Common use of SERVICE PARTS AND RELATED LABOR SERVICES Clause in Contracts

SERVICE PARTS AND RELATED LABOR SERVICES. Regardless of the service response level purchased, some component parts are specifically designed for easy Customer removal and replacement: such parts are designated as Customer Self Replaceable (CSR). If during the diagnosis, the Dell Analyst determines that the repair can be accomplished with a CSR designated part, Dell will ship the CSR designated part directly to the Customer. CSR parts fall into two categories: • Optional CSR parts – These parts can be replaced by the Customer. Depending on the type of service that was purchased with the Supported Product, Dell may provide an Onsite Technician to replace the parts. • Mandatory CSR parts – These are parts that the Customer must replace themselves. Dell does not provide installation labor for them. If the Customer requests that Dell and/or the Dell Authorized Reseller replace these parts, the Customer will be charged a fee for this service. The freight method used to ship the CSR part is based on the level of service purchased by the Customer. • Service parts for customers with Next Business Day Service will be shipped via a next business day freight method. • Service parts for customers with Return for Repair Service will be shipped via ground freight service. Once the Dell Analyst has determined whether it is necessary to replace a part or return the system, the Customer will be informed of the next steps to take. Depending on the service level that was purchased by the Customer, the following options will apply:

SERVICE PARTS AND RELATED LABOR SERVICES. Regardless of the service response level purchased, some component parts are specifically designed for easy Customer removal and replacement: such parts are designated as Customer Self Replaceable (CSR). If during the diagnosis, the Dell Analyst determines that the repair can be accomplished with a CSR designated part, Dell will ship the CSR designated part directly to the Customer. CSR parts fall into two categories: • Optional CSR parts – These parts can be replaced by the Customer. Depending on the type of service that was purchased with the Supported Product, Dell may provide an Onsite Technician to replace the parts. • Mandatory CSR parts – These are parts that the Customer must replace themselves. Dell does not provide installation labor for them. If the Customer requests that Dell and/or the Dell Authorized Reseller replace these parts, the Customer will be charged a fee for this service. The freight method used to ship the CSR part is based on the level of service purchased by the Customer. • Service parts for customers with Next Business Day Service will be shipped via a next business day freight method. • Service parts for customers with Three Business Day Service will be shipped via three business day freight service. • Service parts for customers with Return for Repair Service will be shipped via ground freight service. Once the Dell Analyst has determined whether it is necessary to replace a part or return the system, the Customer will be informed of the next steps to take. Depending on the service level that was purchased by the Customer, the following options will apply:

SERVICE PARTS AND RELATED LABOR SERVICES. Regardless of the service response level purchased, some component parts are specifically designed for easy Customer removal and replacement: such parts are designated as Customer Self Replaceable (CSR). If during the diagnosis, the Dell Analyst determines that the repair a Qualified Repair can be accomplished with a CSR designated part, Dell will ship the CSR designated part directly to the Customer. CSR parts fall into two categories: • Optional CSR parts – These parts can be replaced by the Customer. Depending on the type of service that was purchased with the Supported Product, Dell may provide an Onsite Technician to replace the parts. • Mandatory CSR parts – These are parts that the Customer must replace themselves. Dell does not provide automatically dispatch installation labor for them. If the Customer requests that Dell and/or the Dell Authorized Reseller replace these on Mandatory CSR parts, however, ProSupport customers who require assistance can request installation assistance, at no fee, during the Customer will be charged a fee request for this serviceassistance. The freight method used to ship the CSR part is based on the level of service purchased by the Customer. • Service parts for customers with Next Business Day Service will be shipped via a next business day freight method. • Service parts for customers with Return for Repair Service will be shipped via ground freight service. Once the Dell Analyst analyst has determined whether it is necessary to replace a part or return the system, the Customer will be informed of the next steps to take. Depending on the service level that was purchased by the Customer, the following On-Site or Return for Repair procedures apply. On-Site Support On-site response options vary depending on the type of service purchased and whether or not Mission Critical was purchased with Dell ProSupport for IT. Customer’s invoice indicates Customer’s type of on-site response and provided all applicable terms and conditions set forth in this Service Description have been fulfilled, Dell will applydispatch a service technician to the Customer’s business location (indicated on Customer’s invoice or Customer’s applicable separately signed agreement with Dell) as necessary pursuant to the Severity level and applicable on-site response table below: