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D. Providing replacement parts, too s, t'e'st equipment and maintenance materials necessarT~ror 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 required to maintain Equipment at current revision levels as determined by Computervision. 3. Provided Customer properly notifies Computervision of a request for service as specified 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 Computervision customer service representative at Customer's site during Computervision'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 Computervision Service Center) follow- ing receipt of Customer's request for service, excluding Computervision (24 hour) holidays. SECTION VI--DEFERRED SERVICE 1. "Service Hours": Unless otherwise specified on the Product Schedule, Service Hours for Deferred 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 Computervision (24 hour) holidays. 2. Deferred Service is available only for Equipment designated by Computervision as being eligible for the Deferred Service Offering. 3. Computervision 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 includes: A. Telephone access to a Computervision Service Center for problem reporting; B. Remedial Maintenance performed at Customer's Central Site (as defined hereunder) following telephone notification by Customer to a Computervision Service Center of an Equipment failure and that the Equipment has arrived at the Central Site; C. Response to Customer's Central Site within five (5) working days following proper receipt of notification as required; 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 required to maintain Equipment at current revision levels as determined by Computervision. 4. Computervision's provision of Deferred Service is contingent upon Customer's fulfillment of the following obligations: A. Customer shall designate one Customer installation location as a "Central Site" for all service re~ated activity on the Equipment and shall be responsible for bringing defective units to such Central Site. Computervision shall service Equipment only at such designated Central Site. B. Customer agrees not to relocate, or permit to be relocated, the Customer Central Site covered by this Agreement without Computervision's prior written consent. C. Customer agrees to perform certain duties and services as may be reasonably directed by Computervision in response to telephone problem reports such as system restarts, recording of error information and running of operational readiness tasks. SECTION VlI~USTOMER ASSISTED SERVICE 1. "Service Hours": Unless otherwise 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 Computervision (24 hour) holidays. 2. Customer Assisted Service is available only for Equipment designated by Computervision as being eligible for the Customer Assisted Service Offering. If Customer selects Customer Assisted Service for any eligible Equipment at a particular site, all Computervision Equipment of the same type located at that site, now or in the future, must be placed under Customer Assisted Service. 3. Computervision 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 perform Customer's responsibilities hereunder; B. Documentation providing instructions for Preventive Maintenance and diagnosis of Equipment problems; C. Providing replacement Customer Replaceable Units ("CRU") to Customer for each defective CRU which Customer ships to Computervision. Replacement CRUs may be new or refurbished. Computervision will pay shipping expenses and bear the risk of loss for CRUs shipped to Customer's address. Replaced CRUs become the property of Computervision; and D.Notification to Customer of FCOs and shipment of applicable replacement CRUs to be installed by Customer. 4. Computervision'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 Computervision of the results of these actions when initiating the support request. B. Customer shall diagnose, remove and replace defective CRUs, and install replacement CRUs and FCOs, in accordance with Computervision's instructions and documentation. C. Prior to Computervision's provision of Customer Assisted Service, Customer shall (i) remove from any files or storage units any confidential or proprietary Customer information resident on the Product and (ii) make back-up copies of any program, data or information resident on the Product. 100.1-9