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Munis Technical Client Support Services

Munis Technical Support is available to answer questions, resolve issues and ensure your Munis applications are running at peak performance. No matter what you need, we’re here to guarantee timely resolution of all your support issues.

Munis Technical Support is divided into product-specific teams that allow help desk staff to focus exclusively on one group of products or services.

  • Financial Management
  • Human Capital Management (Payroll/HR/Pension)
  • Citizen Services & Revenues (Utility Billing/Tax/Permits/Licensing/Other Revenue)
  • OSDBA
  • TylerForms & Reporting Services

Timely Resolution
Our experienced, knowledgeable product managers, software technicians, support analysts and technical support specialists will work with you to diagnose and resolve issues in a timely manner. For us, it isn’t enough to resolve issues. That’s why we follow a proven, standardized method to ensure you have a positive experience — every time. At Tyler, we know that the quality of your experience is directly related to our ability to support you. That’s why our team actively pursues ways to continue their education and to seek Help Desk Institute certifications.

Contacting Munis Technical Support
No matter how simple your question or extensive your issue, at Tyler, all issues are entered into our customer relationship management system and given a unique incident number. Our Munis Technical Support offers several ways to work with you, based on the severity of the issue and your needs.

  • Call support directly: We strive to capture 75% of your daily incoming calls, meaning you will often start working with a technical support specialist immediately.
  • Log a support request online via the Online Support Incidents tool (formerly known as Tyler Client Portal): Gives you the flexibility to log an issue, attach files or screenshots that may be helpful to support staff. You can also view all account, issue and survey data in real time. You will receive an automated e-mail and the issue is routed to the appropriate Technical Support Team for response.

Setting Incident Priority
You, better than anyone else, understands the severity of the issue with your Munis software and how it impacts your operations and ability to serve citizens. That’s why you set the issue priority according to your needs and deadlines.

Virtual Support with GoToAssist®
Some issues may require further analysis of your database or setup to diagnose a problem or assist you with a question. That's why GoToAssist® shares your desktop to provide virtual onsite support. This enables our technical support team to view your system’s setup, diagnose problems and assist with screen navigation over a fully secure, encrypted Internet connection.

Additional Resources
For times when you don’t need direct support but just want to learn more, we offer many helpful resources for updating applications, answering questions and learning more about your Munis software.

  • Munis Internet Update: Download and install critical and high priority fixes as soon as they become available.
  • Release Administrator: Monitor and track the availability of all development activity for a particular release right from your Munis applications.
  • Knowledgebase: Search hundreds of documents related to Munis processing, procedures, release information, helpful hints and more.
  • Groups: Register for access to helpful technical tips and continually updated technical documentation based on specific Munis applications.
  • Customer Tools: Access online documentation, user forums, group training schedules and sign-ups, and annual user conference updates and registrations.

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