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Dell Marketing L.P. A2017-084C4 01 Chhig /I/4 February 23, 2019 Dell Marketing L.P. Attn: Michael Spencer P.O. Box 910916 Pasadena, CA 91110-0916 14000 City Center Drive Chino Hills, CA 91709 (909) 364-2600 /• 1•// RE: Extension of Termination Date for Agreement A2017-084 Adobe Enterprise Term Licensing: Acrobat Pro, Illustrator, & Creative Cloud Dear Mr. Spencer: On April 3, 2017, the City of Chino Hills authorized execution of Agreement No. A2017-084 with Dell Marketing L.P. for Adobe Enterprise Term Licensing for Acrobat Pro, Illustrator and Creative Cloud. This letter serves as notification that the termination date has been extended until February 23, 2020. All other provisions of the agreement remain in effect. Should you have any questions regarding this notification, please contact Megan Dearing at (909)364-2633. Sincerely, Konradt Bartlam City Manager KB:wg cc: City Clerk's Office Finance Department Information Technology CCe.• Art Bennett ■ Brian Johsz ■ Ray Marquez ■ Cynthia Moran ■ Peter J. Rogers C4 01 Olizig Wd6 December 20, 2017 Dell Marketing L.P. Attn: Michael Spencer P.O. Box 910916 Pasadena, CA 91110-0916 14000 City Center Drive Chino Hills, CA 91709 (909) 364-2600 www. 1• / RE: Extension of Termination Date for Agreement A2017-084 Adobe Enterprise Term Licensing: Acrobat Pro, Illustrator, & Creative Cloud Dear Mr. Spencer: On April 3, 2017, the City of Chino Hills authorized execution of Agreement No. A2017-084 with Dell Marketing L.P. for Adobe Enterprise Term Licensing for Acrobat Pro, Illustrator and Creative Cloud. This letter serves as notification that the termination date has been extended until February 23, 2019. All other provisions of the agreement remain in effect. Should you have any questions regarding this notification, please contact Michelle Smith at (909)364-2633. Sincerely, Konradt Bartlam City Manager KB:wg cc: City Clerk's Office Finance Department Information Technology C e„„ed. Art Bennett • Brian Johsz • Ray Marquez • Cynthia Moran • Peter J. Rogers ENTERPRISE TERM LICENSE AGREEMENT THIS ENTERPRISE TERM LICENSE AGREEMENT ("ETLA") is entered as of the initial License Term Start Date ("Effective Date) designated below, by and between Adobe Systems Incorporated ("Adobe") and the Municipal Information Systems Association of California ("Customer"). Customer will be placing an order through the authorized Adobe reseller awarded a contract by Customer ("Reseller') for the purchase of licenses to the following Adobe Products and Services. Products and Services Details Adobe On -demand Services Except as otherwise specified in this Sales Order, these On -demand Services terminate on the Identified License Term End Date. Support Services are described at: https://helpx,adobe.com/support/programs/support-policies-terms-conditions.html Line SKU Product Description umber Billing Cycle Quantity Unit Of License License Term End Date Measure Term Start Date 01 65272761 Adobe Sign -Enterprise Advance Annually - In 33.00 Each USER Per Year Delivery Date Day before third anniversary of delivery date 01 Adobe Sign -Enterprise: The dates set forth in the pricing table represent the best estimates of the License Term Start Date and License Term End Date but such dates will be adjusted based on the actual delivery date of login credentials to access the Products and Services. Adobe On -premise Software Except for perpetual licenses, the License Term of the On -premise Software licenses and any applicable support commences on the later of delivery of the On - premise Software or the identified start date. The end date of the License Term of the On -premise Software and any applicable support is the later of the amount of months comprising the identified License Term or the identified end date. The dates below only represent best estimates of the start and end dates of the License Term, Support services for the On -premise Software are described at https://helpx.adobe.com/support/programs/support-policies-terms-conditions.html, Line SKU Number Product Description Billing Cycle Quantity Unit Of License Term Start License Term End Date Measure Date 02 65273089 Acrobat Pro DC T2 03 65257923 Creative Cloud ENT ALL MLP SW Subscription Only ALL 1S COMPLETE 100G 04 65257945 Illustrator ALL MLP SW Subscription Only ALL 1S CCE 05 65257947 InDesign ALL MLP SW Subscription Only ALL 1S CCE 06 65257938 Adobe Premiere Pro ALL MLP SW Subscription Only ALL 15 CCE 07 . 65257940 Photoshop ALL MLP SW Subscription Only ALL 15 CCE 08 65258098 Lightroom ALL MLP Term w Maint & Gold ALL IS ETLA 09 65257915 Dreamweaver ALL MLP SW Subscription Only ALL 1.5 CCE Advance 1 Annually- 1,026.00 in Advance J Annually - 74.00 In Advance Annually- 8.00 In Advance j Annually 14.00 In Advance J Annually- 5,00 In Advance 1 Annually - In Advance Annually - In Each Delivery Date COMPUTER Per Year Each USER Per Delivery Date Year Each USER Per Delivery Date Year Each USER Per Delivery Date Year Each USER Per Delivery Date Year 49.00 Each USER Per Delivery Date Year 2.00 Each Delivery Date COMPUTER Per Year Each USER Per Delivery Date Year Advance j Annually - 6.00 In 03 Creative Cloud ENT ALL MLP SW Subscription Only ALL 15 COMPLETE 100G: The Products and Services may include elements of On -premise Software and On -demand Services. 04 Illustrator ALL MLP SW Subscription Only ALL 1S CCE: The Products and Services may include elements of On -premise Software and On -demand Services. 05 InDesign ALL MLP SW Subscription Only ALL 1S CCE: The Products and Services may include elements of On -premise Software and On -demand Services. Day before third anniversary of delivery date Day before third anniversary of delivery date Day before third anniversary of delivery date Day before third anniversary of delivery date Day before third anniversary of delivery date Day before third anniversary of delivery date Day before third anniversary of delivery date Day before third anniversary of delivery date 06 07 09 Adobe Premiere Pro ALL MLP SW Subscription Only ALL 1S CCE: The Products and Services may include elements of On -premise Software and On - Photoshop ALL MLP SW Subscription Only ALL 1S CCE: The Products and Services may include elements of On -premise Software and On- Dreamweaver ALL MLP SW Subscription Only ALL 1S CCE: The Products and Services may include elements of On -premise Software and On - Terms and Conditions: demand Services. demand Services. demand Services. 1. All use of the Products and Services specified above will be governed by the terms of this ETLA, and the Adobe Enterprise Licensing Terms ("Licensing Terms") which consist of the General Terms and the applicable Product Specific Licensing Terms ("PSLTs") (2016v1) which can be found at www.adobe.com/leeal/terms/enterprise-Ilcensine.html (collectively, the "Agreement"). If there is any inconsistency between the parts of this Agreement, then the part listed earlier will prevail to the extent of the inconsistency: (i) this ETLA; (ii) the applicable PSLT(s); and (ill) the General Terms. Capitalized terms used in this ETLA have the meanings set out in applicable modules of the Licensing Terms, unless otherwise specified in this ETLA. 2. "Enterprise" is limited to the Cities and Counties of the State of California (each, a "Participating Agency"). Customer is permitted to allow each of the Participating Agencies to deploy the Adobe Products and Services subject to the provisions of the Licensing Terms and this Attachment A. Customer acknowledges the following participants as of receipt of this Attachment A: Name of Participating Agency City of Sunnyvale City of San Luis Obispo City of Pleasanton Address of Participating Agency 650 West Olive Avenue Sunnyvale, CA 94086 US 976 Osos Street Paul Porter San Luis Obispo, CA 93408 US Contact Name for Participating Agency Eddie Soliven 123 Main Street Aron Watanabe Pleasanton, CA 94566 US Throughout the License Term, upon 10 days' written request, Customer must provide any updates to the above -information to Adobe, via the Reseller. Customer's submission of true -up reports required by the terms of this Attachment A must itemize each Participating Agency's deployment of the Adobe Products and Services. The term of this Agreement is the period of time beginning on the initial License Term Start Date, and ending the day before the third anniversary of the initial License Term Start Date. Notwithstanding anything stated to the contrary, Customer may terminate the License Term at any time by providing Reseller with 30 days advance written notice, pursuant to applicable law that makes any obligation under this ETLA either (a) contingent upon the availability of appropriated funds from which payments can be made or (b) subject to termination for convenience, In the event Customer exercises its right to terminate this ETLA, Customer will not be entitled to a refund of any fees paid hereunder. 