This Advance Replacement Warranty Service Guide should be read in conjunction with the NEX Computing Solutions, Inc. ("NEX") Limited Warranty and details the procedures you must follow to obtain technical support and/or warranty service.

Technical Support
NEX provides telephone technical support for your NEX hardware product for the period stated in your purchase documentation.

This technical support is limited to the installation and configuration of all hardware products sold by NEX. NEX also provides free telephone technical support with respect to the configuration of operating system software installed by NEX on its computer systems for thirty (30) days from the date of shipment. Technical support does not include installation of parts and software sold separately. Most hardware problems can be diagnosed over the phone, and, if necessary, either a replacement part can be shipped to you or in instances where this advance replacement warranty service needs to be initiated, the document will explain how this service can be arranged.

The first step in addressing a warranty or technical support issue is to call your primary systems or services provider. If you purchased your system directly from NEX, please call us directly. If your provider determines that the problem is hardware related, they will escalate resolution to NEX Technical Support. NEX Technical support is available Monday through Friday from 6:00 am to 9:00 pm MST. When calling technical support, please have your customer number (if applicable), serial number (located on the back of your product), and other purchase documentation readily available.

Parts Replacement
If the NEX technician determines that a part is defective, and can easily be replaced in the field by a dealer technician, a replacement part will be sent to you, at our expense, via overnight delivery means. You will be issued a Return Material Authorization ("RMA") number. YOU MUST OBTAIN A RMA NUMBER PRIOR TO RETURNING ANY PART OR PRODUCT.

Defective parts need to returned to NEX at our expense, via ground shipping means (instructions will be provided to you to accomplished this, at the time of RMA number issuance). If the defective part is not received by NEX at its designated facility within 15 days from the date of delivery of your replacement part, or if the part returned is determined to have been subjected to non-warranty covered damage, you will be invoiced for the cost of the replacement part. Your shipping documentation (including tracking number) will serve as your proof of return.

Returning Your System For Repair
If your system's problem cannot be resolved with a replacement part, the NEX technician will immediately initiate advance replacement service procedures, and will ask you to return the entire system to NEX. In this case, please follow the following procedures,

• Obtain an RMA number from the Customer service representative. Write this number in large, clear letters on the outside of the packaging used to return the system. You can ship the defective system back to us, using the packaging from the replacement system sent to you.
• Immediately upon issuing the RMA number, the NEX technician will initiate actions to ship a complete system, with your application software preloaded on it, to you at our expense, via overnight delivery means. This system will be sent to you without customer database, dialogic cards, and/or other peripheral or additional hardware and software not provided by NEX Upon receipt of the replacement system, you will need to reinstall the dialogic cards, other peripherals and ancillary software, and the customer-specific database(s).
• Back up any data on the hard drive before you return the system. NEX will not be responsible for any loss of data on the hard drive.
• Enclose a detailed written description of the problem that you encountered along with a copy of your original invoice.
• Pack the system in the carton that the replacement system arrived in, with its original packing material. NEX will not be responsible for any damages in shipment. We will assume that if product is received damaged, that the product was damaged prior to shipment.
• Defective systems need to be returned to NEX at our expense, via ground shipping means (instructions will be provided to you to accomplished this at the time of RMA number issuance). If the defective system is not received by NEX at its designated facility within 15 days from the date of delivery of your replacement system, or if the system returned is determined to be missing components or has been subjected to non-warranty covered damage, you will be invoiced for the cost of the replacement part or system. Your shipping documentation (including tracking number) will serve as your proof of return.