Service Description for Service Center- Bronze

Transcription

1 Service Descriptin fr Service Center- Brnze 1. Overview f Service We prvide Service Center Supprt fr repair f prducts frm its fully equipped facility. The facility emplys the same test prcesses and cmpnents used in the manufacture f ur Prducts. Prducts are diagnsed and restred t functinal specificatins via: Repairs, alignments, adjustments, and restratins, if apprpriate, f any [cvered] prduct(s) that malfunctins whilst being used within the peratinal and envirnmental parameters specified by us. Prduct updates, if applicable, as may be defined frm time t time. Defined telephne supprt 2. Telephne Supprt On discvery f a Prduct issue a Custmer may call us t receive telephne advice and supprt in relatin t the prduct issue. We prvide telephne supprt cverage, during Mnday t Friday between the hurs f 8am t 7pm CET ( Supprt Days ). We shall respnd t all calls within fur (4) hurs during the Supprt Days. A skilled representative shall respnd t the request fr supprt and will: Assess the nature f the prblem. Assist/perfrm prblem determinatin. Manage prblem reslutin. We shall als prvide telephne supprt cverage fr ur systems and base sftware, [excluding custm sftware mdificatins and custmer cnfiguratins], which includes prviding: Supprt fr the current versin f system and base sftware, as well as tw prir releases. Assistance fr cmpletin f a case reprt. Assistance in verifying a system r base sftware prblem. Interim sftware updates, lcal patches, bypasses, and/r dcumentatin that address a verifiable custmer prblem, whenever available. Updates are delivered in machine-readable frmat with apprpriate dcumentatin. Rev. 19/03/2015 1

2 3. Cntacting us Custmer may call us n the fllwing numbers: Saudi Arabia (0) United Kingdm Austria Sweden Denmark Nrway Germany France Italy Spain Netherlands Suth Africa Other Turnarund Time Frm the date the Custmer submits the Prduct t ur Repair Centre, the fllwing is what typically ccurs Day 0 Prduct received in Lcal Cuntry by us r by Lgistics Prvider Day 1 Prduct received in Service Centre Day 2 Prduct being repaired by Service Centre Day 3 Prduct repaired by Service Centre and shipped Day 4 Prduct received by Custmer We aim t repair any prduct within a 3 day perid in the Service Centre. As Prduct issues vary in severity, turnarund times are an bjective and are nt a guarantee. The service is prvided Mnday t Friday excluding bserved hlidays. The service shall be prvided using all reasnable skill and care. We shall arrange shipment n all utbund repairs t specified Custmer delivery lcatin, and bear all csts and risks assciated with this We guarantee that Prducts will perfrm within the riginal prduct specificatin within all specified peratinal and envirnmental parameters fr 30 days frm date f return shipment t Custmer. Where prducts are beynd repair, r t ensure the fastest reslutin f the prduct issue and return t Custmer, we reserve the right t return t the Custmer the same Prduct type and Cnfiguratin as was submitted fr repair but nt the identical prduct serial number as riginally submitted. Rev. 19/03/2015 2

3 5. Custmer Respnsibilities T enable us t prvide the service described in this dcument, the Custmer is required t: Send the unit t the designated address fr Service Centre r In Cuntry Lgistics Pint with a cmpleted Repairs Return Frm. Cmmunicate t us the serial numbers f Prducts by cmpleting the Service Order Frm, r by ther suitable means. On submissin fr repair, package all items t nrmal cmmercial standards. Our riginal packaging is recmmended where pssible. Arrange carriage f the prducts t the Service Centre r In Cuntry Lgistics Pint and bear all csts and risks assciated with this transprtatin. At ur request, where remte dial access is required t enable fault diagnsis, supply mdem and phne line at the Custmer s site. 6. Outside the Scpe f Service The Service des nt include the fllwing: Custmer/ peratr abuse, which includes but is nt limited t: misuse f equipment water damage cracked displays and brken plastics; Alteratins that have nt been authrized by us Abnrmal perating envirnments as specified n the Prduct specificatin Man made r natural disasters affecting the Prducts, including direct lightning damage. Damage t cnsumable items such as tapes, diskettes, ribbns, paper, cables, print heads, batteries r chargers, and any assciated equipment r system except as affected by the particular cvered prduct, unless als specifically cvered; Nn-remedial wrk such as, but nt limited t administratin and peratr prcedures, reprgramming, and peratr r user training; perfrmance f any file backup r restratin prcesses; Cmpletin and testing f applicatin prgramming r system integratin, if nt specifically listed in the SOF. Where prducts are submitted t us fr repair that are utside the scpe f Service, such repairs will require payment by the Custmer f additinal csts in accrdance with ur standard time and materials rates, as published frm time t time. Prir t carrying ut such repair, we shall issue a qute t the Custmer fr apprval. 7. Cmprehensive Cverage Optin, when chsen Rev. 19/03/2015 3

