Service Description for Service Center Fastrack

Transcription

1 Service Description for Service Center Fastrack 1. Overview of Service The Fastrack option is only available when purchased alongside a new Service Center Support Gold, Service from the Start Gold or Service from the Start Gold with Comprehensive Coverage service agreement, or renewals of such agreements. This service may require four (4) to eight (8) weeks advance notice from the acceptance by us of a purchase order before this option can be implemented. Working Days are defined as Monday to Friday, excluding country where service is provided and Czech Republic bank and public holidays. We provide a next Working Day courier exchange of equipment for repair of our products from a pool of equipment owned and held by us. The Customer notifies us through our Customer Interaction Center that the Customer has a faulty unit. We ship a replacement unit from an Exchange pool to the Customer for exchange at the Customer s site on the next Working Day. We maintain the pool of equipment by repairing faulty units at its fully equipped facility in the Czech Republic. The facility employs the same test equipment and components used in the manufacture of our Products. Products are diagnosed and restored to meet their original specifications via: Repairs, alignments, adjustments, and restorations, if appropriate, of any [covered] product(s) that malfunctions whilst being used within the operational and environmental parameters specified by us. Product updates, if applicable, as may be defined from time to time. 2. Telephone Support On discovery of a Product issue a Customer may call us to receive telephone advice and support in relation to the product issue. We provide telephone support coverage, during Monday to Friday between the hours of 8am to 7pm CET ( Support Days ). We shall respond to all calls within four (4) hours during the Support Days. A skilled representative shall respond to the request for support and will: Assess the nature of the problem. Assist/perform problem determination. Manage problem resolution. We shall also provide telephone support coverage for our systems and base software, [excluding custom software modifications and customer configurations], which includes providing: Support for the current version of system and base software, as well as two prior releases. Assistance for completion of a case report. Assistance in verifying a system or base software problem. Interim software updates, local patches, bypasses, and/or documentation that address a verifiable customer problem, whenever available. Updates are delivered in machine-readable format with appropriate documentation. 1

2 3. Contacting us Customer may call us on the following numbers: United Kingdom Austria Sweden Denmark Norway Germany France Italy Spain Netherlands South Africa Other Zebra Responsibilities Provide in country telephone number for customers to log a call on Working Days to have faulty equipment exchanged. Provide call logging service on Working Days: from 9am to 3.30pm. Provide ground/air shipment on all in/outbound replacement equipment on a next Working Day delivery basis in the relevant country by 5.30 p.m. (CET). Calls must be received before 12:00 p.m. (CET) in order for the unit to ship the day the call is placed (with exception of the Czech Republic and country where service is provided official bank holidays as there might be logistic limitations on such days). Store, secure and track the units in the replacement pool. Provide Activity reports to the customer when required. Replenish our owned spare pool by repairing units after courier exchange. Provide replacement pool of spare equipment. We own this equipment and the level of sparing is determined based on planned usage. An example is described below Day Monday Tuesday Activity Customer Calls Us To Log A Faulty Unit Before 12:00 pm (CET), noon. We Ship a Working Unit via Courier Courier/forwarder delivers the (e.g. commissioned) replacement unit at the nominated customer site(s) & hands over to the customer. Courier/forwarder delivers with the replacement unit pre paid identification & packaging material for the return trip of the faulty original device. Customer is encouraged to pack the faulty original unit to the delivered packaging material IMMEDIATELY and hand the prepaid shipment of the faulty unit back to courier/forwarder OR pack the unit in to the delivered packaging material LATER and call local courier/forwarders depot for pick up later Courier/Forwarder Returns The Faulty Unit To Us/ For Repair. Note - If a call is logged with us on Thursday but after the 12:00 pm deadline then this call will be actioned on Friday for delivery to the customer site on Monday. 5. Customer Responsibilities To enable us to provide the service described in this document, the Customer is required to: Ensure the unit being returned is faulty 2

