.4 Town Functional Leads........................................................................................................ 50
5.2.5 Town Power Users .............................................................................................................. 51
5.2.6 Town End Users ................................................................................................................... 51
5.2.7 Town Technical Support ...................................................................................................... 51
5.2.8 Town Upgrade Coordinator ................................................................................................ 52
5.2.9 Town Project Toolset Coordinator ...................................................................................... 52
5.2.10 Town Change Management Lead ....................................................................................... 52
6 Incode Conversion Summary .............................................................................................................. 53
6.1 General Ledger – Chart of Accounts ........................................................................................... 53
6.2 General Ledger – Legacy/Historical Views .................................................................................. 53
6.3 Accounts Payable – Vendor Master ............................................................................................ 53
6.4 Accounts Payable – Legacy/Historical Views .............................................................................. 53
6.5 Personnel Management/Payroll - Standard ............................................................................... 53
6.6 Personnel Management/Payroll – Legacy/Historical Views ....................................................... 53
7 Glossary ............................................................................................................................................... 54
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1 Executive Summary
1.1 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 Town of Avon the opportunity to make the Town 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
1.2 Product Summary
Below, is a summary of the products included in this Project, as well as reference to the Town’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
Tyler Content Manager Document Management
1.3 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.
1.4 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 Town’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 Town 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 Town steering committee become the escalation points to triage responses prior to escalation to
the Town 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 Town and Tyler executive sponsors serve as the final escalation point.
2.1 Client Governance
Depending on the Town’s organizational structure and size, the following governance roles may be filled
by one or more people:
2.1.1 Client Project Manager
The Town’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 Town project
manager(s) will be responsible for reporting to the Town steering committee and determining
appropriate escalation points.
2.1.2 Steering Committee
The Town 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 Town
project manager(s) and the Project and through participation in regular internal meetings, the Town
steering committee remains updated on all project progress, project decisions, and achievement of
project milestones. The Town steering committee also provides support to the Town project manager(s)
by communicating the importance of the Project to all impacted departments. The Town 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 Town
steering committee also serves as primary level of issue resolution for the Project.
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2.1.3 Executive Sponsor(s)
The Town’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 Town steering committee, project manager(s), and functional leads to
make critical business decisions for the Town.
2.2 Tyler Governance
2.2.1 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 Town. As requested by the Town, the Tyler project manager(s) provide regular
updates to the Town’s steering committee and other Tyler governance members.
2.2.2 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 Town 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.
2.2.3 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.
2.3 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:
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The Town 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 Town does not provide acceptance or acknowledgement within five (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 Town does not agree the particular Deliverable or Control Point meets requirements, the
Town 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 Town 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 Town
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.
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3 Overall Project Assumptions
3.1 Project, Resources and Scheduling
Project activities will begin after the Agreement has been fully executed.
The Town has the ability to allocate additional internal resources if needed. The Town also
ensures the alignment of their budget and Scope expectations.
The Town 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 Town 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 Town project manager(s)
ten (10) business days prior to any scheduled on site or remote sessions.
Tyler provides notice of any prerequisites to the Town project manager(s) a minimum of ten (10)
business days prior to any key deliverable due dates.
Town users complete prerequisites prior to applicable scheduled activities.
Tyler provides guidance for configuration and processing options available within the Tyler
software. The Town is responsible for making decisions based on the options available.
In the event the Town may elect to add and/or modify current business policies during the course
of this Project, such policy changes are solely the Town’s responsibility to define, document, and
implement.
The Town 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.
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The Town will respond to information requests in a comprehensive and timely manner, in
accordance with the Project Plan.
3.2 Data Conversion
The Town 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 Town 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 Town 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 Town to ensure all
data pulled includes all required data and the Tyler system contains properly mapped data.
3.3 Data Exchanges, Modifications, Forms and Reports
The Town 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.
The Town 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.
3.4 Hardware and Software
Tyler will initially Install the most current generally available version of the purchased Tyler
software.
The Town will provide network access for Tyler modules, printers, and Internet access to all
applicable Town and Tyler project staff.
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The Town has in place all hardware, software, and technical infrastructure necessary to support
the Project.
The Town’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 Town does not meet
minimum standards of Tyler’s published specifications.
3.5 Education
Throughout the Project lifecycle, the Town provides a training room for Tyler staff to transfer
knowledge to the Town’s resources, for both onsite and remote sessions. The Town will provide
staff with a location to practice what they have learned without distraction. If Phases overlap, the
Town will provide multiple training facilities to allow for independent sessions scheduling without
conflict.