4 Cmprehensive cverage is included in the majrity f Service frm the Start cntracts (check Slutin Builder at fr details). In ther cases, Cmprehensive cverage can be purchased as an additinal ptin t cntracts where this is nt included. The Cmprehensive Cverage ptin extends nrmal wear and tear cverage (included under standard service agreement) by including accidental breakage during the use f a device. This ffer als extends cverage t styluses, screen prtectrs, hand straps and battery drs (where applicable) that ship tgether with selected devices. Please cntact yur lcal Services representative fr prduct eligibility and specific details. Cmprehensive Cverage includes Repairs f external plastics, csmetic repairs, displays, keybards, exit windws, triggers r faulty (brken) internal devices that ccur during usage. Specific examples f items cvered under cmprehensive that are nt cvered under standard cntract include restring, repairing r replacing: Damaged husings Cracked r brken displays Cracked r brken tuch screen/digitizers Cracked r missing keybards/keypads Missing r brken triggers Cracked r damaged exit windws Missing r damaged styluses. Missing r damaged hand straps. Missing r damaged screen prtectrs. Missing r damaged battery drs, as applicable. Custmer respnsibilities When btaining an RMA, custmer must indicate which accessries, identified by part number and/r descriptin, require replacement. If the RMA is initiated thrugh the prtal, custmer must include this infrmatin in the free text cmment field. In EMEA an RMA must be btained prir t sending unit fr repair. RMA requests must be sent t CIC. Any custmer requesting a replacement battery dr fr applicable prducts (MC30XX, MC70XX) must indicate whether a standard life (1X) r extended life (2X) battery dr is required. If this is nt specified, we will ship a battery dr as indicated by the prduct mdel cnfiguratin bill f material as the default replacement part Rev. 19/03/2015 4

5 Limitatins and Restrictins 1. Custmer will incur additinal charges at the prevailing rates fr any f the fllwing activities, which are nt cvered under this agreement: a. Replacement f cnsumable parts r accessries, as defined by prduct, including but nt limited t batteries, cables, print heads, carrying cases, paper, diskettes, tapes and ribbns b. Repair f prblems caused by natural r manmade disasters, including but nt limited t fire, theft, and flds that wuld cause internal and external cmpnent damage r destructin c. Repair f prblems caused by deliberate mis-use r use f the device utside f the prduct s envirnmental specificatins r repaired by a third party d. Repair f prblems caused by peratr errr, unauthrized alteratins r attempted repair e. Nn-remedial wrk, including but nt limited t administratin and peratr prcedures, reprgramming, and peratr r user training f. Prblem determinatin and/r wrk perfrmed t repair r reslve issues with nn-cvered prducts; fr example, any hardware r sftware prducts nt specifically listed n the service rder frm g. Perfrmance f any file backup r restratin prcesses ther than remte archive and restratin, if that ptin is purchased h. Cmpletin and test f incmplete applicatin prgramming r system integratin if nt cntracted by us and specifically listed as cvered i. Csmetic imperfectins n external plastics which d nt influence functinality and rbustness f the unit 2. Where nging accidental damage is deemed t be excessive, systemic r the result f prduct mishandling, custmer may be subject t an audit. Shuld such damage cntinue unabated, custmer will incur a repair charge at ur discretin and prevailing charges fr prducts deemed t have been damaged thrugh imprper handling, carelessness r reckless use. 3. Any custmer requesting excessive accessry replacements will be subject t an audit t review its usage prfile t determine if there is a systemic issue r abuse leading t higher than expected accessry failure. Where applicable, we will help the custmer implement prper accessry usage prcesses. If the custmer is still fund t be utside the nrm reasnably freseeable fr this service, custmer may be subjected t nn-renewal and/r cancellatin f this ptin. 4. We are nt bligated t prvide services fr any prduct if custmer fails t cmply with the bligatins cntained in the purchase agreement and/r the sftware license agreement and/r the Terms and Cnditins. 5. Cmprehensive Cverage Optin fr the PPT88XX (OPT-COMPPPT88XX-30) The Cmprehensive Cverage ptin fr the PPT88XX is nly available fr the PPT88XX mbile cmputer. This service can nly be purchased alngside a three (3)-year Service frm the Start Brnze with Cmprehensive Cverage r Service frm the Start Gld with Cmprehensive Cverage agreement. We will ntify the custmer f any incremental charges, related t afrementined exclusins, prir t cmpleting the repair. Rev. 19/03/2015 5