3 Call us in country telephone number or , prior to 12pm to have the replacement equipment delivered to the nominated location following day Communicate to us the contract number, site details, product no, serial number, fault description and other specific information as required for the faulty unit. Provide us with list of all SN s which are covered by the contract. Serial numbers for any covered cradles or other accessories must also be included. Serial numbers must be provided prior to the first request for service. In addition we will not send a replacement for the units which are not covered by the contract. Only faulty units that have been communicated to us will be exchanged. It is the customer s responsibility to ensure that the faulty unit communicated to us is ready for collection at the designated point. Units damaged Beyond Economic repair will be replaced at Customers expense, by our charging Customer at Customers net purchase price A minimum of 50 units of a single product configuration on a 3 year contract is required Pay for any units which are found to be customer abused or physically damaged unless Comprehensive Cover is included. Pay us the list price of any faulty unit not returned within 10 days of receipt of a replacement unit from us. Customer can make an addition to contract by providing us with Purchase Order. Addition to contract has to be done under the same condition as the original agreement. 6. Outside the Scope of Service The Service does not include the following: Customer/ operator abuse, which includes but is not limited to: o misuse of equipment o water damage o cracked displays and o broken plastics; Alterations that have not been authorized by us Operation outside the operating environments as specified on the Product specification Man made or natural disasters affecting the Products, including lightning damage. Damage to consumable items such as paper, cables, print heads, batteries, stylus or chargers, (and any associated equipment or system except as affected by the particular covered product, unless also specifically covered Non-remedial work such as, but not limited to administration and operator procedures, reprogramming, and operator or user training. Performance of any file backup or restoration processes. Completion and testing of application programming or system integration. Where products are submitted to us for repair that are outside the scope of Service, such repairs will require payment by the Customer of additional costs in accordance with our standard time and materials rates, as published from time to time. 7. Comprehensive Coverage Option Comprehensive coverage is included in the majority of Service from the Start contracts (check Solution Builder at for details). In other cases, Comprehensive coverage can be purchased as an additional option to contracts where this is not included. The Comprehensive Coverage option extends normal wear and tear coverage (included under standard service agreement) by including accidental breakage during the use of a device. This offer also extends coverage to styluses, screen protectors, hand straps and battery doors (where applicable) that ship together with selected devices. Please contact your local Services representative for product eligibility and specific details. 3

4 Comprehensive Coverage includes Repairs of external plastics, cosmetic repairs, displays, keyboards, exit windows, triggers or faulty (broken) internal devices that occur during usage. Specific examples of items covered under comprehensive that are not covered under standard contract include restoring, repairing or replacing: o Damaged housings o Cracked or broken displays o Cracked or broken touch screen/digitizers o Cracked or missing keyboards/keypads o Missing or broken triggers o Cracked or damaged exit windows o Missing or damaged styluses. o Missing or damaged hand straps. o Missing or damaged screen protectors. o Missing or damaged battery doors, as applicable. Customer responsibilities When obtaining an RMA, customer must indicate which accessories, identified by part number and/or description, require replacement. If the RMA is initiated through the portal, customer must include this information in the free text comment field. In EMEA an RMA must be obtained prior to sending unit for repair. RMA requests must be sent to CIC Any customer requesting a replacement battery door for applicable products (MC30XX, MC70XX) must indicate whether a standard life (1X) or extended life (2X) battery door is required. If this is not specified, we will ship a battery door as indicated by the product model configuration bill of material as the default replacement part 4