3. Adobe is not entering into a direct purchasing relationship with Customer for the Products and Services. Reseller is solely responsible for setting the terms of payment with Customer (including but not limited to when payments by Customer are due to Reseller). 4. Customer may deploy the specified quantity of Products and Services identified in the Products and Services Pricing Detail within the entirety of Customer's organization. If an individual ceases to be an employee or contractor of Customer during the term of a license or no longer needs to use a Product or Service, and Customer de -installs the Product or Service from the Computer of that employee or contractor, a different employee or contractor may then use a new unique identifier without being deemed an additional User, Customer must report any deployment of the Products and Services in excess of the quantities previously purchased using the form found at www.adobe.com/go/trueup. Such reports are due to Adobe 14 days prior to the first and second anniversary of the Effective Date and 30 days prior to the expiration of this Sales Order. Customer will be billed in arrears S0% of the true -up fee for each additional deployment identified in the report and must pay 100% of the true -up fee for each year (if any) remaining under this Sales Order, Customer remains responsible for the payment of all license fees set forth in the Products and Services Pricing Detail and true -up reports regardless of whether Customer subsequently un - installs or has deployed a lesser quantity of licenses of the Products and Services than purchased. True -up Fees for additional license purchases under this section will be established by the Reseller. 5. Adobe will provide support services for the Products and Services as described at https://helox.adobe.com/support/programs/support-policies-terms- conditions.html. 6. Customer acknowledges and agrees that it may not assign or otherwise transfer licenses to the Products and Services under this ETLA to any other government or other entity without Adobe's prior written approval. 7. By placing a purchase order with Reseller for the Products and Services, Customer will be deemed to have accepted the terms of this ETLA. Customer must also attach a copy of this ETLA to Its corresponding purchase order to Reseller. &1 Adobe GENERAL TERMS (2016v1) 1. DEFINITIONS 1.1 "Adobe" means one or both of the following: (A) If the Products and Services are licensed in the United States, Canada, Mexico, United States territories and possessions, and United States military bases wherever located: Adobe Systems Incorporated, located in San Jose, California. (B) If the Products and Services are licensed in all other countries: Adobe Systems Software Ireland Limited, located in Ireland. 1.2 "Adobe Partner" means an entity that is appointed by Adobe to process orders from end users, or a reseller of Products and Services to end users. 1.3 "Adobe Technology" means technology owned by Adobe or licensed to Adobe by a third party (including the Products and Services, Reports, software tools, algorithms, software (in source and object forms), user interface designs, architecture, toolkits, plug -ins, objects and Documentation, network designs, processes, know-how, methodologies, trade secrets, and any related intellectual property rights throughout the world), and suggestions made to Adobe that are incorporated into any of the foregoing (which will be deemed assigned to Adobe), as well as any of the derivatives, modifications, improvements, enhancements, or extensions of the above, whenever developed. 1.4 "Affiliate" means, for a Party, any other entity that controls, is controlled by, or under common control with, the Party. For the purposes of this definition, the term "control" means the direct or indirect power to direct the affairs of the other entity through at least 50% of the shares, voting rights, participation, or economic interest in this entity. 1.5 "Agreement" means these General Terms, the applicable Product Specific Licensing Terms, and the Sales Order. 1.6 "Claim" means a claim, action, or legal proceeding filed against a Party. 1.7 "Computer" means a virtual or physical device for storing or processing data, such as servers, desktop computers, laptops, mobile devices, Internet -connected devices, and hardware products. Where a device contains more than one virtual environment (including virtual machines and virtual processors), each virtual environment will be counted as a separate Computer. 1.8 "Confidential Information" means non-public or proprietary information about a disclosing Party's business related to technical, commercial, financial, employee, or planning information that is disclosed by the disclosing Party to the other Party in connection with this Agreement, and is (A) identified in writing as confidential at the time of disclosure, whether in printed, textual, graphic, or electronic form; or (8) disclosed in non -tangible form, identified as confidential at the time of disclosure, summarized in a writing labeled as "confidential", and delivered to the receiving Party within 15 days after disclosure; or (C) Customer Data. "Confidential Information" does not include information that: (1) has become public knowledge through no fault of the receiving Party; (2) was known to the receiving Party, free of any confidentiality obligations, before its disclosure by the disclosing Party; (3) becomes known to the receiving Party, free of any confidentiality obligations, from a source other than the disclosing Party; or (4) is independently developed by the receiving Party without use of Confidential Information. 1.9 "Customer" means the entity identified In the Sales Order as "Customer" or otherwise identified in the Sales Order as the end user customer. 1.10 "Customer Content" means any material, such as audio, video, text, or images, that is imported into the On - demand Services or Managed Services by or on behalf of Customer in connection with Customer's use of the Products and Services, including for collaboration, content delivery, digital publishing, targeted advertising, or indexing. 1.11 "Customer Data" means any information that is imported by or on behalf of Customer into the On -demand ADOBE GENERAL TERMS (2016v1) Page 1 of 12 Services or Managed Services from its internal data stores or other sources not supplied by Adobe, or is collected via the Distributed Code, in connection with Customer's use of the Products and Services. 1.12 "Customer Site" means any current or future website or application that Is owned and operated by Customer, or is hosted or operated by a third party or Adobe on Customer's behalf, and that contains a privacy policy or terms of use governing data collection practices that Customer controls. 1.13 "Distributed Code" means HTML tags, JavaScript code, object code, plugins, SDKs, APIs, or other code provided by Adobe for use of the On -demand Services or Managed Services. 1.14 "Documentation" means the technical usage and product descriptions of the Products and Services published by Adobe on https://helpx.adobe.com/product-descriptions.html, which may be updated from time to time. "Documentation" does not include any forum or content by any third party. 1.15 "Effective Date" means the effective date stated in the Sales Order. 1.16 "Enterprise Licensing Terms" means these General Terms and the applicable Product Specific Licensing Terms. 1,17 "Indemnified Technology" means On -demand Services, Managed Services or On -premise Software (as applicable), paid for by Customer. 1.18 "License Metric" means the per-unit metrics specified by Adobe concerning the licensed quantities in the Sales Order, to describe the scope of Customer's license to use the Products and Services. 1.19 "License Term" means the duration of the license for Products and Services, as stated in the Sales Order, or any shorter term arising from a termination of this Agreement. 1.20 "Managed Services" means the technology services hosted by or on behalf of Adobe and provided to Customer as a dedicated instance, as set out in the Sales Order. 1.21 "On -demand Services" means the technology services hosted by or on behalf of Adobe and provided to Customer as a shared instance, as set out in the Sales Order. 1.22 "On -premise Software" means the Adobe software that is deployed by or on behalf of Customer on hardware designated by Customer, as set out in the Sales Order. 