Microsoft Warranty & Support Offers for Business January 2016 Update

Microsoft Warranty & Support Offers for Business January 2016 Update

Microsoft Hardware Microsoft is providing the devices and experiences users will love with Windows but also the enterprise grade services that IT and businesses require.

Agenda Warranty Offers Purchase & Registration Process Claims Process
Warranty Scenarios Technical Support Premier Technical Resolution Support Premier Proactive Services Frequently Asked Questions

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Service and Support Overview
Warranty Entitlement with Your Device Great Technical Support through Premier Proactive Services through Premier All devices come with a standard warranty. You can protect your investment by purchasing Microsoft’s Extended Hardware Service and Microsoft Complete for Business Plans. One place to access to Microsoft Technical Support Experts to help customers with software advisory and break fix issues and Customer Service Agents for device and accessory replacement. New proactive services for Surface are available to help Premier customer’s be successful deploying Surface devices into their IT infrastructure. PFE = Premier Field Engineer – they can help with imaging, Win 8.1 deployment These are Microsoft direct resources. Authorized Device Resellers can also help with add-on services for imaging, spare pool depots, etc.

Warranty Offers

Wired & Wireless Adapters
Standard Warranty All devices, covers and accessories come with a standard warranty Length of standard warranty varies by country depending upon local requirements* In and out of box covers and accessories have their own warranty and are not covered by the Surface device warranty terms and conditions Devices Accessories Surface Covers Wired & Wireless Adapters Mice Surface 3 All devices, covers and accessories come with a standard warranty The length of standard warranty varies by country depending upon local country requirements. In and out of box covers and accessories have their own warranty and are not covered by the Surface device warranty terms and conditions. This is important to note especially when a customer is purchasing a Surface soft or hard bundle. The standard warranty covers defects in manufacturing and failures due to normal use of the device. Microsoft will replace the Surface device with a new, rebuilt or factory replacement product for the following causes of failure: Defective battery, provided the battery is the original rechargeable unit supplied by the manufacturer at time of initial purchase (limited to one battery replacement during the standard warranty term) Damage of defective buttons or connectivity ports located on the Surface device if the damage or defect impacts the functionality of the device Items that are not covered by the standard warranty: Normal cosmetic wear is not covered by the product warranty but it does not void the warranty and will be accepted as a normal condition in product returns Customer induced damage, tamper, unauthorized repair and cracked screens are not covered by the warranty and void the product warranty in case of internal failure. Under any of these scenarios, the customer can opt for an exchange for an Out of Warranty (OOW) service fee*. Please note that at this time, commercial hardware agents are not able to accept payment for out of warranty replacements. The replacements are provided at no charge until this capability is in place. You can find details on out of warranty pricing which is subject to change in the Surface Warranty and Warranty Exceptions Policy on MS Policy Severe physical damage and liquid damage are not covered by the warranty and are not repairable A link to the device standard Terms and Conditions for your country can be found on Surface Pro 4 Charging Accessories Pen and Loop Docking Stations *see reference slide for details

Microsoft Extended Warranty Protect your Surface
Accidents: Accidental Damage Protection – Limit 2 claims per warranty period; no deductible. Hardware: Extends Hardware Service Coverage to 3 or 4 years Coverage for Surface 3 and Surface Pro 3 and Surface Pro 4 and Surface Book 3 Year Price* $89 (Surface 3), $89 (Surface Pro 3), $189 (Surface Book) 4 Year Price* $189 (Surface 3), $189 (Surface Pro 3 / Pro 4), $289 (Surface Book) *Pricing is estimated and subject to change, please verify with Microsoft ADR. Please note, all device exchanges in store will be done with refurbished devices (per Microsoft’s Exchange and Fulfillment Policy). Microsoft Stores can provide up to 3 device exchanges per customer. If the store doesn’t have any refurbished devices available, the store will process the exchange using the Service Center Exchange Process and the customer will have the exchange device shipped to them; otherwise the customer may choose to contact Surface Support for Business directly. If a device is out of warranty, the customer will need to pay an Out of Warranty fee before getting an exchange.

