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D. Credit claims must be submitted in writing by the Customer within 60 days of the occurrence. 7. In addition to the Maintenance Service provided by Computervision hereunder, Premium Service entitles Customer to the followin~i: A. A 10% discount on the recurring monthly charges (other than any usage fees) for disaster program services. B. No premium charged for eligible third party products. The entitlements specified in this Section 7 shall be granted to Customer in accordance with Computervision's then current policies as specified in the Customer Service Entitlement Guide or other applicable documentation. No accruals are permitted for entitle- ments from year to year. SECTION IV--PREFERRED SERVICE 1. "Service Hours": Unless otherwise specified on the Product Schedule, Service Hours for Preferred Service as referred to in this Section IV will be between the hours of 7:00 a.m. and 7:00 p.m. local time, Monday through Friday, excluding Computervision (24 hour) holidays. 2. Computervision will provide Preferred Service as defined in this Section during the Service Hours on the Equipment identified by Service Code "PRF" on the Product Schedule. Preferred Service includes: A. Telephone access to a Computervision Service Center for problem reporting; B. Scheduled Preventive Maintenance based on the specific needs of the Equipment as determined by Computervision; C. Remedial Maintenance performed at Customer's site following prompt telephone notification by Customer to a Computervision Service Center of an Equipment failure. Continuous Remedial Maintenance extending beyond Service Hours shall be provided by Computervision at no additional charge to Customer in those critical cases where there is a failure of the "Core System" which in Computervision's judgment prevents or impairs the operation of the Equipment and Computervision's customer service representative has arrived on site prior to the end of the Service Hours. If Computervision determines that parts or resources required for the repair are not available at the Customer site, such Continuous Remedial Maintenance will cease and will be resumed during Service Hours when the parts or resources are available. D. 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 Computervision; and E. installation of FCOs as required to maintain Equipment at current revision levels as determined by Computervision. 3. In addition to the Maintenance Service provided by Computervision hereunder, Preferred Service entitles Customer to select two (2) of the following options per System (to be identified by Customer): A. No charge for labor for one time and materials call per calendar quarter (Remedial Service only-- 4 hours maximum-- mate- rials are chargeable); B.No premium charged for eligible third party products; or C.One on-site (as deemed necessary by Computervision) installation of Software revision and update per calendar year. D.First three (3) months free for Disaster Program (monthly fees only) upon execution of a Disaster Program Contract. 4. Provided Customer properly notifies Computervision of a request for service as specified in Section IV.2.C above, response to a Customer's request for service is guaranteed to be within two hours for a Customer site specified on the Product Schedule within 25 miles of a Metropolitan Service Center, and within four hours for a Customer site within 100 miles of a Metropolitan Service Center. The guaranteed response will be fulfilled by an on-site visit or by performance of remote diagnostics, whichever is required at Computervision's discretion. No response time guarantee applies (i) to Equipment located remote from the central site, (ii) to any software running on the System, or (iii) any request for service which is received outside Computervision's normal business hours, 7:00 a.m. to 5:00 p.m. local time, Monday through Friday. 5. Computervision will grant Customer a credit equal to five percent (5%) of the Monthly Maintenance Charges for the Equipment on the Product Schedule which shall be Computervision's sole liability and Customer's exclusive remedy for any occasion that Computervision, due to causes within its reasonable control, fails to respond to Customer's request for service within a guaranteed response time as specified in Section IV.4 above. Any credits which may be due to Customer pursuant to this Section shall be calcu- lated 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 ap- plied to offset any prior Monthly Maintenance Charges or other sums as may be due Computervision. 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, exc[uding Computervision (24 hour) holi- days. 2. Computervision 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 Computervision Service Center for problem reporting; B. Scheduled Preventive Maintenance based on the specific needs of the Equipment as determined by Computervision; C. Remedial Maintenance performed at Customer's site following telephone notification by Customer to a Computervision Service Center of an Equipment failure; 100.1-8