5 Limitations and Restrictions 1. Customer will incur additional charges at the prevailing rates for any of the following activities, which are not covered under this agreement: a. Replacement of consumable parts or accessories, as defined by product, including but not limited to batteries, cables, print heads, carrying cases, paper, diskettes, tapes and ribbons b. Repair of problems caused by natural or manmade disasters, including but not limited to fire, theft, and floods that would cause internal and external component damage or destruction c. Repair of problems caused by deliberate mis-use or use of the device outside of the product s environmental specifications or repaired by a third party d. Repair of problems caused by operator error, unauthorized alterations or attempted repair e. Non-remedial work, including but not limited to administration and operator procedures, reprogramming, and operator or user training f. Problem determination and/or work performed to repair or resolve issues with non-covered products; for example, any hardware or software products not specifically listed on the service order form g. Performance of any file backup or restoration processes other than remote archive and restoration, if that option is purchased h. Completion and test of incomplete application programming or system integration if not contracted by us and specifically listed as covered i. Cosmetic imperfections on external plastics which do not influence functionality and robustness of the unit 2. If a customer returns excessive non-defective units to us, then we shall reserve the right to invoice and Customer shall pay our customary charge for performing reasonably required failure or defect analysis. For the purpose of this clause, the returned non-defective units shall be deemed excessive if, at any time during the term of this Agreement, the non-defective units exceeds ten percent (10%) of the total units returned to us hereunder 3. Customer Fastrack service contracts are priced based on expected return rates and buffer stock inventory. We cannot guarantee service levels committed if Customer consolidates (batch logs) calls. The Customer confirms that they shall not batch log calls under this Agreement. 4. Where ongoing accidental damage is deemed to be excessive, systemic or the result of product mishandling, customer may be subject to an audit. Should such damage continue unabated, customer will incur a repair charge at our discretion and prevailing charges for products deemed to have been damaged through improper handling, carelessness or reckless use. 5. Any customer requesting excessive accessory replacements will be subject to an audit to review its usage profile to determine if there is a systemic issue or abuse leading to higher than expected accessory failure. Where applicable, we will help the customer implement proper accessory usage processes. If the customer is still found to be outside the norm reasonably foreseeable for this service, customer may be subjected to non-renewal and/or cancellation of this option. 6. We are not obligated to provide services for any product if customer fails to comply with the obligations contained in the purchase agreement and/or the software license agreement and/or the Terms and Conditions. We will notify the customer of any incremental charges, related to aforementioned exclusions, prior to completing the repair. 5

6 8. Battery Maintenance Option, when chosen Premium Part Numbers: OPT-MCXX-BATMNT-, OPT-MCXX-BTMT1X-, OPT-MCXX-BTMT2X-, OPT-WT4X-BATMNT- Standard Part Numbers: OPT-MCXX-STBT-, OPT-MCXX-STBT1X-, OPT-MCXX-STBT2X-, OPT-WT4X-STBT-30 The Battery Maintenance option extends Comprehensive Coverage to customers batteries when purchased with an eligible mobile computer and a new three (3)-year Service from the Start with Comprehensive Coverage agreement. To best fit customers business needs, this option is available in two (2) levels: The Premium option provides for unlimited battery replacements The Standard option provides for single battery replacements Zebra Responsibilities 1. In the case of Bronze contract we will track customer entitlement via the standard Return Material Authorization (RMA) process. For Gold contract customer is required to follow standard process using phone or We will provide service center testing with a turnaround time equal to that of the primary service agreement (for example, three (3)-day for Bronze or next business day for Gold). Turnaround time represents the time a unit spends in the repair process; it does not include time in transit. Turnaround times are a target and are not a guarantee. 3. We will test returned batteries to 80% capacity. Batteries that achieve 80% of their rated capacity will be returned to the customer. 4. We will send replacement batteries to the designated customer location when batteries do not achieve 80% of their rated capacity. 5. We will provide for return shipping of replacement batteries from us to the customer-designated location. We will bear all costs and risks associated with this transportation. 6. We will mark batteries that do not achieve 80% of their rated capacity as defective and properly dispose of such batteries. 7. We will provide customer with replacement battery(s), as needed, per contract term: a. Premium option: unlimited battery replacement b. Standard option: single battery replacement 8. We will provide battery testing for customers who purchase the Standard option for the remainder of the service agreement term, even after the allotment of replacement batteries has been exhausted. 9. We will provide a replacement pool of spare batteries. We will store, secure and track batteries in the replacement pool, and provide units to replenish the replacement pool, as needed. 6

