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Environmental Systems Research Institute,Inc. <br /> f 380 New York Street <br /> Redlands,CA 92373 <br /> (909)793-2853 <br /> ATTACHMENT E <br /> ESRI USER SUPPORT POLICY <br /> PART 1-WORKSTATION SOFTWARE SUPPORT POLICY <br /> Workstation Software Support Policy <br /> General Terms: <br /> To be eligible for ARC/INFO User Support Services,users should be aware of,and adhere to,the following terms: <br /> • Complimentary service is available for the first twelve months following issuance of the keycode. <br /> Thereafter,technical support is available in twelve-month increments, payable in advance, based on the date <br /> the keycode is issued. In the event additional licenses are purchased,they will be prorated to the same date. <br /> The support service for each software package is separately priced. <br /> • Price and terms are subject to change without notice. Fees are based on the rates in effect at the time payment <br /> is due. Those paying in arrears or late are subject to additional fees,not to exceed 18 percent per year. Fees <br /> for support services are nonrefundable. Subscribers to ESRI Support Services must subscribe to support for <br /> all software licensed by the subscriber. <br /> • Should there be a lapse in payment, all past fees due must be paid to restart service. <br /> • A Floating License permits access to the software for each licensed seat purchased,at any location on the <br /> network. The software may be accessed by another workstation,terminal,or a PC acting as a terminal. A <br /> Node-Locked license is operated on a specific CPU and is distributed in sets of three seats,called a 3-Pak. <br /> Other nodes on the network may access node-locked software only as terminals,not separate CPUs. <br /> • Once a new release or update is installed and verified,please return to ESRI or destroy all previous versions of <br /> the software and documentation. Remember that the previous versions remain subject to the terms of the <br /> ESRI software license and may not be transferred to any other person or entity. <br /> Limitations: <br /> • ESRI software is not error free. <br /> • ESRI technical support is limited to unmodified ESRI software. <br /> • ESRI supports INFO'software when technical support service is active. If the source of an INFO-related problem <br /> is not clear,ESRI will*heip identify it and determine who can help correct it. ESRI does not support other third- <br /> party software. <br /> • ESRI does not provide technical support for hardware, graphics cards, monitors, plotters, graphics printers, <br /> digitizers,modems, and so forth,except to answer questions of how standard, supported devices interface to <br /> ARC/INFO software. <br /> • The terms and conditions of this policy are subject to change by ESRI without written notice. <br /> ARCANFO Workstation Support Services <br /> 4 <br /> ARC/INFO Support Services at ESRI consist of technical maintenance programs designed to meet the needs of different <br /> types of users,product releases and updates, technical support,on-line support services,publications,ESRI's annual user <br /> conference,and ARCIINFO user groups. <br /> Technical Maintenance Programs <br /> ESRI offers Complimentary Support to new ARCANFO users for a period of one year. At the end of the Complimentary <br /> Support period, it is recommended that you ensure continued support by subscribing to one of our annual support programs. <br /> We offer Primary and Secondary Support Programs using a two-tier approach designed to meet the needs of single-copy sites <br /> and multicopy sites. <br /> Complimentary Support: <br /> Complimentary Support is offered to new ARC/INFO software users for a period of one year and includes all support <br /> services described below. The installation and implementation phase of your ARC/INFO software is a critical period. <br /> A92-P 1291-A VRB E-1 7/7/95 <br />