Service from the start

Service from the Start with Comprehensive Coverage is a unique prepaid service that includes normal wear and tear, as well as coverage for internal and external components damaged through accidental breakage. Purchased within 30 days of the Motorola hardware purchase, this multi-year offer significantly reduces unexpected repair expenses while helping to protect customers‘ investments.

Service from the Start with Comprehensive
Coverage comprises –

  • Hardware Repair with five day turnaround time and two way shipping
  • Accidental Damage
  • Telephone Technical Support
  • Software Support In addition, the following Service Options are available
  • Battery Replacement Option
  • Cosmetic Refurbishment Option
  • Priority Two Day Repair Option

For purposes hereof, “Software” shall mean computer programs in machine-readable form
included in the product, which are essential to the functionality thereof as specifically stated in
the product published specifications (also referred to as “Core Product Software”).

Hardware Repair provides product repair at a Motorola operated or supervised facility that employs the same test equipment and original Motorola components used in the manufacture of the equipment. Products are repaired to ensure full compliance is met with the product specifications published by Motorola at the time of delivery of the original product via:-

  • Repairs, adjustments and restorations, if appropriate, of any covered product(s) that malfunction while being used within the operational and environmental parameters specified by Motorola.
  • Product updates, if applicable, as may be defined occasionally by Motorola Engineering Change Notices.

Telephone Technical Support is provided for technical issues that require a high level of product or
troubleshooting expertise. Motorola EMEA System Support Centre (ESSC) Technical Support operation is staffed with highly trained technologists who specialise in the diagnosis and resolution of product issues, and is accessed via Motorola Call Management Centre (CMC). Motorola ESSC is continuously monitored against stringent, industry recognised inbound call management and case management processes.

Software Support provides access to software updates in the form of Maintenance Releases and Patches which are defined as follows:

a. Maintenance Releases are the collection of cumulative error corrections, which may
include enhancements to the existing functionality or performance of the Software,
b. Patches (“bug fixes”) defined as Software changes released to correct verified Software
errors in the current version

Note: new Software Releases, such as major Operating System version updates or other Software Releases that provide significant new functionalities or performance (“Major Releases”) are not included.

The Battery Replacement Option provides one additional replacement battery for each radio
purchased with a three year Service from the Start with Comprehensive Coverage contract, and two additional replacement batteries for each radio when purchased with a five year Service from the Start with Comprehensive Coverage contract.

Note: the Battery Replacement Option is not available for mobiles.

The Cosmetic Refurbishment Option provides repair or replacement of external components that have been cosmetically damaged through normal and wear and tear of the radio, to restore the terminal to look as new. While Service from the Start with Comprehensive Coverage will repair or replace radio components that affect the functioning of the radio, the Cosmetic Refurbishment Option provides the additional benefit of helping to keep radios looking “as new” by repairing scratches and other cosmetic damage.

The Priority Two Day Repair Option enhances the standard five day in house repair turnaround time, ensuring radios are repaired within two days of being received at the Service Centre.

Service from the Start with Comprehensive Coverage and associated options are currently available for the following MOTOTRBO products

DM3400 DM3401 DM3600 DM3601
DM4400 DM4401 DM4600 DM4601
DP3400 DP3401 DP3600 DP3601
SL4000 DP400 Atex Ex

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