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<br />D.
<br />
<br />C:ustomer shall diagnose, remove and replace defective CRU's. and install replacement CRU's and FCO's. in accordance Wltn t"I'\IIVI" " ..,~" ~---
<br />a'nd documentation.
<br />. Prior to PRIME's provision of Customer Assisttld Service, Customer shall (i) remove from any files or s\ e units any confidential or proprietary
<br />CostO"'" ¡oto"""~o ",ideo' 00 'ho p,""o" ,od ,HI m'" b""oP cop'" of ooy prog..m. do<' 0' iofo"",lioo ",idoof 00 tho Pood",'
<br />
<br />C",om" "-,, "M" '° PRIME ,II d,f,"'" CRU',. fol whioh PRIME Plo,'d,d' "pl,oem,"' CRU. with Ih, R""" A,<hOI""'"" N,m,,"1
<br />d~ign"ed by PRIME, in ,œo""noo wi'" PRIME', in",",lion', '" th, ",.p,id p""ging m""i,l, p<ovid,d, All ",h "'"'"' m"" b, ",,¡YOd
<br />by PRIME wi'hio ,eo (101 d'V' of ""ip' by C""~"' of 'h' ,.pl,o.m." CRU C"",m.. ,h," P'Y fo< ,II CRU" t"d ,~OC¡,,"" 'hippio'
<br />costs) not received by PRIME within such ten (10) day period.
<br />'° ,dd"'oo '° <h, S'N'" Lim""'OO' "","',d '0 5,"'°0 " Co"om" A"""'" S'N'" do", °" 'o,'od, OO-"" p"yoo,'", 00 R,m,d,,' M"o"o","
<br />Shoo'd ,~h "Ni" b' "Do"t'" by Co"om", it ,h,1I be pco,id'" ood oh"." to C"'tom" on'" PR,M'" thon ,"""" tim' ,nd m""i" polio'"
<br />and rates.
<br />
<br />, B.
<br />
<br />c.
<br />
<br />5.
<br />
<br />SECTION VIII-MAll-IN SERVICE
<br />
<br />,. Mail-" SaNka i' "a;labi, ooiy fo' Equiom,,' d,,;g,,"d by PRIME" b,log ,Ii,ib" fo' ,h, Mail-Io S,Ni" Off,,;og. " Cuatom" ~I,'" Mail-Io
<br />S,N'" 10> '"v Eq"'pm"l " , ",rt'w'" "~to, ,II Eq"'pm"l 01 Ih, "m' IV!>, '00"" ,I Ih" "m, "~to, oow 01 '0 Ih' '"'"", m"" b' p"'"
<br />under Mail-In Service.
<br />
<br />2. PRIME will pmv'd' M,H-In S,Ni" " d,"nod in <hi. S,,"on on th, Equipmonl idonlifi,d by S'N'" Cod, "MIS"on <h, p"du" Soh,dul,. M,iI.ln
<br />Service includes:
<br />A. Documentation providing instructions for Preventive Maintenance and diagnosis of hardware problems;
<br />
<br />B. Shlpm,"' of "p',com,nt "ni" ,h" PRIME h" ""I.,d Ih' d,f,,".' "nit PRIME will "y ,hipping "",n'" ,nd b'" Ih' ,i,' 01 10"
<br />1m ,0pl",omO"' ""'" 10 C""om,,', "dd'o" p,,"idod C",tomO' "",pli.. wifh PRIME', ,h'pp'"' ,"",""'O",- E"h""'O ""'" b"omO ",
<br />property of PRIME; and
<br />
<br />No""""Oo to C""om" of FCO, "d ,hlpmoot of ,ppli"'" copl",m,ot "olt< to '" 'o,ta",d by "",,om". C""om" "~,II cot"m to PRIME
<br />the exchanged units in accordance with PRIME's instructions.
<br />
<br />PRIME's provision of Mail-In Service is contingent upon Customer's fulfillment of the following obligations:
<br />
<br />A. Prior to requesting Mail-In Service, Customer shall perform appropriate test. verification and diagnostic analyses on the Products.
<br />
<br />B. C.,"m" ,h.1I pock .11 o=poo,"" of "'" dof"t;ve .0" fo' ,hi pm,"' ;0 tho o,;g;ool 0' ",;.."" P"",;og. c."om.. will P'V ,hlpp;09
<br />..p,o'" ,od b'" '" ",' ,f I", fm ", d,f""., "°" " ",' PRIME ,dd..,,- If PRIME d"'='O" "" ", "°" "Mo,d " " " 0" d,f,"'."
<br />Customer shall pay PRIME all costs of handling and transportation. .
<br />
<br />D"", th, """ 01 "",'g' C",tOm" "", 'mm,d""ly ,"'"" " th, P"d"'" '"V "d ,II FCO', "d th, p"v,il'" WIT'" "V,"'" 01
<br />the diagnostic software and utilities supplied with the Products.
<br />
<br />C.
<br />
<br />3.
<br />
<br />C.