1.23 "Party" means Adobe or Customer, as applicable. 1.24 "Personal Data" is given the meaning under the relevant applicable privacy or data protection laws relating to this term or any similar term (such as "personal information" or "personally identifiable information") used in the applicable laws, or where no such laws apply, means any information that by itself or when combined with other information (such as telephone number, e-mail address, precise real-time GPS location, and government -issued identification number) can be used by Adobe to identify a specific natural person. 1.25 "Products and Services" means the On -premise Software, On -demand Services, Managed Services, or Professional Services, as set out in the Sales Order. 1.26 "Product Specific Licensing Terms" or "PSLT" means the Product Specific Licensing Terms document that describes the additional licensing terms for specific Products and Services. 1.27 "Professional Services" means any consulting, training, implementation, or technical services provided by Adobe to Customer, as set out in the Sales Order. 1.28 "Report" means any graphical or numerical display of Customer Data that contains Adobe's proprietary design, look and feel, and is generated by the On -demand Services or Managed Services. 1.29 "Sales Order" means the sales order form, statement of work, or other written document for the Products and Services that is either (A) executed between Adobe and Customer; or (B) if no such documents are executed between Adobe and Customer and Customer is purchasing through an Adobe Partner, executed between Customer and the Adobe Partner. 1.30 "Sensitive Personal Data" is given the meaning under relevant privacy or data protection laws relating to this term or any similar term (such as "sensitive personal information") used in the applicable laws, or where no such laws apply, means an individual's financial information (including financial account information), sexual preferences, medical or health information, and personal information of children protected under any child protection laws (such as the personal information defined under the US Children's Online Privacy Protection Act), ADOBE GENERAL TERMS (2016v1) Page 2 of 12 1.31 "User" means an individual (either an employee or temporary worker of Customer) who may use or access the Products and Services. 2. PAYMENT OF FEES This section 2 applies only if Customer orders the Products and Services directly from Adobe. If Customer orders the Products and Services from an Adobe Partner, payment terms are agreed between Customer and the Adobe Partner. 2.1 Payment. Customer must pay the fees according to the payment terms in the Sales Order. All invoices will only be delivered electronically to Customer. Adobe may charge interest at a monthly rate equal to the lesser of 1% per month or the maximum rate permitted by applicable law on any overdue fees, from the due date until the date the overdue amount (plus applicable interest) is paid in full. Any fees that are unpaid as of the date of termination or expiration will be immediately due and payable. Customer agrees to provide clear indication with its checks (or other form of payment) as to which invoices (or portions thereof) the payment should be applied. Alternatively, these payment details can be emailed to sjar@adobe.com no later than the date of payment. If Customer is not a publicly -traded corporation, upon Adobe's request, Customer will provide the necessary financial documents to allow Adobe to ascertain the credit- worthiness of Customer. 2.2 Failure to Pay. If Customer fails to pay any amount due under this Agreement according to the payment terms in the Sales Order, Adobe will send Customer a reminder notice. If Customer fails to pay within 15 days of the date of the reminder notice, Adobe may, in its sole discretion, terminate the applicable Sales Order or suspend or restrict the provision of the Products and Services. 2.3 Disputes. If Customer believes in good faith that Adobe has incorrectly billed Customer, Customer must contact Adobe in writing within 30 days of the invoice date, specifying the error. Unless Customer has correctly notified Adobe of the dispute, Customer must reimburse Adobe's reasonable collection costs, Customer must pay the undisputed portions of Adobe's invoice as required by this Agreement. 2.4 Taxes. Prices do not include applicable taxes. Adobe will invoice Customer for any applicable taxes, and Customer must pay these taxes. Where applicable, Customer must provide a tax -exemption claim to Adobe before placing an order. If Customer is required to withhold income taxes from its payment to Adobe, Customer agrees to send Adobe an official tax receipt within 60 days of payment to Adobe. 3. DELIVERY On -premise Software is deemed to be delivered and accepted by Customer on the earlier of the date the On -premise Software is made available for electronic download or, if applicable, the date that Adobe ships the tangible media (e.g., CD or DVD) containing the On -premise Software FOB origin. On -demand Services or Managed Services are deemed to be delivered and accepted on the License Term start date. 4. LICENSE AND RESTRICTIONS 4.1 License Grant for On -demand Services and Managed Services. Provided Customer purchases the respective Products and Services, Adobe grants Customer, during the License Term, a non -transferable, non-exclusive license, to: (A) permit Users to access the Products and Services and where applicable, Reports, through the applicable interfaces; (B) install, implement, and use the Distributed Code on Customer Sites; and (C) develop and test Customer Customizations (as that term is defined in the PSLT for the applicable Managed Services) to evaluate potential configurations of the Managed Services, all solely in connection with Customer's use of the Products and Services in accordance with the Documentation for its direct beneficial business purposes. Unless otherwise specifically limited in the Sales Order, User login IDs and passwords will be provided to Customer in a quantity mutually agreed upon by Customer and Adobe. ADOBE GENERAL TERMS (2016v1) Page 3 of 12 Customer must not share its login IDs and passwords, and is responsible for unauthorized access to its login IDs and passwords. Customer must not allow the use of the same login ID simultaneously by two or more Users. 4.2 License Grant for On -premise Software. Provided Customer purchases the respective Products and Services, Adobe grants Customer, during the License Term, a non-exclusive and non -transferable license to: (A) install and use the Products and Services in accordance with the Documentation on Computers for its direct beneficial business purposes, for the platforms and quantities set out in the Sales Order; and (B) make a reasonable number of copies of the On -premise Software for archival purposes and install and use the copies only when the primary copy has failed or is destroyed. Customer may also install copies of the On - premise Software in a disaster recovery environment, on a cold backup basis, for use solely in disaster recovery, and not for production, development, evaluation, or testing. For purposes of the prior sentence, cold backup basis means that the backup copies are completely disconnected from any use environment and not receiving automatic data updates, and those backup copies require a manual activation process to pick up the use environment load during the failure of the primary copies. 4.3 License to Documentation. Customer may make and distribute copies of the Documentation for use by Users in connection with use of the Products and Services in accordance with this Agreement, but no more than the amount reasonably necessary. Any permitted copy of the Documentation must contain the same copyright and other proprietary notices that appear in the Documentation. 