Here for you at every turn.

At Tyler, we understand that having robust technology is simply not enough. Your total success requires easy access to leading-edge solutions — and expert technical support that can back you at every turn. No matter how simple or complex your issue, our Tyler SIS Technical Support is available to answer questions, resolve issues and ensure your Tyler SIS applications are running at peak performance. Quite simply, our goal is to solve your issues as efficiently and effectively as possible so you can focus on what you do best.

Timely Resolution
Our experienced, knowledgeable product managers, 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. , which is why we follow a proven, standardized manner to thoroughly address your needs. 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 participates in continuing education, including Help Desk Institute certifications.

Contacting Tyler SIS Technical Support
Choose Whether you have a simple question or a complex issue, all issues are entered into our customer relationship management system and assigned a unique incident number. You can choose the best way to contact Tyler SIS Technical Support based on the severity of the issue and your needs.

• Call support staff 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 via the Tyler Client Portal online — Gives you the flexibility to log an issue, attach files or screenshots that may be helpful to support staff, and view all account, issue and survey data in real time. You will receive an automated e-mail and the issue will be 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 Tyler SIS software and how it impacts your operations and ability to serve your constituents. 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. Our support team can view your site’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 Tyler SIS software.

• Knowledgebase — Search content related to Tyler SIS processing, procedures, release information, helpful hints and more.
• Groups — Register for access to helpful technical tips and continually updated technical documentation based on specific Tyler SIS applications.
• Customer Tools — Access online documentation, group training schedules and sign-ups, and annual user conference updates and registrations.