2000 3000 Series Warranty

ssssepuraepuraepuraepura

Sepura 2000 and 3000 Series Products

Standard Warranty, Extended Warranty

Customer Care & Fixed Price Repair Services

SB-P-06-4053

Issue 1

PRODUCT BULLETIN

SEPURA LIMITED 2005

SB-P-06-4053 ssssepuraepuraepuraepura

16TH January 2006 Page 2 of 13

Sepura 2000 and 3000 Series Products Standard Warranty, Extended Warranty

Issue 1 Sepura Limited 2006

11.. CCOONNTTEENNTTSS

1. CONTENTS ........................................................................................................................................2

2. INTRODUCTION ................................................................................................................................3

3. OVERVIEW.........................................................................................................................................4

4. STANDARD WARRANTY ..................................................................................................................6

5. EXTENDED WARRANTY...................................................................................................................6

6. CUSTOMER CARE (HARDWARE & SOFTWARE SUPPORT) SERVICE .......................................7

66..11.. HHAARRDDWWAARREE RREEPPAAIIRR OORR RREEPPLLAACCEEMMEENNTT ..........................................................................................7

66..22.. SSOOFFTTWWAARREE SSUUPPPPOORRTT....................................................................................................................7

7. FIXED PRICE REPAIRS.....................................................................................................................9

8. HELP DESK........................................................................................................................................9

9. SOFTWARE (FUNCTIONALITY) UPGRADES..................................................................................9

10. IN-TERRITORY SIMPLE REPAIR ...............................................................................................10

11. SPARES........................................................................................................................................10

12. APPENDIX 1. FEATURE SUMMARY OF THE DIFFERENT SERVICES....................................11

13. APPENDIX 2. COMPARISON OF APPLICABLE TIMEFRAMES FOR EACH SERVICE..........12

14. NOTICE.........................................................................................................................................13

15. CONTACT DETAILS ....................................................................................................................13





22.. IINNTTRROODDUUCCTTIIOONN

This document defines the Standard Warranty, Extended Warranty, Customer Care and Fixed Price Repair policies for the Sepura 2000 and 3000 Series of products and provides a recommendation on the levels of spares that should be held.

It supersedes all previous 2000 and 3000 series Sepura Warranty Bulletins and defines the warranty period for earpieces and the GSM Style Handsfree Kit as well as the first line spares for the 3000 series mobile.

The standard warranty period for the Series 2000 and 3000 terminals is three years from delivery date but may vary under certain contractual conditions.

The warranty period for the battery supplied with a hand-held terminal or supplied as a separate accessory is 12 months from delivery date. The standard battery has an operational life that is typical for this battery technology. This is at least 500 charge

cycles, which means an operational life of greater than two years for a typical work pattern (i.e. on a personal issue basis of one shift per day, five working days per week and up to forty-eight working weeks per year).

Warranty on accessories varies according to type and manufacturer terms.

Customer Care services covering hardware and software support are offered to the customer or the customers In-Territory Repairer. Sepura also offers a Fixed Price Repair service for products no longer covered by Standard Warranty or a Customer Care contract.

A Sepura Help Desk forms part of the support framework for customers and acts as a single point of contact for customers raising queries or reporting faults.

A summary of the salient features of these policies is shown in the table of Appendix 1 and a diagram comparing the applicable timescale is given in Appendix 2.





33.. OOVVEERRVVIIEEWW

On experiencing a problem with a terminal or terminal accessory the customer should immediately report the problem to its Sepura accredited In-Territory Repair centre if they have one, otherwise to Sepura in Cambridge, UK.

The In-Territory Repair centre or Sepura will take the following actions;

Perform a test on the suspected product.

If applicable perform minor cosmetic repairs such as replacing the antenna/rotary knob.

For more complex problems implement a short-term work-around if applicable and possible.

If the problem cannot be resolved then replace the terminal or accessory with a working unit from a buffer stock of spares.

If an In-Territory Repair centre has been used for the steps above, it will then contact the Sepura Help Desk and arrange for the faulty item to be returned to Sepura for repair or replacement. The In-Territory Repair centre may report a product fault to the Sepura Help Desk by email or by telephone during the working days of Monday to Friday inclusive from 08:30 to 16:30 (UK time) each day, but excluding UK Public Holidays. The Sepura customer support e-mail address is [email protected]. Sepura will allocate a Return Material Authorisation (RMA) number to the logged fault. This number acts as the definitive reference for both the customer and Sepura, and enables the faulty item to be tracked right through the repair cycle. Sepura expects the In-Territory Repair centre to provide an accurate and detailed description of the fault for inclusion on this log.

Sepura will repair or replace the faulty unit in accordance with contracted turn-round times and subject to the cause of the fault being a result of fair wear and tear.