7 Customer Responsibilities 1. Prior to returning entitled batteries for repair, customer must request an RMA number for entitlement, tracking and shipping labels by visiting: This site provides details on how to obtain an RMA, and ensures that product repairs are completed as quickly as possible. NOTE: an RMA must be requested using the RMA form. Online RMA portal should not be used. Units received at the service center without an RMA number will be returned in order to obtain the appropriate information for quick repairs. Contact local service centre to log Gold Contract requests or for more information. 2. Customer can send the battery along with the mobile computer to us for testing by following the RMA process. A valid RMA number will be required for battery and unit. If the customer wishes to send the battery to the service center without the device the RMA number must be provided with the battery. Devices or batteries received without the proper RMA paperwork may be destroyed. 3. Customer must package all items to normal commercial standards. Customer must also ensure the RMA number is clearly visible on the outside of the package. Also customer must ensure the package includes supporting documentation. 4. Customer must provide for the safe transport of products to the service center. Customer must also bear all costs and risks associated with this transportation 1. Limitations and Restrictions 1. The Battery Maintenance options cannot be ordered as stand-alone services; they can only be purchased together with three (3)-year Service from the Start with Comprehensive Coverage agreements for eligible mobile products. 2. The number of batteries covered under the Battery Maintenance option must be equal to the number of mobile computers covered by the Service from the Start with Comprehensive Coverage agreement. Customer cannot purchase partial coverage (for example, customer cannot place 100 mobile computers under a Service from the Start with Comprehensive Coverage agreement and only cover 50 of those devices under the Battery Maintenance option). 3. This service only applies to new sales. 4. This service is only available for original batteries shipped with our devices. 5. Customer must initiate service requests through the RMA process using a contracted unit serial number or by contacting a local service center for the Return Material Authorization number and any special shipping instructions. 6. Failure to return defective battery within 30 days of receipt of a replacement unit from us will result in charging for cost of replacement 7. Any customer requesting excessive replacements as part of the Premium option may be subject to an audit to review its battery management processes. Where applicable, we will help the customer implement proper battery management processes. If the customer is still found to be outside the norm reasonably foreseeable for this service, it may be subjected to non-renewal and/or cancellation of this option. We are not obligated to provide services for any product if customer fails to comply with its obligations in the purchase or license agreements or the Terms and Conditions. 1 In the U.K., we will bear all costs and risks associated with this transportation for Fastrack-level service 7

8 9. Commissioning Service Option, when chosen Part Numbers: OPT- COMM and OPT- ADCCOMM- The Commissioning Service option is a bundled offer that combines the features of Application Loading option with those of the Configuration Management option: Application Loading (applies to RF and batch terminals): archives and reloads software applications onto products at the time of repair Configuration Management (applies to RF and batch terminals, scanners, and access points): loads sitespecific information, such as IP addresses, onto products under contract at the time of repair Zebra Responsibilities 1. We will archive the latest version of the customer s application. 2. We will reload software applications onto products at the time of repair. 3. We will archive site-specific information, such as IP addresses and radio frequency IDs. 4. We will load site-specific information onto products under contract prior to return shipment. 5. We will implement a customer s port key licenses and the currently released version of entitled software on the new device prior to shipment. Customer Responsibilities 1. Customer must provide us with all necessary components, including IP addresses, software configurations and port key licenses, to load and configure the device along with instructions. 2. Customer must send applications and loading instructions, including updates and/or revisions, to us 10 business days prior to implementation of this service. 3. Customer must provide a test unit to us, which we will load and configure. We will return the unit to customer for validation and approval. NOTE: implementation of this service is dependent upon customer approval and validation of the provided test unit s configuration. 4. Customer must provide all site-specific information, including application updates and/or changes, in the format specified by our format at least 10 business days prior to implementation. 5. Customer is responsible for activating wide area network (WAN)-enabled devices with its WAN provider. Limitations and Restrictions 1. The Commissioning Service option cannot be ordered as a stand-alone service. It can be only be ordered alongside: Service Center Support Bronze; Service from the Start Service Center Support Bronze; Advance Exchange Support; or Service from the Start Advance Exchange Support agreements 2. This service is not available on any flat rate or time and material (T&M) repairs. 3. Although commercially reasonable efforts will be made to keep customer s IP addresses, special configurations and security codes stored at our facilities fully protected, we disclaim any and all liability resulting from a failure to keep such customer s security codes protected. 4. This agreement does not provide for the activation of the WAN-enabled device on the customer s WAN provider s network. If the repair of a WAN-enabled device requires the replacement of the WAN radio, the customer will need to activate the device on its wide area network provider s network. 5. We are not obligated to provide services for any product if customer fails to comply with its obligations in the purchase or license agreement or the attached Terms and Conditions. 8

