Service Options: Hardware Warranty, Software Maintenance and Support

IDSolutions Service There are three major options that are offered at time of initial purchase or after the initial support period has expired:  Hardware Warranty: Covers the failure of any hardware you have purchased; ie: a server, codec, amplifier, bridge, etc.  Software Maintenance: Covers any software updates, feature enhancements or new code releases for your equipment; ie: a new video resolution option, enhanced performance, etc.  Support: Provides the ability to call help desk and ask product questions after equipment installation; optionally on-site support 2

Hardware Warranty There are four levels of warranty:  None: No warranty service  Manufacturers: Direct warranty provided by the manufacturer; IDS support desk will facilitate; turnaround time of 2 weeks after diagnosis  IDS Standard: Equipment replacement/refurbishment and parts provided by IDS; turnaround time of 1 week after diagnosis  IDS Advanced: Expedited service in case of hardware failure; turnaround time of 24 to 48 hours after diagnosis 3

Software Maintenance There are three levels of maintenance:  None: No software maintenance service  Updates: Minor software updates are included; generally limited to defect fixes and possibly minor software updates. Support team will provide remote installation guidance to customer.  Upgrades: Major software upgrades for new functionality, standards and features. Support team will provide remote installation guidance to customer. Also includes updates. 4

Support There are three levels of support:  None: No help desk, troubleshooting, questions or onsite support  Helpdesk: Customer has access to the helpdesk through mail or phone for information on features, equipment use, testing and troubleshooting; or  On-Site: Technician dispatched on-site at discretion of IDS after normal helpdesk troubleshooting could not resolve issue; response time varies according to location 5

Why Buy Service? There are many advantages:  Downtime: What is the cost of having your equipment out of service? A support package helps to ensure you are back up and running quickly  Current features: Selecting a plan that covers software upgrades helps to ensure you are getting the most out of your investment  Hardware: Nothing worse than having the manufacturer’s warranty expire after a year and you product quits shortly thereafter; with the cost of some high tech products having hardware coverage is a smart and inexpensive insurance policy  Support: What happens when your users have a question? Who are they going to call? What if your solution has equipment from multiple vendors? With IDS Help Desk you’ll always have access to a knowledgeable, certified engineer to help explain how the system works, troubleshoot an issue or even recommend complimentary equipment – and one point of contact to deal with manufacturers  Peace of Mind: Let our team worry about coordinating issues with the manufacturer, getting the latest version of code and arranging for equipment return in case of failure – you have enough to do already! 6

Service Plan Definition Summary There are eight service packages:  Declined: Manufacturer’s warranty only, no software maintenance, no support  Bronze: Manufacturers warranty, no software maintenance, help desk  Silver: IDS Standard Warranty, no software maintenance, help desk  Gold: IDS Standard Warranty, software maintenance (updates), help desk  Gold Plus: IDS Standard Warranty, software maintenance (upgrades), help desk  Platinum: IDS Advanced Warranty, software maintenance (updates), help desk  Platinum Plus: IDS Advanced Warranty, SW software maintenance (upgrades), help desk  Platinum Triple: IDS Advanced Warranty, SW software maintenance (upgrades), on-site 7

Service Cross Reference Table