If after examination Sepura cannot verify the reported fault the product is returned to

the customer in an as received state and a No Fault Found charge will be made to cover the costs of this examination.

A faulty product deemed by Sepura to be Beyond Economic Repair is replaced free of charge when the terminal is under Warranty, Extended Warranty or Customer Care. Typically a product is deemed to be Beyond Economic Repair if the cost of repair, including fault assessment time, exceeds 50% of the cost of a replacement, or, if a trained faultfinder cannot identify the fault after two hours work on the product.





Sepura will endeavour to return repaired terminals with the same version of application software, unless this version has been superseded by a new version of software offering the same functionality and the old version has been discontinued for more than 12 (twelve) months. If a new version has to be supplied in this context then it is done so free of charge.

Repaired terminals will be returned with Application software only, it is the responsibility of the In-Territory Repair centre to correctly configure the terminal. Sepura expects the In-Territory Repair centre to purchase a Sepura Terminal Programming Tool and the associated training programme so that it can configure Sepura radio Terminals.

Where a terminal incorporates Air Interface Encryption, the In-Territory Repair centre and/or authorised organisation that has control of the Cipher Keys is responsible for loading the relevant secure Cipher Keys into the terminal. This is done via a Sepura Standalone Key Management System tool to the security standards defined in the Customers contract with the In-Territory Repair centre and/or authorised organisation.

If a returned product is found to have been tampered with by unauthorised personnel

Sepura will levy a Tampered With charge.

Sepura will pay the return shipping costs for verified Standard Warranty, Customer Care and Fixed Price Repair repairs and the Customer/In-Territory Repair centre pays for the shipment of the faulty product to the Sepura designated repair location.

For repairs to terminals where the fault is not due to 'Fair Wear & Tear' Sepura will quote for the repair. It is possible that the quote will be for a complete replacement terminal. This approach applies whether or not the terminal is under Warranty or under Customer Care.

Fair Wear & Tear is; Damage or failure sustained by a product following normal field operational use within the specified limits of the product.

Fair Wear & Tear is NOT damage due to:

Accidents

Use outside the products normal operational limits

Continued use of a product that is in need of repair

Contamination, submergence, ingress, drop, impact, humidity, temperature or vibration outside the products stated parameters

Storage outside the products specified parameters

Solar and/or particle radiation

Electrostatic, electrical and magnetic stress

Incorrect fitment of accessories or spare parts

Unauthorised or improper repair, configuration, programming of product

Continued use of a product requiring an essential hardware or software update





44.. SSTTAANNDDAARRDD WWAARRRRAANNTTYY

The radio terminals are warranted free from defects due to faulty design, workmanship or materials for a period of 36 (thirty six) months from the date of delivery, but may vary under certain contractual conditions. Most selected, approved accessories are similarly warranted for 12 (twelve) months from date of delivery, with earpieces and GSM style handsfree kit for 3 (three) months.

Radio terminal batteries are warranted against electrical and mechanical failure for 12 (twelve) months from the date of delivery. As with all batteries charging cycles reduce the cell capacity. The battery is specified to have retained a nominal 80% of its original capacity after 500 charge cycles. Charging must be conducted using a Sepura approved charger.

Sepura shall at its option repair or replace any such product or part thereof that is found to be defective. Sepuras target is to return the repair or replacement within 15 (fifteen) working days from receipt by Sepura.

The warranty shall not apply where the hardware is defective arising from misuse, abnormal working conditions, wrongful or incorrect storage, alteration or repair of the hardware and/or software without the written approval of Sepura.

Sepura does not offer warranty on Sepura products that are used in conjunction with a non-approved accessory.

Sepura does not warrant the application software to be error free. In the case of defects in software, Sepura shall use all reasonable endeavours to correct such defects at the earliest opportunity or replace the software at its option. Defect correction shall be limited to those software defects that materially affect the performance of the product and which have been discovered within the first twelve months from the date of delivery.

55.. EEXXTTEENNDDEEDD WWAARRRRAANNTTYY

The Standard Warranty can be extended on the terminals by either 12 months or 24 months. Extended Warranty must be ordered from Sepura at the time the terminal is purchased. It is not offered on Sepura products that are used in conjunction with non-approved accessories.

Warranty on terminal accessories, including batteries, is not extended.

Terms regarding repair time and application software defects are as per Standard Warranty.





66.. CCUUSSTTOOMMEERR CCAARREE ((HHAARRDDWWAARREE && SSOOFFTTWWAARREE SSUUPPPPOORRTT))

SSEERRVVIICCEE

Sepura offers a Customer Care package that covers Hardware Repair or Replacement (equivalent to Standard Warranty) and Software Support for the radio terminals. Customers with a Customer Care contract will be offered new Sepura Software Releases as free of charge Software Upgrades. These Software Upgrades will normally be supplied in CD ROM format. The installation and configuration of such Software Upgrades is the responsibility of the customer or the customers In-Territory Repair centre. Customer Care contracts can be taken out to cover up to 60 (sixty) months from the date of delivery, including the first three years of Standard Warranty. It has to be taken out in a whole number of 12 (twelve) months.

