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-P p~RK.eOn ..9-: ~.........~ Terminal Support Services This Tenninal Support Services agreement outlines all the services to be provided by Parkeon in support of the customer's terminals. Each service offering is detailed below. A list of units covered under this agreement is attached Technical Phone Support Extended Parts Warranty Discounted labor and spare parts pricing Preventive Maintenance Services Scope of Services Parkeon will provide: 1. Technical Phone Support during normal business hours The Customer is responsible for First call/Levell technical service and maintenance for all machines, Phone Support begins once the Customer's on-site Levell support has fully attempted to service the tenninals, consistent with Level I training and diagnosis/service materials and is unable to resolve the issue. Technical Phone Support is available Monday-Friday 8AM - 8PM EST excluding Parkeon published company holidays, Service hours utilized beyond this agreement or onsite will be billed at then current labor rates, Any travel is billed at actual expenses plus 10%. 2. Extended Parts Warranty Enrollment in this program provides replacements for tenninal parts at no additional cost consistent with the Standard Product Warranty for the duration of the agreement. Parkeon will provide a replacement part at no cost for any faulty part received from The Customer. The Customer will perfonn the actual problem diagnosis and part replacement at the tenninals. Parkeon at its discretion may charge the Customer the actual cost to process any parts that are returned and are found not to be faulty and perfonning per specifications, Customer is responsible for testing all units before sending them in for repair. During the agreement period, Parkeon will, at its option, repair or replace, without charge, any product or part which is found to be defective under normal use and service, Replacement part(s) will be shipped within 24 Business Hours following the receipt of the defective part, All shipments will be sent ground for two (2) business day delivery unless other arrangements are made at the time of the order. Customer is responsible for all expedited shipping charges. The Customer will pay shipping to Parkeon and Parkeon will pay for shipping of replacement part back to The Customer. THE PARTS REPLACEMENT DOES NOT EXTEND TO "CONSUMABLE ITEMS" SUCH AS PAPER, BATTERIES, MOBILE COIN BOX, BILL STACKERS AND SOME EXTERNAL ENCLOSURE ITEMS. This service does not cover (a) nonnal maintenance and service or (b) any products or parts which have been subject to misuse, negligence, accident, improper maintenance or repair (other than by Parkeon), faulty installation or installation contrary to recommended installation instructions, Parkeon reserves the right to invoice customer for time spent on the above returned items, To obtain replacement parts, you must (a) notify Parkeon at the address telephone number below, (b) give the model number and part identification and (c) describe the nature of any defect in the product or part. To maximize meter uptime The Customer can purchase a compliment of replacement parts which would consist of the frequently used items and is based on the number of meters purchased by the Customer. Parkeon can provide guidance to The Customer regarding a suggested number of parts to be included in this inventory along with the applicable pricing. 3. Discounted Labor and Spare Parts Pricing As part of this agreement any spare parts purchased for local stock and any labor provided will be billed at a 20% discount off the then current list price. Current list price for parts and labor can be obtained by contacting Parkeon support, 4. Semi-Annual Preventative Maintenance Kits Enrollment in this program provides for Preventive Maintenance supplies or onsite PM visits depending on the number of installed meters as of June I $I of each year of this contract Parkeon will support Two (2) PM supply kits will be provided each year per meter enrolled. Onsite services provided are those described in the most current Parkeon preventive maintenance procedures. Each major component of the tenninal will examined, tested and cleaned as recommended, Any required defective parts will be exchanged at no additional cost consistent with the Extended Parts Warranty within this agreement. Optional on-site Preventative Maintenance perform by Parkeon at an additional charge. 2011 7 11 Services Agreement Final.doc Paraphs: