Image Access Service Agreement.pdf

Service Agreements Overview

PRODUCTS COVERED SERVICES PROVIDED

Bookeye® ClickMini® BookEdge® WideTEK® Scanners Technical Support provided by Phone, Email and Webinar BSCAN ILL® Document Delivery Workflow On-site* and Depot Equipment Repair MOBILE ILL Central Control Software and Cart Software Equipment Loan and Replacement Parts (Shipping Included*) Opus FreeFlow®/WorkFlow® Preservation Scanning Software Software and Documentation Updates; Including Major Releases KIC® Self-serve Scanning Systems Discounted Rates for Software Customization Certain 3rd party scanners Trade-in Credit toward the purchase of a new product/package

No Finger Pointing Between Vendors Our Service handles the hardware and the Software. Whatever the problem seems to be, simply email or call our support team of highly trained and technically qualified service representatives and they will diagnose and repair hardware and software together.

One Low, Fixed Cost to Keep You Operational No haggling over every repair bill, no more budget approval needed, and no wasting time managing each service call.

Software Subscription Included Your service agreement with DLSG provides free software updates, including new features, enhancements and fixes for both the hardware and software in your DLSG systems.

High-cost Repairs and Full Replacement Included You re even covered for the most expensive repairs, including full replacement of any hardware component.

Efficient Service Model Means Low Prices Our "hub and spoke" service model for our direct service areas allows us to maintain the highest staff training standards possible and provide the highest quality service possible.

Outside the US and Germany, we rely on value added resellers.

* U.S. and Canada only Priority Response As our service agreement client, you will receive the highest level of response available in the industry.

Phone, Email & Webex Support If you have a question, our technical staff is prepared to assist our service agreement clients at no additional charge.

Access to Our Parts Inventory We determine in advance the necessary parts to keep on hand at our facilities to prevent unnecessary down time when you have a problem. We also keep an extensive stock of loaner equipment.

Installation, Support & Training From delivery to set up and support, we're here to help. We'll also train your staff. Training continues throughout our relationship with you. On-site and webinar training are available to meet your staff's busy schedule. User manuals, instructional videos, group and training are just some of the services we offer. Ask us for more details!

I'm extremely impressed with the level of service and dedication.

lways a pleasure using DLSG products!

Heidi Nance, Head Interlibrary Loan, University of Washington

© 2026 Image Access, Inc. All rights reserved.

Premium Service Agreement

PRODUCTS COVERED SERVICES PROVIDED

Bookeye® ClickMini® BookEdge® WideTEK® Scanners Technical Support provided by Phone, Email and Webinar

BSCAN ILL Document Delivery Workflow On-site and Depot Equipment Repair

MOBILE ILL Central Control Software and Cart Software Equipment Loan and Replacement Parts (Shipping Included)

Opus FreeFlow/Workflow Preservation Scanning Software Software and Documentation Updates; Including Major Releases KIC Self-serve Scanning Systems Discounted Rates for Software Customization Certain 3rd party scanners Trade-in Credit toward the purchase of a new product/package

Service Duration and Prices The Premium Service Agreement is a required purchase for the first year. Coverage begins after the installation date and lasts for a term of one year. Renewal for second and subsequent years is optional. Each year, approximately 45 days before your Premium Service program expires you will be sent a quote/invoice for renewal.

Like most digital technology vendors, DLSG offers full service for five years. However, unlike other vendors, DLSG does not require, but instead, recommends replacement at that time, and in addition, DLSG offers service agreements at regular prices for an additional two years, for a total of seven years.

Service Agreement prices normally increase 3% annually for inflation but can increase by a higher percentage if inflation is higher than 3%.

In special cases, DLSG will offer extensions for eighth and ninth years of service. However, due to significantly higher service costs, including costs of maintaining a supply of compatible replacement parts, a higher chance of high-cost repairs or full replacement, and potentially higher software subscription costs, annual service agreements for the eighth year is increased by 20% plus the usual annual inflation adjustment, and again by 20% more plus the inflation adjustment for the ninth year.

Documentation and Support Hardware products are shipped with Setup/Assembly and Operation Manuals. Product information and technical specifications may be found at www.DLSG.com. To obtain additional copies of setup manuals or to ask questions regarding installation, operation, and service, please contact our Service Department. at 1-800-378-5432, Ext. 4, or send email to ServiceDepartment@DLSG.com.

