Specific Product Line Maintenance

a. RETAIL TERMINALS:

The standard service offering for Retail Terminals is 8:00 A.M. to 8:00 P.M., Monday through Sunday, next day response. Other maintenance coverage options are: (1) Depot service

(2) Advanced Exchange Depot service

(3) Seven days a week, 8:00 am to midnight, 4 hour response (4) Seven days a week, 24 hours a day, 4 hour response

Any processor/controller with the NCR logo, under maintenance, which is hard-wired to a pre-defined 7X24 product and is a required system component to support the NCR marketed operating system/application software, will be eligible for 7X24 coverage at no extra cost to the customer.

Any contractually supported peripheral with the NCR logo, under maintenance, interfaced to a predefined 7X24 product, and critical to the continued operation of the system, will

be eligible for 7X24 coverage at no extra cost to the customer. (Scanners, back room printers, MSRs, and scales would not be eligible for 7X24 coverage at no charge since they are not critical to the system operation.)

Some CMOS parameterization may be required to bring the terminal back to operating condition. Parameterization policies are the same as those applicable under warranty. Application software and backups are customer responsibilities. Printer ribbons, paper replenishment and any tax calculation changes are customer responsibilities. As part of contract maintenance, a Retail Terminal system should receive no more than one PM per year. This PM is unscheduled and should be performed during repair.

b. ECR’s:

As with warranty, the standard service offering hours of coverage for ECRs is from 8:00 A.M. to 5:00 P.M., Monday through Saturday, excluding holidays.

Some CMOS parameterization may be required to bring the ECR back to operating conditions. Parameterization policies are the same as warranty. Printer ribbons, paper replenishment and any tax calculation changes are customer responsibilities.

As part of contract maintenance, an ECR should receive no more than one PM per year. This PM is unscheduled and should be performed during repair.

c. SCANNER/SCALE:

Standard service offerings for Scanner/Scanner Scales products are the same as the standard warranty. The 5991 and 7890 are exceptions; their standard maintenance is on- site, any 9 consecutive hours from 8:00 A.M. to 12:00 Midnight, Monday through Saturday, excluding holidays (standard warranty is mail-in). All warranty policies apply to contract maintenance. The Scanner/Scanner Scale product line has no scheduled or unscheduled PMs.

d. ENTRY LEVEL SERVERS:

Contract Maintenance includes all necessary parts and labor from 8:00 A.M. to 5:00 P.M., Monday through Friday, excluding holidays. All warranty policies also apply to contract maintenance. Entry Level Servers product lines have no scheduled or unscheduled PMs. e. PCs/MONITORS:

Contract maintenance can be delivered on-site or via mail-in service. On-site service includes all necessary parts and labor from 8 A.M. to 5 P.M., Monday through Friday, excluding holidays. Standard maintenance can be upgraded to 7X24 coverage with a 4 hour best effort response for an additional charge. User replaceable items such as monitor, keyboard, or mouse will typically be shipped directly to the customer and installed by the customer. All warranty policies also apply to contract maintenance. Mail in maintenance has a three (3) day factory turn around. Application software backups and reloads are customer responsibilities. Application software covered under contract will be included in the mail in definition to the extent that the application will be brought back to an operational level, provided that the ordering activity has a good system backup available at the time of service. The PC/Monitor product lines have no scheduled or unscheduled PMs.

f. FINANCIAL:

Contract maintenance coverage is available for the various financial product lines. They vary, depending on the criticality of the customer application. Please contact your NCR Sales Representative for detailed maintenance programs.

g. ITEM PROCESSING:

The ITEM PROCESSING product line (except for the 7780) has unscheduled PMs. These PMs are to be performed during repair.

PMs for the 7780 family of Item Processors are based on document throughput of 10 million items between PMs. The PM procedure has a unique parts replacement schedule at the 10, 20, and 40 million document interval. The time length required to complete a PM will prohibit the PM from being performed during repair.

h. THIRD PARTY PRODUCTS:

NCR, at its discretion, may service on a contractual basis with original equipment manufacturers, products not manufactured or sold by NCR to its customers. This Third Party Service will be covered under an NCR Service or Maintenance Provider Agreement. NCR may also, at its discretion, provide contracted services to NCR customers for their installed Third Party Manufactured products.

NCR will only provide service of third party manufactured products if the products have been evaluated by NCR. Contract maintenance of these third party products is defined as the repair or replacement of equipment required in order to return the equipment to a system prompt or operational level ONLY; contract maintenance does NOT constitute the return of the equipment to an as-was condition.

Contract rates may vary by customer or manufacturer. Contact your NCR Sales Representative for additional information regarding this program.

Part IV – Additional Maintenance Periods