4.4 License Restrictions. Except as permitted under this Agreement, Customer must not: (A) use the Products and Services in (1) violation of any applicable law (including, where applicable, COPPA), or in connection with unlawful material (such as material that violates any obscenity, defamation, harassment, privacy, or intellectual property laws); or (2) a manner that would cause a material risk to the security or operations of Adobe or any of its customers, or to the continued normal operation of other Adobe customers; (B) copy, use, distribute, republish, download, display, transmit, sell, rent, lease, host, or sub -license the Products and Services; (C) offer, use, or permit the use of the Products and Services in a computer service business, third -party outsourcing service, on a membership or subscription basis, on a service bureau basis, on a time-sharing basis, as part of a hosted service, or on behalf of any third party; (D) attempt to interact with the operating system underlying the On -demand Services and Managed Services, or modify, create derivative works of, adapt, translate, reverse engineer, decompile, or otherwise attempt to discover the source code in, any Adobe Technology. This restriction will not apply to the extent it limits any non-waivable right Customer may enjoy under applicable law; (E) remove, obscure, or alter any proprietary notices associated with the Products and Services (including any notices in Reports); use any software components, modules, or other services that may be delivered with the Products and Services, but which are not licensed to Customer and identified in the Sales Order; or (G) unbundle any components of the On -premise Software for use on different Computers as the On -premise Software is designed and provided to Customer for use as a single product. Adobe reserves all other rights not expressly granted in this Agreement. 4.5 Third Party Providers. If Customer uses certain features of the Products and Services in conjunction with third party data, products, services, and platforms (e.g. social media platforms, media partners, wireless carriers, or device operating systems), then Customer is responsible for complying with the terms and conditions required by such third party providers, and all such use is at Customer's own risk. (F) 5. THIRD -PARTY ACCESS 5.1 Use by Affiliates. Customer may allow Its Affiliates to use and access the Products and Services, only if, and as specified in, a Sales Order. ADOBE GENERAL TERMS (2016v1) Page 4 of 12 5.2 Outsourcing and Third -Party Access. Customer may allow a third -party contractor to operate, use or access the Products and Services solely on Customer's behalf, but only if: (A) upon Adobe's request, Customer provides Adobe with the identity of the contractor and the purpose for the contractor's use or access to the Products and Services; and (B) the use or access by the contractor is only for Customer's direct beneficial business purposes. 5.3 Customer Responsibility. If Customer allows any person or entity to operate, use or access the Products and Services, including under sections 5.1 (Use by Affiliates) or 5.2 (Outsourcing and Third -Party Access), Customer is responsible for ensuring that such person or entity complies with the terms of this Agreement. 5.4 No Additional Rights. For clarity, the rights granted under this section 5 (Third -Party Access) do not modify the License Metric or increase the number of licenses granted under this Agreement. 6. CUSTOMER CONTENT AND DATA 6.1 Ownership. Customer owns (or where applicable, must ensure it has a valid license to) the Customer Data and Customer Content, subject to Adobe's underlying intellectual property in the Adobe Technology. 6.2 Permitted Use. Customer grants Adobe and its Affiliates a non-exclusive, worldwide, royalty -free license to use, copy, transmit, sub -license, index, store, and display Customer Data and Customer Content solely: (A) to the extent necessary to perform its obligations or enforce its rights under this Agreement; or (B) where required or authorised by law. 6.3 Anonymized and Aggregated Data. Unless otherwise stated in the PSLT, Customer grants Adobe and its Affiliates a non-exclusive, perpetual, worldwide, royalty -free license to use, copy, transmit, sub -license, index, model, aggregate (including with other customers' data), publish, display and distribute any anonymous information derived from Customer Data (such as, but not limited to, web browser, screen resolution, and mobile device -type information). 6.4 Responsibility. Customer retains complete control over the installation and configuration of Distributed Code, and each Customer Site and Customer Content. Customer is responsible for ensuring that all Customer Sites used with the On -demand Services or Managed Services, and all Customer Data and Customer Content comply with all applicable laws and regulations. Customer will take reasonable steps to identify and promptly remove any Customer Data or Customer Content that violates the requirements of section 4.4(A) ("Unlawful Content"), in accordance with applicable laws and regulations. If there is Unlawful Content, Adobe may suspend services or remove the Unlawful Content. 6.5 Consumer Generated Content. If content generated by consumers of Customer is uploaded to Adobe's On - demand Services and Managed Services, the following terms apply: (A) Adobe does not review all content uploaded to Adobe On -demand Services and Managed Services, but Adobe may use available technologies or processes to screen for certain types of illegal content (for example, child pornography) or other abusive content or behavior (for example, patterns of activity that indicate spam or phishing); and (B) Adobe may access or disclose information about Customer, its consumers, or Customer's use of the On - demand Services and Managed Services when it is required by law (such as when Adobe receives a valid subpoena or search warrant. 6.6 Data Retention. With respect to On -demand Services, Customer Data may be permanently deleted from Adobe's servers 25 months from the date of its collection or receipt, unless specified otherwise in the respective PSLT. 7. CONFIDENTIALITY 7.1 No Use or Disclosure. The receiving Party will only use Confidential Information for the purposes of or as permitted under this Agreement and will not reproduce, disseminate, or disclose Confidential Information to any person, except to its employees and authorized representatives (i.e., temporary employees, consultants, and contractors) who need to know the Confidential Information for the purposes of this Agreement and are bound by confidentiality obligations at least as restrictive as those in this section 7 (Confidentiality). ADOBE GENERAL TERMS (2016v1) Page 5 of 12 7.2 Protection of Information. The receiving Party will treat Confidential Information with at least the same degree of care as it treats Its own information of similar sensitivity, but never with less than reasonable care. Notwithstanding the foregoing, Adobe's sole obligations and liabilities under this Agreement with respect to Personal Data are set forth in section 8.2 (Security Measures) through section 8.5 (Remedies). 7.3 Permitted Disclosure. The receiving Party may disclose Confidential Information: (A) as approved in a writing signed by the disclosing Party; (B) as necessary to comply with any law or valid order of a court or other governmental body; or (C) as necessary to establish the rights of either Party, but in the case of (B) and (C), only if the receiving Party promptly notifies the disclosing Party of the details of the required disclosure and gives the disclosing Party all assistance reasonably required by the disclosing Party to enable the disclosing Party to take available steps to prevent the disclosure or to ensure that disclosure occurs subject to an appropriate obligation of confidence. 7.4 Responsibility for Representatives and Affiliates. For the purpose of this section 7 (Confidentiality) and the definition of "Confidential Information", a reference to a Party means a Party and its Affiliates. The receiving Party is responsible for ensuring that its representatives and Affiliates fully comply with the obligations of the receiving Party under this section. 8. PRIVACY AND SECURITY MEASURES 8.1 Compliance with Privacy Laws. Adobe will comply with applicable privacy and data protection laws regarding the, processing and storage of Personal Data in connection with its role as described in the Agreement. 8,2 Security Measures. Adobe has implemented reasonable information security practices regarding the protection of Customer Data, including administrative, technical and physical security processes. 8.3 Security Claims. Adobe will, at its expense, defend or settle any third -party Claim against Customer caused by Adobe's failure to comply with section 8.2 (Security Measures) to the extent such failure results in the unauthorized acquisition by a third -party of Personal Data ("Security Claim"). In addition, Adobe will pay: (A) any Adobe - negotiated settlement amounts (to the extent Adobe is permitted to settle); and (B) any damages finally awarded by a court, to the extent directly attributable to Adobe's non-compliance. 