FAAC, INC. 1 - 2003 - Laserfiche WebLink

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~ tNCOnt,onnmo Basic Service Extended Warranty Agreement customer to provide service at other than these times may result in a premium charge per the FAAC Time and Material Price List. At the discretion of the FAAC Service Representative, service may be provided at hours other than those listed here with the consent of the Customer without a premium charge. Service visits under this agreement cannot be used for installation, de-installation, or re-installation of equipment. These services are covered under the FAAC Installation and De-installation Policy and Price Schedule, a copy of which may be obtained fi.om FAAC. If FAAC makes a service visit under the agreement which, in FAAC's reasonable determination, is unnecessary or the cause of the reported problem is determined to have been the result of failures in non-FAAC equipment end should have reasonably been detected by the Customer as such, then the visit will be charged at the regular rates in the FAAC Time and Material Price List. 10. 11. 12. REQUEST FOR SERVICE The primary FAAC Service Department is located in Ann Arbor, Michigan. Requests for service cen be made by calling the FAAC Service Department. A service request can be logged by calling the Service Department at (877) FAAC-DTS during the hours of 8:30 am to 5:30 pm EST Monday through Friday, excluding FAAC holidays. A schedule of FAAC holidays can be obtained by contacting FAAC. RESPONSE lIME The average response time for a remedial ma'mtenance service call is less than 72 hours (3 business days Monday - Friday) from the time that the service call is logged at FAAC via the method set forth in the previous section. The 72-hour response time is calculated fi.om the time the call is logged at FAAC to the arrival of the FAAC Service Representative on the customer site. Calculation of response time shall not include weekends, FAAC holidays, Customer holidays, time delays due to acts of God, or other factors which are beyond FAAC's control. SOFTWARE UPDATES The customer may receive software updates, patches and version modifications for changes made to the software sold with the Simulator. Software enhancements are not included under this Agreement and are sold separately. SERVICE BULLETINS The customer may receive Service Bulletins which are notices of changes, upgrades or other information pertinent to the Simulator. These bulletins are distributed to relay hardware information to Customers. PHONE AND MODEM SUPPORT R~vised 09/09/03 5