9 10. Service Description for Battery Refresh Option Service Available Service Part Numbers OPT-ES400BR-SB-30 OPT-ES400BR-SB-20R OPT-ES400BR-EB-30 OPT-ES400BR-EB-20R OPT-M9190BR-SB-30 OPT-M9190BR-SB-50 OPT-M9190BR-SB-2R OPT-MC65XXBR-EB-30 OPT-MC65XXBR-EB-50 OPT-MC65XXBR-EB-2R OPT-MC75XXBR-SB-30 OPT-MC75XXBR-SB-50 OPT-MC75XXBR-SB-2R OPT-MC75XXBR-EB-30 OPT-MC75XXBR-EB-50 OPT-MC75XXBR-EB-2R OPT-MC3190BR-SB-30 OPT-MC3190BR-SB-50 OPT-ET1BR-SB-20R OPT-MC21XXBR-SB-30 OPT-MC3190BR-SB-2R OPT-MC3190BR-EB-30 OPT-MC3190BR-EB-50 OPT-MC3190BR-EB-2R OPT-ET1BR-SB-30 OPT-MC21XXBR-SB-50 OPT-MC21XXBR-SB-2R OPT-MC95XXBR-SB-30 OPT-MC95XXBR-SB-50 OPT-MC95XXBR-SB-2R OPT-MC67XXBR-EB-30 OPT-MC67XXBR-EB-50 OPT-MC67XXBR-EB-2R OPT-WT4090BR-SB-30 OPT-WT4090BR-SB-50 OPT-WT4090BR-SB-2R OPT-WT4090BR-EB-30 OPT-WT4090BR-EB-50 OPT-WT4090BR-EB-2R The Battery Refresh option ( Service ) extends Service From The Start with Comprehensive Coverage to End-User Customers batteries purchased with a three (3) or five (5) year Service from the Start with Comprehensive Coverage agreement or a two-year renewal thereof ( Contract ) for eligible Mobile Computing devices 2. Definitions: Agreement shall mean the underlying PartnerEmpower agreement or other terms governing the purchase of this Service Customer shall mean the entity signing this Contract with us. Device(s) shall mean our eligible Mobile Computing devices covered by a Contract, as defined above. End-User Customer shall mean the Customer or, in case the Customer is a member of our PartnerEmpower channel program, the ultimate user of the Service ultimate user of the Service, and whose Devices are the object of the Service. Service description: The Service provides a consolidated shipment of replacement batteries of type specified by the Service part number ordered for each Device, in one shipment to a single End-User Customer-designated location At eighteen (18) months of a three (3) year Contract, or Eighteen (18) and thirty six (36) months of a five (5) year Contract, or Within twelve (12) weeks of the Contract start date in case of a 2 year Service From the Start with Comprehensive Coverage renewal. Note due to manufacturing lead times there may be occurrences when the shipments will take longer than the specified twelve (12) weeks Should the Customer require replacement batteries prior to the above timeline we will require twelve (12) weeks notice to deliver to this new specified date. Please note that lead times may vary and, while we will endeavor to meet the earlier shipment dates requested, the actual delivery date(s) will be confirmed once a pull forward instruction is received. There will be a minimum order quantity of ten (10) Service units for any of the above available Service part numbers. (One Service part number represents one replacement battery). 2 Eligible Devices for this Service: WT4090, ES400, MC9190, MC65XX, MC67XX, MC75XX, MC95XX, MC3190, ET1. 9