Software products are shipped with a User's Manual which includes installation instructions. KIC systems contain Unpacking & Assembly instructions, and a Setup Guide. For additional copies or for technical assistance contact our Service Department at 800-378-5432, Ext. 4.

Technical Support The sudden loss of productivity, even temporarily, may seriously affect your ability to meet commitments. Downtime can become very expensive when both the actual cost of the repair and lost productivity are considered. Image Access products have been designed to provide the functionality, performance and durability required to provide uninterrupted service in busy production environments. Our Premium Service Agreement is your assurance of minimal downtime.

Equipment Repair, Loan, & Replacement, Including Telephone Problem Isolation Support For expedited problem determination, technicians connect to and diagnose scanners through the internet. For large scanners, such as the Bookeye® V1A, WideTEK® 36/42/48, and at its discretion, other scanners, Image Access will service the scanner on-site within 24 72 hours of report and determination of equipment failure. For other scanner models (e.g., Bookeye® V2 and V3, WideTEK® A2 and A3, Click Mini® and BookEdge®), Im 48 hours of report and determination of equipment failure.

ner provided by Image Access is scanner (e.g., rance is the same or better), Image Access reserves the right to permanentl Image Access will bear all shipping costs, provided shipping arrangements are made by Image Access and the customer follows Imag scanner return procedures.

Allow an additional 5 business days for customers outside of the Continental US (Alaska, Canada, Hawaii, Caribbean, etc.).

Software & Hardware Update Procedures Software updates and firmware updates for hardware are a very important part of the life cycle of a product.

Software: Customers will receive an email notification as updates are released. The customer may contact our Service Department to schedule its deployment and training, or the Service Department may contact the customer.

Hardware: Firmware updates can resolve unique hardware function problems, and as such are not required for every customer. Our Service Department personnel will determine whether a firmware update is appropriate and will notify you.

Service Duration and Prices The Premium Service Agreement is a required purchase for the first ye of one year. Renewal for second and subsequent years is optional. Each year, approxim Agreement is a required purchase for the first year. Coverage begins after the installation date and lasts for of one year. Renewal for second and subsequent years is optional. Each year, approximately 45 days before your a term of one year. Renewal for second and subsequent years is optional. Each year, approxim Premium Service program expires you will be sent a quote/invoice for of one year. Renewal for second and subsequent years is optional. Each year, approximately 45 days before your program expires you will be sent a quote/invoice for al. Premium Service program expires you will be sent a quote/invoice for program expires you will be sent a quote/invoice for renewal.

Like most digital technology vendors, DLSG offers full service for five years. However, unlike other vendors, DLSG does not require, but instead, ommends replacement at that time, and in addition, DLSG offers ervice agreements at regular prices require, but instead, recommends replacement at that time, and in addition, DLSG offers service agreements at regular prices an additional two years for a total of seven years at regular prices for an additional two years, for a total of seven years.

Service Agreement prices normally increase 3% annually for inflation but can increase by a higher percentage if inflation is higher than 3%than 3%.

In special cases, DLSG will offer extensions for eighth and ninth years of service. However, due to significantly higher service , including costs of maintaining a supply of compatible replacement parts, higher chance of high cost repairs or full costs, including costs of maintaining a supply of compatible replacement parts, a higher chance of high-cost repairs or full replacement and potentially higher software subscription costs, annual service ag eements for the eighth is increased by replacement, and potentially higher software subscription costs, annual service agreements for the eighth year is increased by 20% plus the usual annual inflation adjustment, and again by 20% more plus the inflation adjustment for the ni th year.

s increased by 20% plus the usual annual inflation adjustment, and again by 20% more plus the inflation adjustment for the ninth year.

Scanner Warranty and Service Exclusions The Manufacturer's Warranty and the Premium Service Agreement do not apply to scanners that have been exposed to one or more of the following conditions:

Damage resulting from accident, alteration, misuse, abuse, fire, flood, acts of God, improper installation, or use of products not approved by Image Access.

Damages resulting from improper packaging and shipping of returned equipment; not in accordance with Image Access' shipping guidelines.

Rem icit permission, or breakage of a connector, cover, glass, seal, etc.

