Support, Repair or Replacement of Defective Hardware

Customers should work directly with Aveksa support on all issues including suspected hardware issues to determine the root cause. In the event that a hardware issue is suspected, Aveksa support will engage Dell at their discretion to the customer site. During the diagnosis of hardware problems, Aveksa Customer Support for hardware will requests any or all of the following:

• In Each Supported Product is tagged with a serial number (the "Service Tag"). This service tag must be provided to the support representative. In general, the Service Tag Number is located on a label affixed to the appliance.
• A description of the problem and any troubleshooting steps taken prior to calling Aveksa Support.
• The case number if one has already been assigned through prior contact with Aveksa support team.
• Physical access to the Supported Product during the troubleshooting process.

As part of the diagnostics process:

• The Customer should be prepared to share the steps that have already been attempted to resolve the issue prior to contacting Dell technical support.
• When requested, the Customer should identify error messages received and when they occur.
• The support engineer may ask that the Customer open the product case, remove hardware, manipulate software or perform other diagnostic activities.
• With the help of the customer support team, the Customer will be requested to perform the initial phone-based troubleshooting steps including running a diagnostics utility so that accurate information can be forwarded to Dell to rapidly resolve the issue.
• If the product is outside its applicable hardware warranty term, there may be a fee for diagnosis and remedy.
• During the telephone based troubleshooting, Aveksa support engineer will determine if a DELL Onsite Service Technician must be dispatched to support a Qualified Repair. A technician typically arrives onsite the next business day. There are specific restrictions and terms to this Service:
• • Technicians are available Monday-Friday, excluding local national holidays, from 8:00 am to 6:00 pm local time.
  • Calls received/ dispatches made after 5:00 pm local time will require an additional day for the Technician to arrive.
  • In the event that additional parts/ resources are required once the Onsite Technician is at the Customer's site, work may be temporarily suspended. Work will resume when those additional parts/ resources are available.

During the Support Term, Aveksa shall repair or replace, at its option, any Hardware which fails to operate due to defects in workmanship or materials and which is returned to Aveksa's facility. If deemed necessary, prior to returning any such Hardware, customer must obtain a Return Materials Authorization Number from Aveksa. Customer must ship the Hardware back to Aveksa in its original or equivalent packaging, prepay shipping charges, and insure the shipment against loss. Aveksa will ship the repaired or replacement Hardware, freight prepaid. Replacement Hardware or parts may be new or equivalent. All returned Hardware or replaced parts become the property of Aveksa.

Aveksa strongly recommends regular and complete backup of all existing data and programs on all systems regularly. Aveksa will have no liability for loss or recovery of data or programs or loss of use of system(s) arising out of hardware failure.

Limitations

Aveksa shall have no obligation for damages or defects caused by normal wear and tear, accident, abuse, misuse, improper or unauthorized use, servicing not authorized by Aveksa, usage not in accordance with instructions, or causes external to the Hardware. If Aveksa provides repair services that are not covered by this Agreement, then customer shall pay Aveksa's costs of providing such services at Aveksa's then prevailing rates.