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ESRI Ij Environmental systems Research Institute, Inc. <br />J.j 12 <br />� ■ - - - -- - ��rrarra �r�rw■ <br />ARTICLE 15 - SOFTWARE MAINTENANCE AND UPDATE <br />SERVICE FOR INITIAL 12 -MONTH PERIOD <br />ESRI will support/maintain the software for a period of 12 months following installation. <br />Software support and maintenance will apply only to unmodified software (defined as software <br />not modified by the County, its agents or employees) and to modifications incorporated and <br />distributed by ESRI in updated versions of the software. Standard software updates provide <br />only for standard devices supported by ESRI. The County is responsible for making or <br />arranging for updates to interfaces for nonstandard devices. This maintenance and support will <br />include the following: <br />1. Correction of malfunctions caused by incorrect coding or programming, <br />2. Correction of functions which fail to perform as specified in supporting <br />documentation. <br />ESRI also agrees to provide program corrections for any system errors reported and <br />determined to be in the system, the documentation, or in any published operational procedures <br />in the most expeditious manner possible and at no cost to the user for period of 12 months <br />following installation. <br />In order to facilitate the orderly handling of problems which occur in the software, the <br />following procedures will occur. <br />1. The County will document any problem which occurs in the software with respect <br />to the specific data file on which it occurs. <br />2. The County will attempt to replicate the problem using other test data. <br />3. The above mentioned documentation and testing will be forwarded to ESRrs <br />office for debugging of errors in a timely manner. <br />4. ESRI will correct the problem and return the corrections to the County in a clearly <br />documented form. <br />During the period of maintenance and update service, ESRI shall be available to assist in <br />debugging or answering user questions regarding software operation by telephone consultation <br />on weekdays between the hours of 9:00 A.M. and 4:00 P.M. Pacific Time. The County's <br />GIS Consultant or System Administrator designated in Appendix J shall mail or telephone <br />problems or questions to the ESRI User Coordinator, 380 New York Street, Redlands, <br />California, 92373, Telephone (714) 793 -2853. ESRI shall also be available to assist in <br />debugging or answering user questions regarding software operation by telephone. <br />In addition, ESRI will deliver to the County all updates to the software which are <br />distributed within 12 months following installation. These updates will be sent to the County's <br />System Administrator designated in Appendix H. <br />A90- PO101/BB -9- 4/17/90 <br />