Common use of Maintenance Clause in Contracts

Maintenance. Maintenance is included in the Annual Fee. Education Products will receive maintenance provided that standard maintenance is available for each item. Maintenance includes benefits specified in the then-current Distributor software maintenance policy as modified in this Section 4.1. a. Tier 1 Support Provided by Institution (1) The Tier 1 Help Desk will provide Tier 1 Support to Institution and Authorized Users. (2) The Tier 1 Help Desk will use analysts fully trained in the Education Products they are supporting. (3) At a minimum, Tier 1 Support will include 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 will be the initial points of contact for all questions and Cases. Tier 1 Support analysts shall obtain a full description of each reported Case and the system configuration from Institution. This may include obtaining any customizations, code samples, or data involved in the Case. The analyst may also use any other information and databases that may be developed to satisfactorily resolve Cases. (5) If the Tier 1 Help Desk cannot resolve a Case, 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 available to Institution. (6) Institution may assign named Tier 1 Help Desk individuals up to the quantity listed in Appendix A that corresponds to the category of education institution license for which the applicable Annual Fee has been paid. These individuals will be the only individuals (callers) authorized to contact Distributor directly for Tier 2 Support. b. Tier 2 Support Provided by Distributor (1) Distributor shall log the calls received from Tier 1 Help Desk individuals. (2) Distributor shall review all information collected by and received from Tier 1 Help Desk individuals including preliminary documented troubleshooting provided by the Tier 1 Help Desk when Tier 2 Support is required. (3) Distributor may request that Tier 1 Help Desk individuals provide verification of information, additional information, or answers to additional questions to supplement any preliminary information gathering or troubleshooting performed by Tier 1 Help Desk. (4) Distributor shall attempt to resolve Case submitted by Tier 1 Help Desk by assisting the Tier 1 Help Desk individuals and not Institution. (5) When a Case is resolved, Distributor shall communicate the information to the Tier 1 Help Desk individuals, and the Tier 1 Help Desk shall disseminate the resolution to Institution. (6) Esri may, at its sole discretion, make patches, hot fixes, or updates available for downloading from Distributor's or Esri's website or, if requested, deliver them on media.

Maintenance. Maintenance is included in the Annual Fee. Education Products will receive maintenance provided that standard maintenance is available for each item. Maintenance includes benefits specified in the then-current Distributor software maintenance policy as modified in this Section 4.1. a. Tier 1 Support Provided by Institution (1) The Tier 1 Help Desk will provide Tier 1 Support to Institution and Authorized Users. (2) The Tier 1 Help Desk will use analysts fully trained in the Education Products they are supporting. (3) At a minimum, Tier 1 Support will include 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 will be the initial points of contact for all questions and Cases. Tier 1 Support analysts shall obtain a full description of each reported Case and the system configuration from Institution. This may include obtaining any customizations, code samples, or data involved in the Case. The analyst may also use any other information and databases that may be developed to satisfactorily resolve Cases. (5) If the Tier 1 Help Desk cannot resolve a Case, 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 available to Institution. (6) Institution may assign named Tier 1 Help Desk individuals up to the quantity listed in Appendix A that corresponds to the category of education institution license for which the applicable Annual Fee has been paid. These individuals will be the only individuals (callers) authorized to contact Distributor directly for Tier 2 Support. b. Tier 2 Support Provided by Distributor (1) Distributor shall log the calls received from Tier 1 Help Desk individuals. (2) Distributor shall review all information collected by and received from Tier 1 Help Desk individuals including preliminary documented troubleshooting provided by the Tier 1 Help Desk when Tier 2 Support is required. (3) Distributor may request that Tier 1 Help Desk individuals provide verification of information, additional information, or answers to additional questions to supplement any preliminary information gathering or troubleshooting performed by Tier 1 Help Desk. (4) Distributor shall attempt to resolve Case submitted by Tier 1 Help Desk by assisting the Tier 1 Help Desk individuals and not Institution. (5) When a Case is resolved, Distributor shall communicate the information to the Tier 1 Help Desk individuals, and the Tier 1 Help Desk shall disseminate the resolution to Institution. (6) Esri may, at its sole discretion, make patches, hot fixes, or updates available for downloading from Distributor's or Esri's Xxxx'x website or, if requested, deliver them on media.

Maintenance. Maintenance is included in the Annual Fee. Education Products will receive maintenance provided that standard maintenance is available for each item. Maintenance includes benefits specified in the then-current Distributor software maintenance policy as modified in this Section 4.1. a. Tier 1 Support Provided by Institution (1) The Tier 1 Help Desk will provide Tier 1 Support to Institution and Authorized Users. (2) The Tier 1 Help Desk will use analysts fully trained in the Education Products they are supporting. (3) At a minimum, Tier 1 Support will include 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 will be the initial points of contact for all questions and Cases. Tier 1 Support analysts shall obtain a full description of each reported Case and the system configuration from Institution. This may include obtaining any customizations, code samples, or data involved in the Case. The analyst may also use any other information and databases that may be developed to satisfactorily resolve Cases. (5) If the Tier 1 Help Desk cannot resolve a Case, 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 available to Institution. (6) Institution may assign named Tier 1 Help Desk individuals up to the quantity listed in Appendix A that corresponds to the category of education institution license for which the applicable Annual Fee has been paid. These individuals will be the only individuals (callers) authorized to contact Distributor directly for Tier 2 Support. b. Tier 2 Support Provided by Distributor (1) Distributor shall log the calls received from Tier 1 Help Desk individuals. (2) Distributor shall review all information collected by and received from Tier 1 Help Desk individuals including preliminary documented troubleshooting provided by the Tier 1 Help Desk when Tier 2 Support is required. (3) Distributor may request that Tier 1 Help Desk individuals provide verification of information, additional information, or answers to additional questions to supplement any preliminary information gathering or troubleshooting performed by Tier 1 Help Desk. (4) Distributor shall attempt to resolve Case submitted by Tier 1 Help Desk by assisting the Tier 1 Help Desk individuals and not Institution. (5) When a Case is resolved, Distributor shall communicate the information to the Tier 1 Help Desk individuals, and the Tier 1 Help Desk shall disseminate the resolution to Institution. (6) Esri may, at its sole discretion, make patches, hot fixes, or updates available for downloading from Distributor's or Esri's Xxxx'x website or, if requested, deliver them on media.