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funding through the legislative or governing body's <br />•1. The Tier I Help Desk will be the initial points of <br />approval process. <br />contact for all questions and reporting of an <br />Incident. The Tier I Help Desk will obtain a full <br />description of each reported Incident and the <br />4.0 1 1 Tim, 11; ti <br />system configuration front the user. This may <br />include obtaining any customizations, code <br />•1 '1 Future Updates. Esri reserves the right to update the <br />samples, or data involved in the Incident. The <br />list of Products ill Table A - -List of Products by <br />Tier l Help Desk may also use any other <br />providing written notice to L icensee. Licensee may <br />information and databases that may be developed <br />continue to use all Products that have been Deployed, <br />to satisfactorily resolve the Incident. <br />but support and upgrades for deleted items niay not <br />be available. As new Products are incotporaled into <br />,. Ifthe'fier l Help Desk canuot resolve the <br />the staudard program, they will he offered to <br />Incident. all authorized 'f ier I I lelp Desk <br />Licensee via written notice li)r incorporation into the <br />individual may contact I ier 2 Support. The <br />Product; schedule at no additional charge. t icensee's <br />Tier l I [ell) Desk will provide support in such a <br />use ol'new or updated Products requires Licensee to <br />way as to minimize rel)eal calls and make <br />adhere to applicable additional or revised terms and <br />solutions to problems available to I icensee. <br />conditions ol'the l ic•ense Agreement. <br />6 I ier I hell) Desk individuals are the Hilly <br />1.1 Product Life Cycle. During the term of this <br />individuals authorized to contact 'I ier 2 tiul)l)oit. <br />Agreement, suite Products may he retired or utay no <br />Licensee tuay change the I ier I I lelp I )csk <br />longer he available to Deploy in ttie identified <br />individuals by written notice to I - sri. <br />quantities. Maintenatce will be suhiect to Ilse. <br />individual I'rochtct l itc ('y etc Suppoit Status and <br />IP I rc•i I 'mpjbur t <br />PtY,(Itic•t I ire cycle Support Policy, which call be <br />lbuud at lrtq] / /sttpj)olt csti.cg)111`enrcoute•ul <br />t tier ? tiul)putt will log the calls received (runt <br />jtrodtic•tli r(-ct c lee. I Il)dates lift• Products in the <br />I ici I I tell) Desk. <br />mature and retired phases may not be available. <br />I icensee may continue to use Products already <br />? 'I ier 2 Support will review all inknntation <br />Deployed tin• the Min ofthis Agreement, but <br />collected by and received h-oin the I ici I I lelp <br />1 •icensee will not be able to Deploy retired Products. <br />Desk including preliminary documented <br />troubleshooting provided by the'ficr I I tell) <br />Des], when Pier 2 Support is required. <br />I'hc Fee includes s(andard maintenance benelits specilied <br />in the most currcut applicable I-:sri Standard Maintenance <br />Program document Obillul al htlt ;r;,'v,•wvv,c.Ii colivIcyal). <br />At Fsri's sole discretion, I sri may make patches, hot <br />lixes, of updates available lbr download. No Sollwure <br />other than the deliued Products will receive Maintenance. <br />Licensee may acquire maintenaucc for other Sollware <br />outside this Agreement. <br />.11 1 Eel I 'mlt1)i)r t <br />I I .icensee will provide 'Pier 15uppoi t through the <br />'Pier l l lelp Desk to all Licensee's authorized <br />users. <br />�. 'llte 1 ier I help Desk will be fully trained ill the <br />Products. <br />_. At a minimum, T ier I 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 />i. ('ier 2 Support may request that 'I I Ifell) <br />Desk individuals provide verification of <br />inliuniation, additional iulbrination, or answers <br />to additional questions to suPI)lement any <br />Preliminaiy intbrination gathedug, or <br />troubleshooting Pertonned by l ier I I tell) Desk. <br />4. Her 2 tiul)port will attempt to resolve the <br />Incident submitted by 'Pier l l tell) Desk. <br />When the Incident is resolved, 'tier 2 Support <br />will communicate the inIbrination to 1 ier I l tell) <br />Desk, and Tier I I telp Desk will disseminate the <br />resolution to the user(s). <br />(r €9 F.Ziaouk'i• tin..\ I %-,o) Pi 1111,1( 11 t <br />'f his Agreement will not be construed or interpreted as an <br />exclusive dealings agreement or Licensee's endorsement <br />of Products. Either party may Publicize the existence of <br />this Agreement. <br />Page 4 of 5 12.1.2015 <br />