Microsoft Complete for Business Protect your Surface
Accidents: Accidental Damage Protection – Limit 2 claims per warranty period; no deductible. Support: Get one-on-one set-up support with a Microsoft technical expert to help you get and stay productive with your Surface. Hardware: Extends Hardware Service Coverage to 3 or 4 years (see next page for coverage details). Maximize up-time: With Microsoft Store Exchange (US, Canada & Puerto Rico, Australia, limits apply). Now available for reseller purchased units! Coverage for Surface 3 and Surface Pro 3 and Surface Pro 4 and Surface Book 3 Year Price* $299 (Surface 3), $349 (Surface Pro 3), $449 (Surface Book) 4 Year Price* $399 (Surface 3), $499 (Surface Pro 3 / Pro 4). $599 (Surface Book) *Pricing is estimated and subject to change, please verify with Microsoft ADR. Please note, all device exchanges in store will be done with refurbished devices (per Microsoft’s Exchange and Fulfillment Policy). Microsoft Stores can provide up to 3 device exchanges per customer. If the store doesn’t have any refurbished devices available, the store will process the exchange using the Service Center Exchange Process and the customer will have the exchange device shipped to them; otherwise the customer may choose to contact Surface Support for Business directly. If a device is out of warranty, the customer will need to pay an Out of Warranty fee before getting an exchange.

Additional Warranty Services
Extended Hardware Service Extends length of coverage to 3 years Can purchase up to 45 days from device purchase Advanced Exchange timeline 3-5 days (varies by country) – counting from when exchange order is created by Customer Support (CSS) Includes 90 day one-on-one setup support from a Microsoft technical expert Includes advanced exchange (in select markets) Incudes transferrable extended warranty In Store exchange available in US and CA Please note, all device exchanges (Complete for Business) in store will be done with refurbished devices (per Microsoft’s Exchange and Fulfillment Policy). Microsoft Stores can provide up to 3 device exchanges per customer. If the store doesn’t have any refurbished devices available, the store will process the exchange using the Service Center Exchange Process and the customer will have the exchange device shipped to them; otherwise the customer may choose to contact Surface Support for Business directly. If a device is out of warranty, the customer will need to pay an Out of Warranty fee before getting an exchange. Microsoft Complete for Business Includes all the features of the Extended Hardware Service and: Extended setup support for 3 or 4 years Coverage for accidental drops or spills - Limit 2 claims per warranty period; no deductible

Commercial Warranty Plans Comparison
Standard Extended Hardware Service Plan Microsoft Complete for Business Plan Basics Warranty coverage Included With purchase Plan length Varies by country (1-2 years) 3 years 3 or 4 years Activation Activated from day device is received by customer Can add up to 45 days from date of purchase Exchange timeline (business days) 5-8 (varies by country) 3-5 (varies by country) Hardware Service Manufacturing defects for your Surface device including bundled power supply and battery Accidental Damage Protection Coverage for drops, spills, power surges, etc. Support for your Business Surface set-up support 90 days Prepaid shipping Advanced Exchange Microsoft Store Exchange (select countries only*) Transferrable extended warranty

Where to Buy Extended Warranty Services
Reseller Purchase from Authorized Device Resellers when possible (preferred) Purchase direct from Microsoft (exception only)* Direct MS Store Purchase direct from Microsoft Store (B&M) Note: Customers must purchase Extended Hardware Service within 45 days * To purchase direct, submit a Purchase Order in PDF format to the Commercial Order Desk at

Warranty Purchase & Registration

Device and Warranty Registration Process (US/CA)
Business customer purchases an Extended Hardware Service or Complete for Business warranty plan from their Authorized Device Reseller ( ADR) The Authorized Device Distributor (ADD) submits a pre-populated template with customer information to the Microsoft CRR team Microsoft CRR team performs the registration by attaching the warranty to the serial number of the device An confirmation is sent to end-Customer, ADR and ADD.

