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l <br /> � ay <br /> Under this Agreement, Replay resolves to work toward giving your Equipment availability approaching 100%. To do <br /> this, Replay may, based on technical judgments made by Replay ' s service personnel, request to be able to monitor <br /> machine functions via its Remote Diagnostic Facility ("RDF"), but always with prior knowledge, approval , and <br /> cooperation of Purchaser. At such time, Replay may also make changes to the resident software, but never in a way <br /> that would knowingly disrupt normal operations, violate security, or disturb Purchaser' s records. In addition, Replay <br /> may, from time to time, recommend and initiate replacement of suspect component parts at no expense to Purchaser, <br /> but with Purchaser' s planned cooperation regarding replacement work. This will always be done with every intention <br /> of minimizing disruption . <br /> Finally, if Replay deems it advisable for a manufacturer' s service technician to visit and perform machine <br /> or <br /> operational remediation on-site, such a trip will be initiated by Replay, but with the full knowledge and cooperation of <br /> Purchaser. If such a visit is necessitated as a result of Equipment defect or normal wear and tear, the full expenses for <br /> such visit, including per diem, living expenses and all incidental costs relating either to the trip or the service work, will <br /> be the responsibility of Replay, with no cost to the Purchaser. In all other instances, Purchaser shall bear all costs and <br /> expenses associated with the visit. Purchaser shall maintain on-site environmental conditions as specified by Replay <br /> on-site representatives. These conditions will be within the common environmental range of all system components. <br /> 4. TITLE <br /> Title to all documentation and software relating to the Equipment shall remain with Replay or its supplier, <br /> as <br /> applicable. Purchaser, as licensee, acknowledges that all such documentation and software are proprietary and <br /> confidential, and will hold in confidence all such information, as well as information concerning maintenance and <br /> diagnostics. Purchaser shall have the right to use such software as long as Purchasefowns the Equipment to which the <br /> software relates, and agrees to hold in confidence all technical and trade secret information including, <br /> without <br /> limitation, the content of and information relating to software, including source code, object code, software updates <br /> supplied by Replay in respect thereto, all subsequent modifications of code made by Replay pursuant to maintenance <br /> and/or diagnostic evaluation, and all documentation relating to any of the foregoing. Purchaser ensures that access to <br /> such information will be limited to employees who must have access to use the Equipment effectively. The terms, <br /> provisions, and obligations of this section 4 shall survive the termination of this Agreement. <br /> 5. EXCLUSIONS <br /> Replay' s services to the Purchaser hereunder do not include : <br /> a. Electrical work external to the Equipment; <br /> b. Maintenance of accessories, attachments, machines, or devices other than the Equipment and/or not furnished <br /> by Replay; <br /> C. Repair of damages resulting from : accident, neglect, negligence, intentional conduct, or misuse; fluctuations <br /> of temperature or humidity; failure of electrical power; lightning; causes other than ordinary use; or <br /> maintenance or repair of the Equipment by persons other than Replay personnel or its authorized <br /> representatives; <br /> d . Painting or refinishing, making changes or modifications unrelated to a failure of the Equipment, or <br /> performing services connected with relocation of Equipment; <br /> e. Adding or removing accessories, attachments, or other devices; <br /> f. Services rendered impractical due to alterations to the Equipment or because of electrical or <br /> other <br /> connections to the Equipment not supplied by Replay; <br /> g. Any products or accessories deemed disposable items (i .e. , headsets, UPSs, tapes, DVDs, phone couplers, <br /> logger patches) <br /> It . Any items or services not specifically described in section 3 , above. <br /> i . Customer provided servers <br /> �BwMf--.ti � to ✓s pulp + rrarI <br /> ss/replay. serviceag. 10. 7. 03 / ( ( � (� rj , Replay Service Agreement <br /> Revised : 05/ 15/08 Level 2 <br />