8.4 Conditions (A) Adobe will have no liability for any Security Claim to the extent such claim arises from: (1) any act or omission of Customer that impedes or prevents Adobe's ability to comply (Security Measures); (2) any Customer Customization (as defined in the applicable PSLT), or any vulnerability Content or Customer Data; or with section 8.2 in the Customer (3) Customer's breach of section 4.5 (Third Party Providers). (B) Adobe's obligations under section 8.3 (Security Claims) are conditioned upon Customer (to the extent permitted by applicable law): promptly notifying Adobe of any Claim in writing; cooperating with Adobe in the defense of the Claim; granting Adobe sole control of the defense or settlement of the Claim; and refraining from making any admissions about the Claim. 8.5 Remedies. The remedies in section 8.3 (Security Claims) are Customer's sole and exclusive remedies and Adobe's sole liability and obligation regarding Adobe's failure to comply with section 8.2 (Security Measures). 8.6 Privacy Policy. In connection with Customer's use of the On -demand Services and Managed Services, Customer will conspicuously display a privacy policy or other notice, from the primary consumer Interface, that: (A) discloses Customer's privacy practices; (8) identifies the collection (via Distributed Code, where applicable) and use of information gathered in connection with the Products and Services, as applicable; and ADOBE GENERAL TERMS (2016v1) Page 6 of 12 (C) offers individuals an opportunity to opt out of (or opt -in if applicable law requires) the collection or use of data gathered in connection with the On -demand Services or Managed Services. Adobe reserves the right to recommend to Customer that it modify Its privacy disclosures to address updates or changes to applicable law, industry self-regulation, or best practices, and Customer agrees to undertake a good faith effort to address such recommendation(s). 8.7 Sensitive Personal Data. Customer agrees not to collect, process, or store any Sensitive Personal Data using the On -demand Services or Managed Services. Customer agrees not to transmit, disclose, or make available Sensitive Personal Data to Adobe or Adobe's third -party providers. 8.8 Professional Services. For Professional Services, Customer will not provide access to Personal Data unless specifically agreed to in writing. 9. THIRD PARTY INTELLECTUAL PROPERTY CLAIMS 9.1 Adobe's Obligations. Adobe will defend, at its expense, any third -party Claim against Customer during the License Term to the extent the Claim alleges that (A) the Indemnified Technology directly infringes the third party's patent, copyright, or trademark; or that (B) Adobe has misappropriated the third party's trade secret ("Infringement Claim"). Adobe will pay any damages finally awarded by a court of competent jurisdiction (or settlement amounts agreed to in writing by Adobe). 9.2 Adobe's Response. In the defense or settlement of any Infringement Claim, Adobe may, at its sole option and expense: (A) procure for Customer a license to continue using the Products and Services under the terms of this Agreement; (B) replace or modify the allegedly infringing Products and Services to avoid the infringement; or (C) terminate Customer's license and access to the Products and Services (or its infringing part) and refund: (1) in the case of Products and Services licensed for a limited term, any prepaid unused fees as of the date of termination; or (2) in the case of On -premise Software licensed for a perpetual term, an amount equal to the pro -rata value of the On -premise Software, calculated by depreciating the fee paid by Customer for the On -premise Software on a straight-line basis using a useful life of 36 months from the date of initial delivery of the On -premise Software, but only if Customer purges and destroys all copies of the On -premise Software (and any related materials) and Distributed Code from all computer systems on which it was stored. 9.3 Conditions. Adobe will have no liability for any Infringement Claim: (A) that arises from any: (1) use of the Products and Services in violation of this Agreement; (2) modification of the Products and Services by anyone other than Adobe; (3) failure by Customer to install the latest updated version of the Products and Services as requested by Adobe to avoid infringement; or (4) third -party products, services, hardware, software, or other materials, or combination of these with the Products and Services, if the Products and Services would not be infringing without this combination; or (B) if Customer fails to: (1) notify Adobe in writing of the Infringement Claim promptly upon the earlier of learning of or receiving a notice of it, to the extent that Adobe is prejudiced by this failure; (2) provide Adobe with reasonable assistance requested by Adobe for the defense or settlement (as applicable) of the Infringement Claim; (3) provide Adobe with the exclusive right to control and the authority to settle the Infringement Claim; or (4) refrain from making admissions about the Infringement Claim without Adobe's prior written consent. ADOBE GENERAL TERMS (2016v1) Page 7 of 12 9.4 Sole and Exclusive Remedy. The remedies in this section 9 (Third Party Intellectual Property Claims) are Customer's sole and exclusive remedies and Adobe's sole liability regarding the subject matter giving rise to any Infringement Claim. 10. OTHER CLAIMS 10.1 Customer's Obligations. Customer will, at Its expense, defend or settle any third -party Claim against Adobe to the extent it arises from: (A) Customer's failure to comply with Customer's data privacy policy, the applicable data protection laws, guidelines, regulations, codes and rules, and its obligations relating to Personal Data contained in this Agreement; (B) any Customer Customization (as defined in the applicable PSLT), Customer Content or Customer Data (excluding claims arising from Adobe's failure to comply with section 8.2 (Security Measures)); or (C) Customer's breach of section 4.5 (Third Party Providers). Customer will pay any damages finally awarded by a court of competent jurisdiction (or settlement amounts agreed to in writing by Customer). The Limitation of Liability provision in the General Terms does not apply to Customer's liability or obligations under this section. 10.2 Conditions. Customer's obligations under this section 10 (Other Claims) are conditioned upon Adobe (to the extent permitted by applicable law): (1) promptly notifying the Customer of any Claim in writing; (2) cooperating with the Customer in the defense of the Claim; (3) granting the Customer sole control of the defense or settlement of the Claim; and (4) refraining from making any admissions about the Claim. 10.3 Sole and Exclusive Remedy. The remedies in section 10.1 are Adobe's sole and exclusive remedies and Customer's sole liability regarding the subject matter giving rise to any such Claim. 11. LIMITATION OF LIABILITY 11.1 Neither Party will be liable to the other Party for any special, indirect, moral, consequential, incidental, punitive, or exemplary damages; loss of profits; loss of reputation, use, or revenue; loss or corruption of data; or interruption of business. 11.2 The maximum aggregate liability of each Party for each and all Claims (individually and together) under or relating to this Agreement or its subject matter is limited to an amount equal to the aggregate of the fees payable by Customer under this Agreement during the 12 months before the initial Claim. 11.3 Sections 11.1 and 11.2 (Limitation of Liability): (A) apply regardless of the form or source of Claim or loss, whether the Claim or loss was foreseeable, and whether a Party has been advised of the possibility of the Claim or loss; and (B) do not apply in any breach of Section 7 (Confidentiality), Customer's use of Adobe Technology beyond the scope of any license granted under this Agreement, or Customer's failure to pay any amounts owing to Adobe under this Agreement. 