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Sepura 2000 and 3000 Series Products
Standard Warranty, Extended Warranty
Customer Care & Fixed Price Repair Services

SB-P-06-4053
Issue 1



















PRODUCT BULLETIN


© SEPURA LIMITED 2005


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Sepura 2000 and 3000 Series
Products Standard Warranty,
Extended Warranty
Issue 1 © Sepura Limited 2006





1 1. . C CO ON NT TE EN NT TS S

1. CONTENTS ........................................................................................................................................2
2. INTRODUCTION ................................................................................................................................3
3. OVERVIEW.........................................................................................................................................4
4. STANDARD WARRANTY ..................................................................................................................6
5. EXTENDED WARRANTY...................................................................................................................6
6. CUSTOMER CARE (HARDWARE & SOFTWARE SUPPORT) SERVICE.......................................7
6 6. .1 1. . H HA AR RD DW WA AR RE E R RE EP PA AI IR R O OR R R RE EP PL LA AC CE EM ME EN NT T..........................................................................................7
6 6. .2 2. . S SO OF FT TW WA AR RE E S SU UP PP PO OR RT T....................................................................................................................7
7. FIXED PRICE REPAIRS.....................................................................................................................9
8. HELP DESK........................................................................................................................................9
9. SOFTWARE (FUNCTIONALITY) UPGRADES..................................................................................9
10. IN-TERRITORY SIMPLE REPAIR ...............................................................................................10
11. SPARES........................................................................................................................................10
12. APPENDIX 1. FEATURE SUMMARY OF THE DIFFERENT SERVICES....................................11
13. APPENDIX 2. COMPARISON OF APPLICABLE TIMEFRAMES FOR EACH SERVICE..........12
14. NOTICE.........................................................................................................................................13
15. CONTACT DETAILS....................................................................................................................13

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Sepura 2000 and 3000 Series
Products Standard Warranty,
Extended Warranty
Issue 1 © Sepura Limited 2006


2 2. . I IN NT TR RO OD DU UC CT TI IO ON N
This document defines the Standard Warranty, Extended Warranty, Customer Care
and Fixed Price Repair policies for the Sepura 2000 and 3000 Series of products and
provides a recommendation on the levels of spares that should be held.
It supersedes all previous 2000 and 3000 series Sepura Warranty Bulletins and
defines the warranty period for earpieces and the GSM Style Handsfree Kit as well as
the first line spares for the 3000 series mobile.
The standard warranty period for the Series 2000 and 3000 terminals is three years
from delivery date but may vary under certain contractual conditions.
The warranty period for the battery supplied with a hand-held terminal or supplied as a
separate accessory is 12 months from delivery date. The standard battery has an
operational life that is typical for this battery technology. This is at least 500 charge
cycles, which means an operational life of greater than two years for a typical work
pattern (i.e. on a personal issue basis of one shift per day, five working days per week
and up to forty-eight working weeks per year).
Warranty on accessories varies according to type and manufacturer terms.
Customer Care services covering hardware and software support are offered to the
customer or the customer’s In-Territory Repairer. Sepura also offers a Fixed Price
Repair service for products no longer covered by Standard Warranty or a Customer
Care contract.
A Sepura Help Desk forms part of the support framework for customers and acts as a
single point of contact for customers raising queries or reporting faults.
A summary of the salient features of these policies is shown in the table of Appendix 1
and a diagram comparing the applicable timescale is given in Appendix 2.
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Sepura 2000 and 3000 Series
Products Standard Warranty,
Extended Warranty
Issue 1 © Sepura Limited 2006


3 3. . O OV VE ER RV VI IE EW W
On experiencing a problem with a terminal or terminal accessory the customer should
immediately report the problem to its Sepura accredited In-Territory Repair centre if
they have one, otherwise to Sepura in Cambridge, UK.
The In-Territory Repair centre or Sepura will take the following actions;
• Perform a test on the suspected product.
• If applicable perform minor cosmetic repairs such as replacing the
antenna/rotary knob.
• For more complex problems implement a short-term work-around if
applicable and possible.
• If the problem cannot be resolved then replace the terminal or accessory
with a working unit from a buffer stock of spares.

If an In-Territory Repair centre has been used for the steps above, it will then contact
the Sepura Help Desk and arrange for the faulty item to be returned to Sepura for
repair or replacement. The In-Territory Repair centre may report a product fault to the
Sepura Help Desk by email or by telephone during the working days of Monday to
Friday inclusive from 08:30 to 16:30 (UK time) each day, but excluding UK Public
Holidays.
The Sepura customer support e-mail address is customer.returns@sepura.com.

Sepura will allocate a Return Material Authorisation (RMA) number to the logged fault.
This number acts as the definitive reference for both the customer and Sepura, and
enables the faulty item to be tracked right through the repair cycle. Sepura expects
the In-Territory Repair centre to provide an accurate and detailed description of the
fault for inclusion on this log.
Sepura will repair or replace the faulty unit in accordance with contracted turn-round
times and subject to the cause of the fault being a result of fair wear and tear.
If after examination Sepura cannot verify the reported fault the product is returned to
the customer in an ‘as received’ state and a ‘No Fault Found’ charge will be made to
cover the costs of this examination.
A faulty product deemed by Sepura to be ‘Beyond Economic Repair’ is replaced free
of charge when the terminal is under Warranty, Extended Warranty or Customer Care.
Typically a product is deemed to be Beyond Economic Repair if the cost of repair,
including fault assessment time, exceeds 50% of the cost of a replacement, or, if a
trained faultfinder cannot identify the fault after two hours work on the product.

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Sepura 2000 and 3000 Series
Products Standard Warranty,
Extended Warranty
Issue 1 © Sepura Limited 2006

Sepura will endeavour to return repaired terminals with the same version of application
software, unless this version has been superseded by a new version of software
offering the same functionality and the old version has been discontinued for more
than 12 (twelve) months. If a new version has to be supplied in this context then it is
done so free of charge.
Repaired terminals will be returned with Application software only, it is the
responsibility of the In-Territory Repair centre to correctly configure the terminal.
Sepura expects the In-Territory Repair centre to purchase a Sepura Terminal
Programming Tool and the associated training programme so that it can configure
Sepura radio Terminals.
Where a terminal incorporates Air Interface Encryption, the In-Territory Repair centre
and/or authorised organisation that has control of the Cipher Keys is responsible for
loading the relevant secure Cipher Keys into the terminal. This is done via a Sepura
Standalone Key Management System tool to the security standards defined in the
Customer’s contract with the In-Territory Repair centre and/or authorised organisation.
If a returned product is found to have been ‘tampered’ with by unauthorised personnel
Sepura will levy a ‘Tampered With’ charge.
Sepura will pay the return shipping costs for verified Standard Warranty, Customer
Care and Fixed Price Repair repairs and the Customer/In-Territory Repair centre pays
for the shipment of the faulty product to the Sepura designated repair location.
For repairs to terminals where the fault is not due to 'Fair Wear & Tear' Sepura will
quote for the repair. It is possible that the quote will be for a complete replacement
terminal. This approach applies whether or not the terminal is under Warranty or under
Customer Care.
Fair Wear & Tear is;
Damage or failure sustained by a product following normal field operational use within
the specified limits of the product.

Fair Wear & Tear is NOT damage due to:
• Accidents
• Use outside the product’s normal operational limits
• Continued use of a product that is in need of repair
• Contamination, submergence, ingress, drop, impact, humidity, temperature
or vibration outside the product’s stated parameters
• Storage outside the product’s specified parameters
• Solar and/or particle radiation
• Electrostatic, electrical and magnetic stress
• Incorrect fitment of accessories or spare parts
• Unauthorised or improper repair, configuration, programming of product
• Continued use of a product requiring an essential hardware or software
update

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Sepura 2000 and 3000 Series
Products Standard Warranty,
Extended Warranty
Issue 1 © Sepura Limited 2006

