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D. Customer shall return to Computervision all defective CRUs, for which Computervision provided a replacement CRU, ~vith the Return Authorization Number designated by Computervision, in accordance with Computervision's instructions, in the pre- paid packaging materials provided. All such returns must be received by Computervision within ten (10) days of receipt by' Customer of the replacement CRU. Customer shall pay for all CRUs (and associated shipping costs) not received 'by Computervision within such ten (10) day period. 5. In addition to the Service Limitations specified in Section l, 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 Computervision's then current time and material policies and rates. SECTION VIII--MAIL-IN SERVICE 1. Mail-In Service is available only for Equipment designated by Computervision as being eligible for the Mail-in Service Offering. If Customer selects Mail-In Service for any Equipment at a particular site, all Equipment of the same type located at that same site, now or in the future, must be placed under Mail-In Service. 2. Computervision will provide Mail-In Service as defined in this Section on the Equipment identified by Service Code "MIS" on the Product Schedule. Mail-In Service includes: A. Documentation providing instructions for Preventive Maintenance and diagnosis of hardware problems; B. Shipment of replacement units after Computervision has received the defective unit. Computervision will pay shipping ex- penses and bear the risk of loss for replacement units to Customer's address provided Customer complies with Computervision's shipping instructions. Exchange units become the property of Computervision; and C. Notification to Customer of FCOs and shipment of applicable replacement units to be installed by Customer. Customer shall return to Computervision the exchanged units in accordance with ComputervJsJon's instructions. 3. Computervision'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 appropriate 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 Computervision address, tf Computervision deter- mines that the unit returned to it is not defective, Customer sha~l pay Computervision all costs of handling and transportation. C. During the term of coverage Customer shall immediately install in the Products any and all FCOs and the prevailing current revisions of the diagnostic software and utilities supplied with the Products. 4. in addition to the Service Limitations specffied 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 Computervision's then current time and material policies and rates; B. Telephone Consultation. SECTION IX--PREFERRED SOFTWARE SERVICE 1. ~Service Hours": Unless otherwise specified on the Product Schedule, Service Hours for Preferred Software Service as referred to in this Section IX will be provided for Operating System Software from 7:00 a.m. to 7:00 p.m. local time, Monday through Friday ex- cluding Computervision (24 hour) holidays where the System within which the Operating System Software resides is under Premium Plus, Premium or a Preferred Service Agreement. For all other Software Products, Service Hours will be 8:00 a.m. to 5;00 p.m. local time, Monday through Friday excluding Computervision (24 hour) holidays. 2. Computervision will provide Preferred Software Service as defined in this Section during the Service Hours on the Software identi- fied by the Service Code "PSS" on the Product Schedule. Preferred Software Service includes: A. Installation of Software by Computervision, including Computervision supplied updates and revisions, either at Customer's site or in conjunction with Customer personnel via telephonic media, at Computervision's sole discretion; B. Telephone support in which Computervision provides general information, problem determination, isolation, and verifica- tion; C. On-site suppor~ by Computervision if in Computervision'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 Soft~Nare revisions and updates provided by Computervision if any; and E. A copy of documentation changes as provided by Computervision which may accompany future Software revisions and up- dates, if any. 3. Preferred Software Service will be provided for the current and immediate prior release of the Software. Computervision reserves the right to restrict the availability of Preferred Software Service for the immediate prior release of the Software to no more than six (6) months after the current release is generally made available by Computervision. Customer agrees that Computervision 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 utitize current Software releases provided by Computervision. 4. Preferred Software Service does not include such services as assurance of bug fixes, assistance in System design, consultation ser- vices, writing of drivers, patches, fixes or debugging source code. Non-standard services may be available from Computervision subject to availability and under Computervision's then current time and materials policies and rates. 5. The terms and conditions of the Computervision license for the original copy of the Software shah apply to Software updates, revi- sions and documentation.