2. Product Support Program
Introduction.
Online Support Service.
Warranty and Support Plans.
RMA Service.
Educational Services.
Spare Parts Orders. 2

3. Introduction Tier 1 Support - Dealers – End User Agreement
Tier 2 Support – HQ Ottawa – Service Level Agreement

4. Online Support Service
TIER 1 – Dealers/Resellers
TIER 2 – C-COM HQ - hours of operation 4

5. Online Support Service – cont.
Response time 5

6. RMA Service 3rd party products – LNB, BUC’s, Modems, etc.
Covered by vendor’s warranty and service only.
No replacement inventory.
Failed part is being forwarded to vendor for repair. 6

7. RMA Service (cont.)
C-COM products – controllers, platforms, cables, etc.
Tier 1 - RMA inventory of local dealers.
Tier 2 – RMA inventory for systems under support plan/ warranty – Next Business Day Service.
RMA Standard Service.
RMA Advanced Replacement Service.
Shipping costs
NA customers.
Overseas customers. 7

8. Educational Services Tier 1 – Educational Services.
Master Trainer Certification.
Technical Documentation. 8

9. Educational Services – cont.
Tier 1 – Educational Services.
Tier 2 – Educational Services.
Training iNetVu Introduction Courses for Installers
Troubleshooting Workshops for experienced support personnel
Training Courses for Tier 1 Support staff
Training Courses for Master Trainer Certification
iNetVu™ Knowledge Base Management 9

10. Educational Services – cont.
Master Trainer Certification – requirements
Completion of iNetVu Introduction Course
Completion of Troubleshooting Workshop
12 months minimum of proven experience on supporting and installing iNetVu systems
Passing Master Trainer Test and personal evaluation 10

11. Educational Services – cont.
Technical Documentation
User Manuals
Installation Guides
Trouble-shooting Guides
Knowledge Base
Recommended Spare Parts lists
Technical Service Bulletins
Product Support Plan (this document) 11

12. Spare Parts Orders
Order Preparation – identification of requested parts.
Order Process.
Delivery/Lead Time
Standard service – within 3 weeks
Six days service – 6 business days + 25% (up to $500)
24h service – next business day +50% (up to 1K) 12