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whIch ~1'\311 be PRIME's ~ole lIablllty.nd c..ustomer $ e"çIU$IVe rc"..""y 'v' ~"I ----- - bits to respond to Customer's reQvest for ~ervice within I pu.rlnt~ response time IS specified in Section IV.4 .bove. Any creditS wmçll "'" be d...e to Cvstomer pursuant to this St shall be ulculated separ.tely for each month. In r vent shall the total of .11 credits granted during I given nlonth exceed the total Monthl, ,tenance Charges for the Equipment on I Product jule. Excess credits shall not be accrued from month to month nor applied to offset any prior Monthly Maintenance Charges or ot~r SLIms u may be dve PRIME. SECTION V-BASIC SERVICE 1. --Service Hours": Unless otherwise specified on the Prodvct Schedule, Service Hours for Basic Service as referred to in this Section V will be between the hovrs of 8:00 a.m. and 5:00 p.m. local time, Monday through Friday, e"cluding PRIME (24 hovr) 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 CIS determined by PRIME; C. Remedial Maintenance performed at Customer's site following telephone notifoution 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, 3, Provided Customer properly notifies PRIME of a request lor service as speciried 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. E. SECTION VI-DEFERRED SERVICE 1. "Service Hours": Unless otherwise specified on the Product Schedule, Service Hours (or Delerred 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. 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 inc\ude$: 2. c. 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 01 an Equipment failure and that the Equipment has arrived at the Central Site; Response to Customer's Central Site within five 15) working days following proper receipt of notification as required: Provióing 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 leveis as determined by PRIM=:. A. s. c. 4. PRIM::'s provision of Deíerred Service is contingent upon Customer's fulfillment of the following obligations: A. Customer snali designate one Customer installation location as a "Central Site- for all service related activity on the Equipment and shall be responsibie 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 consenL Customer agrees to perlorm certain duties and services as may be reasonably directed by PRIME in response to telephone problem reportS such as system restarts, recoróing of error information and running of operational readiness tasks. ê. -. C. SECTION VII-CUSTOMER ASSISTED SERVICE 1. -Service Hours": Unless othefV>lise 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 $ite. now or in the future, must be placed under Customer Assisted Service. . PRIME will provide Customer Assisted Service as defined in this SeCtion during Service Hours on the Equipment identified by Service Code -CAH"on the Product Schedule. Customer Assisted Service includes: - A. Telephone consultation to assist Customer to perlorm Customer's responsibilities hereunder. B. Documentation providing instructions for Preventive Maintenance and diagnosis of Equipment problems; , C. Providing replacement Customer Replaceable Units rCRUì to Customer for each defective CRU which Customer ships to PRIME. Replace- ment CRU's may be new or refurbished. PRIME will pay shipping expenses and bear the risk of loss for CRU's shipped to Customer's ad- dres$. Replaced CRU's become the property of PRIME: and Notification to Customer of FCO's and shipment of applicable replacement CRU's to be installéd by Customer. D. 3. 04. 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. S .- lr