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Cartegraph Systems LLC
Addendum A - Support Services
Cartegraph Support and Training Services — Scope of Work
The Support Services listed in the Investment Summary of the Purchase Agreement are specific
Cartegraph Services which will be delivered to the Customer based on the descriptions below and on
the terms and conditions and subject to the limitations set forth in this Addendum A, the applicable
Purchase Agreement, and the Cartegraph Solutions Agreement. Cartegraph will coordinate with the
Customer on service delivery expectations and timeframes.
As part of Customer's subscription to access and use of the Cartegraph Solutions, Customer will
receive:
1. Support Services
a. Campus — www.campus.cartegraph.com
Our User Assistance area is a convenient and easily-shareable resource designed to help you and your co-
workers better understand the functions and capabilities of your Cartegraph Solutions. Instantly access user
tips, step-by-step instructions, videos, and more.
b. Dedicated, Unlimited, Toll-free Phone Support - 877.647.3050 and Live Chat
When questions need answers and difficulties arise, count on our industry-leading Support team to provide the
guidance and assistance you need. Reach us as often as you need Monday-Friday, 7:00 am-7:00 pm CT. Live
Chat is available within the product or through Campus.
c. Support via Case Submittal or Email
If a phone call or live chat is not your best option, you can always request support via our online case submittal
form available in Campus or via email. Email support is available at support@cartegraph.com.
2. Training & Education Services
a. Convenient Online Resources:
All the information you need, one click away. Take advantage of online training opportunities, tutorial videos,
upcoming event information, and more.
b. Customer Led User Groups
: Meet and network with similar Cartegraph users in your region. Customer led User Groups allow you to find out
what other organizations are doing to get more from their Cartegraph solutions and services.
3. Releases & Upgrades
a. New Releases:
Cartegraph is continuously innovating and enhancing the Cartegraph OMS collection of products. As a customer
with an active subscription, you will receive each new release of the software.
i. Cloud-hosted customers: Your cloud-hosted site will be upgraded by our Cartegraph System Consultants after
the release is available.
ii.
On-premise customers: For your on-premises installation, our Technical Consultants will work with your
organization's IT staff to deliver the latest software release. Software will be made available after installation to
the Cartegraph cloud-hosted customers.
b. Service Packs:
A Service Pack consists of lower-severity bug fixes and/or small platform updates.
i.
If required, cloud-hosted sites will receive Service Packs as needed. These Service Packs are installed by the
Cartegraph System Consultants.
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