Common use of ELA Maintenance Clause in Contracts

ELA Maintenance. ELA Maintenance is included in the ELA Fee. Each Rolled-In Software and Enterprise License Software item will receive ELA Maintenance, provided that standard maintenance is available. ELA Maintenance includes benefits specified in the most current applicable Distributor software maintenance policy available on the Esri Canada Distributor website at xxx.xxxx.xx as modified by this Section 4. ELA Maintenance does not include Technical Support for Online Services. a. Tier 1 Support Provided by City (1) City shall provide Tier 1 Support through the Tier 1 Help Desk. (2) The Tier 1 Help Desk shall use analysts fully trained in the Software they are supporting. (3) At a minimum, Tier 1 Support shall include those activities that assist the user in resolving how-to and operational questions as well as questions on installation and troubleshooting procedures. (4) Tier 1 Support analysts shall be the initial points of contact for all questions and Incidents. Tier 1 Support analysts shall obtain a full description of each reported Incident and the system configuration. This may include obtaining any customizations, code samples, or Data involved, if applicable to the Incident. The analyst may also use any other information and databases they may develop to satisfactorily resolve Incidents. (5) If the Tier 1 Help Desk cannot resolve the Incident, an authorized Tier 1 Help Desk individual may contact Distributor for Tier 2 Support. The Tier 1 Help Desk shall provide support in such a way as to minimize repeat calls and make solutions to problems available. (6) City may assign up to the number of Tier 1 Help Desk individuals listed in Appendix B. Said individuals shall be fully identified in Appendix E and will be the only individuals authorized to contact Distributor directly for Tier 2 Support.

ELA Maintenance. ELA Maintenance is included in the ELA Fee. Each Rolled-In Software and Enterprise License Software item will receive ELA Maintenance, provided that standard maintenance is available. ELA Maintenance includes benefits specified in the most current applicable Distributor software maintenance policy available on the Esri Canada Distributor website at xxx.xxxx.xx as modified by this Section 4. ELA Maintenance does not include Technical Support for Online Web Services. a. Tier 1 Support Provided by CityOrdnance Survey (1) City Ordnance Survey shall provide Tier 1 Support through the Tier 1 Help DeskDesk to all Licensees. (2) The Tier 1 Help Desk shall use analysts fully trained in the Software they are supporting. (3) At a minimum, Tier 1 Support shall include those activities that assist the user in resolving how-to and operational questions as well as questions on installation and troubleshooting procedures. (4) Tier 1 Support analysts shall be the initial points of contact for all questions and Incidents. Tier 1 Support analysts shall obtain a full description of each reported Incident and the system configurationconfiguration from Licensee. This may include obtaining any customizations, code samples, or Data involved, if applicable to the Incident. The analyst may also use any other information and databases they may develop to satisfactorily resolve Incidents. (5) If the Tier 1 Help Desk cannot resolve the Incident, an authorized Tier 1 Help Desk individual may contact Distributor for Tier 2 Support. The Tier 1 Help Desk shall provide support in such a way as to minimize repeat calls and make solutions to problems availableavailable to Licensees. (6) City Ordnance Survey may assign up to the number of Tier 1 Help Desk individuals listed in Appendix B. Said individuals shall be fully identified in Appendix E and will be the only individuals authorized to contact Distributor directly for Tier 2 Support.