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D. Custon>er sNII diagnose, remove a ar:od documentation. Prior to PRIME's provision of Customer Assisted Service, Customer sNII ~) remove from any files or storage units any confidential or proprietary Customer information resident on the Product and Iii) make back-up copies of any program. data or information resident on the Product. Customer shall return to PRIME all defective CRU's, for which PRIME provided a replacement CRU, with the Return Authorization Number designated by PRIME. in accordance with PRIME's instructions, in the pre. paid packaging materials provided. All such retums must be received by PRIME within ten PO) days of receipt by Customer of the replacement CRU. Customer shall pay for all CRU's (and associated shipping costs) not received by PRIME within such ten (10) day period. I~ addition to the Service Limitations specified in Section I, Customer Assisted Service does not include on. site Preventive or Remedial Maintenance, Should such service be requested by Customer, it shall be provided and charged to Customer under PRIME's then current time and material policies and rates. ' ace defective CRU's, and install replacement CRU's CCO's, in accordance with PRIME's instructions B. c, 5. SECTION VIII-MAlL-IN SERVICE 1. Mail-In Service is available only for Equipment designated by PRIME as being eligible for the Mail-In Service OHering, II Customer selects Mail-In Service for any Equipment at a particular site, all Equipment of the same type localed at that same site, now or in the future, must be placed under Mail.ln Service. 3. PRIME will provide Mail.ln Service as defined in this Seclion on Ihe Equipment idenlified by Service Code "MIS"on the Product Schedule. Mail.ln Service includes: A. Documentation providing instruClions for Preventive Maintenance and diagnosis of hardware problems: B. Shipment of replacement units alter PRIME has received the defective unit, PRIME will pay shipping expenseS and bear the risk of loss for replacement units to Customer's address provided Customer complies with PRIME's shipping instructions. Exchange units become the property of PRIME; and Notification to Customer of FCOs and shipment of applicable replacement units to be installed by Customer. CustOmer shall return to PRIME the exchanged units in accordance with PRIME's instructions. PRIME's provision of Mail-In Service is contingent upon Customer's fulfillment of the following obligations: A. Prior to requesting Mail-In Service, Customer shall perform appropriale test, verification and diagnostic analyses on the Products. B. Customer shall pack all components of the defective unit for shipment in the original or equivalent packaging, Customer will pay shipping expenses and bear the risk of loss for the defective unit to the PRIME address. If PRIME determines that the unit returned to it is not defective, Customer shall pay PRIME all costs of handling and transportation, During the term of coverage Customer shall immediately install in the Products any and all FCO's and the prevailing current revisions of the diagnostic software and utilities supplied with the Products. C, 2. c. ~. In addition to the Service Limitations specified in Section I, Mail-In Service does not include: A. On-site Preventive or Remedial Maintenance. Should such service be requested by Customer, it shall be provided and charged to Customer under PRIME's then current time and material policies and rates; Telephone Consultation. B. SECTION IX-PREFERRED SOFTWARE SERVICE -Service Hours": Unless otherwise specified on the ProduCI Schedule, Service Hours for Preferred Sohware Service as referred to in this Section IX will be provided for Operating System Sohware from 7:00 a.m. to 7:00 p.m, local time, Monday through Friday excluding PRIME (2<: hour) holidays where the System within which the Operating System Software resides is under Premium Plus, Premium or ¡¡ Preferred Service Agree. ment. For all other Software ProductS, Service Hours will be 8:00 a.m. to 5:00 p.m. local time, Monday through Friday excluóing PRIME (24 hour) holidays. 2. PRIME will provide Preferred Sohware Service as defined in this Section during the Service Hours on the Software identified by the Service Code -PSS- on the Product Schedule. Preferred Software Service includes: A. Installation of Software by PRIME. including PRIME supplieó updates and revisions, either al Customer's site or in conjunction with Customer personnel via telephonic media, at PRIME's sole discretion: Telephone support in which PRIME provides general information, problem determination, isolation, and verification: On-site support by PRIME if in PRIME's sole discretion the assistance contained in Paragraph 2.B of this Section IX above cannot be provided over the telephone; D. A copy of and license to futUre Software revisions and updates provided by PRIME if any; and E. A copy of documentation changes as provided by PRIME which may accompany future Software revisions and updates, if any. 3. Preferred Sohware Service will be provided for the current and immediate prior release of the Software. PRIME reserves the right to restrict the availability of Preferred Software Service for the immediate prior release of the Sohware to no more than six (6) months aher the current release is generally made available by PRIME. Customer agrees that PRIME will have the right to charge for any services resulting from Customer's modification or improper installation of any Software or Customer's failure to utilize current Software releases provided by PRIME. 4. Preferred Software Service does not include such services as assurance of bug fixes, assistance in System design, consultation services, writing of drivers. patches, fixes or debugging source code. Non.standard services may be available from PRIME subject to availability and under PRIME's then current time and materials policies and rates. B. C. 1. 5. The terms and conditions of the PRIME license for the original copy of the Software shall apply to Software updates, revisions a'nd documentation. SECTION X-BASIC SOnwARE SERVICE ,- -Service Hours": Unless otherwise specified on the Product Schedule, Service Hours for Basic Software Service as referred to in this Section X will be provided for Operating System Software from 8:00 a,m. to 5:00 p.m. local time, Monday through Friday excluding PRIME (24 hour) holidays where the System within which the Operating System Software resides is a under Basic Aoreement. For all other Software Products Service Hours will be 8:00 a.m. to 5:00 p.m. local time, Monday through Friday excluding PRIME (24 hour) holidays. ' 9 1['