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<br />D.
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<br />Providing of replacement parts, tOOI~ '.st eQuipment ilnd IT\ðintenance milterials necessary for the performance of Milintenllnce Service
<br />hereuf"ldel. Parts removed on an e ;¡e basis become the property of PRIME; ilnd
<br />Installation of FCO's as reQuired to maintain EQuipment at current revision levels as dete'" j by PRIME.
<br />
<br />E.
<br />
<br />p,o.~.d Cu"=" poo,,", ~,;¡;" PRIME 01 , "0"'" IOf ..""'0 " ",,;1;0' ;" s.,Üon 1I.2.C ,bo". "'00'" '° , Cu"o~'" "0"'" '°' UN;"
<br />. ...,,""°0' " "" w""" ,wo hoo~ '0' , Cu"~" "'0 ,pocifod ~ .'" p"",",' S,"',... wi"'" 2S m'" of , Mo,,0001"" So""" Ce""'. ",d wl,h.
<br />four hourS for a Customer site within' 00 miles of a Metropolitan Service Center, The guaranteed response time will be fulfilled by an on-site visit Of
<br />bV p,"o,~OO" of ,,~o" d'ogoo,,"', which,"" " "Qul"d " PRIME', dl"""'" No ",poo" ,,~, gu"'o,,' .p~l" fO Ø¡ 'Qu;p~,of 'oo",d
<br />"mf>t' ,<om "" "nf'" ,i", '" ,n, Sohw'" "nnin, on <h' Sy""" °' '" ,oy "O"" 10' "N"O whioh i. ""iyo' °""" PR'ME', no""" ."ino"
<br />""'" ",0 ,.~ '0 ,,00 p.m. ,=, ,'m.. Mond" ,"<pugh Frid". ."h,,",h ,to< ,.,"g' ",po"" ,im. do,in, ,ny "'.nd" ~n," ,ho" .. w"",n' hoo"
<br />01 . "','" 10< "~;,, """9 ,h< ho'" 01 7 ;00 ,.m. '"' 7;00 '.m. ,,," ,'m< '0< C",om" .i", wi"i" 100 mi". 01 , MOHO'O""" S,~i" C'""'.
<br />
<br />PRIME w;11 ."" C,"om.. 0 ",di' ,,", " fi~' p""o\ 15%1 01'" Moo,hI, Mo'o"o'O" Ch"." '0' ", E,,'pm'" wh<h ,holl ., PRLME',
<br />'°1, Ii,b;!;" '0' eu..om,,', ",I.,i., ..m"y '°' ,oy ""..;co "," PRIMe '0< " """ wi"io i" "",o,bl. ,on1'O' t,i" '° ",poo' '° <.,>om"',
<br />","," 10' "~i,, wi,h', . g.".n".' ""°'" ,im. .. op"ifi., in ""'on 113 .bM. Any""'" whioh m'y b. d.o 10 C."om" p.".'"
<br />'0 ,hi, .,,';0' ,ho" b' """",d """"" 10' "" mo"h. " " "'" "", '" ,0'" 01 0" ","" ,,",..d dv.ing 0 gi.,n mon" "",d '"
<br />,0,,1 Mo",hlV Mo'o,oo,o" Ch"9" '01 ,ho ""pmoo, 00 0 P"""" Soho',". ",'" "0"1< ,boll 001 bo O"NO' '",m moo,h.. m~,h 00< >pp"o'
<br />to oHsel any prior Monthly Maintenance Charges or other sums as may be due PRIME.
<br />
<br />PRIME g""'""'" "', "p,im' '°' <h, "CO" sy",m- w"hi" 100 m"" 01. M",opoli"" S,Ni" C,m". Th' "p'im, p"iod will b, m",""d
<br />0" 0 " doy 1""0' ",,"d" "on..' by " "OU, <y"" Tho ",dl, p.."""" '"" w;u .pply will b, ,", d;tf..,"" b",w"" ,", ,,'uo' up,;m, IH
<br />lesS than 98%1 and '°0% and will be applied against one months "Core System" charges. The credited dollar amount cannot exceed the Monthly
<br />Maintenance Charges for the System on the Product Schedule and will be applied to the invoice for the month following the Quanerly measure.
<br />ment cycle.
<br />
<br />For the purposes of uptime guarantee credit. the following provisions shall apply:
<br />A. Downtime is thai period of time when a "Core System" is inoperable, due to EQuipment failure which causes the System to be unusable
<br />and in need of Remedial Maintenance, during the Service Hours for the Service Oftering selected.
<br />Downtime calculo\ions will be applied on a per. System basis, for EQuipment related failures only. Downtime due to installation of new EQuipment.
