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ADDENDUM #2 <br /> STANDARD MAINTENANCE AND SUPPORT <br /> Standard Maintenance and Support Addendum provisions are between the Licensee and Azteca, Systems,LLC. <br /> Maintenance and Support are provided subject to the terms and conditions of the signed License Agreement and which is <br /> incorporated by reference. <br /> 1. MAINTENANCE&SUPPORT: Azteca Systems will provide maintenance and support services to Licensee <br /> for qualifying Products during the applicable Term for such Products provided the applicable license fees have been paid <br /> for the times and periods and amounts specified in Addendum#1. Maintenance and Support Services consist of the <br /> following benefits: Technical support,new version software,service packs,software upgrades,and software updates. <br /> 1.1. Azteca Systems will ensure upward compatibility for the Covered Software applications within a <br /> reasonable timeframe for minor Esri®ArcGlS and Cityworks supported database revisions. Azteca Systems <br /> will not ensure upward compatibility for Covered Software Applications when there are major Esri ArcGIS <br /> revisions(for example,from rev 14.x to rev 11.x),however Azteca Systems will make all reasonable efforts to <br /> provide upward compatibility. <br /> 1.2. Azteca Systems shall,without additional charge(except as allowed for in paragraph 3.4),during the <br /> term of this Agreement provide the following: <br /> (a) Software Updates. Software Updates includes Upgrades and service packs which are a <br /> collection of files that enhance or correct the Covered Software and which will be available <br /> for Licensee to download during the Maintenance Term/Period. Updates and Upgrades may <br /> also include new versions; <br /> (b) Provide Telephone Support,Email Support. Web Support,during normal business hours,8 <br /> AM to 5 PM Mountain Time,Monday through Friday(excepting Holidays)and after hour <br /> emergency support line,and other benefits deemed appropriate by Azteca Systems(as set <br /> forth in Section 2 below);and <br /> (c) Implement and maintain a means of secure,remote direct network access(VPN,Web-access, <br /> etc.)to the Licensee's systems in order to perform thorough remote diagnostics. <br /> 1.3 The following items,among others,however,are specifically excluded as support services under this <br /> section of this Maintenance and Support: <br /> (a) Support for applying or installing upgrades and service packs; <br /> (b) Assistance with questions related to third party software,computer hardware,networking, <br /> and other similar items that are not provided by Azteca; <br /> (c) Assistance with computer operating system questions not directly pertinent to the Covered <br /> Software or Program Modifications; <br /> (d) Licensee Data debugging and/or correcting: <br /> (e) Services necessitated as a result of any cause other than authorized ordinary and proper use <br /> by the Licensee of the Covered Software,including but not limited to neglect,abuse, <br /> unauthorized modifications and/or unauthorized updates; <br /> (f) Consulting regarding customizations created to function with the Covered Software unless <br /> the customization is identified and listed as Covered Software in Addendum I; <br /> (g) Assistance with applications which are not part of a standard life cycle,such as preview, <br /> beta,or candidate releases;and <br /> (h) Questions such as configuration,implementation and walk-throughs. <br /> 1.4 Support Periods are renewable unless terminated as provided in Section 3 below. The Maintenance <br /> Services consists of software and documentation updates and access to technical support via telephone,email. <br /> web-based(www.MvCitvworks.com)and after hours support as set forth in Section 1 of this Addendum. <br /> Standard License& Maintenance Agreement Page 1 1 of 14 10 16 ed. <br />