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Customer is unable to secure funding through <br />the legislative or governing body's approval <br />process. <br />3.5 Follow-on Term. If the parties enter into <br />another agreement substantially similar to this <br />Agreement for an additional term, the effective <br />date of the follow-on agreement will be the day <br />after the expiration date of this Agreement. <br />a. Tier 1 Support <br />1, Customer will provide Tier 1 Support <br />through the Tier 1 Help Desk to all <br />Customer's authorized users, <br />2. The Tier 1 Help Desk will be fully trained in <br />the Products. <br />3. <br />At a minimum, Tier 1 Support will include <br />those activities that assist the user in <br />4.0—PRODuc-r UPDATE S <br />resolving how-to and operational questions <br />as welll as questions on installation and <br />4.1 Future Updates. Esri reserves the right to <br />troubleshooting procedures. <br />update the list of Products in Table A —List of <br />Products by providing written notice to <br />4. <br />The Tier I Help, Desk will be the initial point <br />Customer. Customer may continue to use all <br />of contact for atl questions and reporting of a <br />Products that have been Deployed, but support <br />Case. The Tier 1 Help Desk will obtain a full <br />and upgrades for deleted items may not be <br />description of each reported Case and the <br />available. As new Products are incorporated into <br />system configuration from the user. This <br />the standard program, they will be offered to <br />may include obtaining any customizations, <br />Customer via written notice for incorporation into <br />code samples, or data involved in the Case. <br />the Products schedule at no additional charge. <br />Customer's use of new or updated Products <br />5. <br />If the Tier I Help Desk cannot resolve the <br />requires Customer to adhere to applicable <br />Case, an authorized Tier I Help Desk <br />additional or revised terms and conditions in the <br />individual may contact Tier 2 Support, The <br />Master Agreement. <br />Tier I Help Desk will provide support in such <br />a way as to minimize repeat calls and make <br />4.,2 Product Life Cycle. During the Term of <br />solutions to problems available to <br />Agreement, some Products may be retired or <br />Customer's organization. <br />may no longer be available to Deploy in the <br />identified quantities. Maintenance will be subject <br />6. <br />Tier 1 Help Desk individuals are the only <br />to the individual Product Life Cycle Support <br />individuals authorized' to contact Tier 2 <br />Status and Product Life Cycle Support Policy, <br />Support. Customer may change the Tier 1 <br />which can be found at httlD,:,/,/S_Ljl <br />Help Desk individuals by written notice to <br />..or.t...esri.com/ein <br />/contentlproductlifecycles. Updates for Products <br />Esri. <br />in the mature and retired phases may not be <br />available. Customer may continue to use b. <br />Tier 2 Support <br />Products already Deployed, but Customer will <br />not be able to Deploy retired Products. <br />1. <br />Tier 2 Support will log the calls received <br />from Tier 1 Help Desk, <br />5.0---MMINTENANCE <br />2. <br />Tier 2 Support will review all information <br />collected by and received from the Tier 1 <br />Help Desk including preliminary documented <br />The Fee includes standard maintenance benefits <br />troubleshooting provided by the Tier 1 Help <br />during the Term of Agreement as specified in the <br />Desk when Tier 2 Support is required. <br />most current applicable Esri Maintenance and <br />Support Program document (found at <br />3. <br />Tier 2 Support may request that Tier 1 Help <br />http://www.,e,s[Lcom/legal). At Esri's sole discretion. <br />Desk liindividuals provide verification of <br />Esri may make patches, hot fixes, or updates <br />information, additional information, or <br />available for download. No Software other than the <br />answers to additional questions to <br />defined Products will receive Maintenance. <br />supplement any preliminary information <br />Customer may acquire maintenance for other <br />gathering or troubleshooting performed by <br />Software outside this Agreement. <br />Tier 1 Help Desk. <br />4. <br />Tier 2 Support will attempt to resolve the <br />Case submitted by Tier I Help Desk. <br />Page 4 of 6 <br />January 26, 2018 <br />