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Customer is unable to secure funding through a. Tier 1 Support the legislative or governing body's approval process. 1. Customer will provide Tier 1 Support through the Tier 1 Help Desk to all 3.5 Follow-on Term. If the parties enter into Customer's authorized users. another agreement substantially similar to this Agreement for an additional term, the effective 2. The Tier 1 Help Desk will be fully trained in date of the follow-on agreement will be the day the Products. after the expiration date of this Agreement. 3. At a minimum, Tier 1 Support will include those activities that assist the user in 4.0—PRODUCT UPDATES resolving how-to and operational questions as well as questions on installation and 4.1 Future Updates. Esri reserves the right to troubleshooting procedures. update the list of Products in Table A—List of Products by providing written notice to 4. The Tier 1 Help Desk will be the initial point Customer. Customer may continue to use all of contact for all questions and reporting of a Products that have been Deployed, but support Case. The Tier 1 Help Desk will obtain a full and upgrades for deleted items may not be description of each reported Case and the available.As new Products are incorporated into system configuration from the user. This the standard program,they will be offered to may include obtaining any customizations, Customer via written notice for incorporation into code samples, or data involved in the Case. the Products schedule at no additional charge. Customer's use of new or updated Products 5. If the Tier 1 Help Desk cannot resolve the requires Customer to adhere to applicable Case, an authorized Tier 1 Help Desk additional or revised terms and conditions in the individual may contact Tier 2 Support. The Master Agreement. Tier 1 Help Desk will provide support in such a way as to minimize repeat calls and make 4.2 Product Life Cycle. During the Term of solutions to problems available to Agreement, some Products may be retired or Customer's organization. may no longer be available to Deploy in the identified quantities. Maintenance will be subject 6. Tier 1 Help Desk individuals are the only to the individual Product Life Cycle Support individuals authorized to contact Tier 2 Status and Product Life Cycle Support Policy, Support. Customer may change the Tier 1 which can be found at Help Desk individuals by written notice to https://support.esri.com/en/other- Esri. resources/product-life-cycle. Updates for Products in the mature and retired phases may b. Tier 2 Support not be available. Customer may continue to use 1. Tier 2 Support will log the calls received Products already Deployed, but Customer will not be able to Deploy retired Products. from Tier 1 Help Desk. 2. Tier 2 Support will review all information collected by and received from the Tier 1 5.0—MAINTENANCE Help Desk including preliminary documented troubleshooting provided by the Tier 1 Help The Fee includes standard maintenance benefits Desk when Tier 2 Support is required. during the Term of Agreement as specified in the most current applicable Esri Maintenance and 3. Tier 2 Support may request that Tier 1 Help Support Program document(found at Desk individuals provide verification of https://www.esri.com/en- information, additional information, or us/legal/terms/maintenance).At Esri's sole answers to additional questions to discretion, Esri may make patches, hot fixes, or supplement any preliminary information updates available for download. No Software other gathering or troubleshooting performed by than the defined Products will receive Maintenance. Tier 1 Help Desk. Customer may acquire maintenance for other Software outside this Agreement. 4. Tier 2 Support will attempt to resolve the Case submitted by Tier 1 Help Desk. E218-3—v02/01/2020 Page 4 of 6 09/09/2020/PSK