FAAC, INC. 1 - 2003 - Laserfiche WebLink

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INCORPORATED Basic Service Extended Warranty Agreement FAAC provides unlimited phone support to the customer as an additional service to be used for identifying and resolving hardware or software problems. The customer may call in and discuss problems or ask questions of the Service representatives. During a phone support call, a FAAC Service Representative may direct a customer to perform an operation on the equipment to aid in further diagnosis or repair of the Simulator. In the event that the customer consents to an attempt to service the Simulator by phone, the response time "clock" will not start until it has been mutually determined that the problem cannot be resolved by phone or modem support. 13. RETURN TO FACTORY REPAIR 14. 15. 16. The customer may return defective hardware assemblies to the FAAC factory for repair with the consent of FA. AC. There are several situations where it may be desirable for the Customer to remm a hardware assembly. For example, a problem in a specific assembly may be identified through the phone support service of FAAC and the problem can be resolved by the customer returning the assembly to FAAC, or a complex update to the hardware may be needed and it can be done more reliably in the factory setting of FAAC. FAAC may also request that the customer return an assembly to FA_AC for repair. The customer is responsible for shipping costs to send customer assemblies to FA. AC. FA_AC will pay for return shipment of customer assemblies to the customer's site. Arrangements for returning hardware assemblies are made by contacting the FAAC Service Depadment. A Return Authorization number must accompany all hardware returned to FAAC for repair or replacement. PART REPLACEMENT FAAC has the option of repairing or replacing a part that has been found to be defective. If in FAAC's judgement, there is a failure in a part that cannot be repaired, either at the customer site or the FAAC factory, FAAC will replace the faulty part. The customer is responsible for shipping costs required to send customer parts to FAAC. FAAC will pay for return shipment of customer parts to the customer site. A Return Authorization number must accompany all hardware returned to FAAC for repair or replacement. In no event will the cost of repairing a defective part exceed the cost of replacement. Faulty parts which are replaced by FAAC under this agreement become the property of FAAC. TRAVEL EXPENSES The cost of travel, hotel, meals and other expenses incurred by a Service Representative, in providing the visits allowed under this agreement, is included in the price of this agreement. Expenses incurred under time and material effort are discussed in the FAAC Warranty and Service Policy. RESTRICTIONS R~sed 09/09/03 6