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2. The Tier I Help Desk will be fully trained in the <br />Products. <br />Page 4 of 5 11/04/2016 <br />3. <br />At a minimum, Tier 1 Support will include those <br />3.5 Follow-on Term. If the parties enter into another <br />activities that assist the user in resolving how-to <br />agreement substantially similar to this Agreement for <br />and operational questions as well as questions on <br />an additional term, the effective date of the follow-on <br />installation and troubleshooting procedures. <br />agreement will be the day after the expiration date of <br />this Agreement. <br />4. <br />The Tier 1 Help Desk will be the initial points of <br />contact for all questions and reporting of a Case. <br />The Tier 1 Help Desk will obtain a full <br />4.0—PRODUCT UPDATES <br />description of each reported Case and the system <br />configuration from the user. This may include <br />4.1 Future Updates. Esri reserves the right to update the <br />obtaining any customizations, code samples, or <br />list of Products in Table A—List of Products by <br />data involved in the Case. The Tier 1 Help Desk <br />providing written notice to Licensee. Licensee may <br />may also use any other information and <br />continue to use all Products that have been Deployed, <br />databases that may be developed to satisfactorily <br />but support and upgrades for deleted items may not <br />resolve the Case. <br />be available. As new Products are incorporated into <br />the standard program, they will be offered to <br />5. <br />If the Tier 1 Help Desk cannot resolve the Case, <br />Licensee via written notice for incorporation into the <br />an authorized Tier 1 Help Desk individual may <br />Products schedule at no additional charge. Licensee's <br />contact Tier 2 Support. The Tier 1 Help Desk <br />use of new or updated Products requires Licensee to <br />will provide support in such a way as to <br />adhere to applicable additional or revised terms and <br />minimize repeat calls and make solutions to <br />conditions of the License Agreement. <br />problems available to Licensee. <br />4.2 Product Life Cycle. During the Term of Agreement, <br />6. <br />Tier 1 Help Desk individuals are the only <br />some Products may be retired or may no longer be <br />individuals authorized to contact Tier 2 Support. <br />available to Deploy in the identified quantities. <br />Licensee may change the Tier 1 Help Desk <br />Maintenance will be subject to the individual Product <br />individuals by written notice to Esri. <br />Life Cycle Support Status and Product Life Cycle <br />Support Policy, which can be found at <br />b. Tier 2 Support <br />http://support.esri.com/en/content <br />/productlifecvcles. Updates for Products in the <br />1. <br />Tier 2 Support will log the calls received from <br />mature and retired phases may not be available. <br />Tier 1 Help Desk. <br />Licensee may continue to use Products already <br />Deployed during the Tenn of Agreement, but <br />2. <br />Tier 2 Support will review all information <br />Licensee will not be able to Deploy retired Products. <br />collected by and received from the Tier 1 Help <br />Desk including preliminary documented <br />5.0—MAINTENANCE <br />troubleshooting provided by the Tier 1 Help <br />Desk when Tier 2 Support is required. <br />The Fee includes standard maintenance benefits during <br />3. <br />Tier 2 Support may request that Tier 1 Help <br />the Tenn of Agreement as specified in the most current <br />Desk individuals provide verification of <br />applicable Esri Maintenance and Support Program <br />information, additional information, or answers <br />document (found at http://www.esri.com/leea]). At Esri's <br />to additional questions to supplement any <br />sole discretion, Esri may make patches, hot fixes, or <br />preliminary information gathering or <br />updates available for download. No Software other than <br />troubleshooting performed by Tier l Help Desk. <br />the defined Products will receive Maintenance. Licensee <br />may acquire maintenance for other Software outside this <br />4. <br />Tier 2 Support will attempt to resolve the Case <br />Agreement. <br />submitted by Tier 1 Help Desk. <br />a. Tier 1 Support <br />5. <br />When the Case is resolved, Tier 2 Support will <br />1. Licensee will provide Tier 1 Support through the <br />communicate the information to Tier 1 Help <br />Tier 1 Help Desk to all Licensee's authorized <br />Desk, and Tier 1 Help Desk will disseminate the <br />users. <br />resolution to the user(s). <br />2. The Tier I Help Desk will be fully trained in the <br />Products. <br />Page 4 of 5 11/04/2016 <br />