6 8. Battery Maintenance Optin, when chsen 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 ptin extends Cmprehensive Cverage t custmers batteries when purchased with an eligible mbile cmputer and a new three (3)-year Service frm the Start with Cmprehensive Cverage agreement. T best fit custmers business needs, this ptin is available in tw (2) levels: The Premium ptin prvides fr unlimited battery replacements The Standard ptin prvides fr single battery replacements Zebra Respnsibilities 1. In the case f Brnze cntract we will track custmer entitlement via the standard Return Material Authrizatin (RMA) prcess. Fr Gld cntract custmer is required t fllw standard prcess using phne r We will prvide service center testing with a turnarund time equal t that f the primary service agreement (fr example, three (3)-day fr Brnze r next business day fr Gld). Turnarund time represents the time a unit spends in the repair prcess; it des nt include time in transit. Turnarund times are a target and are nt a guarantee. 3. We will test returned batteries t 80% capacity. Batteries that achieve 80% f their rated capacity will be returned t the custmer. 4. We will send replacement batteries t the designated custmer lcatin when batteries d nt achieve 80% f their rated capacity. 5. We will prvide fr return shipping f replacement batteries frm us t the custmer-designated lcatin. We will bear all csts and risks assciated with this transprtatin. 6. We will mark batteries that d nt achieve 80% f their rated capacity as defective and prperly dispse f such batteries. 7. We will prvide custmer with replacement battery(s), as needed, per cntract term: a. Premium ptin: unlimited battery replacement b. Standard ptin: single battery replacement 8. We will prvide battery testing fr custmers wh purchase the Standard ptin fr the remainder f the service agreement term, even after the alltment f replacement batteries has been exhausted. 9. We will prvide a replacement pl f spare batteries. We will stre, secure and track batteries in the replacement pl, and prvide units t replenish the replacement pl, as needed. Rev. 19/03/2015 6

