Kodak I1860 - Manual (Page 20)

18 A-61578 September 2006
D. Extended Hours. Depending upon local service capabilities,
available extended hour plans include 5-, 6-, and 7-day, 8-, 16-,
and 24-hour options at additional cost. Kodak will use
commercially reasonable efforts to provide Service outside of
Agreement Hours as shown below. Any such service performed
will be billed at prevailing Kodak Per-Call Overtime rates.
E. Holidays. Services will not be provided on holidays (including, but
not limited, to New Years, Memorial, Independence, Labor,
Thanksgiving and Christmas days; however service may be
available on a best efforts basis at prevailing Per-Call Holiday
rates.
F. Response Time: Kodak’s objective is to provide service during
Kodak’s normal working hours, within the following time frames:
Kodak Product
OEM Product
OEM Product Priority
G. Advanced Unit Replacement (AUR) Support (if applicable). In
some cases, if Kodak determines a Product is not operating
consistently within manufacturer’s specifications, Kodak will
provide next day AUR subject to availability of courier service.
The replacement Product will perform at the minimum
specifications of the current Product, but may not be the exact
make and model. When AUR support is necessary, Kodak will
ship the replacement unit to Customer's location, transportation
prepaid. Upon delivery of a replacement unit, Customer must
place the malfunctioning unit in the shipping case, apply the
labels enclosed in the shipping case and call the carrier for
pickup within 5 business days after receiving the AUR. Kodak will
pay the return transportation charges. If Customer does not
return the malfunctioning unit within 10 business days after
receipt of the AUR, Customer will be invoiced the list price of the
unit and shall immediately pay such invoice.
Distance from Kodak Service City Within Agreement Hours
Zone 1 (0 to 50 miles) 4 hours
Zone 2 (51 to 100 miles) 4 hours
Zone 3 (over 100 miles) Next business day
Distance from Kodak Service City Within Agreement Hours
Zone 1 (0 to 50 miles) Next business day
Zone 2 (51 to 100 miles) Next business day
Zone 3 (over 100 miles) Next business day @ 12% uplift
Distance from Kodak Service City Within Agreement Hours
Zone 1 (0 to 50 miles) 4 hours @ 12% uplift
Zone 2 (51 to 100 miles) 4 hours @ 12% uplift
Zone 3 (over 100 miles) Next business day @ 12% uplift