66..11.. HHaarrddwwaarree RReeppaaiirr oorr RReeppllaacceemmeenntt

The repair or replacement turn-round target time is within 7 (seven) working days from the date of the faulty product receipt by Sepura. Sepura shall at its option repair or replace any such product or part thereof that is found to be defective. Customer Care covers Hardware Defects due to faulty design, workmanship or materials.

Customer Care shall not apply where the hardware is defective arising from misuse, abnormal working conditions, wrongful storage or alteration or repair of the hardware without the approval of Sepura.

Sepura does not offer Customer Care on Accessories or Batteries nor on Sepura products that are used in conjunction with unapproved Accessories.

66..22.. SSooffttwwaarree SSuuppppoorrtt

Software functionality is comprehensively tested, however, it cannot be tested in every possible permutation and accordingly Sepura does not warrant that the Application Software will be free of all defects or that its use will be uninterrupted. In the case of defects in application software contained in terminal products, Sepura shall use all reasonable endeavours to correct such defects at the earliest opportunity or replace it at its option. Notwithstanding the aforementioned, Sepura warrants that the application software is free from; Viruses that could have been detected by using the latest (at the date of dispatch)

standard, commercially available virus detection software and, Forms of electronic possession and logic bombs, which expressions shall have

meanings as they are generally understood within the computing industry.





Where software defects are discovered and notified to Sepura, Sepura agrees to respond and correct such errors. The manner and speed of the response is dependent upon the Error Priority assigned by Sepura and defined below;

Error Priority A: This priority will be assigned to errors that are recurring, catastrophic failures for which no viable work around exist. Errors given this priority are those that render the Product or any substantial functionality of the Product, unusable. Sepura shall use its reasonable endeavours to provide a work around, where possible, within 7 (seven) working days of the report of the error and a code correction within 30 (thirty) working days from the day Sepura has received the notice of the error. After the said seven day period and until a code correction is delivered, Sepura shall report at reasonable intervals its continuing efforts and progress in producing a code correction.

Error Priority B: This priority will be assigned to those errors that result in serious inconvenience to the users of the Product or that substantially impact the work operation, and for which no viable work around exists. Sepura shall use all reasonable endeavours to provide an avoidance procedure within 30 (thirty) working days of the report of the error and a code correction within 4 (four months) months from the date Sepura received the notice of the error. After the said thirty day period and until a code correction is delivered, Sepura shall report at reasonable intervals its continuing efforts and progress in producing a code correction.

Error Priority C: Errors given this priority are those that can easily be avoided, worked around or accommodated without any serious loss in functionality. Sepura shall use all reasonable endeavours to provide an error avoidance procedure within a reasonable period of time. Notes:

1. An error with Priority C may be inherently fixed as a result of a software upgrade resulting from the clearance of a Priority A or B error.

2. For an error of any Priority identified during the Customer Care period, Sepura

shall resolve it even if that action has to continue beyond the expiry of the Customer Care contract.





77.. FFIIXXEEDD PPRRIICCEE RREEPPAAIIRRSS

Sepura offers a Fixed Price Repair service for products not covered by Standard Warranty or a Customer Care contract, for up to five years from the original delivery date. It applies to radio terminals and where the fault is due to Fair Wear & Tear. Batteries and Accessories are not included. Each repair has to be ordered prior to the return of the faulty equipment to Sepura. The same fault notification procedure via the Help Desk is followed as that for Standard Warranty. Sepura offers a turn-round time of 7 (seven) working days from receipt by Sepura to ready for return. Sepura will bear the return shipping costs for repairs but the customer is responsible for the shipment of the faulty unit to the Sepura designated repair location. If the faulty product is deemed by Sepura to be Beyond Economic Repair the product will be returned to the customer in an as received state. A charge will also be made to cover the costs of the investigation except where the customer purchases a replacement terminal. Tampered With and No Fault Found charges will apply where applicable.

88.. HHEELLPP DDEESSKK

The Sepura Help Desk forms the telephone interface between the customer and Sepura for general assistance. The Sepura Help Desk operates during the working days of Monday to Friday inclusive from 08:30 to 16:30 (UK time) each day, but excluding UK Public Holidays. The Sepura customer support e-mail address is [email protected] and the Sepura repairs support email address is [email protected] .

