Attachment_1_-_Zebra_OneCare_Essential_Service_Summary.pdf

M67854-16-Q-7609 Attachment 1

1. Description of Technical Support Services

1.1 Technical Support: Customers may call, email or go online to access Zebra’s full range of Technical Support Resources. Contact details for Technical Support can be found

1.2 inside the Customer Support Instructions,

1.3 on the Contact Tech Support page of zebra.com, and

1.4 on the front page of the Zebra Technologies Enterprise Support Portal (“Support Portal”) here and at https://portal.zebra.com/Support/US- EN/Mobile+Networks+RFID+and+BarCode+Scanners/Services/Zebra+OneCare.

1.5 Availability: Zebra will provide Technical Support during the following business hours (excluding Zebra-observed holidays):

1.5.1 North America (NA) and Latin America (LA): Monday–Friday 8 am to 8 pm (EST)

1.5.2 Europe, the Middle East and Africa (EMEA): Monday–Friday 8 am to 7 pm (CET)

1.5.3 Asia Pacific (APAC): Monday–Friday 9 am to 6 pm (Local Time)

Zebra’s target Response Time is four (4) hours from call receipt. Telephone calls will be recorded for quality and training purposes, where permitted under local law. Note: Where Zebra provides existing or alternative Technical Support to Customer for specific Products (for example, WLAN), the terms of that existing or alternative support will continue to apply to those Products.

1.6 Scope: Technical Support representatives respond to technical enquiries after installation and deployment of Zebra Products and Software. Representatives identify and diagnose issues and generic application faults, and provide analysis, and where possible, problem resolution. Zebra will use reasonable commercial efforts to correct reproducible errors and help to identify the root causes for problems that are difficult to reproduce. Clearly defined escalation processes are in place to address complex problems more effectively.

1.7 Responsibilities: A Technical Support representative will:

1.7.1 Help with filling out a case report;

1.7.2 Assess the nature of the problem;

1.7.3 Identify configuration issues (refer back to Customer for resolution);

1.7.4 Identify where problems may be caused by other related, associated or connected networks, systems or applications (refer back to Customer for resolution);

1.7.5 Solicit Customer to activate the Device Diagnostic Tool (as available / applicable, see item 1.8);

1.7.6 Assist with/perform problem determination;

1.7.7 Work to achieve problem resolution, which may include the recommendation to download and use available

Software releases;

1.7.8 Should no resolution be found, Zebra may create an RMA on behalf of the Customer to initiate a repair should the problem be caused by a suspected hardware failure (Section 2).

1.8 Device Diagnostic Service: Zebra provides access to the Device Diagnostic Tool (‘Tool’), which is an application that runs on supported Zebra Mobile Computers. Where appropriate, Zebra Technical Support will use the Tool for troubleshooting device issues. Customer may download the Tool from the Zebra Technologies Enterprise Support Portal (“Support Portal”) at www.zebra.com/enterprisesupport (described in item 3.1). Log in using the Contract number or other credentials supplied in the Customer Support Instructions. Up-to-date staging barcodes and application installation files, and User Manuals are available with the Tool, go to www.zebra.com/enterprisesupport or click here to download, or go to https://portal.zebra.com/Support/US- EN/Mobile+Networks+RFID+and+BarCode+Scanners/Mobile+Computers/Developer+Kits+and+Software+Tools/ Device_Diagnostic_Tool_US-EN. The Tool may be downloaded to Mobile Computers covered under Service Contract with Zebra. Customer must accept Zebra’s End User License Agreement prior to download. Zebra Technical Support actively uses the Tool to provide timely problem resolution and may require Customer to download the latest version as made available for successful problem resolution.

1.9 Access to Latest Software. Customer is entitled to download latest releases of Software from the Support Portal. Technical Support may require Customer to download latest Software as made available by Zebra under the terms specified in items 5.13 and following. Software is delivered in machine-readable format with appropriate documentation and shall be used under the relevant End User License Agreement (EULA).

1.10 Software Supported:

1.10.1 Mobile Computers Operating System (“Software”): Zebra provides Technical Support for “Software”, defined as any Zebra-provided machine-readable instructions installed on the Product as shipped to the Customer.

1.10.2 Android Operating System (OS) Legacy Software Releases Support: Zebra provides Technical Support for current and up to two (2) previous releases validated and made available by Zebra.

http://www.zebra.com/enterprisesupport

1.10.3 Windows Mobile and WinCE Operating System (OS) Legacy Software Releases Support: Zebra provides Technical Support for all releases made available by Zebra via Software Upgrade products.

1.10.4 Zebra Pre-Loaded / Pre-Licensed Software Products: Zebra provides Technical Support for all tools and utilities included within our Mobile Computer portfolio as well as SDKs and Mobility Extensions (MX) made available by Zebra.

2. Description of Repair Services

2.1 Comprehensive Coverage under Zebra OneCare Essential Service Contracts: Under Zebra OneCare

Essential (purchased within 30 days of Product purchase) Zebra at its sole discretion and option, will repair, restore or replace Products which are as determined by Zebra, affected by functional failure, wear and tear during normal use or accidental damage, which is damage due to an unexpected, unintentional one-off incident or non-deliberate external action (“Accidental Damage”). These services are carried out within Zebra operated or supervised service centers that employ the same test processes and fixtures used in the manufacture of the Products. Products are diagnosed and restored to functional specifications via: repairs, alignments, adjustments and restorations, if appropriate, of any covered Product(s) that malfunction while being used within the operational and environmental parameters specified by Zebra. Products are diagnosed and restored to functional specifications via: repairs, alignments, adjustments and restorations, if appropriate, of any covered Product(s) that malfunction while being used within the operational and environmental parameters specified by Zebra.

Specific examples of items included under Comprehensive Coverage include restoring, repairing or replacing items affected by accidental damage:

2.1.1 Cracked or broken housings, plastics, displays, touch screen/digitizers, keyboards/keypads;

2.1.2 Broken or missing scan triggers, exit windows, and accessories that include styluses, hand straps, screen protectors, battery doors, as applicable.

Note: Coverage for batteries is not included under Comprehensive Coverage unless a Battery Option is purchased. See items 4.1 and 4.2.

2.2 Coverage under Service Center Essential Service Contracts: Service Center Essential (purchased any time after 30 days of Product purchase) does not include Comprehensive Coverage. Under Service Center Essential, Zebra will repair, restore or replace a Product which is affected by functional failure, and wear and tear during normal use. Repairs to Products affected by accidental damage are not included. Customer may upgrade the Service Center Essential contract to include Comprehensive Coverage. These services are carried out within Zebra operated or supervised service centers that employ the same test processes and fixtures used in the manufacture of the Products. Products are diagnosed and restored to functional specifications via: repairs, alignments, adjustments and restorations, if appropriate, of any covered Product(s) that malfunction while being used within the operational and environmental parameters specified by Zebra. See the Limitations and Restrictions for this feature in item 6.7. Note: Coverage for batteries is not included unless a Battery Option is purchased. See items 4.1 and 4.2.

2.3 Request for Return Material Authorization (RMA): An RMA is required to authorize Customer to return a malfunctioning Product to the Zebra service center for repair. Customer requests RMA using the contact details found inside the Customer Support Instructions and at the RMA Portal https://www.zebra.com/us/en/support-downloads/request-repair.html. Click here to access it. Zebra will either return or dispose of Products received without a valid RMA form.

2.4 Repair and Turnaround Time: Zebra uses reasonable endeavors to repair any Product within three (3) Support Days (“Turnaround Time”) from the Product’s receipt at the service center. Turnaround times may vary in some regions; contact your Zebra services representative to confirm Turnaround times in your region. The service shall be provided using all reasonable skill and care. As Product issues may vary in severity, Turnaround Times are an objective and are not a guarantee. Repair services are performed and Turnaround Time is measured during Support Days. Zebra reserves the right to replace the Product with the same model and configuration, but not the identical serial number as originally submitted for repair.

2.5 Return of Devices to default factory condition: Repaired Products will be delivered in their factory default condition. Mobile Computers will be returned in their factory default condition loaded with the most recent version of the Software. If the Commissioning option is selected, Zebra will return Mobile Computers configured to the Customer’s specification (See items 4.3 and 5.5).

2.6 Transportation. Zebra will provide ground shipment on all outbound repairs to specified Customer delivery location and will bear all costs and risks associated with this transportation. In NA, Customer may choose the Express Option for overnight return shipment (See item 4.7).

http://www.zebra.com/us/en/support-

3. Description of Other Services included in the Essential Service Contract

3.1 Web Support: The Support Portal, at www.zebra.com/enterprisesupport, provides regularly published information related to current errors and workarounds organized per product family. Click here to access it. This site may also provide information about future Software Updates (see items 1.6, 1.7 and 5.13 and following) and related products, as well as access to Software documentation, specifications, technical literature and more. For information specific to Zebra OneCare, please click here or go to https://portal.zebra.com/Support/US- EN/Mobile+Networks+RFID+and+BarCode+Scanners/Services/Zebra+OneCare. Zebra reserves the right to modify or discontinue all or part of its Support Portal at any time.

3.2 MP6xxx Post Repair Calibration: Zebra’s service center will repair and test that scales Products meet applicable manufactured tolerances. Customer is responsible for following the applicable national legislation requirements for calibration/verification of scales prior to placing in trade. Installation must be carried out by approved personnel with relevant product training as well as country-specific legal metrology approvals.

Verification of scales and methods of registration are to be followed as “Nationally” and or “Locally” prescribed prior to placing in trade.

3.3 Wireless Switch Port Key Licenses. When applicable, Zebra will implement a Customer’s port key licenses and the currently released version of Software on the repaired Product prior to return shipment.

3.4 User Assessment: Customer may complete a series of multiple choice web-based surveys at the Support Portal. These surveys are customized per Product family, to test knowledge and understanding of Zebra’s Products, technology and solutions. Upon completion of the online questionnaire, Zebra will provide a report with an identification of any potential knowledge gaps and recommendations on learning solutions to drive user adoption and productivity. To access the User Assessment, please go to www.zebra.com/enterprisesupport or click here or go to https://portal.zebra.com/Support/US- EN/Mobile+Networks+RFID+and+BarCode+Scanners/Services/Zebra+OneCare/Online_Learning_Assessment_

US-EN.

3.5 Collection: In certain countries of the Middle East only, Customer may use Zebra’s pre-paid collection service to return a malfunctioning Product. After the RMA is approved, Customer requests collection from the local Zebra freight partner. Zebra covers all transportation, import and export costs. The Collection Service is available in UAE, Bahrain, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia and Egypt. The Collection Service is NOT available in Iraq, Libya, Palestine, Pakistan and Yemen.

4. Service Options

In addition to the Services described in Sections 1-3, the Zebra OneCare Essential include the following optional services. These optional services are not applicable to all Zebra Products. Customer may go to the Support Portal to identify applicable Products. Options cannot be purchased without a concurrent Zebra OneCare Essential Contract. Customer may choose to add one or more optional services when placing an order. Zebra’s order acknowledgement will indicate which services are included in the Contract.

4.1 Battery Maintenance Option: When chosen, extends Comprehensive Coverage (see item 2.1) to Customer’s

Zebra batteries. Customer returns Mobile Computer with batteries or batteries alone under RMA, following the standard process (item 5.2). Zebra will test all batteries and supply replacements for those batteries that cannot reach a minimum 80% charge while being tested.

4.1.1 The Battery Maintenance option is available in two levels. For each level, Zebra provides a spare pool of batteries, and stores, secures and tracks batteries in the spare pool.

4.1.1.1 The Premium option provides for an unlimited quantity of new batteries. Zebra will replenish the spare pool, as needed, for the length of the Contract.

4.1.1.2 The Standard option provides for one new battery per Mobile Computer under Contract. The quantity of batteries in the spare pool will be limited to the number of Mobile Computers under Contract. Zebra will continue to provide battery testing for Customer after the spare pool has been exhausted, for the remainder of the Service Contract term.

4.1.2 Should Customer request battery replacements, under the Premium option, that at its sole discretion Zebra deems excessive, Zebra may audit Customer’s battery management processes. Where applicable, Zebra will help Customer implement recommended battery management processes. If the Customer’s usage is still deemed to be excessive, Zebra reserves the right to invoice for any support charges necessary, suspend support or take other action as it deems appropriate.

4.1.3 Defective Batteries: Zebra identifies batteries that do not achieve 80% of their rated capacity as Defective, and disposes of such batteries following Zebra’s environmental policies.

Note: Extended Life Batteries are not available for all models of Mobile Computer.

4.2 Battery Refresh Option: When chosen, provides for a single consolidated shipment of replacement batteries, of type specified by the part number ordered for each Product, to be made to a single Customer-designated location.