The training room is set up in a classroom setting. The Town 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 Town provides a workstation which connects to the Tyler system for the Tyler trainer
conducting the session. The computer connects to a Town provided projector, allowing all
attendees the ability to actively engage in the training session.
The Town testing database contains the Tyler software version required for delivery of the
Modification prior to the scheduled delivery date for testing.
The Town 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
4.1 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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4.2 Initiate & Plan (Stage 1)
The Initiate & Plan Stage creates a foundation for the Project through identification of Town and Tyler
Project Management teams, development of implementation management plans, and the provision and
discussion of system infrastructure requirements. Town participation in gathering information is critical.
Tyler Project Management teams present initial plans to stakeholder teams at Stage end.
4.2.1 Tyler Internal Coordination & Planning
Prior to Project commencement, Tyler management staff assigns project manager(s). Tyler provides the
Town with initial Project documents used in gathering basic information, which aids in preliminary
planning and scheduling. Town 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 Town’s team. During this step, Tyler will work with the Town 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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4.2.2 System Infrastructure Planning
The Town provides, purchases or acquires hardware according to hardware specifications provided by
Tyler and ensures it is available at the Town’s site. The Town 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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4.2.3 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 Town 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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4.2.4 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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4.2.5 Stakeholder Presentation
Town 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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4.2.6 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.
4.2.6.1 Initiate & Plan Stage Deliverables
Implementation Management Plan
o Objective: Update and deliver baseline management plans to reflect the approach to the
Town’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: Town 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: Town acceptance of schedule based on Town resource availability
and Project budget and goals.
4.2.6.2 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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4.3 Assess & Define (Stage 2)
The primary objective of Assess & Define is to gather information about current Town 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 Town collaboration. The Town shall provide complete
and accurate information to Tyler staff for analysis and understanding of current workflows and business
processes.
4.3.1 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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4.3.2 Current/Future State Analysis
Town 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 Town, 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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4.3.3 Data Conversion Planning & Mapping
This entails the activities performed to prepare to convert data from the Town’s Legacy System
Applications to the Tyler system. Tyler staff and the Town 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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4.3.4 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 Town’s responsibility to ensure the third party program operates or accesses the data
correctly.
The Town 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 3rd 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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4.3.5 Modification Analysis & Specification, if contracted
Tyler staff conducts additional analysis and develops specifications based on information discovered
during this Stage. The Town reviews the specifications and confirms they meet Town’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 Town business process change. It is the responsibility of the Town to detail all of
their needs during the Assess and Define Stage. Tyler will write up specifications (for Town 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 Town 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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4.3.6 Forms & Reports Planning
Town 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 Town-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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4.3.7 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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4.3.8 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.
4.3.8.1 Assess & Define Stage Deliverables
Completed analysis Questionnaire
o Objective: Gather and document information related to Town 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: Town acceptance of completed Questionnaire based on
thoroughness of capturing all Town 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 Town, 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 Town’s needs.
o Scope: Design solution for Modification.
o Acceptance criteria: Town 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 Town 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 Town is hosted.
o Acceptance criteria: Tyler software is successfully installed and available to authorized
users, Town team members are trained on applicable system administration tasks.
4.3.8.2 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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4.4 Build & Validate (Stage 3)
The objective of the Build & Validate Stage is to prepare the software for use in accordance with the
Town’s needs identified during the Assess and Define Stage, preparing the Town for Final Testing and
Training.
4.4.1 Configuration & Power User Training
Tyler staff collaborates with the Town 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 Town Power
Users to prepare them for the Validation of the software. The Town 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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4.4.2 Data Conversion & Validation
Tyler completes an initial review of the converted data for errors. With assistance from the Town, the
Tyler Data Conversion Team addresses items within the conversion program to provide the most efficient
data conversion possible. With guidance from Tyler, the Town reviews specific data elements within the
system and identifies and Reports discrepancies in writing. Iteratively, Tyler collaborates with the Town 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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4.4.3 Standard 3rd Party Data Exchange Validation
Tyler provides training on Data Exchange(s) and the Town 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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4.4.4 Modification Delivery & Validation, if contracted
Tyler delivers in Scope Modification(s) to the Town 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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4.4.5 Forms & Reports Validation
Tyler provides training on Standard Forms/Reports and the Town 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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4.4.6 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.
4.4.6.1 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 Town to verify converted data for accuracy.
o Scope: Provide self-guided instructions to verify specific data components in Tyler
system.
o Acceptance criteria: Town accepts data conversion delivery; Town completes data issues
log.
Installation of Modifications on the Town’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
Town-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.