Device & Warranty Registration Process (ROW)
Warranty Token Redemption Process Flow Business customer purchases extended plan through ADR Microsoft provides Token ID # to ADD ADD submits order for EHS plan to Microsoft ADD shares Token ID # with ADR ADR shares Token ID # with ADR Customer uses token to self-register device with Microsoft Microsoft creates order and generates unique token ID Microsoft sends confirmation about registration to customer NOTE: An ADD or an ADR may register devices on behalf of their End-Customers if they choose.

Technical Support & Warranty Process

Access Great Commercial Support for Surface
Access support through Professional or Premier programs What’s offered? Software Support: The same expert Support Engineers who currently support Windows 8 now support Windows 8 on Surface. Normal charging policies apply for Technical issues. Warranty Support: Customers can leverage existing Technical Support channels for product warranty issues which covers defects in manufacturing and failure due to normal use of the device. No charge unless deemed out of warranty. Premier: Phone/Web submission Professional: Phone only, no online submission Premier Support Price/Terms Standard Warranty Limited Standard Warranty 3-5 Business days for standard exchange Included with Device Technical Support Software and Hardware Advisory and Break-Fix Issues Local Language Support Available 24X7 Problem Resolution Hours How to Access Microsoft Premier Online Premier Phone Warranty Support: Contract Non-Decrement for in-warranty replacements Software and Hardware Support: Contract Decremented No new contract required, leverage existing agreements Professional Support Price/Terms Standard Warranty Limited Standard Warranty 3-5 Business days for standard exchange Included with Device Technical Support Software and Hardware Advisory and Break-Fix Issues Local Language Support Available Business Hours Pay Per Incident, MSDN Subscription, TechNet Subscription How to Access Warranty Support: No charge for in-warranty replacements Software and Hardware Support: Pay Per Incident, or subscription benefits Note: Consumer Device Management Portal (Myservice.surface.com) Business customers should not use to register their device, submit incidents or purchase extended plans. Can be used to check status of a service order or the warranty status of a device

What is Premier Support?
Available to organizations of all sizes and with on- premises, cloud, or mixed environments, Premier is the end-to-end IT support and services offering from Microsoft. Personalized Support Premier customers receive service management through a technical account manager (TAM) from Microsoft. Expedited Resolution Services Your TAM will help to escalate incidents and ensure a rapid resolution to minimize device downtime. Resolution services include 24x7, prioritized problem resolution support; critical situation escalation management; and reactive on-site support for severe issues.

High Level Customer Support Process
Premier Claims Process Customer uses Premier Access ID to initiate expedited claim Warranty related? Customer initiates claim Professional Claims Process Warranty related?

Options for 24 Hour Device Replacement SLA
Customers can currently get a replacement unit with Extended Warranty/Microsoft Complete for Business within 5-7 business days* Customers have three potential options for getting a faster SLA on replacement: Option 1 Customer Purchase additional devices and maintain an in-house swap pool. Dependent on volume and usage at customer Guideline = Approximately 1% of units in usage Option 2 ADR manages swap pool and provides 24hr SLA as a value added service. ADR will keep additional devices in a swap pool ADR may charge additional cost for providing this value added service Option 3 Customer exchanges device at a Microsoft Store Option available in the US and CA Inventory not guaranteed Available regardless of purchase channel Please note, all device exchanges in store will be done with refurbished devices (per Microsoft’s Exchange and Fulfillment Policy). Microsoft Stores can provide up to 3 device exchanges per customer. If the store doesn’t have any refurbished devices available, the store will process the exchange using the Service Center Exchange Process and the customer will have the exchange device shipped to them; otherwise the customer may choose to contact Surface Support for Business directly. If a device is out of warranty, the customer will need to pay an Out of Warranty fee before getting an exchange. * Varies by country: See slides for country-specific exchange timelines.

