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Advance Replacement. Prior to any return as to which Advance Replacement applies, Customer shall <br />verify that said Product is defective by logging a Support request via one of the mechanisms described <br />above and in accordance with FireEye's RMA procedures, including providing the part number, serial <br />number, quantity and reason for return, an explanation of all failure symptoms and other relevant <br />information. Upon confirmation by FireEye of a defect, Customer shall obtain from FireEye an RMA <br />number. FireEye shall ship via a recognized express courier service a replacement Product to Customer <br />to arrive no later than next business day after FireEye's issuance of an RMA number, provided the RMA <br />number was issued prior to the business day cutoff time local to the defective Product, provided the <br />replacement does not require any custom pre -configuration, and provided no external-to-FireEye <br />circumstances prevent the delivery. The replacement Product may be a new or reconditioned Product <br />(of equivalent or better quality) at FireEye's sole discretion. FireEye shall pay the shipping costs to ship the <br />replacement Product to Customer, but Customer shall bear any and all risk of loss of or damage to said <br />Product at all times after said Product is made available by FireEye to the common carrier. The support <br />service will transfer from the defective Product to the replacement Product. Within five (5) business days <br />after Customer receives the replacement Product from FireEye, Customer shall package said defective <br />Product in its original packing material or equivalent, write the RMA number on the outside of the <br />package and return said defective Product, at FireEye's cost provided Customer utilizes FireEye's <br />designated courier service and properly packages the defective Product according to FireEye's <br />instructions, shipped properly insured, FOB FireEye's designated facility (except that FireEye shall pay for <br />shipping). Customer shall enclose with the returned Product the applicable RMA form, and any other <br />documentation or information requested by FireEye customer support. Customer shall assume any and <br />all risk of loss of or damage to such Product during shipping. Title to the defective Product shall pass to <br />FireEye upon FireEye's receipt thereof. When a replacement Product is provided and Customer fails to <br />return the defective Product to FireEye within ten (10) business days after Customer receives the <br />replacement Product from FireEye, FireEye may charge Customer, and Customer shall pay for the <br />replacement Product at the then -current list price. <br />(b) Platinum Priority Plus Support iincludes all of the services set forth above under Platinum Support [section <br />2.2(a)] and additionally: <br />Access to Support. Customer will be provided with direct priority access to Level 2 Advanced <br />Engineering support who shall respond to Customer's unlimited number of designated contacts. A <br />Designated Support Engineer (DSE) point of contact, who is available during Customer's business hours <br />(for single Customer site if Product(s) installed at multiple Customer sites), will be made available to be <br />the focal point of contact within FireEye, to project manage Customer's technical issues. <br />Onsite Support. Onsite visits for problem assistance at DSE's sole discretion. <br />Reporting. FireEye will supply Customer with monthly reports detailing technical support provided during <br />the previous month. Quarterly business reviews will also be conducted. <br />(c) Government Support, if available, includes all of the services set forth above under Platinum Support <br />[section 2.2(a)] and additionally: <br />• Email, Live Chat, Web or Telephone Support. For the specified country, access to citizens of that country <br />for the fulfillment of Level 1 and 2 technical support requests. <br />(d) Government Priority Plus Support includes all of the services set forth above under Government Support <br />[section 2.2(c)] and additionally: <br />Access to Support. Customer will be provided with direct priority access to Level 2 Advanced <br />Engineering support who are citizens of that country and shall respond to Customer's unlimited number <br />of designated contacts. A Designated Support Engineer (DSE) point of contact who is a citizen of that <br />country and available during Customer's business hours (for single Customer site if Product(s) installed at <br />multiple Customer sites), will be made available to be the focal point of contact within FireEye, to <br />project manage Customer's technical issues. <br />Onsite Support. Onsite visits for problem assistance at DSE's sole discretion. <br />Reporting. FireEye will supply Customer with monthly reports detailing technical support provided during <br />the previous month. Quarterly business reviews will also be scheduled. <br />Confidential FireEye Rev. 8/2016 <br />Page 41 <br />