10 Zebra Responsibilities 1. Service Provision. We will ensure the correct batteries are ordered at the right time to ensure the predetermined Service delivery date can be met. One (1) battery refresh will be made for three (3) year or two (2) year renewal Contracts and two (2) battery refreshes will be made for five (5) year Contracts. 2. Communication. We will inform the Customer via of the planned battery shipment date within thirty (30) days before that date. The communication will include the quantities and types of batteries, the delivery address and the expected date of delivery. 3. Transportation. For EMEA and NA, we will ship batteries to one (1) Customer location in one (1) consolidated shipment per Service order. The Inco terms that apply to product shipments, per the Agreement, will also apply to battery shipments under this Service. For LAC, FCA incoterms apply to all of the Region. We will ship batteries to a freight forwarder of the customer s choice in a US based location. The shipment will be in one consolidated shipment. 4. Disposal of old batteries. We offer to dispose of original batteries in an environmentally responsible way, (Specific details per region and per country, charges may apply and may not be available in all countries). Customer Responsibilities 1. Communication. On receipt of the notification of planned shipment date, the Customer must respond via to us within five (5) working days, verifying that the shipment numbers and address is correct as communicated by us in accordance with previous section, point 2. Failure to do so may delay shipment. 2. Disposal of old Batteries. Customer should ensure all batteries to be disposed of are collected and packaged as per regional and country specific requirements. 3. Early refresh. Customer must give twelve (12) weeks notice to us if early shipment of replacement batteries is required. Please note that lead times may vary and, while we will endeavor to meet the earlier shipment dates requested, the actual delivery date(s) will be confirmed once a pull forward instruction is received. 4. LAC Customers. LAC customers are responsible defining a US based freight forwarder to which we will ship the batteries. The Customer will be the importer of record and is responsible for paying any transportation charges from the freight forwarders location, taxes and any other charges that may apply. Limitations and Restrictions 1. The Service cannot be ordered as stand-alone item; it can only be purchased together with three (3) or five (5) year Contract and two (2) year renewals for eligible Devices The number of batteries covered by the Service must be equal to the number of Devices covered by the referenced Contracts. Additionally, Customers may also purchase the Service to cover spare batteries purchased at the time of the Device purchase, but must do so at the same time as purchasing the Service for the original (non-spare) batteries. 3. Customer cannot purchase partial coverage (for example, Customer cannot place one hundred (100) Devices under a Contract and only cover fifty (50) of those Devices under the Service). 4. This Service only applies to new sales of Devices placed under a Contract. 5. This Service is only available for original batteries shipped with our devices. 6. Changes in the predetermined shipment date does not change the number of battery refresh shipments the Customer is entitled to under the terms of the Service. 7. The Service is only available for the Devices listed below This Service is incorporated into and subject to the terms of the Agreement. 9. For renewals and Early refresh, due to manufacturing lead times, there may be occurrences when the shipments will take longer than the specified twelve (12) weeks. 3 Eligible Devices for this Service: WT4090, ES400, MC9190, MC65XX, MC67XX, MC75XX, MC95XX, MC3190, ET1. 4 Eligible Devices for this Service: WT4090, ES400, MC9190, MC65XX, MC67XX, MC75XX, MC95XX, MC3190, ET1. 10

11 Availability The Service is offered in all geographies within the LAC, EMEA and North America regions, in which we offer Service from the Start with Comprehensive Coverage agreements. Note specific regional terms apply. To check availability in a particular country or for further details, please contact an Enterprise Mobility Services representative by visiting: 11