7 Custmer Respnsibilities 1. Prir t returning entitled batteries fr repair, custmer must request an RMA number fr entitlement, tracking and shipping labels by visiting: prtal.zebra.cm This site prvides details n hw t btain an RMA, and ensures that prduct repairs are cmpleted as quickly as pssible. NOTE: an RMA must be requested using the RMA frm. Online RMA prtal shuld nt be used. Units received at the service center withut an RMA number will be returned in rder t btain the apprpriate infrmatin fr quick repairs. Cntact lcal service centre t lg Gld Cntract requests r emea.ccc@zebra.cm fr mre infrmatin. 2. Custmer can send the battery alng with the mbile cmputer t us fr testing by fllwing the RMA prcess. A valid RMA number will be required fr battery and unit. If the custmer wishes t send the battery t the service center withut the device the RMA number must be prvided with the battery. Devices r batteries received withut the prper RMA paperwrk may be destryed. 3. Custmer must package all items t nrmal cmmercial standards. Custmer must als ensure the RMA number is clearly visible n the utside f the package. Als custmer must ensure the package includes supprting dcumentatin. 4. Custmer must prvide fr the safe transprt f prducts t the service center. Custmer must als bear all csts and risks assciated with this transprtatin 1. Limitatins and Restrictins 1. The Battery Maintenance ptins cannt be rdered as stand-alne services; they can nly be purchased tgether with three (3)-year Service frm the Start with Cmprehensive Cverage agreements fr eligible mbile prducts. 2. The number f batteries cvered under the Battery Maintenance ptin must be equal t the number f mbile cmputers cvered by the Service frm the Start with Cmprehensive Cverage agreement. Custmer cannt purchase partial cverage (fr example, custmer cannt place 100 mbile cmputers under a Service frm the Start with Cmprehensive Cverage agreement and nly cver 50 f thse devices under the Battery Maintenance ptin). 3. This service nly applies t new sales. 4. This service is nly available fr riginal batteries shipped with ur devices. 5. Custmer must initiate service requests thrugh the RMA prcess using a cntracted unit serial number r by cntacting a lcal service center fr the Return Material Authrizatin number and any special shipping instructins. 6. Failure t return defective battery within 30 days f receipt f a replacement unit frm us will result in charging fr cst f replacement 7. Any custmer requesting excessive replacements as part f the Premium ptin may be subject t an audit t review its battery management prcesses. Where applicable, we will help the custmer implement prper battery management prcesses. If the custmer is still fund t be utside the nrm reasnably freseeable fr this service, it may be subjected t nn-renewal and/r cancellatin f this ptin. We are nt bligated t prvide services fr any prduct if custmer fails t cmply with its bligatins in the purchase r license agreements r the Terms and Cnditins. 9. Service Descriptin fr Battery Refresh Optin Service Available Service Part Numbers 1 In the U.K., we will bear all csts and risks assciated with this transprtatin fr Fastrack-level service agreements Rev. 19/03/2015 7

8 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 ptin ( Service ) extends Service Frm The Start with Cmprehensive Cverage t End-User Custmers batteries purchased with a three (3) r five (5) year Service frm the Start with Cmprehensive Cverage agreement r a tw-year renewal theref ( Cntract ) fr eligible Mbile Cmputing devices 2. Definitins: Agreement shall mean the underlying PartnerEmpwer agreement r ther terms gverning the purchase f this Service Custmer shall mean the entity signing this Cntract with us. Device(s) shall mean ur eligible Mbile Cmputing devices cvered by a Cntract, as defined abve. End-User Custmer Service descriptin: shall mean the Custmer r, in case the Custmer is a member f ur PartnerEmpwer channel prgram, the ultimate user f the Service ultimate user f the Service, and whse Devices are the bject f the Service. The Service prvides a cnslidated shipment f replacement batteries f type specified by the Service part number rdered fr each Device, in ne shipment t a single End-User Custmer-designated lcatin At eighteen (18) mnths f a three (3) year Cntract, r Eighteen (18) and thirty six (36) mnths f a five (5) year Cntract, r Within twelve (12) weeks f the Cntract start date in case f a 2 year Service Frm the Start with Cmprehensive Cverage renewal. Nte due t manufacturing lead times there may be ccurrences when the shipments will take lnger than the specified twelve (12) weeks Shuld the Custmer require replacement batteries prir t the abve timeline we will require twelve (12) weeks ntice t deliver t this new specified date. Please nte that lead times may vary and, while we will endeavr t meet the earlier shipment dates requested, the actual delivery date(s) will be cnfirmed nce a pull frward instructin is received. There will be a minimum rder quantity f ten (10) Service units fr any f the abve available Service part numbers. (One Service part number represents ne replacement battery). Zebra Respnsibilities 1. Service Prvisin. We will ensure the crrect batteries are rdered at the right time t ensure the predetermined Service delivery date can be met. One (1) battery refresh will be made fr three (3) year r tw (2) year renewal Cntracts and tw (2) battery refreshes will be made fr five (5) year Cntracts. 2. Cmmunicatin. We will infrm the Custmer via f the planned battery shipment date within thirty (30) days befre that date. The cmmunicatin will include the quantities and types f batteries, the delivery address and the expected date f delivery. 3. Transprtatin. Fr EMEA and NA, We will ship batteries t ne (1) Custmer lcatin in ne (1) cnslidated shipment per Service rder. The Inc terms that apply t prduct shipments, per the Agreement, will als apply t battery shipments under this Service. Fr LAC, FCA incterms apply t all f the Regin. We will ship batteries t a freight frwarder f the custmer s chice in a US based lcatin. The shipment will be in ne cnslidated shipment. 2 Eligible Devices fr this Service: WT4090, ES400, MC9190, MC65XX, MC67XX, MC75XX, MC95XX, MC3190, ET1. Rev. 19/03/2015 8

