1995 S Amendment to Master Purchase Agreement Between Orange County and Environmental Systems Research Institute (ESRI)

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• - Y E8R1 Environmental Systems Research Institute,Inc. 380 New York Street 1 Redlands,CA 92373 n (909)793-2853 This is the time during which you are beginning to work with the system and are tailoring it to accomplish your GIS goals. Complimentary Support expedites your familiarization with ARC/INFO software and provides assistance to you as you get started. Primary Support: The three components unique to the Primary Support Program are Technical Support, which includes telephone, fax, and E-mail software support;complimentary limited registration at ESRI's annual user conference; and direct shipment of product updates. Primary Support is the only option for sites with one ARC/INFO license. Support for optional extensions must be purchased separately. Secondary Support: If your site has more than one ARC/INFO license and has purchased at least one Primary Support subscription, you can take advantage of our two-tiered support program. Secondary Support offers many of the advantages of Primary Support and is available at a reduced price for these sites. Up to nine Secondary Support subscriptions can be purchased for each Primary Support subscription. Secondary Support requires that an experienced user(and one backup person)at the primary site be designated as technical contact for all communication between ESRI and all sites covered by the agreement, both primary and secondary. Telephone, fax, and E-mail support are not available to Secondary Support sites directly, but only through the designated primary technical contact. Product Releases and Updates Product updates are included for both primary and secondary sites, but the shipments are sent only to the primary technical contact for distribution. Technical Support ESRI's Technical Support group is dedicated to providing timely,expert assistance to ARC/INFO software users. Areas of support include installation and maintenance of ARC/INFO software, assistance in solving problems arising from the use of the software, hardware interfacing of peripheral devices, and logging of enhancement requests and bugs submitted by the user. Accessing Technical Support: ARCIINFO users within the United States may contact Technical Support between 6:00 a.m. and 6:00 p.m. PST, Monday through Friday, by telephone(voice), facsimile(fax), and/or electronic mail (E-mail); ESRI holidays excluded. Technical Support can be reached by dialing(909)793-3774. Each problem incident reported to Technical Support is given a unique identification number for referencing. After an incident is logged, the user is connected to a specialist who will work on the problem until it is resolved. If a specialist is unavailable, the call may, at the user's request, be forwarded to the Answer Center. The Answer Center assigns the user an analyst who,though perhaps not a specialist in the area in question,may be able to help immediately. If no analysts are available in the Answer Center,or the user chooses not to use this option,the call is placed in a dispatch queue. The user will be called back by the first available specialist. For users who do not wish to call in,or cannot reach Technical Support during our normal operating hours,fax and E- mail support is available. We accept faxes and E-mail twenty-four hours a day(however,faxes and E-mail received after hours, 6:00 pm.to 6:00 am.PST, are handled the next business day). All incidents reported by fax or E-mail are given the same priority and support as those reported by telephone. Fax support, available at(909) 792-0960, can be used for all incident-related correspondence. E-mail support is available through the Internet. Users can reach ESRI Technical Support's Internet account by sending E-mail to support @esri.com. Requests for support by telephone,E-mail,or fax should contain detailed information about the problem(hardware platform and peripherals, operating system, type and version of software, description of problem, and customer number)to help expedite a solution. ESRI will respond by telephone,fax,or E-mail. Please refer to the section in this document titled: Preparing for Support. A92-P1291-A1/RB E-2 7/7/95