12. WARRANTIES 12.1 Limited Warranty and Remedy for On -demand Services and Managed Services. Adobe warrants that the On - demand Services and Managed Services, as delivered to Customer, will substantially conform to the applicable Documentation during the License Term, to the extent that the On -demand Services and Managed Services constitute Indemnified Technology. Customer must notify Adobe of a claim under this warranty within 30 days of the date on which the condition giving rise to the claim first appeared. To the extent permitted by law, Customer's sole and exclusive remedy and Adobe's sole liability under or in connection with this warranty will be a replacement of the Distributed Code (as applicable), or if replacement is not commercially reasonable, a termination of the applicable On -demand Service or Managed Service and a refund of any pre -paid unused fees for the applicable On -demand Service or Managed Service. ADOBE GENERAL TERMS (2016v1) Page 8 of 12 1.2.2 Limited Warranty and Remedies for On -premise Software. Adobe warrants that the On -premise Software will substantially conform to the applicable Documentation for 90 days following the delivery of the On -premise Software, to the extent that the On -premise Software constitutes Indemnified Technology. Customer must make these warranty claims to Adobe within this 90 -day period. To the extent permitted by law, Customer's sole and exclusive remedy and Adobe's sole liability under or in connection with this warranty will be, at Adobe's option, a replacement of the On -premise Software, or refund of the fees Customer paid for the On -premise Software. 12.3 Implied Warranties. To the maximum extent permitted by law and except for the express warranties in this Agreement, Adobe provides the Products and Services on an "as -is" basis. Adobe, its Affiliates, and third -party providers disclaim and make no other representation or warranty of any kind, express, implied or statutory, including representations, guarantees or warranties of merchantability, fitness for a particular purpose, title, non -infringement, or accuracy. Customer acknowledges that (A) neither Adobe, its Affiliates nor its third party providers controls Customer equipment or the transfer of data over communications facilities (including the Internet); (B) the Products and Services may be subject to limitations, interruptions, delays, cancellations, and other problems inherent in the use of the communications facilities (including search engines and social media channels); and (C) it is fully responsible to install appropriate security updates and patches. Adobe, its Affiliates, and its third party providers are not responsible for any interruptions, delays, cancellations, delivery failures, data loss, content corruption, packet loss, or other damage resulting from these problems. 13. LICENSE COMPLIANCE 13.1 Adobe may, at its expense and no more than once every 12 months, appoint its own personnel or an independent third party (or both) to verify that Customer's use, installation, or deployment of the Products and Services (or other Adobe Technology used in conjunction with the Products and Services) comply with the terms of this Agreement. 13.2 For On -premise Software and any Distributed Code, the verification will require Customer to provide within 30 days of request (A) raw data from a software asset management tool of all On -premise Software and Distributed Code installed or deployed by or at the direction of Customer, including installation or deployment on servers owned by Customer or provided by third parties; (B) all valid purchase documentation for all On -premise Software and Distributed Code; and (C) any information reasonably requested by Adobe. 13.3 Any verification may include an onsite audit conducted at Customer's relevant places of business upon 7 days' prior notice, during regular business hours, and will not unreasonably interfere with Customer's business activities. 13.4 If the verification shows that Customer, its Affiliates or third -party contractors of Customer or its Affiliates are deploying, installing or using the Products and Services (or other Adobe Technology used in conjunction with the Products and Services): (A) beyond the quantity that was legitimately licensed; or (B) in any way not permitted under this Agreement, so that additional fees apply, Customer must pay the additional license fees and any applicable related maintenance and support fees within 30 days of invoice date. If use, deployment, or installation exceeds 5% of that which is permitted under this Agreement, Customer must pay Adobe's reasonable costs of conducting the verification, in addition to paying the additional fees. 14. SPECIFIC PROVISIONS FOR PROFESSIONAL SERVICES 14.1 License to Deliverables. (A) Without limiting or modifying any license granted to Customer for the On -premise Software, On -demand Services or Managed Services, Adobe grants Customer a non-exclusive, non-sublicensable and non- transferable license to use the materials developed and provided to Customer by Adobe in performing the Professional Services ("Deliverables") solely for Customer's direct beneficial business purposes. (B) Adobe retains all rights, title and interest (including intellectual property rights) in and to the Deliverables. To the extent that Customer participates In the creation or modification of any Adobe Technology or Deliverables, Customer waives and assigns to Adobe all rights, title and interest (including intellectual property rights) in the Adobe Technology or Deliverables. Adobe is free to use the residuals of Confidential Information for any purpose, where "residuals" means that Confidential Information disclosed in non -tangible form that may be retained in the memories of representatives of Adobe. ADOBE GENERAL TERMS (2016v1) Page 9 of 12 14,2 Employment Taxes and Obligations. Adobe is responsible for all taxes and any employment obligations arising from its employment of personnel and contractors to perform the Professional Services, 14.3 Warranty. Adobe warrants the Professional Services will be performed in a professional and workmanlike manner. Customer must notify Adobe in writing of any breach of this warranty within 30 days of delivery of such Professional Service. To the extent permitted by law, Customer's sole and exclusive remedy for breach of this warranty and Adobe's sole liability under or in connection with this warranty will be re -performance of the relevant Professional Service. 14.4 Use of Subcontractors. Customer agrees that Adobe may use subcontractors In the performance of the Professional Services. Where Adobe subcontracts any of its obligations concerning the Professional Services, Adobe will not be relieved of its obligations to Customer under this Agreement. 15. TERM AND TERMINATION 15.1 Term. This Agreement applies to each of the Products and Services from the Effective Date until the expiration of the applicable License Term or the term for Professional Services, unless terminated earlier under this Agreement. 15.2 Termination for Cause (A) Material Breach by Either Party. If either Party commits a material breach of this Agreement, the non - breaching Party may give written notice describing the nature and basis of the breach to the breaching Party. If the breach is not cured within 30 days of the notice date, the non -breaching Party may immediately terminate this Agreement, in whole or in part. (B) Breach of Confidentiality Provisions. If a Party is in breach of any confidentiality provisions of this Agreement, the non -breaching Party may terminate this Agreement, in whole or in part, immediately by giving the breaching Party written notice of the breach. (C) Other Breaches. Adobe may terminate this Agreement, in whole or in part, immediately upon written notice to Customer, if required by law;; or Customer breaches section 4.4 (D) of these General Terms. 15.3 Effect of Termination or Expiration. (A) Upon termination or expiration of this Agreement or any License Term for the Products and Services: (1) the license and associated rights for the Products and Services will immediately terminate; (2) Customer must, at its expense: (a) remove and delete all copies of the On -premise Software and Distributed Code; and (b) remove all references and links to the On -demand Services or Managed Services from the Customer Sites. Some or all of the Products and Services may cease to operate without prior notice upon expiration or termination of the License Term; and Customer Data and Customer Content stored within the On -demand Services will be available to Customer for 30 days after the termination or expiration in the same format then available within the reporting interface(s). (B) Customer will be liable for any fees for any On -demand Services and Managed Services that are still in use or which remain active after termination or expiration of this Agreement. These fees will be invoiced to Customer at the rate set out in the Sales Order. (3) (C) If Adobe reasonably determines that Customer's deployment of the On -demand Services or Managed Services contains or creates a material risk to Adobe Technology, Adobe's Confidential Information, the security or business operations of Adobe, any customer of Adobe, or to the continued normal operation of other Adobe customers, then Adobe may, at any time, upon written notice to Customer, immediately suspend or terminate Customer's access, in whole or in part, to the On -demand Services or Managed Services, until such risk is resolved. Adobe will use commercially reasonable efforts to mitigate any such security or operational risk prior to suspension or termination and only will look to such efforts as a final option to avoid such risks. 