1. Service from the Start

2. Why Digital Radios?
Technology is becoming more complex - harder to repair and maintain original manufacturer standards
Analogue Radios:
Designed for workshop repair
Replacement parts widely available
Little or no special test equipment
Low software content
Static Feature set
Digital Radios:
Multi layer boards
Special test equipment required
Limited replacement parts
High software content
Feature rich

3. What Are Customers Looking For?
Enhanced Productivity: devices that work in the field with minimum downtime
Greater Reliability: optimal performance throughout the product lifecycle
Lower TCO: ability to budget, avoid unforeseen costs & minimise overall cost of ownership

4. Service From The Start Vs Warranty Advantage
Warranty includes:
Hardware Repair & Return – Manufacturing Defects Only
Software Bug Fixes
But:
No accidental breakage cover
No committed turnaround time
No technical support
No wear & tear cover
No repairs post warranty
Solution:
Sell Service from the Start Services
Remote technical support and service helpdesk
Wear and tear, accidental breakage cover
Priority support & committed repair times
Software Updates
Service From the Start
Warrantee

5. Manufacturer Advantage
Unrivalled product knowledge/engineering
Updates/engineering changes automatically installed
Maintains original product quality specifications
On-going support across the product lifecycle from field to engineering support
World Class in-house repair & technical support facilities
Highly skilled & certified technical experts
National coverage, global infrastructure

6. FEATURES EXPERT TECHNICA L SUPPORT WITH FAST RESPONSE TIMES
Get the answers you need with priority call handling
FAST TURNAROUND TIME FOR REPAIRS
Minimising downtime with flexible service plans to meet your needs
COMPREHENSIVE, NO QUESTIONS ASKED COVERAGE
Helps eliminate surprise repair costs; significantly reduces total cost of ownership
PREDICTABLE BUDGETS
Helps to protect you from the unexpected
QUALITY ASSURED
Repaired to manufacturer specifications by our expert technicians
OPTIONS TO TAILOR YOUR SERVICE PROGRAM
Priority Two-Day Repair Turnaround Battery Replacement Cosmetic Refurbishment

7. AT - A - GLANCE Warranty Service From The Start Lite
Service From The Start With Comprehensive Coverage
Coverage
2 Years
3 , 5 Years
3, 5 Years
Manufacturer defects only 
N/A
Turnaround Time (1)
10 days+
10 days
5 days
Covers normal wear and use x
Covers Accidental Breakage
Software Support (2)
Bug Fix Only within Hardware Warranty Period (3)
Shipping (4)
1-Way
2-Way
Non Technical Telephone support: 9am-5pm CET, Mon-Fri
Technical Telephone support: 9am-5pm CET, Mon-Fri
Priority Two-Day Repair Turnaround
Option
Battery Replacement
Cosmetic Refurbishment
(1) Turnaround time is Motorola “in-house” repair time and does not include time in transit.
(2) Software Support comprises patches (bug fixes) and maintenance releases of the current version of the software.
(3) Software Support for Warranty and Service from the Start Lite provides for bug fix only within Hardware Warranty Period.
(4) Shipping point is the SA Re-seller. No shipping to/from the end user.

8. OPTIONS EXPLAINED Priority Two-Day Repair Option
Purchased up-front with the hardware or up to 30 days thereafter:
Priority Two-Day Repair Option
Upgrades the standard in-house turnaround time from 5 to 2 days Warranty is 10 day best endeavours turnaround time
Battery Replacement Option
Provides 1 additional battery for each radio covered by SfS 3 year contract
Provides 2 additional batteries for each radio covered by SfS 5 year contract
Cosmetic Refurbishment Option
Provides repair or replacement of external components, when faulty radio sent to service centre, to restore the terminal to its original

9. Service From The Start Pricing
Model
Description
List Price 3 Years
List Price 5 Years
SL Series, DP2000, DP3000 & DP4000 DM3000 & DM4000
Service From The Start Lite1
$37.50
$82.50
Service from the Start
$84.00
$125.00
Service from the Start with Comprehensive
$120.00
$200.00
Options
SL Series
Battery Replacement (HKNN4013)2
$41.00
$77.00
Battery Replacement (PMNN4425)2
$32.00
$60.00
DP2000
Battery Replacement (PMNN4415)2
$54.00
$102.00
Battery Replacement (PMNN4416)2
$81.00
$153.00
Battery Replacement (PMNN4417)2
$90.00
$170.00
Battery Replacement (PMNN4418)2
$113.00
$213.00
DP3000
Battery Replacement (PMNN4101)2
$111.00
$212.00
Battery Replacement (PMNN4102)2
$131.00
$247.00
Battery Replacement (PMNN4103)2
$135.00
$255.00
Battery Replacement (PMNN4104)2
$68.00
$132.00
DP4000
Battery Replacement (NNTN8129)2
$167.00
$315.00
Battery Replacement (PMNN4407)2
Battery Replacement (PMNN4409)2
Battery Replacement (PMNN4412)2
$63.00
$119.00
All
Cosmetic Refurbishment3
$19.00
Priority Two-Day Repair4
$17.00
$25.00
1 Options not applicable
2 Battery Replacement Option Provides 1 additional battery for each radio covered by SfS 3 year contract Provides 2 additional batteries for each radio covered by SfS 5 year contract
3 Cosmetic Refurbishment Option Provides repair or replacement of external components, when faulty radio sent to service centre, to restore the terminal to its original condition visually.
4 Priority Two-Day Repair Option Upgrades the standard in-house turnaround time from 5 to 2 days. Excludes freight time.

10. CONDITIONS
Service from the Start is a multi-year service program that is available with the purchase of new Motorola digital radios and must be purchased within 30 days of the product purchase.
Excluded from coverage is damage to accessories and consumables such as batteries, antennae and damage caused by natural or man-made disasters – such as fires, floods – and theft.
Product must be operated within its environmental specifications.

11. Logging a Technical Support Call
Customer contacts Dealer with issue
Dealer
Dealer logs call with Motorola Radio Support Centre
By phone: giving serial number of appropriate unit
+27 (0)
Submits a Technical Support Request form via to
Call RSC
CUSTOMER
Technical Support call back to
Dealer within specified
SLA – 2 or 4 hours
Technical Support
* If issue cannot be resolved by phone issue is escalated

12. Initiating a Repair Request
Customer sends faulty unit to
Dealer
Dealer
Dealer completes Service Request form and forwards Radio & Form to RSC
Via logistics provider
Logistics Company
CUSTOMER
Logistics company collects faulty unit
from Dealer and delivers to RSC
RSC
Logistics Contact Details
Tel: +27 (0)11 AAA BBBB
Quote account number: ABCD
Dealer can gain hardware repair updates by:
- Phoning the EMEA Radio Support Centre (ERSC)
- ing
Note: Return shipping is for dealers account with SFS Lite