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implementation phase of your ARC/UfFO experience is a critical period- ' This is the time during which You are beginning to work with the system and are tailor- ing it to accomplish your GIS goals. Complimentary support expedites your familiarization with ARC/INFO and ensures that you have the help you may need to get started right. Support Options. At the end of your complimentary support period, it is highly recommended that you ensure continued support and maintenance by sub- scribing to one of our sup- port programs. We offer both primary and secon- dary support programs for single -user and multi-user systems in a two-tiered approach designed for economy. Primary Support. The feature unique to the pri- mary support program is the Technical Support Service, which includes telephone hotline support and electronic mail. Pri- mary Support is the only option for sites with only one ARC/INFO license. Support for optional mod- ules must be purchased separately, as indicated in the policy statement. Secondary Support. If your site has more than one ARCfjNF0 license on the same platform using the same operating system and has purchased at least one Primary Support sub- scription, you can take ad- vantage of our two- tiered support program. Secon- dary Support, which fea- tures many of the advan- tages of Primary Support, is available at a reduced price for these sites. Such a program is available for single - as well as multi - user platforms. Secondary support re- quires that an experienced user (and one backup person) at the primary site be designated as technical contact for all communica tion between ESRI and all sites covered by the agree- ment, both primary and secondary. Hotline and ARCMAIL► support are not available to secondary sup- port sites directly, but only through the designated primary technical contact. Product updates are in- cluded for both primary and secondary sites, but the shipments will be sent only to the primary techni- cal contact for distribution. Up to 10 secondary support subscriptions can be pur- chased for each primary support subscription. Multi- Plartfor= Support. You can take advantage of our two -tiered support program if your multiple platforms are of the same _3 1_ machine type, which means they have the same manu- facturer and operate under the same operating system, and, therefore, don't re- quire different versions of ARC/INFO. For example, if your site has purchased ARCA2I 70 licenses on a VAXstation 3100 and a VAX 8600, you can take ad- vantage of Secondary Support for one of these li- censes as long as Primary Support has been pur- chased for the license on the larger class CPU. This relationship ap- plies because the DEC VAX release of ARC/MO runs on both the VAXstation 3100 and the VAX 8600 under the same operating system, whereas a different machine, such as a Sun 3/60, under a different operating system, requires the Sun version of ARCANFO, an entirely different effort for develop- ment, documentation, quality assurrance, and support. It would, there- fore, require a separate Primary Support license. Pricing Information. To obtain current pricing information, call your mar- keting representative. 35