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-P p~RKeon ..9-: ~.........~ Support and Parts Contact Information Parts Replacement Contact Information: Toll Free - 800-732-6868 x334 Email: SalesadminCalmoorestown.parkeon.com Parkeon Inc, 40 Twosome Drive, Unit#7, Moorestown, NJ 08057 Attn: Warranty Parts dept. RMA # Product Support Center Contact: 800-732-6868 x 244 Email: SupportcenterCalparkeon.com Parkeon Responsibilities: I. Provide training at the commencement of this agreement in the process of obtaining a RMA and shipping parts to Parkeon. 2. Provide an initial suggested spare parts inventory proposal for the tenninals purchased as part of a new Tenninal Sales agreement. 3. Maintain sufficient inventory so that parts can provided in a timely manner to support the necessary field replacements. 4. Retum a repaired or refurbished part that is equal or better in quality to the part received. 5. Pay for the nonnal shipment of replacement parts to the Customer. 6. Maintain a staffed and capable Technical Support operation, which is capable of assisting the Customer with the full range of diagnostics and repair activities. 7. Conduct Levell Service training of the Customer's technicians at the time of the initial new model tenninal purchase. This includes topics such as basic maintenance, troubleshooting, repairs, component replacement and operations such as programming and inventory. 8. Log all information from the Customer required to establish contact infonnation, document the nature of the problem and the Customer's hardware/network environment (as applicable). 9. Attempt to resolve problems over the phone on first call. 10. Requests will be assigned to a qualified technician within 30 minutes II. Make every effort to provide a resolution within 4 hours of request 12. Escalate Parkfolio support requests to next level if, within 4 hours, a resolution could not be implemented. Customer Responsibilities: I. Report all requests into Parkeon's TECHNICAL PHONE SUPPORT using the contact methods specified above, 2. Opening the machine and the removal or replacement of any internal component. 3, Execution of Level I self-diagnostic and other repair processes, which are outlined in the Service training and/or documented Service Guides provided at the time of training. 4, Perfonn all recommended Preventive Maintenance actions as per provided schedules and procedures. Failure to complete the procedures could result in unnecessary failures and unit degradation that are not covered under this contract. Labor costs and parts required to restore units caused by the failure to perfonn these activities will be the customer's responsibility. 5. Programming changes to the tenninals using the maintenance procedures as outlined in the Service Training. 6, Maintaining a log of repair activities performed by the technicians, which will be available for reference purposes during a call to TECHNICAL PHONE SUPPORT. 7. Maintaining a local supply of spare parts sufficient to meet the desired repair timelines. 8. Monitoring and ensuring that the Service staff are completing all prescribed diagnostic and repair steps prior to escalating the problem to Parkeon's Technical Services group. 9. Ensuring that all Service staffhas sufficient electro-mechanical skills to perform the role of technician for the purposes of supporting the multi-space tenninals. 10, Ensure that all staff working on Parkeon equipment has successfully completed Parkeon's Levell Service training prior to perfonning service to the tenninals, 11, Use their own staffing, spare parts and logistics processes to provide Service, 12, Use their own appropriate IS group to provide desktop client, server, network and infrastructure service necessary to maintain the proper functioning of the Parkfolio system. 13, Provide all infonnation required to open a support request with Parkeon's Technical Support and be available to work with the Parkeon's support resource assigned to the support request. 14. Will manage the interface into its internal groups in a way that support's provision of services under this agreement. (i.e" help desk, Level I support, maintenance, and collections), 15, Schedule at least two weeks in advance when possible with Parkeon the need for on-site support to be provided at applicable rates. Provide an outline of related issues that need to be addressed during this on-site visit. 2011 7 11 Services A reement FinaLdoc Para hs: