Service from the Start Why Digital Radios

Service from the Start

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

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

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 1 2 3 Warrantee

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

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

AT - A - GLANCE Warranty Service From The Start Lite Service From The Start With Comprehensive Coverage 2 Years 3 , 5 Years 3, 5 Years N/A 10 days+ 10 days 5 days Covers normal wear and use x x Covers Accidental Breakage x x x Coverage Manufacturer defects only Turnaround Time (1) Software Support (2) Shipping (4) Bug Fix Only within Hardware Warranty Period (3) 1 -Way 2 -Way Non Technical Telephone support: 9 am-5 pm CET, Mon-Fri x x Priority Two-Day Repair Turnaround x x Option Battery Replacement x x Option Cosmetic Refurbishment x x Option (1) Turnaround time is Motorola “in-house” repair time and does not include time in transit. 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. (2) Software

OPTIONS EXPLAINED 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 Sf. S 3 year contract Provides 2 additional batteries for each radio covered by Sf. S 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

Service From The Start Pricing Model Description SL Series, DP 2000, DP 3000 & DP 4000 DM 3000 & DM 4000 SL Series DP 2000 Options DP 3000 DP 4000 All 1 2 3 4 Service From The Start Lite 1 Service from the Start with Comprehensive Battery Replacement (HKNN 4013)2 Battery Replacement (PMNN 4425)2 Battery Replacement (PMNN 4416)2 Battery Replacement (PMNN 4417)2 Battery Replacement (PMNN 4418)2 Battery Replacement (PMNN 4101)2 Battery Replacement (PMNN 4102)2 Battery Replacement (PMNN 4103)2 Battery Replacement (PMNN 4104)2 Battery Replacement (NNTN 8129)2 Battery Replacement (PMNN 4407)2 Battery Replacement (PMNN 4409)2 Battery Replacement (PMNN 4412)2 Cosmetic Refurbishment 3 Priority Two-Day Repair 4 List Price 3 Years $37. 50 $84. 00 $120. 00 $41. 00 $32. 00 $54. 00 $81. 00 $90. 00 $113. 00 $111. 00 $135. 00 $68. 00 $167. 00 $113. 00 $135. 00 $63. 00 $19. 00 $17. 00 Options not applicable Battery Replacement Option Provides 1 additional battery for each radio covered by Sf. S 3 year contract Provides 2 additional batteries for each radio covered by Sf. S 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 condition visually. Priority Two-Day Repair Option Upgrades the standard in-house turnaround time from 5 to 2 days. Excludes freight time. List Price 5 Years $82. 50 $125. 00 $200. 00 $77. 00 $60. 00 $102. 00 $153. 00 $170. 00 $213. 00 $212. 00 $247. 00 $255. 00 $132. 00 $315. 00 $213. 00 $255. 00 $119. 00 $32. 00 $25. 00

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.

Logging a Technical Support Call Customer contacts Dealer with issue Dealer logs call with Motorola Radio Support Centre CUSTOMER Dealer Call RSC 1. By phone: giving serial number of appropriate unit • +27 (0)11 800 7939 2. Submits a Technical Support Request form via • email to essc@motorolasolutions. com Technical Support call back to Dealer within specified SLA – 2 or 4 hours * If issue cannot be resolved by phone issue is escalated Technical Support

Initiating a Repair Request Customer sends faulty unit to Dealer completes Service Request form and forwards Radio & Form to RSC Via logistics provider CUSTOMER Dealer Logistics Company Logistics company collects faulty unit from Dealer and delivers to 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) - Emailing ersc@motorolasolutions. com Note: Return shipping is for dealers account with SFS Lite RSC