How do I Protect My Data? Encrypt your hard drive with BitLocker Identity and Data Protection Surface uses Windows Defender to protect against malware and viruses. BitLocker technology, TPM, UEFI, and Secure Boot help keep your Surface Pro safe and secure. The TPM can also host virtual smart cards, a strong authentication technology that enables users to authenticate with asymmetric keys rather than guessable passwords. Microsoft Data Wipe Policy Surface currently DOES NOT have removable storage media. Microsoft Service Centers currently DO NOT have physical destruction capabilities Microsoft Service Centers conduct a data wipe as standard practice Data wiping practices at service centers meet or exceed DOD (US Department of Defense) M and Draft NIST Special Publication Revision 1 to endeavor that there is no PII or Corporate Data left on the device Comprehensive guidelines are available: How to Prepare Surface for Service

Special Warranty Process for Non-bootable Devices New Offer*
Standard Warranty Process Customer wipes device Return to MSFT for warranty Yes Defective Device Note: MSFT also wipes devices as part of standard warranty process Bootable? Advanced Exchange process applies No Non-returnable device Submit claim and letter of certification to MSFT Special Warranty Process (New Offer) Warranty expires with 1st claim Letter of certification needed (per claim) Test your replacement device before sensitive data lands on it *Available May 15th (US only) “Microsoft Complete for Business with Data Retention”

Device and Accessory Exchange Process
Print, sign and return the Affidavit of destruction to a support agent. 3 to 5 business days once letter of affidavit has been received by Microsoft Service Center and the service order is created. No return required. Complete for Business Data Retention Customer Prints and signs Affidavit Customer submits Surface Service Request Customer submits Affidavit Agent creates service order New device shipped to customer Customer disposes or destroys damaged unit Complete for Business Data Retention Plan - Keep Your Own Device (KYOD) 3 year extended warranty plan for select enterprise customers with sensitive data concerns. The Surface Deal Support Group will have to confirm customer eligibility prior to purchasing. Limited to Surface Pro 3 deals in the US Must purchase plan within 45 days of device purchase Maximum of 1 claim per warranty/device, and no deductible. Price for this plan is $299 USD This offering is not publicly available and will only be offered to select enterprise customers with specific and demonstrated needs around sensitive data. In all cases, the Surface Deal Desk will have to confirm customer eligibility prior to purchasing. Affidavit declares that the customer renders the device useless and will not under penalty of law resell or transfer to a third party. Does not cover accessories

Sample Warranty Process for ADR Managed Spare Pools
Surface Issue Replacement Needed? Yes Troubleshoot with MSFT support ADR sends replacement from spare pool ADR initiates warranty claim with MSFT Serial # associated with warranty claim

Premier Proactive Services

Maximize Your Investment with Premier Proactive Services
WorkshopPlus- Windows 8 Application Compatibility Train customers on identifying compatibility issues with apps built on prior versions of Windows and how they could be fixed for migrating to Windows 8+. Surface Productivity Briefings Briefings provide attendees with the deep knowledge and understanding of Surface Pro 3 or Surface 3 devices and how you can utilize the device to enable Enterprise users to be productive. . RAP as a Service for Exchange Server Incorporates content specific to Surface devices and the Window 8 Mail App. The RAP as a Service for Exchange Server enables you to proactively identify and resolve connectivity problems before you encounter them. WorkshopPlus - Windows 8 Client: New Features and Upgrade How to configure and use Windows To Go Desktop and OS changes from Windows 8 to Windows 10 Windows 8 BitLocker and Security Deploying Windows 8 with the Microsoft Deployment Toolkit (MDT) Premier proactive assessments, workshops, deployment support, and a broad range of other solutions are available to optimize your IT environment. For fee services, may be covered by hours on customer’s existing Premier contract

