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BLACK BOX P rotec N et® COMPREHENSIVE SERVICE PLAN PBX SUPPORT SOLUTIONS The Customer Solutions Center will provide remote diagnostics and resolve the problem or dispatch on-site assistance if needed. The Comprehensive Plan includes all parts, labor, and priority response. SERVICE FEATURES SUPPORTFROM SINGLE SERVICE PROVIDER • One Toll-Free 800 # or via CSC.com for all Service Requests • Materials • Labor Included During Coverage Hours • Corrective Maintenance • Preventive Maintenance (Per Manufacturer Specification) • Remotely Diagnose Problem (Requires 24x7 Access and Modem) • Dispatch On-Site as Needed • Remote Polling **** • Technical Assistance Center • Flexible Scheduled Downtime ***** • Telesupport • Work to Completion/Continuous Effort- Majors • Escalation to Manufacturer Technical Assistance Center • Alarm Monitoring 24x7x365 **** • Manufacturer Corrective Software Updates • 24 Hour x 7 Day Customer Solutions Center * * DEFINED SERVICE RESPONSE TIME BENEFITS • Coverage Hours 8am-5pm, Monday- Friday • 24x7 Emergency Protection for Major Failures • On-Site or Remote Response within Ninety (90) Minutes of Initial Call for Major Failures *** • Black Box Network Services Holidays Included • Service is Available Outside Coverage Hours at Current Labor Rates • On-Site or Remote Response within Twenty-Four (24) Hours of Initial Call for Minor Failures *** • Ease and Convenience of a Single Source Solution • Priority Response and Problem Resolution for Major Failures • Experienced Technical Expertise • Extended Service Protection Options Available Enabling Long Term Service Planning * To obtain CSC.com Web Access, the following information needs to be emailed to C'SCunhLickbox-vs com. to setup a customer profile: Contact Name, phone number, fax number, email address, company name and site members * * The Black Box Network- Services Customer Solutions Center is staffed 24x7 with personnel responsible for entering customer service requests and dispatching on- call technical support engineers for problem resolution. *** All maintenance may be performed on-site or from a remote location as determined by us to most effectively and efficiently address the maintenance to be performed. Major Failure defined as: The product's central processor or anv attached processor cannot receive or retrieve information; any attendant console cannot place or receive calls; a minimum of 20% of all telephone or data ports cannot place or receive calls or a business-affecting ACD station or group failure; a minimum of 20% of all trunks are inoperative or the lead trunk of any group is inoperative; or a previously defined prime telephone or service feature is inoperative. All other issues are defined as Minor Failures. **** Remote Polling available on 8000, 9751 and 4000 systems. Alarm Monitoring available on 8000, 9751 and 9006 systems. Certain restrictions apply. * * * * * Black Box Network Services will provide scheduled service during the hours of 8: 00 a. in. to 11: 00 p.m. M-F (excluding Black Box Network Services Holidays) and 8: 00 a.ni. to 8: 00 p.m. on Saturdays. Rev. 07/25/06