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Stratus Technologies Service Options Table: <br /> 1 2 3 <br /> <br />C'.4C.Serricr Nespans'e Tinees Assntiei~AvailatiiliN <br />PPlas ;. <br />Assured Availability <br />System Availability <br />Critcal <br />Initial Res nse 30 minutes I hour 2 hours <br />Remedial Efforts continuous/ riori continuous/ riori continuous/ riori <br />Serious <br />Initial Res nse 2 hours 2 hours 6 hours <br />Remedial Efforts riori riori discretion <br />Moderate <br />Initial Res nse 4 hours' 4 hours* Local Business Hours <br />Remedial Efforts reasonable' reasonable* Stratus' discretion' <br />Minor <br />Initial Res nse 4 hours* 4 hours* Local Business Hours <br />Remedial Efforts Sbatus' discre[ion* Stratus' discre[ion* Stratus' discre[ion* <br /> <br />7x24 ASMServices Yes Yes Yes. <br />Zv24 Remn/e Syc/em 5'uppar/ & Nlonilaring <br />Hardware Problem Auto-notification with initial response telephone <br />call back, during local business hours, within specified interval <br />Yes / 4 hours <br />Yes /4 hours <br />Yes / 4 hours <br />Automatic Parts Re lacemen[ Yes Yes Yes <br />Access [o Software downloads and on-line diagnostic tools Yes Yes Yes <br />System report auto notification initiated by system re-boots Yes Yes Yes <br /> <br />UnGmi/ed, SoJlware TelepNmreSuppo~ := 7x24 - 7x24 7X2$ <br />Su rted Software Yes ~: Yes Yes%". <br />-Roat.Cause Determttt~lSon Yes : Yus No=' <br />Microsoft Windows 2000 Kemal Support for Critical and Serious <br />Prablemst <br />Yes <br />No <br />No <br /> <br />Aardxvere Hemerlia! Services <br />Advanced Parts Exchan et -Delivery Nez[ Bus. Day Next Bus. Day Second Bus. Da <br />On-Site FRU Re lacement Services Scheduled* Scheduled* Scheduled* <br />Same Day Emer envy On-Site Service for Critical Problemst 24 Hours 24 Hours No[ Available <br />Nezt Business Da On-Site Services for Serious Problemst Local Bus. Hours Local Bus. Hours Not Available <br /> <br />.ltua ed .[va77ab!&ts~Guarunfret Yes:.' :. Yes No <br />* Available Burin local business hours only <br />$ Restoration of system to service / restoration of substantially all s stem functionality <br />