PDF Tyler Public Safety Support Services for New World Products

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Client Support

Tyler Public Safety Support Services for New World Products

Contact Us

Call Tyler's toll free number (800.333.9673) or log a support request online through New World Support Incidents, available at Tyler's support website ().

Support Organization

In the Public Safety Division, Tyler's support services department for the New World product is divided into multiple teams: CAD (mapping), Records (police department, fire, jail), Mobile (messaging, field reporting). These product-specific teams allow support staff to focus on a particular group of products and services so they can handle calls quickly and accurately.

Each team consists of a support manager among a number of analysts and technical support specialists. The support manager is responsible for the day-to-day operations of the team and ensures we provide exceptional technical support to our clients. The support analysts are responsible for assisting the team with client issues and providing on-going team training. Technical support specialists are responsible for diagnosing and resolving client issues in a timely, courteous manner.

Support Hours

Standard Support: Monday?Friday 8 a.m.-8 p.m. Eastern

24/7 Emergency Support (licensed): All hours where standard hours do not apply (weekends, holidays, and after 8 p.m. on weekdays) as well as other emergency office closures during business hours.

A Focus on Incoming Rate

When you call Support, your call is answered by a support technician or transferred into the support voicemail. Our goal is to capture 98 percent of all daily incoming calls, which means you will often start working with a support specialist immediately upon calling Tyler. Voicemails or routing to another team queue is rare.

Leaving Messages for Support

When leaving a message on the support voicemail, ensure the following information is contained within the message:

? Your full name (first name, last name) and the agency you are calling for/from

? A phone number where you can be reached

? The details of the issue or question you have (e.g., program, process, error message)

? The priority of the issue

? Your availability to receive a return call (typically within an hour Support will call back)

Online Support

Once registered as a user on Tyler's support website, you can ask questions or submit a new incident from our public safety support page. You may also view and download helpful documents and support tools such as our Important Release Notes, What's New Guides, and other supporting release documentation.

For incidents submitted from our site, please note that our average response time is 1-2 business days. Please call us directly if your issue is urgent.

Escalating a Support Case

If you feel you are not receiving the service you need on any open issue, please contact your technical account manager (CSAM or PM) and/or the support manager and provide them with the open case number for which you need assistance. They will follow up on your open issue and determine the necessary action.

? 2017 Tyler Technologies, Inc. All rights reserved.

Tyler Public Safety Support Services for New World Products

Remote Support Tool

Some support cases may require further analysis of your database or setup to diagnose a problem or to assist you with a question. We use Bomgar and GoToAssist? to share your desktop via the internet to provide you with virtual on-site support. The GoToAssist () and Bomgar () tools provide a highly secure connection with 128-bit, end-to-end AES encryption. Support is able to quickly connect to your desktop and view your site's setup, diagnose problems, or assist you with screen navigation.

Support Managers

Mark Dalessandro CAD & Records (police department, fire, jail) Applications Mark.Dalessandro@ 248.269.1000 ext. 1432

Keith Williams Mobile Applications, 24/7 Support & CJIS Compliance Keith.Williams@ 248.269.1000 ext. 1473

CJIS Compliance

If your agency has a CJIS compliance question or needs related to the New World software suite, please reach out to our CJIS compliance team at publicsafetyCJIS@. Our team will assist in answering questions from your audit, providing fingerprints or other security addendums, and specific state requests for compliance. To best serve your request, please provide as much detail as possible.

If you are unable to reach a support manager, please call Debra Hoover, director of support services at 248.269.1000 ext. 1396 (Debra.Hoover@).

For general support questions or inquiries, please email us at nwps.support@.

NWPS-SS-HAND-7908-0717

? 2017 Tyler Technologies, Inc. All rights reserved.

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