Finance Committee - Agenda - 8/3/2016 - P75
funding through the legislative or governing body's
approval process.
4.0—PROmn OT Ura VERS
4.1 Future Updates. Esri reserves the right to update the
list Of Products in Table A—List of Products by
providing written notice to Licensee. Licensee may
continue to use all Products that have been Deployed,
but support and upgrades for deleted items may nat
be available. As new Products are incorporated into
the standard program, they will be offered to
Licensee via written notice for incorporation into the
Products schedule at no additional charge. Licensee's
use of new or updated Products requires Licensee to
adhere to applicable additional or revised terms and
conditions of the License Agreement.
Product Life Cycle. During the erm of this
Agreement, some Products may be retired or may no
longer be available to Deploy in the identified
quantities. Maintenance will be subject to the
individual Product Life Cycle Support Status and
Product Life Cycle Support Policy, which can be
found at https ‘supporLesri.cam/en/cantent
‘productlitecyeles. Updates for Products in the
mature and retired phases may nat be available.
Licensee may continue to use Products already
Deployed for the term of this Agreement, but
Licensee will not be able to Deploy retired Products.
SAR MTAIN TENANCE
The Fee includes standard maintenance henefits specified
in the most current applicable Esri Standard Maintenance
Program document (found at hrtp//www.esri.convlesal),
At Esri's sole discretion, Esri may make patches, hot
fixes, or updates available for download. No Software
other than the defined Products will receive Maintenance.
Licensee may acquire maintenance for other Software
outside this Agreement.
a ‘Vier 1] Support
1, Licensee will provide Tier | Support through the
Tier | Help Desk to all Licensee's authorized
users.
2. The Tier | Help Desk will be fully trained m the
Products.
3. Ataminimum, Tier } Support will include those
activities that assist the user in resolving how-to
and operational questions as well as questians on
installation and troubleshooting procedures.
t
The Tier | Help Desk will be the initial points of
comact for all questions and reporting of an
incident. The Tier | Help Desk will obtain a full
description of each reported Incident and the
system configuration from the user. This may
include obtaining any customizations, code
samples, or data involved in the Incident, The
Tier 1 Help Desk may also use any other
information and databases that may be developed
to satisfactorily resolve the Incident.
Wfthe Tier | Help Desk cannot resolve the
Incident, an authorized Tier | Help Desk
individual may contact Tier 2 Support. The
Tier 1 Help Desk will provide support in such a
way as {o minimize repeat calls and make
solutions to problems avuilable to Licensee.
6. Tier } Help Desk individuals are the only
individuals authorized to contact Tier 2 Support.
Licensce may change the Tier | Help Desk
individuals by written notice 10 Esri,
hk. Pier 2 Sueppare
Tier 2 Support will log the calls recetved from
Tier | Help Desk.
Tier 2 Support will review all information
collected by and received from the Tier | Help
Desk including preliminary documented
troubleshooting provided by the Tier 1 Help
Desk when Tier 2 Support ts required.
Tier 2 Support may request that Tier | Help
Desk individuals provide verification of
information, additional information, or answers
to additional questions to supplement any
preliminary information gathering or
troubleshooting performed by Tier | Help Desk.
Ties 2 Support will atiempt to resolve che
Incident submitted by Tier | Heip Desk.
wa
When the Incident is resolved. Tier 2 Support
will communicate the information to Tier } Help
Desk, and Tier } Help Desk will disseminate the
resolution to the user(s}.
6. ESN poRsbPMENT AND PUBEICEDS
‘This Agreement will not be construed or interpreted as an
exclusive dealings agreement or Licensee's endorsement
of Products. Either party may publicize the existence af
this Agreement.
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