4 4. . S ST TA AN ND DA AR RD D W WA AR RR RA AN NT TY Y
The radio terminals are warranted free from defects due to faulty design, workmanship
or materials for a period of 36 (thirty six) months from the date of delivery, but may
vary under certain contractual conditions. Most selected, approved accessories are
similarly warranted for 12 (twelve) months from date of delivery, with earpieces and
GSM style handsfree kit for 3 (three) months.
Radio terminal batteries are warranted against electrical and mechanical failure for 12
(twelve) months from the date of delivery. As with all batteries charging cycles reduce
the cell capacity. The battery is specified to have retained a nominal 80% of its
original capacity after 500 charge cycles. Charging must be conducted using a Sepura
approved charger.
Sepura shall at its option repair or replace any such product or part thereof that is
found to be defective. Sepura’s target is to return the repair or replacement within 15
(fifteen) working days from receipt by Sepura.
The warranty shall not apply where the hardware is defective arising from misuse,
abnormal working conditions, wrongful or incorrect storage, alteration or repair of the
hardware and/or software without the written approval of Sepura.
Sepura does not offer warranty on Sepura products that are used in conjunction with a
non-approved accessory.
Sepura does not warrant the application software to be error free. In the case of
defects in software, Sepura shall use all reasonable endeavours to correct such
defects at the earliest opportunity or replace the software at its option. Defect
correction shall be limited to those software defects that materially affect the
performance of the product and which have been discovered within the first twelve
months from the date of delivery.
5 5. . E EX XT TE EN ND DE ED D W WA AR RR RA AN NT TY Y
The Standard Warranty can be extended on the terminals by either 12 months or 24
months. Extended Warranty must be ordered from Sepura at the time the terminal is
purchased. It is not offered on Sepura products that are used in conjunction with non-
approved accessories.
Warranty on terminal accessories, including batteries, is not extended.
Terms regarding repair time and application software defects are as per Standard
Warranty.
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Sepura 2000 and 3000 Series
Products Standard Warranty,
Extended Warranty
Issue 1 © Sepura Limited 2006

6 6. . C CU US ST TO OM ME ER R C CA AR RE E ( (H HA AR RD DW WA AR RE E & & S SO OF FT TW WA AR RE E S SU UP PP PO OR RT T) )
S SE ER RV VI IC CE E
Sepura offers a Customer Care package that covers Hardware Repair or Replacement
(equivalent to Standard Warranty) and Software Support for the radio terminals.

Customers with a Customer Care contract will be offered new Sepura Software
Releases as free of charge Software Upgrades. These Software Upgrades will
normally be supplied in CD ROM format. The installation and configuration of such
Software Upgrades is the responsibility of the customer or the customer’s In-Territory
Repair centre.

Customer Care contracts can be taken out to cover up to 60 (sixty) months from the
date of delivery, including the first three years of Standard Warranty. It has to be
taken out in a whole number of 12 (twelve) months.

6 6. .1 1. . H Ha ar rd dw wa ar re e R Re ep pa ai ir r o or r R Re ep pl la ac ce em me en nt t
The repair or replacement turn-round target time is within 7 (seven) working days from
the date of the faulty product receipt by Sepura. Sepura shall at its option repair or
replace any such product or part thereof that is found to be defective.

Customer Care covers Hardware Defects due to faulty design, workmanship or
materials.
Customer Care shall not apply where the hardware is defective arising from misuse,
abnormal working conditions, wrongful storage or alteration or repair of the hardware
without the approval of Sepura.
Sepura does not offer Customer Care on Accessories or Batteries nor on Sepura
products that are used in conjunction with unapproved Accessories.
6 6. .2 2. . S So of ft tw wa ar re e S Su up pp po or rt t
Software functionality is comprehensively tested, however, it cannot be tested in every
possible permutation and accordingly Sepura does not warrant that the Application
Software will be free of all defects or that its use will be uninterrupted.

In the case of defects in application software contained in terminal products, Sepura
shall use all reasonable endeavours to correct such defects at the earliest opportunity
or replace it at its option.

Notwithstanding the aforementioned, Sepura warrants that the application software is
free from;
• Viruses that could have been detected by using the latest (at the date of dispatch)
standard, commercially available virus detection software
and,
• Forms of “electronic possession” and “logic bombs”, which expressions shall have
meanings as they are generally understood within the computing industry.

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Sepura 2000 and 3000 Series
Products Standard Warranty,
Extended Warranty
Issue 1 © Sepura Limited 2006

Where software defects are discovered and notified to Sepura, Sepura agrees to
respond and correct such errors. The manner and speed of the response is
dependent upon the Error Priority assigned by Sepura and defined below;

Error Priority A:
This priority will be assigned to errors that are recurring, catastrophic failures for which
no viable work around exist. Errors given this priority are those that render the
Product or any substantial functionality of the Product, unusable.

Sepura shall use its reasonable endeavours to provide a work around, where possible,
within 7 (seven) working days of the report of the error and a code correction within 30
(thirty) working days from the day Sepura has received the notice of the error. After
the said seven day period and until a code correction is delivered, Sepura shall report
at reasonable intervals its continuing efforts and progress in producing a code
correction.

Error Priority B:
This priority will be assigned to those errors that result in serious inconvenience to the
users of the Product or that substantially impact the work operation, and for which no
viable work around exists.

Sepura shall use all reasonable endeavours to provide an avoidance procedure within
30 (thirty) working days of the report of the error and a code correction within 4 (four
months) months from the date Sepura received the notice of the error. After the said
thirty day period and until a code correction is delivered, Sepura shall report at
reasonable intervals its continuing efforts and progress in producing a code correction.

Error Priority C:
Errors given this priority are those that can easily be avoided, worked around or
accommodated without any serious loss in functionality. Sepura shall use all
reasonable endeavours to provide an error avoidance procedure within a reasonable
period of time.

Notes:
1. An error with Priority ‘C’ may be inherently fixed as a result of a software upgrade
resulting from the clearance of a Priority ‘A’ or ‘B’ error.

2. For an error of any Priority identified during the Customer Care period, Sepura
shall resolve it even if that action has to continue beyond the expiry of the
Customer Care contract.
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Sepura 2000 and 3000 Series
Products Standard Warranty,
Extended Warranty
Issue 1 © Sepura Limited 2006


7 7. . F FI IX XE ED D P PR RI IC CE E R RE EP PA AI IR RS S
Sepura offers a Fixed Price Repair service for products not covered by Standard
Warranty or a Customer Care contract, for up to five years from the original delivery
date.

It applies to radio terminals and where the fault is due to Fair Wear & Tear. Batteries
and Accessories are not included.

Each repair has to be ordered prior to the return of the faulty equipment to Sepura.

The same fault notification procedure via the Help Desk is followed as that for
Standard Warranty.

Sepura offers a turn-round time of 7 (seven) working days from receipt by Sepura to
ready for return.

Sepura will bear the return shipping costs for repairs but the customer is responsible
for the shipment of the faulty unit to the Sepura designated repair location.

If the faulty product is deemed by Sepura to be ‘Beyond Economic Repair’ the product
will be returned to the customer in an ‘as received’ state. A charge will also be made
to cover the costs of the investigation except where the customer purchases a
replacement terminal. ‘Tampered With’ and ‘No Fault Found’ charges will apply where
applicable.
8 8. . H HE EL LP P D DE ES SK K
The Sepura Help Desk forms the telephone interface between the customer and
Sepura for general assistance.

The Sepura Help Desk operates during the working days of Monday to Friday inclusive
from 08:30 to 16:30 (UK time) each day, but excluding UK Public Holidays. The
Sepura customer support e-mail address is customer.support@sepura.com and the
Sepura repairs support email address is customer.returns@sepura.com .
9 9. . S SO OF FT TW WA AR RE E ( (F FU UN NC CT TI IO ON NA AL LI IT TY Y) ) U UP PG GR RA AD DE ES S
Software Upgrades for Customers with a Customer Care contract are covered by this
document. Customers without a Customer Care contract should refer to a separate
Sepura Bulletin covering the Software Upgrade Policy.

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Sepura 2000 and 3000 Series
Products Standard Warranty,
Extended Warranty
Issue 1 © Sepura Limited 2006

1 10 0. . I IN N- -T TE ER RR RI IT TO OR RY Y S SI IM MP PL LE E R RE EP PA AI IR R
In-Territory Simple Repair is replacement of the following items from a spares stock;

Series 2000 and 3000 Hand-helds
• Antenna
• Antenna socket bung (Car Kit)
• Facility socket bung
• Rotary knob
• Standard Battery
• Extended Battery
• Klick Fast stud
• and approved terminal accessories

Series 2000 and 3000 Mobiles
• Facility socket dust cover
• Transceiver Mount Plate
• Power Cable
• Volume Knob
• Volume Knob Seal
• and approved terminal accessories

Beyond that the terminal should be returned to Sepura or to a Sepura approved In-
Territory Complex Repair centre.
1 11 1. . S SP PA AR RE ES S
Spares are available for 60 (sixty) months beyond the Terminal’s delivery date,
however, Sepura holds the right to offer the Customer a last-time buy-out of spares
during this period.
The table below gives a suggested level of spares holdings based upon the following
assumptions;
• A ‘batching’ process is not employed whereby faulty units are accumulated
over a period before their return for repair on-mass
• A fleet size of greater than 100 terminals
• The spares are held at one central location