15.4 Survival. The termination or expiration of this Agreement will not affect any provisions of this Agreement which by their nature survive termination or expiration, including the provisions that deal with the following subject matters: definitions, payment obligations, confidentiality, term and termination, effect of termination, intellectual ADOBE GENERAL TERMS (2016v1) Page 10 of 12 property, license compliance, limitation of liability, privacy, content monitoring, and the "General Provisions" section in these General Terms. 16. GENERAL PROVISIONS 16.1 Assignment. (A) Customer may assign this Agreement in its entirety to a surviving person or entity under a merger or acquisition of Customer, upon written notice to Adobe, if the assignment does not expand the scope of the license granted in the Products and Services. (B) Adobe may assign this Agreement (or a part of it) to its Affiliates or a surviving person under a merger or acquisition of Adobe or the assets of the business to which this Agreement relates, upon written notice to Customer. (C) Except as provided in this section 16.1 (Assignment), Customer may not assign, voluntarily, by operation of law or otherwise, any rights or obligations under this Agreement without the prior, written consent of Adobe. (D) Any (attempted) assignment in derogation of this section will be null and void. 16.2 Governing Law, Venue. This Agreement is governed by and construed under the laws of the state of California, without regard to any conflict of law rules or principles, and excluding the application of the United Nations Convention on Contracts for the International Sale of Goods, The Parties irrevocably submit to the exclusive jurisdiction of the courts of competent jurisdiction in the County of Santa Clara, state of California, provided however, Adobe will have the right to pursue claims against Customer in any other jurisdiction worldwide to enforce its rights under this Agreement or to enforce its intellectual property rights. 16.3 Force Majeure. Neither Party is liable for failure to perform its obligations under this Agreement (except for any payment obligations) to the extent that performance is delayed, prevented, restricted or interfered with as a result of any causes beyond its reasonable control, including acts of God, terrorism, labor action, fire, flood, earthquake, failure of third -party providers, denial of service attacks and other malicious conduct, utility failures, power outages, or governmental acts, orders, or restrictions, 16.4 Injunctive Relief. Actual or threatened breach of certain sections of this Agreement (such as, without limitation, provisions on intellectual property (including ownership), license, privacy, data protection and confidentiality) may cause immediate, irreparable harm that is difficult to calculate and cannot be remedied by the payment of damages alone. Either Party will be entitled to seek preliminary and permanent injunctive relief and other equitable relief for any such breach. 16,5 Notices. Any notice given under this Agreement must be In writing by email to the following addresses (or addresses notified in writing by either Party): to Adobe: ContractNotificationsPadobe.com: and to Customer: at Customer's email address stated on the Sales Order, or if Customer's Sales Order is with an Adobe Partner, at Customer's registered address. 16.6 No Agency. Nothing in this Agreement is intended to constitute a fiduciary relationship, agency, joint venture, partnership, or trust between the Parties. No Party has authority to bind the other Party. 16.7 Customer's Purchase Order. Any terms or conditions in Customer's purchase order or any other related documentation submitted by or on behalf of Customer to Adobe (or any other party, such as an Adobe Partner) do not form part of this Agreement and are void, unless otherwise expressly agreed in writing and signed by both Customer and Adobe, 16.8 Waiver, Modification. Neither Party's waiver of the breach of any provision constitutes a waiver of that provision in any other instance. This Agreement may not be modified nor any rights under it waived, in whole or in part, except in writing signed by the Parties. 16.9 Order of Precedence. The Sales Order will prevail over the applicable Product Specific Licensing Terms, which will prevail over the General Terms (to the extent of any inconsistency). 16.10 Entire Agreement. This Agreement contains the entire understanding of the Parties relating to the subject matter and supersedes all earlier agreements, understandings, proposals, discussions, negotiations, representations and warranties, both written and oral, regarding the subject matter. ADOBE GENERAL TERMS (2016v1) Page 11 of 12 16.11 Counterpart. This Agreement (or a component) may be executed in one or more counterparts, each of which constitutes an original and all of which taken together constitutes the same agreement. Each Party may sign this Agreement using an electronic or handwritten signature, which are of equal effect, whether on original or electronic copies. 16.12 Severability. If any term of this Agreement is held invalid or unenforceable for any reason, the remainder of the term and this Agreement will continue in full force and effect. 16.13 Trade Rules. Customer acknowledges that the Products and Services may be subject to the trade control laws and regulations of the United States and other national governments, and Customer will comply with them. 16.14 Adobe Partner Transactions. If Customer orders Products and Services from an Adobe Partner under a Sales Order with the Adobe Partner ("Customer Order"): (A) the terms of this Agreement apply to Customer's use of the Products and Services; (B) the Enterprise Licensing Terms (or any part of it) prevail over any inconsistent provisions in the Customer Order; and (C) the Adobe Partner is solely responsible for any variations or inconsistencies between the Customer Order and the order between the Adobe Partner and Adobe for the transaction. If Customer does not accept the terms of this Agreement, then Customer must not use, or must immediately cease using, the relevant Products and Services. 16.15 U.S. Government Licensing, For US Government end users: Customer acknowledges that Products and Services are "Commercial Item(s)," as that term is defined at 48 C.F.R. section 2.101, consisting of "Commercial Computer Software" and "Commercial Computer Software Documentation," as the terms are used in 48 C.F.R. section 12.212 or 48 C.F.R. section 227.7202, as applicable. Customer agrees, consistent with 48 C.F.R. section 12.212 or 48 C.F.R. sections 227.7202-1 through 227,7202-4, as applicable, the Commercial Computer Software and Commercial Computer Software Documentation are being licensed to U.S. Government end users (A) only as Commercial Items; and (8) with only those rights as are granted to all other end users pursuant to the terms and conditions herein. Unpublished rights are reserved under the copyright laws of the United States. ADOBE GENERAL TERMS (2016v1) Page 12 of 12 Support Services Terms and Conditions The following provisions detail Adobe's provision of support services to an eligible entity ("Customer") for the applicable On -premise Software, On -demand Services, and Managed Services, (collectively, the "Products"). These support services (or portions thereof) ("Support Services") may have been previously referred to as Gold, Platinum, or Enterprise Support Services. More information regarding eligibility and applicability of these Support Services may be obtained by contacting Adobe Customer Care. Live Telephone and Online Technical Support Adobe will provide live technical support services to up to ten (10) individuals designated by Customer on a 24x7x365 basis. Local language support, if offered, is available from 9:00 am through 5:00 pm Monday through Friday local time, excluding national holidays and Adobe designated holidays. Outside these hours, support is available in English language only. Upon enrollment, Adobe will provide Customer with appropriate telephone numbers to be used for support, and the support sites to be accessed for unlimited online support, depending on the geographical location of Customer and Adobe Products licensed. Remote Access Customer may request support