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ii. On-premises customers that contacted Cartegraph Technical Support about an issue that is resolved with the
Service Pack, will be provided the service pack for installation. These on-premises customers can then schedule
a time to install the Service Pack with our Technical Support team
c. Hot Fixes:
If an issue is determined to be a defect and falls outside the standard release cycle, Cartegraph will issue a hot
fix and provide application specialists with detailed levels of product knowledge to work with you in achieving a
timely and effective resolution
Cartegraph will provide the Support Services only to Customer, provided that Cartegraph reserves the right to
contact any third party as necessary to facilitate the delivery of Support Services or other services relating to
the Solutions. Said support applies only to the most current version of the product and the previous version in
succession.
All Support Services are dependent upon the use by Customer of the Solutions in accordance with Cartegraph’s
documentation and specifications. Cartegraph is under no obligation to modify the Solutions so that the
modified Solutions would depart from Cartegraph’s published documentation and specifications for such
Solutions.
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