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ESRi 38
<br />ARC/EgFC® User Support Policy (June 1, 1989)
<br />Workstation, Mini, and Mainframe Computers
<br />Terms
<br />To be eligible for ARCIINFO User Support services, users should be aware of and adhere to the following terms:
<br />1. Fill support is provided free of charge to registered users for the first 12 months after purchase. Thereafter, user support
<br />services, available in 12 -month periods, must be purchased separately in advance.
<br />2. Fees for Primary and Secondary Support services and object code technical support (after the first year) are due and payable
<br />each year on the anniversary date (defined as the installation date or, if self - installed, the 30 days following shipment of the
<br />product from our offices).
<br />3. Primary and Secondary Support services for ARCM4FO do not automatically include support for ARVn FO TIN"N,
<br />ARC/INFO NETWOWN, ARCOM COGOT", GRID /GRMTOPOTa, and RDBIrw or object code. Support for these products
<br />must be purchased separately.
<br />4. Annual fees are subject to change by ESRI without written notice. Fees due are based on the rates in effect at the time
<br />payment is due. A late charge equal to 16 percent of the invoiced support fee will be applied to accounts not paid within 30
<br />days of the invoice date.
<br />S. User support subscription fees must be kept up-to -date. Subscribers may not skip a year and then re- subacr ibe to user
<br />support services at a later date without paying the fees for the missed year(s).
<br />6. Fees for support services are nonrefundable.
<br />7. ESRI will ship sll support materials (including those intended for Secondary Support subscriptions) to the primary technical
<br />contact. That contact will be responsible for distributing these materials to Secondary Support subscribers and other appro-
<br />priate individuals within the organization. It is the organization's responsibility to inform ESRI in writing of any change
<br />regarding the technical contact.
<br />8. Sites holding object code licenses prior to December 31, 1988. can continue to receive object code updates by purchasing object
<br />code technical support with the first technical support Fee due after that date.
<br />9. Release and revision are synonyms. They refer to the numbered product offerings, such as Release 6.0 of ARCIMO. Version
<br />refers to the hardware platform and operating system- specific product offering, such as the Sun version of ARCJWO.
<br />10. A single -user site has only one terminal per CPU and is, therefore. limited to one user at a time, such as a PC or single -user
<br />workstation. A multi -user site has a CPU that accommodates more than one terminal concurrently, such as a multi -user
<br />workstation, mini or mainframe computer.
<br />Additional Terms for Multi -Copy Sites
<br />11. Regardless of how many ARCANFO and PC ARCANFO software products an organization acquires, if maintenance services
<br />are to be retained, support must be purchased for all products and all optional modules.
<br />12. Each organization desiring user support services for multiple copies of the ARCANFO software product on the same hardware
<br />platform must purchase one primary support subscription for every ten secondary support subscriptions. The hardware
<br />platform is considered the same if it has the same manufacturer, has the same operating system, and rues the same version
<br />(not to be confused with release level or revision) of ARCANFO.
<br />Limitations
<br />1. ESRTs support is limited to unmodified software distributed by ESRL
<br />2. ESRI fully supports INFO" software wben user support service has been purchased from ESRI. Otherwise, INFO user
<br />support must be arranged through Hence Software, 1= If user support is not contracted through ESRI and a problem occurs
<br />.while using INFO, $SRI will not be able to help. If the source of a problem is not clear, ESRI will help identify it and deter•
<br />mine who can help correct it.
<br />3. ESRI does not provide technical support for hardware, graphics cards and monitors, plotters, graphics printers, digitizers,
<br />modems, and no on, eseept to answer telephone questions of how supported devices interface to ARCIWO and this is limited
<br />to standard supported devices. For supported devices, see ARCIINFO Release Notes for each product revision, the ARCWO
<br />System Dependencies Guide for each platform, and all applicable Last Minute Notes for that release.
<br />4. Terms and conditions of this policy are subject to change by ESRI without written notice.
<br />ARC/INFO and PC ARC/INFO are registered trademarks of Environmental Systems Research Institute, Inc.
<br />ESRI is the company name and registered trademark of Environmental Systems Research Institute, Inc.
<br />ARCMAM, ARC/INFO NETWOM ARCIINFO TIN, ARC/INFO COGO, and RDBI are trademarks of
<br />Environmental Systems Research Institute, Inc.
<br />INFO is a trademark of Henco Software, Inc.
<br />■ 380 New York Street, Redlands, CA 92373 ■ Telephone: 714793 -2853 ■ Hotline Telephone: 714- 793 -ESRI ■
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