Description of Maintenance Services

Maintenance Services

VertiGIS offers expert assistance in the resolution of technical issues with VertiGIS software products and ensures that you have access to the most up-to-date versions of your licensed software (the “Product(s)”).  All maintenance services are provided in accordance with your license agreement(s) and applicable ordering document(s) between you and VertiGIS related to your Product(s).  Maintenance services do not include professional services, custom development, advanced configuration that would produce custom functionality, hardware support, equipment support, system back-ups, training, or other services.

Maintenance Services includes:

1. Access to VertiGIS Technical Support. See this article for more information.
2. Access to Software Updates for products in the General Availability life cycle phase. See this article for more information.

Eligibility

You are eligible to receive Maintenance Services for your Product(s) under the following conditions:

• Your Product(s) subscription(s) or maintenance term(s) are paid up and current. Product subscriptions include Maintenance Services;
• Your Product(s) have not been modified or altered in ways that are unintended or unexpected (i.e., beyond configuration settings or extensibility interfaces that are published in the Product(s) documentation materials). If such modification was performed by VertiGIS at your request, additional fees may apply for Maintenance Services on modified Product(s); and
• Your use of the Product(s) is in accordance with your license agreement and product documentation, and in the manner reasonably intended by the Product(s).  Maintenance Services will not be provided to installations of the Product(s) in environments that do not meet the documented minimum specifications.

Recommendations

While VertiGIS will make every effort to accommodate your environment and specific needs, we recommend the following:

• You have implemented the most current update available for your Product(s);
• You have performed routine and preventative maintenance on your systems, including disaster recovery backups, operating system updates, implementing anti-virus protection, and applied software patches and updates; and
• Data updates and changes that may influence performance of the Product(s) are understood and documented, such that any impacts may be assessed in a timely manner.

NOTE REGARDING CUSTOM FUNCTIONALITY

VertiGIS products offer flexible configuration to modify behavior and functionality of applications. Maintenance services do include assistance with documented configuration settings and controls that may affect application behavior for existing documented features; however, this is excluding services toward the development of new functionality that is specific to a particular customer or environment..