Product Suggested Spares Holdings
(as a percentage of the total quantity)
Radio terminals 3%
RSM 6%
Battery 4%
Car Kit and Battery Charger 3%
Other Spares and Supported Accessories 1%
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Sepura 2000 and 3000 Series
Products Standard Warranty,
Extended Warranty
Issue 1 © Sepura Limited 2006


1 12 2. . A AP PP PE EN ND DI IX X 1 1. . F FE EA AT TU UR RE E S SU UM MM MA AR RY Y O OF F T TH HE E D DI IF FF FE ER RE EN NT T
S SE ER RV VI IC CE ES S

Standard
Warranty
Extended
Warranty
Customer Care Fixed Price
Repair
Time of Purchase Included with the
Product purchase.
Must be ordered at
the time of the
Product purchase.
Any year within the
first three years from
the delivery date.
Ordered prior to
returning the
Product.
Hardware Repair
turn-round time
(for Software see
section “Software
support”)
15 working days. 15 working days. 7 working days. 7 working days
Duration
(from the date of
delivery)
36 (Thirty Six) months
for the Terminals
normally but may vary
under certain
contractual conditions.
12 (Twelve) months for
Batteries and selected,
approved Accessories
and 6 months for
earpieces.
12 (Twelve) months
or 24 (twenty-four)
months from expiry
of the standard
warranty.
Up to 60 (Sixty)
months from the
original delivery date,
in whole 12-month
steps.
Up to (60) Sixty
months from the
original delivery date.

Products covered Terminal, Batteries and
selected approved
Accessories
Terminals. Terminal. Terminal.
Cover type Basic Hardware and
Software Repair
service.
Basic Hardware
and Software
Repair service.
Enhanced Hardware
repair turnaround.
Categorised and
prioritised Software
corrections. Interim
workarounds.
Progress reporting.
Free Software
Upgrades.
Basic Hardware and
Software Repair
service.
Beyond Economic
Repair
Replaced free of
charge.
Replaced free of
charge.
Replaced free of
charge.
Returned as received
and a charge made.
No Fault Found Charge made. Charge made. Charge made. Charge made.
Shipment
payment
Customer pays to
Sepura. Sepura pays
for return.
Customer pays to
Sepura. Sepura
pays for return.
Customer pays to
Sepura. Sepura
pays for return.
Customer pays to
Sepura. Sepura
pays for return.
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Sepura 2000 and 3000 Series
Products Standard Warranty,
Extended Warranty
Issue 1 © Sepura Limited 2006

1 13 3. . A AP PP PE EN ND DI IX X 2 2. . C CO OM MP PA AR RI IS SO ON N O OF F A AP PP PL LI IC CA AB BL LE E T TI IM ME EF FR RA AM ME ES S
F FO OR R E EA AC CH H S SE ER RV VI IC CE E

Date of delivery


Year
1st 2nd 3rd 4th 5th

Standard Warranty for the Terminal
(see note 1)


Standard Warranty for Batteries &
selected, approved Accessories
(see note 2)


12 months Extended Warranty from
expiry of the standard warranty


24 months Extended Warranty from
expiry of the standard warranty



Customer Care




Fixed Price Repair




Spares







Note 1. Included with the product and normally 3 years but may vary under certain contractual
conditions.

Note 2. Earpieces and GSM Style Handsfree Kit are for 3 months.

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Sepura 2000 and 3000 Series
Products Standard Warranty,
Extended Warranty
Issue 1 © Sepura Limited 2006


1 14 4. . N NO OT TI IC CE E

All rights reserved. This document may not be reproduced in any form either in part or in
whole without the prior written consent of Sepura Limited, nor may it be edited, duplicated or
distributed using electronic systems.

Company and product names mentioned in this document may be protected under copyright
or patent laws.

The information in this document is subject to change without notice and describes only the
product defined in this document. This document is intended for the use of Sepura Limited’s
customers and/or other parties only for the purposes of the agreement or arrangement under
which this document is submitted, and no part of it may be reproduced or transmitted in any
form or means without the prior written permission of Sepura Limited.





1 15 5. . C CO ON NT TA AC CT T D DE ET TA AI IL LS S

Sepura Limited
Radio House
St Andrew’s Road
Cambridge CB4 1GR
United Kingdom


Web : www.sepura.com
Tel: +44 (0)1223 876000
Fax: +44 (0)1223 879000


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