Damage or failures incurred from service, modification(s) or repair(s) not performed by Image Access, including tampering, use of counterfeit or other non-Image Access components, assemblies, accessories, or modules.

Repairs to parts or systems resulting from unauthorized modifications.

Damage or failures caused by misuse, unreasonable handling or service, mistreatment, operator error, failure to provide proper supervision or service, including use of cleaning products or other accessories not approved by Image Access or use in contravention of recommended procedures or specifications.

Damage or failures caused by environmental conditions such as excessive heat, moisture or other unsuitable physical operating environment, corrosion, staining, electrical work external to the product or failure to provide electrostatic discharge (ESD) protection as needed.

If a major service repair is required on equipment that has been used excessively, Image Access reserves the right to charge an additional ½¢ - 1¢ per scan for scans beyond the rated usage (pro rata). See table below for rated usage assuming a 5-year product life.

Rated Usage over 5 Year Life

Excessive Use Fee at Image Access' discretion

BookEdge System Face-down Scanning ½ million scans 1¢ per scan

Click Mini Systems Face-up Scanning ½ million pages 2¢ per page

Bookeye Systems Face-up Scanning 2 million pages 1¢ per page

Disclaimer and Limitation of Liability

EXCEPT AS OTHERWISE STATED IN THE MANUFACTURER'S WARRANTY AND TO THE EXTENT PERMITTED BY APPLICABLE LAW, IMAGE ACCESS MAKES NO REPRESENTATION OR WARRANTY, EXPRESS OR IMPLIED, WITH RESPECT TO IMAGE ACCESS PRODUCTS. IMAGE ACCESS DISCLAIMS ANY LIABILITY FOR INDIRECT, CONSEQUENTIAL, PUNITIVE, OR SPECIAL DAMAGES, INCLUDING WITHOUT LIMITATION DAMAGES FOR LOST DATA, LOST REVENUE, LOST PROFITS, OR REPLACEMENT PRODUCT COSTS ARISING OUT OF THE PURCHASE, USE, OR PERFORMANCE OF IMAGE ACCESS PRODUCTS, EVEN IF IMAGE ACCESS HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES SO THIS LIMITATION OR EXCLUSION MAY NOT APPLY TO SOME CUSTOMERS. IMAGE ACCESS DISCLAIMS ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE AFTER THE PERIOD OF THE MANUFACTURER'S WARRANTY, AND DISCLAIMS ANY IMPLIED WARRANTY ARISING FROM A COURSE OF PERFORMANCE, DEALING, USAGE, OR TRADE PRACTICE. SOME STATES DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY

LASTS, SO THIS LIMITATION MAY NOT APPLY TO SOME CUSTOMERS.

TO THE EXTENT PERMITTED BY APPLICABLE LAW, THIS MANUFACTURER'S WARRANTY GIVES THE CUSTOMER SPECIFIC LEGAL RIGHTS, AND THE CUSTOMER MAY HAVE OTHER LEGAL RIGHTS THAT VARY FROM STATE TO STATE.

THE PRICE OF PRODUCTS DISTRIBUTED BY IMAGE ACCESS OR ITS AUTHORIZED DEALERS REFLECTS THE ALLOCATION OF RISK ARISING FROM THE WARRANTY EXCLUSIONS AND THIS DISCLAIMER AND LIMITATION OF LIABILITY. IF THERE IS ANY CONFLICT BETWEEN OTHER SECTIONS OF THIS DOCUMENT AND THE MANUFACTURER'S WARRANTY, THE TERMS OF THE MANUFACTURER'S WARRANTY PREVAIL TO THE EXTENT PERMITTED BY APPLICABLE LAW. IMAGE ACCESS RESERVES THE RIGHT TO CHANGE AT ANY TIME AND WITHOUT PRIOR NOTICE ANY OF ITS PROCEDURES FOR

OBTAINING WARRANTY AS SET FORTH IN THIS DOCUMENT.

Customer Responsibility BY REQUESTING SERVICE, THE ELIGIBLE CUSTOMER ACKNOWLEDGES THE TERMS OF THE MANUFACTURER'S

WARRANTY, INCLUDING THE DISCLAIMER AND LIMITATION OF LIABILITY PROVISIONS.

© 2026 Image Access, Inc. All rights reserved.