Appendix

Frequently Asked Questions
What is not covered under the Standard Warranty? Normal cosmetic wear however does not void the warranty Customer induced damage, tamper, unauthorized repair and cracked screens. Voids product warranty in case of internal failure Severe physical damage and liquid damage Can I leverage my Premier agreement to cover the services I purchased from my Authorized Device Reseller? No. However, if you do plan to use a partner, depot service or have your Help Desk manage warranty requests, talk with your TAM about best practices. Are accessories covered under a standard warranty? Yes. All Surface in-box and stand-alone accessories covered by a one year standard warranty except the Wedge Mouse which is covered up to three years. Type/Touch/Power covers also have a one-year standard warranty Our user is traveling, can I have the replacement device shipped directly to them? Yes. The device can be shipped to countries where Microsoft has launched Surface. Type of device shipped will be based on ship to country. How can I tell if my device is in warranty and has the Extended Warranty Plan associated to it? You check your warranty at by clicking on “Check Warranty” and entering a device serial number. Note: Please do not register devices using this portal Does Microsoft repair non-functioning devices at the Microsoft Service Center and return the same unit to me? Not at this time. You will receive a new or refurbished replacement device. Are my device Serial Numbers associated with my Premier Agreement? No. The Hardware Customer Service Agent is able to determine if you are a Premier customer when you are entitled for support using your Access ID. Can I order parts and have someone onsite repair the non-functioning device? No. Same unit repairs are not done at this time. Is my Premier contract charged if an issue is determined to be Out of Warranty? No. Out of Warranty issues are directly billed. We cannot reboot the device to remove sensitive data. How does Microsoft wipe my data at the Microsoft Service Center? Microsoft Service Centers perform a DOD (US department of defense) level of data wipe on the device, ensuring that there’s no PII corporate data left on the device.

Device and Accessory Exchange Process
Device and Cover Pre-paid shipping label provided 3 to 5 business days once device received by Microsoft Service Center Accessory Replacement 5 to 7 business days once service order submitted No return required No advanced shipment available Standard Exchange Submit Surface Case via Premier Phone or MPO Agent creates Service Order Ship Device Using Provided Pre-Paid Shipping Options Service Center Processes Return Replacement Device Shipped to You Standard Warranty and shipping logistics vary by country Device Requires purchase of Extended Hardware ServicepPlan Return box and label provided 1-3 business days once service order submitted Customer has 15 business days to return non-functional device Exchange process Varies By country Submit an issue via MPO or Premier Phone with shipping logistics sent to you and sometimes land in your Junk Folder It is recommended that companies remove any corporate or PII information from a Surface prior to sending it in for a repair. Upon receipt Microsoft Service Center inspects non-functioning device for fraud, severe damage or tampering Microsoft Service Centers perform a DOD (US department of defense) level of data wipe on the device, ensuring that there’s no PII corporate data left on the device. Advanced Exchange If troubleshooting is required to determine if hardware issue, software issue or bug, the turnaround time for a new device to be received by the customer may be longer than 3 days If clear hardware issue, you can expect your device within 3 business days once the service order has been submitted Does not cover accessories Out of Warranty If the Microsoft Service Center determines a non-functioning device has customer induced damage or has been tampered with, they will return it to the customer. Customer must submit a new request for an out of warranty replacement Microsoft will invoice customers for Out of Warranty Shipping Details Replacements can only be shipped to countries where Surface has launched Replacements shipped are configured to the country where the device is being shipped to (example: User is based in the US but traveling in Germany and needs a replacement shipped to them using Advanced Exchange. Device shipped to the user will be a German country device – user will need to switch country to US). Shipping logistics vary by country Do not include accessories or covers when returning a non-functioning device for replacement Advanced Exchange Submit Surface Case via Premier Phone or MPO Agent creates Service Order Replacement Device Shipped to You Ship Device Using Provided Pre-Paid Shipping Options Service Center Processes Return Advanced exchange shipping varies by country

