Hardware Appendix

Imprivata, Inc. (“Imprivata”) will provide to you (“Customer”) the hardware warranty as further described herein for Customer’s purchase of Hardware pursuant to the Master Cloud Services Agreement. The descriptions that follow apply only to the Imprivata branded hardware device warranty offered directly from Imprivata, which include the Imprivata name or emblem printed on the device. The Imprivata branded hardware device warranty is provided for manufacturer defects only and does not cover any Imprivata branded hardware device damaged due to misuse or unintended use of such device. Terms not otherwise defined herein shall be defined as set forth in the Master Cloud Services Agreement.

Imprivata Branded Device Warranty

1. The Imprivata branded hardware device warranty commences on the date Imprivata ships the Imprivata branded hardware device and continues for a period of twelve (12) months (the “Hardware Warranty”). In the event Imprivata’s manufacturer provides Imprivata with a longer warranty period for any such Imprivata branded hardware device, Imprivata will pass along any such additional warranty period to Customer.
2. The Hardware Warranty applies to Imprivata branded hardware devices only. The Hardware Warranty does not apply to non-branded third-party authentication devices. Imprivata will pass along the manufacturer’s warranty for all non-branded third-party authentication devices.
3. During the Hardware Warranty, if any Imprivata branded hardware device is determined to be defective by Imprivata Support, said hardware will be replaced at no additional charge according to the terms herein. Defective hardware is not repaired onsite. In the event an Imprivata branded hardware device in need of replacement is no longer commercially available from the manufacturer, Customer will be entitled to the then-current equivalent Imprivata branded hardware device model at the time of such replacement.

Imprivata Branded Hardware Device Return and Repair

1. During the Hardware Warranty period
   1. If Imprivata Support determines the Imprivata branded hardware device is defective, a standard service pre-paid electronic return label will be issued to Customer for the return of the defective Imprivata branded hardware device. Customer is responsible for properly packaging the defective Imprivata branded hardware device for shipment.
   2. Once the defective Imprivata branded hardware device is received per the issued return label, Imprivata will repair the defective Imprivata branded hardware device at no cost to Customer, including shipping and handling costs. If the defective Imprivata branded hardware device cannot be repaired, it will be replaced with a new Imprivata branded hardware device. Imprivata’s repair or replacement of the defective Imprivata branded hardware device as set forth above does not extend the Hardware Warranty. In the event an Imprivata branded hardware device in need of replacement is no longer commercially available from the manufacturer, Customer will be entitled to the equivalent Imprivata branded hardware device model at the time of such replacement.
2. After the Hardware Warranty period
   1. If Imprivata Support determines that the Imprivata branded hardware device is defective, Customer may purchase replacement Imprivata branded hardware device at Imprivata’s then-current price. For purposes of clarification, any replacement of a defective Imprivata branded hardware device purchased by Customer will include a new Hardware Warranty. In the event an Imprivata branded hardware device in need of replacement is no longer commercially available from the manufacturer, Customer would need to purchase the then-current other available Imprivata branded hardware device model.
   2. If a future release of Imprivata software requires a later model of Imprivata branded hardware device, Customer may purchase a replacement for the later model Imprivata branded hardware at Imprivata’s then-current price. For purposes of clarification, any replacement purchased by Customer for the later model Imprivata branded hardware device will include a new Hardware Warranty.

Imprivata Customer Support.

1. Customers can find information on Imprivata’s customer support services in the Imprivata Customer Support Handbook available on the Imprivata Support and Learning Center website. This includes information on:
   1. Contact information and standard support hours
   2. Support case handling process
   3. Case priority classifications and service level response times
2. The Imprivata Support and Learning Center website can be found at the following URL: http://support.imprivata.com. Login credentials are required to access to the Imprivata Support and Learning Center. Customer may register as a new contact at the same URL.