9 4. Dispsal f ld batteries. We ffer t dispse f riginal batteries in an envirnmentally respnsible way, (Specific details per regin and per cuntry, charges may apply and may nt be available in all cuntries). Custmer Respnsibilities 1. Cmmunicatin. On receipt f the ntificatin f planned shipment date, the Custmer must respnd via t us within five (5) wrking days, verifying that the shipment numbers and address is crrect as cmmunicated by us in accrdance with previus sectin, pint 2. Failure t d s may delay shipment. 2. Dispsal f ld Batteries. Custmer shuld ensure all batteries t be dispsed f are cllected and packaged as per reginal and cuntry specific requirements. 3. Early refresh. Custmer must give twelve (12) weeks ntice t us if early shipment f replacement batteries is required. Please nte that lead times may vary and, while we will endeavr t meet the earlier shipment dates requested, the actual delivery date(s) will be cnfirmed nce a pull frward instructin is received. 4. LAC Custmers. LAC custmers are respnsible defining a US based freight frwarder t which we will ship the batteries. The Custmer will be the imprter f recrd and is respnsible fr paying any transprtatin charges frm the freight frwarders lcatin, taxes and any ther charges that may apply. Limitatins and Restrictins 1. The Service cannt be rdered as stand-alne item; it can nly be purchased tgether with three (3) r five (5) year Cntract and tw (2) year renewals fr eligible Devices The number f batteries cvered by the Service must be equal t the number f Devices cvered by the referenced Cntracts. Additinally, Custmers may als purchase the Service t cver spare batteries purchased at the time f the Device purchase, but must d s at the same time as purchasing the Service fr the riginal (nn-spare) batteries. 3. Custmer cannt purchase partial cverage (fr example, Custmer cannt place ne hundred (100) Devices under a Cntract and nly cver fifty (50) f thse Devices under the Service). 4. This Service nly applies t new sales f Devices placed under a Cntract. 5. This Service is nly available fr riginal batteries shipped with ur devices. 6. Changes in the predetermined shipment date des nt change the number f battery refresh shipments the Custmer is entitled t under the terms f the Service. 7. The Service is nly available fr the Devices listed belw This Service is incrprated int and subject t the terms f the Agreement. 9. Fr renewals and Early refresh, due t manufacturing lead times, there may be ccurrences when the shipments will take lnger than the specified twelve (12) weeks. Availability The Service is ffered in all gegraphies within the LAC, EMEA and Nrth America regins, in which we ffer Service frm the Start with Cmprehensive Cverage agreements. Nte specific reginal terms apply. T check availability in a particular cuntry r fr further details, please cntact an Enterprise Mbility Services representative by visiting: Service Descriptin fr Service Center Brnze MP6xxx - additinal respnsibilities fr MP6xxx belw apply Zebra Respnsibilities 3 Eligible Devices fr this Service: WT4090, ES400, MC9190, MC65XX, MC67XX, MC75XX, MC95XX, MC3190, ET1. 4 Eligible Devices fr this Service: WT4090, ES400, MC9190, MC65XX, MC67XX, MC75XX, MC95XX, MC3190, ET1. Rev. 19/03/2015 9

10 Pst Repair Calibratin. Our Service centre will repair and test that scales meet applicable manufactured tlerances. Custmer is respnsible fr fllwing Natinal Legislatin requirements fr Calibratin/Verificatin f scales prir t placing in trade. Installatin must be carried ut by apprved persnnel with relevant prduct training as well as cuntry specific Legal Metrlgy apprvals. Verificatin f scales and methds f registratin are t be fllwed as Natinally and r Lcally prescribed prir t placing in trade. Custmer Respnsibilities Pst Repair Install. Custmer is respnsible fr fllwing Natinal Legislatin requirements fr Calibratin/Verificatin f scales prir t placing in trade. Installatin must be carried ut by apprved persnnel with relevant prduct training as well as cuntry specific Legal Metrlgy apprvals. Verificatin f scales and methds f registratin are t be fllwed as Natinally and r lcally prescribed prir t placing in trade. Rev. 19/03/