Multi-country Warranty and Exchange Scenarios
Scenario 1: The customer purchases Surface devices in the UK and ships the devices to Germany (both are Surface launch countries) Warranty Terms: The terms and conditions of warranty policies are specific to the country where the device is purchased. In this case the standard warranty coverage lasts for 1 year per the UK policy. Exchange Terms: If still under warranty, Microsoft can replace the defective device, type cover or accessory in Germany (where customer resides). All replacement units will be form the SKUs available in Germany . Note: All replacement devices are shipped directly from the distributor and do not come with any value added service that the ADR provided. Business customers (including Premier) will need to work with their ADR to re-add value added services. Scenario 2: The customer purchases Surface devices in Germany and ships the devices to Poland where Surface is not currently sold. Warranty Terms: The terms and conditions of warranty policies are specific to the country where the device is purchased. In this case the standard warranty coverage lasts for 2 year per the policy for Germany. Exchange Terms: If still under warranty, Microsoft can replace the defective device, type cover or accessory in Poland (where customer resides). All replacement units will be from the UK SKU (as Poland does not have any SKUs) but shipped to the customer location (ie Poland) Note: Since Poland is an EU member and by law Microsoft must provide support for customers in all European Union (EU) countries. However, only a standardexchange process will be followed.

Multi-country Warranty and Exchange Scenarios
Scenario 3: The customer purchases Surface devices in the US and ships the devices to a non-launch country in LATAM or APAC Warranty Terms: The terms and conditions of warranty policies are specific to the country where the device is purchased. In this case the standard warranty coverage lasts for 1 year per the US policy. Exchange Terms: If still under warranty, Microsoft can replace the defective device, type cover or accessory and ship to the nearest launch country ONLY. Microsoft CANNOT ship directly to customer in the destination country. All replacement units will be from the SKUs available in nearest launch country. Note: A standard exchange process will be followed and customer will have to ship the defective device or type cover to the nearest return depot at their own cost. Scenario 4: The customer is a MNC and purchases Surface devices in multiple countries. Warranty Terms: The terms and conditions of warranty policies are specific to each country where the device is purchased. The standard warranty coverage lasts for 1-2 year depending on country. Exchange Terms: If still under warranty, Microsoft can replace the defective device, type cover or accessory in the country (where customer resides). Depending on the country, one of the three scenarios (1-3) will apply Note: A uniform warranty policy cannot be applied across all countries due to compliance requirements with local laws

Out of Warranty Determination
A customer returns a device under warranty, but after evaluation the device is deemed out of warranty (OOW). Criteria for making this determination includes (but is not limited to): Cracked or scratched touchscreen Significant cosmetic damage including scratches, dents, etc. Kickstand hinge damage Evidence of unauthorized service or attempted disassembly Tamper label removed, altered or otherwise disturbed Modifications to internal components Serial number removed, mismatched, altered or otherwise unreadable

When am I charged for support?
Technical Scenarios No fee Fee (decrement contract hours or Pay Per Incident) Errors or issues during Out Of Box Experience (OOBE) – Device Setup and Configuration Customer experiencing a blue screen on a OOBE device that is custom imaged Customer experiences blue screen or other errors after the device has already been successfully used in production Errors or issues with setup or using Pen for first time. Customer experiencing problems trying to set up pen on a new device for the first time N/A Errors or issues related to wireless networking Customer experiencing problems trying to connect a new device to a wireless network, if other devices are already functioning properly on the wireless network Customer experiencing problems trying to connect a new device to a wireless network, if other devices are NOT already functioning properly on the wireless network Errors or issues related to activating Surface Customer experiencing problems trying to active Windows on a device Errors or issues related Device Imaging and Deployment Customer needs guidance on best practices on how to image their device 1. Customer needs help preparing an image 2. Customer encounters a problem during the imaging process or after the application of the image Please note these are examples only and not inclusive of all possible issues

Microsoft Warranty & Support Offers for Business January 2016 Update

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