1. On-Site Response Service Level: For a Franchise Location that is located within 100 miles of a primary HP hub (defined as HP Travel Zones 0-3), HP will provide on-site replacement part or Device (with Franchisor image installed) within six (6) hours when the Incident is received by Cut-Off Time as depicted in the Service-level Table.

2. Device support Services for a Franchisee Location that is located more than 100 miles from an HP hub (defined as HP Travel Zones 4-6) will be shipped a replacement part or Device for delivery on the next Business Day, when the Incident is received by Cut-Off Time as depicted in the Service- level Table. Replacement part or Device will be self-installed and defective part or Device shipped back to HP per prepaid shipping instructions included with replacement part or Device. If Franchisee requires on-site assistance to perform the Device swap, HP will provide a technician as depicted in the Service-level Table.

Service-level Table.

ii. HP will:

1. Contact Franchisee prior to arrival and will arrive on site at the Franchise Location in Zones 0-3 with replacement part or Device

2. Ship replacement part or Device to Franchise Locations in Zones 4-6

3. Provide accompanying return instructions with the replacement part or Device to enable Franchisee to return the defective Device to HP

4. Include shipping cost, return instruction and shipping label for return of the defective part or Device to HP

5. Provide part or Device swap by onsite installation technician if requested by Franchisee.

iii. Franchisee will:

1. Contact the FWH Service Desk in the event of an Incident for remote diagnosis.

2. Receive from HP and self-install the replacement part or Device, with option to elect on-site technician assistance for the Device for locations

3. Ensure final Franchise Location-specific network configuration is enabled via FWH Service Desk once replacement part or Device is installed on the network.

4. Transfer the USB stick, which houses an image back-up located within the RPOS panel, to the replacement Device prior to returning the defective Device to HP.

5. Upon HP’s request, Franchisee will be required to:

   1. Provide all information necessary for HP to deliver the Services described herein.

   2. Start self-tests and install and run other diagnostic tools and programs.

   3. Install Franchisee-installable services, software, and/or firmware updates and/or patches.

   4. Perform activities to help HP identify or resolve an Incident, as requested by HP.

6. Install all critical Franchisee-installable services, software, and/or firmware updates, as well as Franchisee Self Repair (CSR) parts and replacement products delivered to Franchisee.

7. Return the defective part or Device within five (5) Business Days of delivery per the postage-paid instructions included with the replacement part or Device. In the event HP does not receive the defective part or Device within fifteen (15) days or if the part or Device is degaussed or otherwise physically damaged upon receipt, HP will send a notice to Franchisee of HP’s intent to invoice Franchisee for the HP replacement price. Franchisee will remit payment for the degaussed or physically damaged part or Device to HP within thirty (30) days. Franchisee will return the defective part or Device within thirty (30 days). Upon 20 days’ notice, to Franchisee of failure to return a defective Device or part and/or subsequent failure to pay for replacement Device, Franchisee is subject to HP Remedies for Breach.