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10/4/2001 Optical Access Technical Support Services TereScopeTm Extended Warranty: • Technical Support by telephone or by email, during normal business hours defined as 6:00 AM to 5:00 PM Monday through Friday, excluding holidays, Pacific Standard Time, a qualified support engineer or technician will be available at no charge. • Hardware Repair, defective product must be returned to Optical Access for repair, In - warranty repair is provided at no additional cost, per our standard warranty terms and conditions, Out of warranty repairs are provided at Optical Access's standard factory repair rates in effect at the time of service. • Software Maintenance, Optical Access will provide all software fixes (remedial) only during term of warranty. Customer will be responsible for installation. • Web access, Support site for up to date information such as technical news bulletins and documentation. Premier Response TereScope Support: TereScope hardware loaned. After approval from our technical support staff, loaner equipment will be expedited and shipped via express service for next business day delivery, provided the approval is given by 3:00 PM PST (carrier and customs delays are not the responsibility of Optical Access). Loaner equipment may be new or used certified serviceable as determined by Optical Access. Defective equipment must be shipped to Optical Access's factory for repair within three business days following receipt of loaner equipment. Loaner equipment provided must be shipped back to Optical Access's factory within three business days following receipt of customer's repaired TereScope equipment. Priority Response TereScope Support: TereScope products and hardware loaned, after approval from out technical support staff, loaner equipment will be expedited and shipped via express service for second business day delivery, provided the approval is given by 3:00 PM PST (carrier and customs delays are not the responsibility of Optical Access). Loaner equipment may be new or used certified serviceable as determined by Optical Access. Defective equipment must be shipped to Optical Access's factory for repair within three business days following receipt of loaner equipment. Loaner equipment provided must be shipped back to Optical Access's factory within three business days following receipt of customer's repaired TereScope equipment.