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3.5 Follow-on Term. If the parties enter into another <br />agreement substantially similar to this Agreement for <br />an additional term, the effective date of the follow-on <br />agreement will be the day after the expiration date of <br />this Agreement. <br />4.0-1ROM crt IiPt):1'I'Es <br />4.1 Future Updates. Esri reserves the right to update the <br />list of Products in Table A—List of Products by <br />providing written notice to Customer. Customer may <br />continue to use all Products that have been Deployed, <br />but support and upgrades for deleted items may not <br />be available. As new Products are incorporated into <br />the standard program, they will be offered to <br />Customer via written notice for incorporation into the <br />Products schedule at no additional charge. Customer's <br />use of new or updated Products requires Customer to <br />adhere to applicable additional or revised terms and <br />conditions of the License Agreement. <br />4.2 Product Life Cycle. During the Term of Agreement, <br />some Products may be retired or may no longer be <br />available to Deploy in the identified quantities. <br />Maintenance will be subject to the individual Product <br />Life Cycle Support Status and Product Life Cycle <br />Support Policy, which can be found at <br />http://supportesri.com/en/content <br />/productlifecvcles. Updates for Products in the <br />mature and retired phases may not be available. <br />Customer may continue to use Products already <br />Deployed during the Term of Agreement, but <br />Customer will not be able to Deploy retired Products. <br />5.0—MA TTE Cly. <br />The Fee includes standard maintenance benefits during <br />the Term of Agreement as specified in the most current <br />applicable Esri Maintenance and Support Program <br />document (found at http://www.esri.com/legal). At Esri's <br />sole discretion, Esri may make patches, hot fixes, or <br />updates available for download. No Software other than <br />the defined Products will receive Maintenance. Customer <br />may acquire maintenance for other Software outside this <br />Agreement. <br />a. Tier 1 Support <br />I. Customer will provide Tier 1 Support through <br />the Tier I Help Desk to all Customer's <br />authorized users. <br />2. The Tier 1 Help Desk will be fully trained in the <br />Products. <br />3. At a minimum, Tier 1 Support will include those <br />activities that assist the user in resolving how-to <br />and operational questions as well as questions on <br />installation and troubleshooting procedures. <br />4. 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 />description of each reported Case and the system <br />configuration from the user. This may include <br />obtaining any customizations, code samples, or <br />data involved in the Case. The Tier 1 Help Desk <br />may also use any other information and <br />databases that may be developed to satisfactorily <br />resolve the Case. <br />If the Tier 1 Help Desk cannot resolve the Case, <br />an authorized Tier 1 Help Desk individual may <br />contact Tier 2 Support. The Tier 1 Help Desk <br />will provide support in such a way as to <br />minimize repeat calls and make solutions to <br />problems available to Customer. <br />6. Tier 1 Help Desk individuals are the only <br />individuals authorized to contact Tier 2 Support. <br />Customer may change the Tier 1 Help Desk <br />individuals by written notice to Esri. <br />b. 'Fier 2 Support <br />1. Tier 2 Support will log the calls received from <br />Tier 1 Help Desk. <br />2, <br />Tier 2 Support will review all information <br />collected by and received from the Tier 1 Help <br />Desk including preliminary documented <br />troubleshooting provided by the Tier I Help <br />Desk when Tier 2 Support is required. <br />3. Tier 2 Support may request that Tier 1 Help <br />Desk individuals provide verification of <br />information, additional information, or answers <br />to additional questions to supplement any <br />preliminary information gathering or <br />troubleshooting performed by Tier 1 Help Desk. <br />4. Tier 2 Support will attempt to resolve the Case <br />submitted by Tier 1 Help Desk. <br />5. When the Case is resolved, Tier 2 Support will <br />communicate the information to Tier 1 Help <br />Desk, and Tier I Help Desk will disseminate the <br />resolution to the user(s). <br />Page 4 of 5 03/03/2017 <br />126 <br />