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owned entities, either party may terminate this than the defined Products will receive Maintenance. Agreement before any subsequent year if Customer may acquire maintenance for other Customer is unable to secure funding through Software outside this Agreement. the legislative or governing body's approval process. a. Tier 1 Support 3.5 Follow-on Term. If the parties enter into 1. Customer will provide Tier 1 Support another agreement substantially similar to this through the Tier 1 Help Desk to all Agreement for an additional term,the effective Customer's authorized users. date of the follow-on agreement will be the day after the expiration date of this Agreement. 2. The Tier 1 Help Desk will be fully trained in the Products. 4.0—PRODUCT UPDATES 3. At a minimum,Tier 1 Support will include those activities that assist the user in 4.1 Future Updates. Esri reserves the right to resolving how-to and operational questions update the list of Products in Table A—List of as well as questions on installation and Products by providing written notice to troubleshooting procedures. Customer.Customer may continue to use all Products that have been Deployed, but support 4. The Tier 1 Help Desk will be the initial point and upgrades for deleted items may not be of contact for all questions and reporting of a available.As new Products are incorporated into Case.The Tier 1 Help Desk will obtain a full the standard program, they will be offered to description of each reported Case and the Customer via written notice for incorporation into system configuration from the user.This the Products schedule at no additional charge. may include obtaining any customizations, Customer's use of new or updated Products code samples, or data involved in the Case. requires Customer to adhere to applicable additional or revised terms and conditions in the 5. If the Tier 1 Help Desk cannot resolve the Master Agreement. Case, an authorized Tier 1 Help Desk individual may contact Tier 2 Support.The 4.2 Product Life Cycle. During the Term of Tier 1 Help Desk will provide support in such Agreement,some Products may be retired or a way as to minimize repeat calls and make may no longer be available to Deploy in the solutions to problems available to identified quantities. Maintenance will be subject Customer's organization. to the individual Product Life Cycle Support Status and Product Life Cycle Support Policy, 6. Tier 1 Help Desk individuals are the only which can be found at individuals authorized to contact Tier 2 https://support.esri.com/en/other- Support. Customer may change the.Tier 1 resources/product-life-cycle. Updates for Help Desk individuals by written notice to Products in the mature and retired phases may Esri. not be available. Customer may continue to use Products already Deployed, but Customer will b. Tier 2 Support not be able to Deploy retired Products. 1. Tier 2 Support will log the calls received from Tier 1 Help Desk. 5.0—MAINTENANCE 2. Tier 2 Support will review all information collected by and received from the Tier 1 The Fee includes standard maintenance benefits Help Desk including preliminary documented during the Term of Agreement as specified in the troubleshooting provided by the Tier 1 Help most current applicable Esri Maintenance and Desk when Tier 2 Support is required. Support Program document(found at https://www.esri.com/en- 3. Tier 2 Support may request that Tier 1 Help us/legal/terms/maintenance).At Esri's sole Desk individuals provide verification of discretion, Esri may make patches, hot fixes, or information,additional information, or updates available for download. No Software other answers to additional questions to Page 4 of 6 September 25,2020