ESRI Environmental Systems Research Institute 4/17/2017

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