1. ClickShare/wePresent EssentialCare

2. EssentialCare value proposition
Peace of mind for the End-customer
Get replacements on-site faster through next-business day express shipment
Extended hardware coverage up to 5 years
Budget protection: Avoid unexpected replacement costs
A business opportunity for distributors and resellers
Greater customer satisfaction
Additional (recurring) revenue and margin on new sales
1 year contracts to target legacy in-warranty installed base

3. ClickShare & wePresent EssentialCare
A value added resellable service package
Standard warranty
EssentialCare
Duration
3 years
5 years coverage 1 year packages
Parts coverage
Replacement model
Swap Best effort economy shipment
Advance swap NBD express shipment
Support services
Helpdesk response time
8 business hours best effort
1 hour (phone) 4 hours (service ticket)
Helpdesk availability
Business hours
Through Barco authorized distributor
Can be attached to all current ClickShare and wePresent models, including XMS.

4. The 5 years vs. 1 year EssentialCare packages
For new ClickShare or wePresent sales
5y package only available at time of sale
Better service levels from day 1
For existing in-warranty devices
1y packages extend coverage to 5 years (add years 4 and 5)
Can be used to upgrade service levels in years 1, 2 and 3
Service level
EC 1y
EC 1y
EssentialCare – 5y
Standard warranty
Standard warranty
Time of sale
3 years
5 years
Time of sale
3 years
5 years
No EssentialCare for out-of-warranty devices  Trade-in!

5. Pricing model
MSRP based pricing model with channel discounts (cfr. price books)
Note: WiPG-1000P not available in US/AMERICAS

6. EssentialCare ordering process
End customer
Reseller
Distributor 1 2 3
1) End-customer purchases ClickShare/wePresent from reseller, including (the reseller’s own) services
2) Reseller purchases EssentialCare coverage from their Barco distributor
Together with new product sales: Reseller places PO for ClickShare/wePresent incl. EssentialCare coverage at the distributor.
To extend coverage on an existing in-warranty product: Reseller places PO for EssentialCare at the distributor.
3) Distributor purchases EssentialCare coverage from Barco
Distributor places a purchase order for EssentialCare through Barco’s sales desk or his designated Barco sales representative.
The PO must include the serial numbers of the ClickShare/wePresent devices that need coverage.

7. Standard support and escalation flow
Level
Responsible for support
Level 1
Reseller
Level 2
Distributor
Level 3
Barco local helpdesk
Level 4
Barco escalation helpdesk  
Channel partners receive margin to provide first line support
They are closest to the customer, and thus the preferred support channel
This does not mean we will not help resellers/customers in need!
Cfr. EssentialCare Guideline document for more details.

8. EssentialCare material return flow
End-customer
Reseller
Distributor
Barco
RMA flow
1. Reports issue to reseller.
2. Diagnoses issue, contacts distributor to request replacement and RMA.
3. Requests RMA and advance swap authorization through local Barco helpdesk.
4. Authorizes RMA (issues RMA number(s)) and advance swap.
6. Sends new replacement unit to reseller from own stock.
Logistics flow
7. Ships/installs replacement unit at end-customer.
8. Picks up and sends defective unit to distributor or appointed broker.
9. Sends defective unit to Barco according to Barco RMA process.
Financial flow
5. Credits distributor for replacement units (1x per quarter).

9. EssentialCare Coverage to end users Barco’s responsibility
EssentialCare delivery and responsibility matrix
EssentialCare Coverage to end users
Barco’s responsibility
Distributor’s
responsibility
Reseller’s
Support Services
HW Service Policy
Advance swap
Barco assigns RMA; creates credit note to distributor, monthly or quarterly as agreed
Distributor requests RMA; Distributor provides advance swap from Distributor stock
Reseller contacts Distributor for HW failure
HW RMA Logistics
Customer gets RMA Unit delivered
NA (Credit note)
Distributor ships advanced swap unit to reseller latest Next Business Day
Reseller delivers unit to Customer and ensures the unit is working properly
HW Reverse Logistics
Faulty unit gets picked up
Reception in Barco warehouse;
in case of logistic broker, Barco may request return
Distributor collects unit from reseller and ships to Barco or Barco confirmed logistic broker
Reseller collects goods from end customer and returns to distributor as per reseller agreement
Phone Support
Business Hours
Business Hours L3. local Barco helpdesk supported by regional/global product specialists
Business Hours L2
Business Hours L1
eSupport
24/7
Keep available 24/7;
response time 4 business hours
Distributor’s certified engineer is expected to log the case to Barco
Reseller’s certified engineer is expected to contact Distributor
MyBarco portal
maintained by Barco
N/A
Chat support
24/7 (English)
Keep available 24/7
Knowledge Base
On-line available knowledge base (English)
Keep available 24/7; maintained by Barco
Certified training
Access to skilled support engineers
Up-to-date Specialist and Expert Certification training packages by Barco
Distributor is expected to have support engineers certified
Reseller is expected to have support engineers certified
Accessories
Dongle
See HW Service Policy above
See HW Service Policy above; Barco requires picture of ‘cut’ dongle cord as part of RMA confirmation
Distributor collects unit from reseller; Distributor can ship to Barco or Barco confirmed logistic broker, or scrap locally
See process description for details