services via remote computer access. If so requested, Customer agrees to allow Adobe permission to remotely access any and all Customer systems on which the Adobe Products depend, via an external computer controlled by Adobe, for the sole purpose of providing support services to Customer. Expert Services Appointments If available for a Product, Customer's designated technical support contacts may schedule expert services appointments consisting of up to 30 minutes of telephone advice regarding product workflows and best practices. Customer may contact Adobe Customer Care to inquire if such appointments are available for a specific Product. Initiation and Processing of Service Request To initiate a request for support services from Adobe, Customer's designated individual must identify the failure of the applicable Product to perform in accordance with the applicable published product documentation ("Service Request"). After receipt of a Service Request, Adobe will (a) define the priority of the Service Request, and (b) undertake reasonable efforts to acknowledge receipt of such Service Request within the identified timeframe ("Targeted Response Time") via the same medium of communication by which the Service Request was reported. The priority of each Service Request will addressed as follows: Priority Description Level 1 - Problem results in extremely serious interruptions to a Critical production system Tasks that should be executed immediately cannot be executed due to complete crash of a production system or interruptions in mainfunctions of a production system Problem results in compromised data integrity which could result in financial losses Level 2 - Urgent Problem has affected or could affect entire user community Problem results in serious interruptions to normal operations and could negatively impact an enterprise- wide installation or urgent deadlines in a production system Data processing continues but in a restricted manner and data integrity may be at risk which may cause serious interruptions to critical processes Problem hinders the deployment of an enterprise installation of a pre -production system Level 3 - Problem causes interruptions in normal operations or Important minor degradation in performance Problem is attributed to malfunctioning or incorrect behavior of the Product Level 4 - Problem results in minimal or no interruptions to normal Minor operations but no business impact Problem typically consists of installation and configuration inquiries Processing of Service Request Targeted Response Time 30 minutes (Service Request must be initiated • telephonically) 1 hour 4 hours 1 business day Adobe will use reasonable efforts to acknowledge receipt of the Service Request within the Targeted Response Time. Adobe will use commercially reasonable efforts to diagnose the problem and provide a remedy that could take the form of eliminating the defect, providing updates, or demonstrating how to avoid the effects of the defect using a commercially reasonable level of effort. Despite Adobe's exercise of reasonable efforts, not all problems may be solvable. The processing time will start from the date and time when Adobe's Customer Care team acknowledges receipt of the Service Request. If the Service Request cannot be solved within a commercially reasonable timeframe, the Service Request may be escalated within the Adobe Customer Care organization. Customer's designated technical contact must be available to work with Adobe Customer Care while Adobe is in the process of resolving the Service Request. Right to Modify Targeted Response Times Adobe reserves the right to alter the Targeted Response Times, from time to time, using reasonable discretion but in no event may such alterations result in: (a) diminished support from the level of support described herein; (b) materially diminished obligations for Adobe; or (c) materially diminished rights of Customer. Adobe will provide Customer with 60 days prior written notice of any material changes to the Targeted Response Times identified herein. Issuance of Updates In its sole discretion, Adobe may provide Customer with an update to a Product which may consist of code corrections, bug fixes, and minor modifications or enhancements to the Product in order to bring the Product into substantial conformity with the applicable published product documentation. Updates will only be provided to Customer for the current version of the Product. All updates are provided to Customer on a license - exchange basis. Adobe's issuance of an update to a Product is intended as a replacement of the copy of the Product previously licensed to Customer and are not provided as additional copies. Maintenance: Issuance of Upgrades The following provision applies to: purchases of On -premise term licenses, On -demand Services, and Managed Services and purchases of On -premise perpetual licenses, only if Customer is enrolled in a maintenance and support program. As used herein, "Upgrades" means an upgrade to a Product consisting of a new version release of the Product, or a generally available modification or enhancement to the performance or functionality of the Product that exists in the then -current release of such Product. In its sole discretion, Adobe may provide Customer with an Upgrade to a Product. All Upgrades are provided to Customer on a license -exchange basis. Adobe's issuance of such Upgrade to a Product is intended as a replacement of the copies of the Product previously licensed to Customer and are not provided as additional copies. Copies of the Products that are replaced must be destroyed. Customer's use of any Upgrade provided by Adobe is to be governed by the updated license use and restriction terms in the applicable end-user license agreement, if any. Right to Discontinue or Modify Support Adobe has the right to alter, or discontinue the manufacture and development of any of the Products and the support available for those Products, at any time in its sole discretion, provided that Adobe agrees not to discontinue the support for a Product during Customer's then -current, paid for, support term, subject to the termination provisions in the applicable end-user license agreement between Customer and Adobe, or these terms and conditions. In no event will such alterations made to support during Customer's then -current support term result in: (a) diminished support from the level of support set forth herein; (b) materially diminished obligations for Adobe; or (c) materially diminished rights of Customer. Adobe will provide Customer with sixty (60) days prior written notice of any material changes to the support services contemplated herein. Additional terms applicable to perpetual On -premise Software licenses Renewal Fees If Adobe makes renewals for support available to its customers generally, Adobe will provide Customer with a renewal notice in advance of expiration of the then - current term for support services, so that Customer can order an additional one year term for support. If Customer desires to renew, Adobe will invoice Customer for the renewal term. If Customer allows its support services on its perpetual license to the On -premise Software to lapse, Customer may be subject to additional fees, to cover the lapsed period, prior to the reinstatement of support services. If Customer elects to renew support services for an additional term following the purchase of the On -premise license, the renewal annual support fee is determined as follows: (a) for the first renewal term, the initial annual fee may be increased by three percent (3%); (b) for the second through the fourth renewal terms, the annual support fee for the immediately preceding renewal term may be increased by three percent (3%); and (c) for the fifth and subsequent renewal terms, the annual support fee will be the lesser of twenty percent (20%) of the then -current list price for the On -premise Software or the annual support fee for the immediately preceding renewal term increased by the applicable Consumer Price Index (CPI), for the twelve-month period preceding the renewal date, however, in no event shall the amount be less than the annual support fee charged for the prior year for the On -premise Software covered by the applicable renewal. Decommissioning If Customer has purchased multiple perpetual licenses of an On -premise Software and Customer chooses to renew support services, Customer must purchase support services on all of the perpetual licenses of the On -premise Software unless otherwise agreed by Adobe and which would be subject to Adobe's policies on documenting decommissioned On -premise Software licenses.