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4.Transportation . Motorola will provide two way shipping. A shipping label will be generated via <br />MOL to initiate the return process. <br />Customer Responsibilities <br />1.Serial Numbers . Customer must provide a complete list, preferably in electronic format, or by <br />completing a Service Order Form (SOF) of all hardware serial numbers to be covered under the <br />service agreement. <br />2.Initiating Repair . When Service from the Start Comprehensive is purchased at the time of <br />ordering the equipment, the serial numbers will automatically be captured and included in the service <br />agreement. When Service from the Start Comprehensive is purchased separately from the <br />equipment order, then Customer must complete a Return Material Authorization (RMA) for each <br />faulty unit and label the package correctly with a pre-paid shipping label generated via MOL. <br />3.Initiating Telephone Technical Support . When contacting Motorola for Technical <br />Support, customer must provide the Serial Number of the unit. <br />Limitations and Restrictions <br />1.Customer will incur additional charges at the prevailing rates for any of the following <br />activities, which are not covered under this agreement: <br />a.Replacement of consumable parts or accessories, as defined by product, including but <br />not limited to batteries, cables, carrying cases. <br />b.Repair of problems caused by natural or manmade disasters, including but not limited to <br />fire, theft and floods that would cause internal or external component damage or <br />destruction. <br />c.Repair of problems caused by third parties’ Software, accessories or peripherals not <br />approved in writing by Motorola for use with the product. <br />d.Repair of problems caused by using the device outside of the product’s operational and <br />environmental specifications or repaired by a third party. <br />e.Repair of problems caused by unauthorized alterations or attempted repair. <br />f.Non-remedial work, including but not limited to administration and operator procedures, <br />reprogramming, and operator or user training. <br />g.Problem determination and/or work performed to repair or resolve issues with non- <br />covered products; for example, any hardware or software products not specifically listed <br />on the service order form. <br />h.Performance of any file backup or restoration. <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 23 <br />25