4.4.6.2 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 Town 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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4.5 Final Testing & Training (Stage 4)
During Final Testing and Training, Tyler and the Town review the final Cutover plan. A critical Project
success factor is the Town 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.
4.5.1 Cutover Planning
Town 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 Town 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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4.5.2 User Acceptance Testing (UAT)
The Town 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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4.5.3 End User Training
End Users attend training sessions to learn how to utilize Tyler software. Training focuses primarily on
day-to-day Town 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. Town users who attended the Tyler sessions may train any Town 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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4.5.4 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.
4.5.4.1 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.
4.5.4.2 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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4.6 Production Cutover (Stage 5)
Town and Tyler resources complete tasks as outlined in the Production Cutover Plan and the Town begins
processing day-to-day business transactions in the Tyler software. Following Production Cutover, the
Town transitions to the Tyler support team for ongoing support of the Application.
4.6.1 Final Data Conversion, if applicable
The Town provides final data extract and Reports from the Legacy System for data conversion and Tyler
executes final data conversion. The Town 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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4.6.2 Production Processing & Assistance
Tyler staff collaborates with the Town during Production Cutover activities. The Town 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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4.6.3 Transition to Tyler Support
Tyler project manager(s) introduce the Town to the Tyler Support team, who provides the Town 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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4.6.4 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 Town 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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4.6.5 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.
4.6.5.1 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 Town
Project Manager(s) and Tyler support team, define roles and responsibilities, define
methods for contacting support.
o Acceptance criteria: the Town receives tools to contact support and understands proper
support procedures.
4.6.5.2 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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4.7 Phase/Project Closure (Stage 6)
Project or Phase closure signifies full implementation of all products purchased and encompassed in the
Phase or Project. The Town moves into the next cycle of their relationship with Tyler (next Phase of
implementation or long-term relationship with Tyler Support).
4.7.1 Close Phase/Project
The Town 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 Town 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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4.7.2 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.
4.7.2.1 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.
4.7.2.2 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 Town’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 Town’s executive sponsor.
5.1.2 Tyler Implementation Management
Acts as the counterpart to the Town 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 Town 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 Town 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 Town 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 Town 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 Town and Tyler and takes all
necessary steps to proactively mitigate these items or communicates with transparency to
the Town any items that may impact the outcomes of the Project.
o Collaborates with the Town’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 Town
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 Town following configuration.
Assists during Production Cutover process and provides production support until the Town
transitions to Tyler Support.
Provides product related education.
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Effectively facilitates training sessions and discussions with Town 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 Town’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 Town on the status and resolution of reported issues.
5.2 Town Roles and Responsibilities
Town 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 Town 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 Town steering committee level as part of
the escalation process.
Actively participates in organizational change communications.
5.2.2 Town 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.
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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 Town Policies
5.2.3 Town Project Manager
The Town 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
Town project manager(s) do not have the knowledge or authority to make decisions, he or she engages
the correct resources from Town 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.
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 Town 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 Town and Tyler and takes all necessary steps to proactively mitigate
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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 Town 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 Town 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 Town 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 Town Functional Leads
Makes business process change decisions under time sensitive conditions.
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 Town 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
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o Communication with Tyler project team
o Coordination of Town 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 Town Power Users
Participate in Project activities as required by the project team and project manager(s).
Provide subject matter expertise on Town 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 Town staff during and after implementation.
5.2.6 Town 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 Town 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 Town’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 Town third party Data Exchanges.
Develops or assists in creating Reports as needed.
Ensures onsite system hardware meets specifications provided by Tyler.
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Assists with software Installation as needed.
5.2.8 Town 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 Town’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 Town and Tyler resources.
Communicates changes affecting users and department stakeholders.
Obtains department stakeholder sign-offs to upgrade production environment.
5.2.9 Town 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 Town 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.
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.
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6 Incode Conversion Summary
6.1 General Ledger – Chart of Accounts
Full chart of accounts listing, descriptions, and corresponding account types
Element (segment) values and descriptions
6.2 General Ledger – Legacy/Historical Views
Unlimited historical transactions provided by client can be converted by Tyler into historical views
6.3 Accounts Payable – Vendor Master
Vendor master information, address, primary contact, and notes
6.4 Accounts Payable – Legacy/Historical Views
Unlimited historical transactions provided by client can be converted by Tyler into historical views
6.5 Personnel Management/Payroll - Standard
Basic employee information – employee master, address, primary contact, dates, phone
numbers, dependents, notes
Current direct deposit bank information
Federal and state tax withholding information
6.6 Personnel Management/Payroll – Legacy/Historical Views
Unlimited historical transactions provided by client can be converted by Tyler into historical views
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7 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.