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SEC, .,N 4 SYSTEM SUPPORT 4.2.2 Loaner/Exchange 4.2.2.1 Definition of Service SSC stocks a selection of spare modules that can be sent out to the customer site upon request for a board exchange or for use as a loaner until customer's board is repaired and returned. The SSC will maintain a backup replacement inventory of spare modules in addition to providing board repair. In the event of a failure, the customer can contact SSC for an advance replacement. Upon availability the SSC will ship out, via Federal Express Priority One or DHL, the required Field Replaceable Unit (FRU) configured as specified by the customer. 4.2.2.2 Definition of Exchange Service Upon request, the SSC will send the customer an exchange unit as a replacement for their non-functioning unit. The customer returns the non-functioning unit to the SSC for repair and return to SSC stock. 4.2.2.3 Definition of Loaner Service Upon request, the SSC will send the customer a loaner unit to use while the SSC repairs the customer's non-functioning unit. The SSC will send the repaired unit back to the customer, who then returns the loaner unit to the SSC. 4.2.2.4 How to Obtain Service Your first eschelon service provider will call the SSC at 800-448-3245 and request a loaner or exchange board. 4.2.2.5 Terms and Conditions •: Customer accepts full responsibility for ensuring both the payment of related invoice(s) as well as the return of all units to the SSC ❖ Customer units must be returned to SSC within five (5) business days after receipt of loaner unit ❖ SSC loaner units must be returned within five (5) business days after customer receipt of repaired unit Customer will be charged a loaner/exchange program user fee per unit for the first week that the customer retains both malfunctioning board and the loaner or exchange unit. An additional weekly user fee will be added for the retention 8M0roRox.A Confidential and Proprietary 4 *'.• 3