4.2.1 Customer is entitled to receive, per Product under Contract:

4.2.1.1 One new battery in month eighteen (18) of a 3-year Contract

4.2.1.2 One new battery in month eighteen (18) and a second new battery in month thirty-six (36) of a five (5) year

Contract

4.2.1.3 One new battery within sixteen (16) weeks of the Contract start date of a two (2) year Zebra OneCare

Essential Service Contract renewal. Note: Due to manufacturing lead times there may be occurrences when the shipments of batteries will take longer than the specified sixteen (16) weeks.

4.2.2 In the event Customer requires replacement batteries prior to the above timeline, Zebra will require up to 16 weeks advanced notice to deliver on time. Please note that lead times may vary and, while Zebra will endeavor to meet the earlier shipment dates requested, the actual delivery date(s) will be confirmed by Zebra once an early delivery instruction is received from the Customer.

4.3 Commissioning Service (available in NA, selected countries in EMEA and Australia/New Zealand): When chosen, Zebra provides Application Loading and Configuration Management or Mobile Computers as follows:

4.3.1 Under Application Loading, Zebra archives and reloads Customer-developed applications onto Products at the time of repair.

4.3.2 Under Configuration Management, Zebra loads site-specific information, such as IP addresses, onto

Products at the time of repair.

Contract. When a third party (non-Zebra) software license is required to complete the repair process and the license must be acquired from the third party, the repair Turnaround Time goals (see item 2.4) will be subject to change.

4.4 Repair Services Dashboards: Zebra provides a configurable web-based tool that enables a series of reports that analyze repair, replacement and Technical Support status for Products under Contract. Available on supply of all necessary information for set up. Logins and Passwords will be configured so Customer associates can access these reports. On-boarding forms are available on the Zebra OneCare page at the Support Portal. Go to www.zebra.com/enterprisesupport or click here to access it, or click on the Zebra OneCare icon at https://portal.zebra.com/Support/US- EN/Mobile+Networks+RFID+and+BarCode+Scanners/Services/Zebra+OneCare.

Note: The process to upload all relevant data for the Dashboard to go-live, will take up to ten (10) Support days from receipt of all necessary information. Repair Service Dashboards may not available in all regions. Contact your Zebra services representative to confirm availability in your region.

4.5 Asset Visibility Service

4.5.1 Asset Visibility Service or “AVS” is an entry-level visibility service product for Zebra customers to obtain at-a-glance visibility and insight to device performance and utilization in a customer’s operational environment.

AVS can be applicable and sold to customers with low to very large device counts and whether have a Mobile Device Management (MDM) tool to manage their devices. AVS is available to all Zebra OneCare customers. Order AVS using the part numbers below on the same Purchase Order, with the same contract start and end dates, as the Customer’s Zebra OneCare contract.

4.5.2 AVS provides predictive, actionable analytics on devices to enable customers to identify and address potential issues in advance. AVS dashboard can be accessible from iOS and Android mobile platforms as well as mobile/web browsers. There is no MDM tool included in AVS hence the customers do not need to go through the potentially complex process of setup and maintenance. Also AVS employs automation and self-service wherever applicable for easier and faster setup and delivery.

4.5.3 AVS is operational for specific Android and Windows Mobile, Embedded, CE and Embedded Compact Operating System Versions on selected product models. The list of Zebra products fully supported in AVS is set out at: https://www.zebra.com/us/en/products/mobile-computers.html. Future operating systems and mobile devices will be tested and made available when released via Zebra. For additional information, see the AVS Service Description Document.

4.5.4 Part Numbers:

http://www.zebra.com/enterprisesupport http://www.zebra.com/us/en/products/mobile-computers.html http://www.zebra.com/us/en/products/mobile-computers.html

MS-AVS-30 – 36 months’ contract for AVS service MS-AVS-50 – 60 months’ contract for AVS service MS-AVS -10-R – 1 Year RENEWAL for AVS Service MS-AVS -20-R – 2 Year RENEWAL for AVS Service

4.6 Collection Option for Industrial Mobile Computers (formerly Psion) (available in NA and selected countries within EU only): When chosen, provides collection of malfunctioning Products and delivery to Zebra service center. Customer requests an RMA via the RMA Portal and arranges for a courier pick-up. When an RMA is raised prior to the defined cut-off time given in accordance with the location, the Product will be collected the same or next local business day. Zebra arranges transport, bears shipping costs and risks. Check for availability of the Collection service with Zebra Service representative.

4.7 Express Shipping (North America only): When chosen, Zebra will ship repaired Product(s) via next-business-day delivery to the Customer-designated location. All transportation costs and associated risks for returning the Product(s) to the Customer will be covered by Zebra.