<br />
<br />4.
<br />
<br />In addition to the Service Limitations specified in Section i. Mail-In Service does not include:
<br />A. On-site Preventive or Remedial Maintenance. Should such service be requested by Customer, it shall be provided and charged to Customer
<br />under PRIME's then current time and material policies and rates;
<br />Telephone Consultation.
<br />
<br />B.
<br />
<br />SECTION IX-PREFERRED SOFTWARE SERVICE
<br />
<br />,. "SeN;" Hou"", Uol~' "ho~i" ,."m", 00 <he P",Ou" Sohodulo- SON;" Hou" to, p"t.."d So",,," SON;" ""to",d to ;0 ,hi, 5,,';00
<br />IX will b, pwvid,d 1o, Op.."io, SV",m Sohw'" "om ,,00 '.m. " ,,00 p.m. 100,1 "m'. Mood,V "wo,h F,id" ,,"odio, PRIME 124 ho"'1
<br />holld", wh'" th' Sy",m wl<hlo whloh '"' 00",,109 SY'"m So"w,,' ",Id" I, ""d" o"ml,m PI",. p"ml,m m , p"t""d S,NI" .,"'.
<br />moo'. Fa' ,11 0,"" Sohw'" Pmd,"'- S,Ni" Ho," will b' .,00 '.m. " ,,00 p.m. loc,1 ,im,- Mood,y ,"m'9h "'d,y "ol,di09 PRIME 124 ho'"
<br />holidays.
<br />
<br />2. PRLME wilL pwvide p,"'wed Sof<w",e SeNi" " defioed io <h" Seo"'" d,"o, <he SeNi" Ho," '" <he Sof<w",e ideo""ed by <he SeNi" Code
<br />"PSS" on the Product Schedule. Preferred Software Service includes: .
<br />
<br />A. installation of Software by PRIME, including PRIME supplied updates and revisions, either at Customer's site or in conjunction with Customer
<br />personnel via telephonic media, at PRIME's sole discretion;
<br />
<br />Telephone support in which PRIME provides general information. problem determination. isolation, and verification;
<br />
<br />On-site support by PRIME if in PRIME's sale discretion the assistance contained in Paragraph 2.8 of this Section IX above cannot be provided
<br />over the telephone.
<br />
<br />A copy of and license to future Software revisions and updates provided by PRIME if any; and
<br />
<br />A copy of documentation changes as provided by PRIME which may accompany future Software revisions and updates, if any.
<br />
<br />B.
<br />C.
<br />
<br />D.
<br />E.
<br />
<br />3,
<br />
<br />p"f,",d SofM'" S"~I,, w;!l b, p'o~ld,d 10< ", "",n' ,nd Imm,dl", p,lo< "I"" 01 ", Soow"'. PRIME ""'~" ", .19M fO ","," ",
<br />availability of Preferred Software Service for the immediate prior release of the Software to no more than six (6) months 'after the current release
<br />¡, 9'0,"1~ m,d' ,v,",b" by PRIME. C"~om" '9"" "" PRIME will ",v, ,h, ,~h' m ,h"", fo, ,oy "'~;'" ","1"09 I,om C"~om'" modif""'~"
<br />or improper installation of any Software or Customer's failure to utilize current Software releases provided by PRIME.
<br />
<br />4. p"¡..,,d Sof<w", S'N'" do" 0O' ,ool"d' ,",If "N"" " ",""0" of b", Ii.." ",¡",o" '0 Sy",m d,,¡go- 000,"""'°0 "N¡"'- w".,o,
<br />of ","",. ,,"ho<, Ii'" 0< "boggio, '°"'" 00" Noo,""O"" "M'o< m'Y '" ,",I"bl, horn PRIME "bi'" '° ,",II,bW" ,0' 00'" PRIME'
<br />then current time and materials policies and rates.
<br />
<br />5. The ..,m, "d oood"'o", o"he PRIM E """,, fonh, oci91'" oop, o"h, 50,,",'" "", ,pp"" 50hw'" "pd"". """00' "d docomoo""OO
<br />
<br />SECTION X-BASIC SOFTWARE SERVICE
<br />
<br />1. "S""i,, H,""'" Uo"" o,",~i" ""ifi,d 00 ,he 'wdo" Soh,do"- S'NI" HOo" ", B"io Softw", S,Ni" " """,d '° io <hi, 5""00 X
<br />will b, p,o"id" fo' Op","o, SV",m Sohw",' fmm 8.00 '.m. " 5.00 p.m. 10,,1 "m,. Mood'V ,",0'9h ',id" "",di09 PRIME 124 ho",' holld",
<br />wh"e 'he Sy"em wi<",o whi,h <he 00","09 Sy"em Sohw"e ,e,ide, i, , "od" B"i' A9"emeo' Fo' ell o<h" Sohw"e Pm'""', S"vi"
<br />Hours will be 8:00 a.m. to 5:00 p.m. local time, Monday through Friday excluding PRIME (24 hour) holidays.
<br />
<br />9
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