1. APM Automation Solutions Ltd. RMA Procedure Eran Perlstein APM Customer Support 1

2. Agenda RMA Request & Approval Shipments Defect Verification Defect Qualification Returning Goods May 2011APM Annual International Partners Conference2

3. RMA Request & Approval If you suspect a defective product, contact APM Technical Support Tech Support should verify the problem and cover all technical options with the distributor to define the case as RMA Tech support will check: –Different types of connections communications –Power supplies –Firmware update –Computer and drivers Upon RMA approval the distributor should fill the RMA form in APM Website: http://www.apm-solutions.com/RMAhttp://www.apm-solutions.com/RMA The RMA form should include detailed description of the problem Tech Support will approve the form internally Customer Service will send the distributor the RMA number and shipping instructions A separate RMA number will be issued for each product or part May 2011APM Annual International Partners Conference3

4. Shipments The distributor ships back the parts or products properly packed to avoid any damage during shipment A printed RMA form and RMA number should be attached to each part or product Shipping to APM offices will be on the customer’s account APM will notify the customer when the goods have arrived and the process has started APM will not accept products that were not approved for RMA procedure May 2011APM Annual International Partners Conference4

5. Defect Verification The returned products will be tested according to the distributor description and Tech Support advice First report to the customer will be issued no later than 14 working days after the arrival of the products Additional examination and testing might be required to complete the defect verification by the factory which may require an additional 21 working days (different department within APM) May 2011APM Annual International Partners Conference5

6. Defect Qualification The product testing qualification can be: –No Fault Found (NFF) –Customer / End User Misuse –Component Failure (under Warranty) –Component Failure (not under Warranty) In cases where no fault is found, APM will return the product as is In cases of customer misuse or a component failure (not under warranty) APM will quote the repair cost –Note: if repair is impossible, a quote for a new product or part will be issued (in cases where the electronic card is ATEX/FM) In cases where APM bears the responsibility for the fault, a refurbished or new unit will be shipped to the customer May 2011APM Annual International Partners Conference6

7. Returning Goods Shipment status notification will be made by Customer Service In cases where there is NFF, misuse or product not under warranty, the returned goods will be added to the next shipment or shipped separately on the customer’s account In cases where APM bear responsibility, the shipment of the refurbished / new product will be on APM account May 2011APM Annual International Partners Conference7