A Device Support Services time commitment does not apply when Franchisee chooses to have HP prolonged diagnosis rather than execute recommended recovery procedures.

In the event a device is received by HP, as a result of an Incident, that is not deemed defective (“No Fault Found”), a restocking fee at prevailing time and materials rates will be invoiced to Franchisee for remittance to HP within 30 days.

Prerequisites – Device Support Services

1. Franchisee must have rightfully obtained the Device and its related license(s) for any software and/or firmware provided on the Device.

2. HP, at its sole discretion, may require an audit on the Devices. If such an audit is required, an HP authorized representative will contact Franchisee, and Franchisee will agree to arrange for an audit to be performed within a 30-day timeframe. At the sole discretion of HP, the audit may be performed onsite, via remote system access, via remote audit tools, or over the phone.

Staging and Integration. Staging and Integration Services of each RPOS Device will be executed as follows prior to delivery of the Device to the Franchisee Location. HP will:

1. Image Device

2. Execute BIOS settings via Secure Boot Configuration

3. Personalize Computer Name

4. Image and insert USB Stick

5. Insert user drop-in-box-instructions

6. Consolidate with optionally-ordered Peripherals for shipment to Franchise Location

7. Ship via Standard Ground Freight using IPC-provided freight account for shipping expenses and cross- border fees.

Device Installation. Devices will be delivered ready for self-installation to Franchise Locations. Device installation is to be performed by Franchisee which will trigger acceptance and subsequent warranty entitlement to support the Device for the applicable Device Term.

1. HP will:

   1. Confirm self-installation has been completed by the Franchisee by contacting Franchisee.

       

2. Franchisee will:

   1. Ensure electrical and network specifications for Device requirements are in place prior to commencement of installation of the Device.

   2. Install the Device and Peripherals, if optionally purchased.

   3. Report Dead on Arrival (DOA) Device incident to HP no later than five (5) business days from delivery to Franchise Location.

   4. Dispose of legacy RPOS device at time of initial HP RPOS Device installation.

   5. Coordinate with HP with respect to the return of the HP RPOS Device when a new Device is deployed at the Mid-Term Refresh.

       

Services Acceptance. Acceptance of Services will occur the earlier of HP’s confirmation with Franchisee of Device installation or within five (5) business days of delivery.

Asset Disposition (Return of HP-provided Device and Tools). In the event this Agreement is renewed, as set forth in Section 5 (Term and Termination), the Asset Disposition process herein sets forth how the Devices at the end of the applicable Terms are returned to HP.

1. At Mid-Term, HP will provide asset disposition services of the HP RPOS Devices initially deployed (the “Initial Devices”), such that expenses for Device retrieval are included. Shipping expenses for return of RPOS Devices at the end of the Mid-Term are excluded from the Services herein. Disposition scope is summarized as follows in the table below.