<br />deinstallotion, relocation, reinstallation and testing of existing EQuipment. the failure of non-PRIME supplied eQuipment. Acts of God, or
<br />Customer's negligence or willful inlent, does nOt qualify for downtime credit calculations.
<br />Downtime for each incident shall begin when Customer contacts PRIME's Service Center and shall be measured until the "Core System"
<br />is returned to proper operating condition, provided access to the System and necessary information is made available to PRIME.
<br />Credit claims must be submitted in writing by the Cu.stomer within 60 doYS of the occurrence,
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<br />B.
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<br />3.
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<br />4.
<br />
<br />5.
<br />
<br />6.
<br />
<br />c.
<br />
<br />D,
<br />
<br />In addition to the Maintenance Service provided by PRIME hereunder, Premium Plus Service entitles Customer to the following:
<br />;... One System relocotion per calendar year (a System relocation consistS of the deinstallation and reinstallation of the System during Service
<br />Hours.-it does not include packing, unpacking, freight or travel time and expense beyond 100 miles of a Metropolitan Service Center);
<br />No charge for a Power Distribution Audit (travel time and expense remains chargeable beyond '°0 miles of a Metropolitan Service Center)
<br />curing the initial inzta!lation of a newly purchased System or System Upgrade:
<br />:::.. A 20% discount on the recurring monthly charges lother than any usage lees) for" disaster program services.
<br />D. No premium charged for eligible third pany products; and
<br />- On-site las deemed necessary by PRIME) installation of Sol1ware revisions and updates outside Software Service Hours.
<br />The entitlements spe:;ified in this Section 7 shall be granted to CustOmer in accordance with PRIME's then current policies as specified in the
<br />Customer Service Entitlement Guide or other applicable documentation. No a~ruals are permitted for entitlementS hom year to year.
<br />
<br />E.
<br />
<br />ì.
<br />
<br />3.
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<br />~Service Hours": Unless otherwise specified on the Product Schedule, Service Hours for Premium Service as referred to in this Section 111 will
<br />be tWenty four (24) hours by fIve (5) days coverage, Midnight Sunday through Midnight Friday local time, excluding PRIME {24 hour) holidays.
<br />
<br />PRIME will provide Premium Service as defined in this Section during the Service Hours on the EQuipment identified by Service Code "PHS" on
<br />the ProduCt Schedule. Premium Service includes:
<br />
<br />A. Telephone access to PRIME's Service Center for problem reponing:
<br />
<br />B. Scheduled Preventive Maintenance based on the specific needs of the EQuipment as determined by PRIME:
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<br />C. Remedial Maintenance períormed at Customer's she following prompt telephone notification by Customer to PRIME's Service Center of
<br />EQuipment tailur~ Continuous Remedial Maintenance extending beyond Service Hours shall be provided by PRIME at no additional charge
<br />to Customer in those critical cases where there is a failure of the "Core System" which in PRIME's judgment prevents or impairs the operation
<br />of the EQuipment and PRIME's customer service representative has arrived on she prior to the end of the Service Hours. If PRIME deter-
<br />mines that pans or resources reQuired for the repair are not available at the Customer site, such Continuous Remedial Maintenance will
<br />cease and will be resumed during Service Hours when these pans or resourceS are available;
<br />
<br />Providing of replacement pans, tools, test eQuipment and maintenance materials necessary for the perlormance of Maintenance Service
<br />hereunder. Parts removed on an exc~ange basis become the property of PRIME: and
<br />
<br />Eo Installation of FCO's 8S reQuired to maintain EQuipment at current revision levels as determined by PRIME..
<br />
<br />Provided Customer properly notifies PRIME of a reQuest for service as specified in Section 1I1.2.C above, response to a Customer's reQuest for
<br />service is guaranteed to be within tWO hours tor a Customer site specified on the Product Schedule within 25 miles of a Metropolitan Service
<br />Center, and within four hours for a Customer site within '°0 miles of 2 Metropolitan Service Center. The guaranteed response will be fulfilled
<br />by an on-site visit or by perlormance of remote diagnostiCS. whichever is reQuired at PRIME's discretion. No response time guarantee applies
<br />to ~) EQuipment located remote from the central she, (ii) any Software running on the System, or (iii) any request for service which is received
<br />cxJtside PRIME's normal business hours, 7:00 a.m. to 5:00 p.m- local time, Monday through Friday, although the average response time during
<br />any calendar month shall be within 4 hours of a request tor service during the hours of 7:00 p.m. ëlrtd 7:00 2.m. local time for Customer sites
<br />within '°0 miles of a Metropolitan Service Center.
<br />
<br />D.
<br />
<br />SECTION III-PREMIUM SERVICE
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<br />'-
<br />
<br />2.
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<br />6
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<br />.- lí
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