99.. SSOOFFTTWWAARREE ((FFUUNNCCTTIIOONNAALLIITTYY)) UUPPGGRRAADDEESS

Software Upgrades for Customers with a Customer Care contract are covered by this document. Customers without a Customer Care contract should refer to a separate Sepura Bulletin covering the Software Upgrade Policy.





1100.. IINN--TTEERRRRIITTOORRYY SSIIMMPPLLEE RREEPPAAIIRR

In-Territory Simple Repair is replacement of the following items from a spares stock; Series 2000 and 3000 Hand-helds

Antenna

Antenna socket bung (Car Kit)

Facility socket bung

Rotary knob

Standard Battery

Extended Battery

Klick Fast stud

and approved terminal accessories

Series 2000 and 3000 Mobiles

Facility socket dust cover

Transceiver Mount Plate

Power Cable

Volume Knob

Volume Knob Seal

and approved terminal accessories

Beyond that the terminal should be returned to Sepura or to a Sepura approved In-Territory Complex Repair centre.

1111.. SSPPAARREESS

Spares are available for 60 (sixty) months beyond the Terminals delivery date, however, Sepura holds the right to offer the Customer a last-time buy-out of spares during this period.

The table below gives a suggested level of spares holdings based upon the following assumptions;

A batching process is not employed whereby faulty units are accumulated over a period before their return for repair on-mass

A fleet size of greater than 100 terminals

The spares are held at one central location

Product Suggested Spares Holdings (as a percentage of the total quantity)

Radio terminals 3%

RSM 6%

Battery 4%

Car Kit and Battery Charger 3%

Other Spares and Supported Accessories 1%





1122.. AAPPPPEENNDDIIXX 11.. FFEEAATTUURREE SSUUMMMMAARRYY OOFF TTHHEE DDIIFFFFEERREENNTT

SSEERRVVIICCEESS

Standard

Warranty

Extended

Warranty

Customer Care Fixed Price

Repair

Time of Purchase Included with the Product purchase.

Must be ordered at the time of the Product purchase.

Any year within the first three years from the delivery date.

Ordered prior to returning the Product.

Hardware Repair

turn-round time (for Software see section Software support)

15 working days. 15 working days. 7 working days. 7 working days

Duration

(from the date of

delivery)

36 (Thirty Six) months for the Terminals normally but may vary under certain contractual conditions.

12 (Twelve) months for Batteries and selected, approved Accessories and 6 months for earpieces.

12 (Twelve) months or 24 (twenty-four) months from expiry of the standard warranty.

Up to 60 (Sixty) months from the original delivery date, in whole 12-month steps.

Up to (60) Sixty months from the original delivery date.

Products covered Terminal, Batteries and selected approved Accessories

Terminals. Terminal. Terminal.

Cover type Basic Hardware and Software Repair service.

Basic Hardware and Software Repair service.

Enhanced Hardware repair turnaround. Categorised and prioritised Software corrections. Interim workarounds. Progress reporting. Free Software Upgrades.

Basic Hardware and Software Repair service.

Beyond Economic

Repair

Replaced free of charge.



Returned as received and a charge made.

No Fault Found Charge made. Charge made. Charge made. Charge made.

Shipment

payment

Customer pays to Sepura. Sepura pays for return.








1133.. AAPPPPEENNDDIIXX 22.. CCOOMMPPAARRIISSOONN OOFF AAPPPPLLIICCAABBLLEE TTIIMMEEFFRRAAMMEESS

FFOORR EEAACCHH SSEERRVVIICCEE

Date of delivery

Year 1st 2nd 3rd 4th 5th

Standard Warranty for the Terminal (see note 1)

Standard Warranty for Batteries &

selected, approved Accessories (see note 2)

12 months Extended Warranty from

expiry of the standard warranty

24 months Extended Warranty from

expiry of the standard warranty

Customer Care

Fixed Price Repair

Spares

Note 1. Included with the product and normally 3 years but may vary under certain contractual conditions. Note 2. Earpieces and GSM Style Handsfree Kit are for 3 months.





1144.. NNOOTTIICCEE

All rights reserved. This document may not be reproduced in any form either in part or in whole without the prior written consent of Sepura Limited, nor may it be edited, duplicated or distributed using electronic systems. Company and product names mentioned in this document may be protected under copyright or patent laws. The information in this document is subject to change without notice and describes only the product defined in this document. This document is intended for the use of Sepura Limiteds customers and/or other parties only for the purposes of the agreement or arrangement under which this document is submitted, and no part of it may be reproduced or transmitted in any

form or means without the prior written permission of Sepura Limited.

1155.. CCOONNTTAACCTT DDEETTAAIILLSS

Sepura Limited Radio House St Andrews Road Cambridge CB4 1GR United Kingdom

Web : www.sepura.com

Tel: +44 (0)1223 876000

Fax: +44 (0)1223 879000

Documents

2000 3000 Series Warranty