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~~-=-~ . Z--tNCoRPORA TED Full Service Exteuded Warrauty Agreemeut 8. REQUEST FOR SERVICE The primary F AAC Service Department is located in Ann Arbor, Michigan. Requests for service can be made by calling the F AAC Service Department. A service request can be logged by calling the Service Department at (877) F AAC-DTS during the hours of 8:30 am to 5:30 pm EST Monday through Friday, excluding F AAC holidays. A schedule of F AAC holidays can be obtained by contacting F AAC. 9. RESPONSE TIME The average response time for a remedial maintenance service call is less than 48 hours (2 business days Monday - Friday) from the time that the service call is logged at F AAC via the method set forth in the previous section. The 48-hour response time is calculated from the time the call is logged at F AAC to the arrival of the F AAC Service Representative on the customer site. Calculation of response time shall not include weekends, F AAC holidays, Customer holidays, time delays due to acts of God, or other factors which are beyond F AAC' s control. The preventive maintenance visits are scheduled in advance and are not subject to the response time. 10. SOFTWARE UPDATES The customer may receive software updates, patches, and version modifications for changes made to the software sold with the Simulator. Software options are not included in this Agreement and are sold separately. 11. SERVICE BULLETINS The customer may receive Service Bulletins which are notices of changes, updates or other information pertinent to the Simulator. These bulletins are distributed to relay hardware information to Customers. 12. PHONE AND MODEM SUPPORT F AAC provides unlimited phone support to the customer as an additional service to be used for identifying and resolving hardware and software problems. The customer may call in and discuss problems or ask questions of the Service representatives. During a phone support call, a F AAC 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 support. 13. RETURN TO FACTORY REPAIR The customer may return defective hardware assemblies to the F AAC factory for repair with the consent of F AAC. There are several situations where it may be desirable for the Customer to return Revised 09/16/02 5