1. RMA ITS Introduction Martin Du CSO System Team 2007/09/07

2. Agenda RMA ITS Purpose RMA ITS Process Flow How to use RMA ITS

3. RMA ITS Purpose Provide a platform to partners to report RMA issues Provide a better way to both partners and ZyXEL to manage issues

4. RMA ITS Process Flow RMA ITS Partner connect to http://rma.zyxel.com.tw Login to RMA ITS Press Open a ticket Fill in necessary information Press Send Tick to open ticket CSO agent picks up this ticket Need more info from partner ? CSO agent takes care of this thicket Partner should provide more information Is this ticket resolved ? End CSO agent close this ticket YY N N Start

5. How to use RMA ITS Open a ticket Track tickets RMA ITS

6. Main Page RMA ITS

7. My Account RMA ITS

8. Open a ticket RMA ITS

9. Open a ticket RMA ITS

10. Issue Types: 1.RMA shipping status 2.Spare part shipping status 3.Spare part order 4.Issue report 5.Others

11. Open a ticket RMA ITS

12. Track tickets RMA ITS

13. Track tickets RMA ITS

14. Track tickets RMA ITS

15. Track tickets RMA ITS

16. Track tickets RMA ITS

17. Thank you