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City of Orono, MN  |  8/20/2020 <br />ii. On-premises customers that contacted Cartegraph Technical Support about an issue that is resolved with the <br />Service Pack, will be provided the service pack for installation. These on-premises customers can then schedule <br />a time to install the Service Pack with our Technical Support team <br />c. Hot Fixes: <br />If an issue is determined to be a defect and falls outside the standard release cycle, Cartegraph will issue a hot <br />fix and provide application specialists with detailed levels of product knowledge to work with you in achieving a <br />timely and effective resolution <br />  <br />Cartegraph will provide the Support Services only to Customer, provided that Cartegraph reserves the right to <br />contact any third party as necessary to facilitate the delivery of Support Services or other services relating to <br />the Solutions. Said support applies only to the most current version of the product and the previous version in <br />succession. <br />All Support Services are dependent upon the use by Customer of the Solutions in accordance with Cartegraph’s <br />documentation and specifications. Cartegraph is under no obligation to modify the Solutions so that the <br />modified Solutions would depart from Cartegraph’s published documentation and specifications for such <br />Solutions. <br />Page 8 of 8