Repair & Service

Hand Held Products

Hand Held Products Bronze: for guaranteed turnaround at a minimal cost. For operations that require more than the standard warranty, Bronze has you covered with a known turn around time and continued coverage on manufacturing
and parts defects. Bronze offers a 5-day in depot turnaround, paid return shipping, repair reports with all returns, and covers mandatory engineering changes. When fast, consistent repair is what you need– consider Bronze.

Hand Held Products Silver: for quick turnaround and expert advice. Silver is the optimal plan for most businesses. This
package reduces your incidental costs and guarantees that your equipment is back in service faster, resulting in less downtime and expense. Silver offers 3-day in depot turn around, paid return shipping, and covers manufacturing defects and normal wear. In addition to all of the bene€ts of Bronze, Silver also provides you with repair monitoring and an annual repair plan to help you prevent the need for repairs. To keep equipment on the job, not on the shelf
– think Silver.

Features	Warranty & Extended Warranty	Bronze	Silver	Gold
Turnaround time	10 days*	5 Days	3 Days	1 Day
Repair of manufacturing defect
Repair by Hand Held Products technicians
Includes all parts and labor for covered repairs
Installation of mandatory engineering changes
Return shipping paid by Hand Held Products
Service report on repaired products
Custom configuration of Hand Held Products software loaded
Software patch access
Repair monitoring
Discount on out-of-scope repairs		15%	15%	25%
Coverage of normal wear & use***
Executive summary			Annual	Semi-Annual
Pre-ship replacement
Monthly repair reports
Asset tracking of spares pool
Reload of customer software and configurations
Comprehensive coverage on wear parts	Optional across all levels
* Warranty turnaround time is not guaranteed. ** The Gold Service Package requires a minimum of 100 units covered, as well as a customer-owned spares pool of 5-10% held at Hand Held Products. ***Normal wear and use - includes replacement of triggers, keypads, and scan windows. Does not include crushed units, submerged units, damage to boards, or other misuse.

Hand Held Products Bronze

The Hand Held Products Bronze Service Package offers the following features:

• Guaranteed 5-day turnaround time
• Service report for each repair
• Installation of mandatory engineering changes
• Return shipping paid
• Disco unt on out-of-scope repairs
• Optional: comprehensive coverage on wear

Turnaround Time
Each service package level comes with its own turnaround time. For standard warranty repairs turnaround times are not guaranteed. For Hand Held Products Bronze, Silver, and Gold Packages all turnaround times are guaranteed. By signing up for one of the packages, you know in advance the downtime of your unit(s) sent in for repair. Turnaround time begins from the moment the unit arrives at the Hand Held Products repair center to the time it is sent back to you or your customer.

Installation of Mandatory Engineering Changes
Each repair includes an upgrade to the latest €rmware version as well as relevant hardware modi€cations if needed, unless speci€ed differently when submitting the RMA.Return Shipping Paid by Hand Held Products Hand Held Products will pay for standard return shipping of the unit back to the customer for all maintenance contracts. Expedited shipping is available at an additional cost.

Service Report on Repaired Products
Each unit sent in for repair will be returned with a service report showing the cause of the problem and a list of action(s) the repair technician has taken. The report also includes the RMA number, serial number, and date of repair.

Hand Held Products Custom Con€guration Loaded After Repair
If units were purchased with a custom Hand Held Products software con€ guration, your con€ guration will be reloaded on the unit after repair, unless otherwise noted when the RMA is requested.

Software Patch Access
All maintenance contracts include free access to the Hand Held Products Software Patch area of the Hand Held Products Partner website. Use it to download the latest €rmware and software updates at your convenience.

Optional Feature: Comprehensive Coverage on Wear Parts
This optional feature is available for all three service packages. This feature enables you to set-up a maintenance care contract, which covers a large percentage of out-of-scope repairs, saving time and administration costs when sending in a unit for repair. This feature does not cover malicious abuse. Establishing minor/malicious abuse is at the discretion of the repair technician.

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Hand Held Products Silver

The Hand Held Products Silver Service Package offers everything in the Bronze Service Package as well as:

• 3-day guaranteed turnaround time
• Repair monitoring
• Basic coverage on wear parts
• Return shipping paid
• Optional: comprehensive coverage on

Return Shipping Paid by Hand Held Products
Hand Held Products will pay for standard return shipping of the unit back to the customer for all maintenance agreements. Expedited shipping is available at an additional cost.

Hand Held Products Custom Con€guration Loaded After Repair
If units were purchased with a custom Hand Held Products software con€guration, your con€guration will be reloaded on the unit after repair, unless otherwise noted when the RMA is requested.

Repair Monitoring
Through this service, your repairs will be monitored for any frequent repair trends that may occur. If there are trends, you will be given advice on how to avoid/reduce future repairs.

Normal Wear and Use Coverage
The Hand Held Products Silver and Gold packages offer coverage for normal wear and use. This feature is particularly interesting as it covers the repair of damage parts through normal usage, including replacement of triggers, keypads, and scan windows. This coverage does not include crushed units, submerged units, damage to boards or other misused components.

Executive Summary
This is an overview presenting the type of repairs performed, breakdown of repairs by location, recommendations for future training, and suggested Global Service coverage levels. All overviews are aimed to enable you to get the best use out of the Hand Held Products Global Service Package you have chosen.

Optional Feature: Comprehensive Coverage on Wear Parts
This optional feature is available for all three service packages. This feature enables you to set-up a maintenance care agreement, which covers a large percentage of out-of-scope repairs, saving time and administration costs when sending in a unit for repair. This feature does not cover malicious abuse. Establishing minor/ malicious abuse is at the discretion of the repair technician.

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