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Scope of Products Included <br />Service from the Start with Comprehensive Coverage and associated options are currently available for <br />the Si500 device. <br />Motorola Responsibilities <br />Remote Technical Support Coverage. Motorola shall respond to calls within two (2) hours <br />during the support days. In addition, customers may contact the Call Management Center <br />(800-927-2744) who will log a technical request on Motorola Case Management System 24 x 7 <br />on the customer’s behalf. <br />1.Technical Problem Isolation, Analysis and Resolution . A Motorola representative will: <br />●Assess the nature of the problem <br />●Assist and perform problem determination <br />●Work to achieve problem resolution <br />2.Hardware Repair . Motorola will provide repair or replacement with a three day business day <br />in-house turnaround time provided the devices are delivered to the repair center by 9:00 a.m. (local <br />repair center time). Turnaround time represents the time a product spends at Motorola in the repair <br />process; it does not include time in transit. <br />3.Comprehensive Coverage . Motorola will repair electrical failures caused by accidental <br />damage to the Motorola terminals covered by the service agreement that occur during normal use. <br />Examples of items included under Comprehensive Coverage include - <br />a.Electrical repair for failures caused by accidental water damage <br />b.Electrical repair for accidental internal damage <br />c.Replacement of accidentally cracked or broken housings. <br />d.Replacement of accidentally cracked or broken displays. <br />e.Replacement of accidentally cracked or broken or missing keypads/buttons <br />There is a limit of one device repair per contract year with Comprehensive coverage. <br />QUOTE-148697Orange County SO DEMSProposal <br />Motorola's quote is based on and subject to the terms and conditions of the valid and executed written contract between Customer and Motorola (the ""Underlying Agreement"") that authorizes <br />Customer to purchase equipment and/or services or license software (collectively ""Products""). If no Underlying Agreement exists between Motorola and Customer, then Motorola's Standard Terms <br />of use and Purchase Terms and Conditions govern the purchase of the Products. <br /> <br />Page 22 <br />24