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which shall be PRIME's sole liability and Cu~ Jr's exclusive remedy for any occasion that PRIME '~ to causes within its reasonable control. fails to respond to Customer's request for service within a guaranteed response time as specified if ;tion IV,4 above. Any credits which may be aue to Customer pursuant to this Section shall be calculated separately for each month. In no event shall the total of all credits granted during a given month exceed the total Monthly Maintenance Charges for the EQuipment on a Product Schedule. Excess credits shall not be accrued from month to month nor applied to offset any prior Monthly Maintenance Charges or other sums as may be due PRIME. SECTION V-BASIC SERVICE 1, "Service Hours": Unless otherwise specified on the Product Schedule, Service Hours for Basic Service as referred to in this Section V will be between the hours of 8:00 a.m. and 5:00 p.m. local time, Monday through Friday, excluding PRIME (24 hour) holidays, 2, PRIME will provide Basic Service as defined in this Section during Service Hours on the Equipment identified by the Service Code "BHS"on the Product Schedule. Basic Service includes: A, Telephone access to a PRIME Service Center for problem reporting; B. Scheduled Preventive Maintenance based on the specific needs of the Equipment as determined by PRIME; C. Remedial Maintenance performed at Customer's site following telephone notification by Customer to a PRIME Service Center of an Equip. ment failure; Providing replacement parts, tools, test equipment and maintenance materials necessary for the performance of Maintenance Service hereunder. Replacement parts may be new or refurbished, Parts removed on an exchange basis become the property of PRIME; and Installation of FCO's required to maintain Equipment at current revision levels as determined by PRIME. D, E. Provided Customer properly notifies PRIME of a request for service as specified in Section V.2.C above, response to a Customer's request for service shall be provided as "Next Day Response", "Next Day Response" means arrival of a PRIME customer service representative at Customer's site during PRIME's normal business hours on the next business day (or later, on a best reasonable efforts basis if Customer is more than 100 miles from the nearest Prime Service Center) following receipt of Customer's request for service, excluding PRIME (24 hour) holidays. 3. 1. "Service Hours": Unless otherwise specified on the Product Schedule, Service Hours for Deferred Service as referred to in this Section VI will be between the hours of 8:00 a.m. and 5:00 p.m. local time, Monday through Friday, excluding PRIME (24 hour) holidays. Deferred Service is available only for Equipment designated by PRIME as being eligible for the Deferred Service Offering, SECTION VI-DEFERRED SERVICE 2. 3. PRIME will provide Deferred Service as defined in this Section during Service Hours on the Equipment identified by the Service Code "DEF" on the Product Schedule. Deferred Service includes: C. D. Telephone access to a PRIME Service Center for problem reporting; Remedial Maintenance performed at Customer's Central Site (as defined hereunder) following telephone notification by Customer to a PRIME Service Center of an Equipment failure and that the Equipment has arrived at the Central Site; Response to Customer's Central Site within five (5) working days following proper receipt of notification as required; Providing replacement parts, tools, test equipment and maintenance materials necessary for the performance of Maintenance Service hereunder. Replacement parts may be new or refurbished. Parts removed on an exchange basis become the property of PRIME; and Installation of FCO's required to maintain Equipment at current revision levels as determined by PRIME. A, B. E. PRIME's provision of Deferred Service is contingent upon Customer's fulfillment of the following obligations: A. Customer shall designate one Customer installation location as a "Central Site" for all service related activity on the Equipment and shall be responsible for bringing defective units to such Central Site. PRIME shall service Equipment only at such designated Central Site. Customer agrees not to relocate, or permit to be relocated, the Customer Central Site covered by this Agreement without PRIME's prior written consent. Customer agrees to perform certain duties and services as may be reasonably directed by PRIME in response to telephone problem reports such as system restarts, recording of error information and running of operational readiness tasks. B. 4. C. SECTION VII-CUSTOMER ASSISTED SERVICE 1. "Service Hours": Unless otherwise specified on the Product Schedule, Service Hours for Customer Assisted Service as referred to in this Section VII will be between the hours of 8:00 a.m. and 5:00 p.m., local time, Monday through Friday, excluding PRIME (24 hour) holidays. 2. Customer Assisted Service is available only for Equipment designated by PRIME as being eligible for the Customer Assisted Service Offering. If Customer selects Customer Assisted Service for any eligible Equipment at a particular site, all PRIME Equipment of the same type located at that site, now or in the future, must be placed under Customer Assisted Service. 3. PRIME will provide Customer Assisted Service as defined in this Section during Service Hours on the Equipment identified by Service Code "CAH"on the Product Schedule. Customer Assisted Service includes: A. E. C. Telephone consultation to assist Customer to perform Customer's responsibilities hereunder; Documentation providing instructions for Preventive Maintenance and diagnosis of Equipment problems; Providing replacement Customer Replaceable Units ("CRU") to Customer for each defective CRU which Customer ships to PRIME. Replace- ment CRU's may be new or refurbished. PRIME will pay shipping expenses and bear the risk of loss for CRU's shipped to Customer's ad. dress. Replaced CRU's become the property of PRIME; and Notification to Customer of FCO's and shipment of applicable replacement CRU's to be installed by Customer. 4. PRIME's provision of Customer Assisted Service is contingent upon Customer's fulfillment of the following obligations: A. Prior to requesting Customer Assisted Service, Customer shall perform appropriate test, verification and diagnostic analysis on the Products. Customer shall inform PRIME of the results of these actions when initiating the support request. 8 D.