Extended Warranty and Service Agreements for Distributed Antenna System (DAS)

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1 Extended Warranty and Service Agreements for Distributed Antenna System (DAS)

2 TE s Distributed Antenna System (DAS) products are designed and manufactured to operate for many years. Customers can further assure themselves of trouble free operation by purchasing Extended Warranty and Service Agreement packages for the Unison, Fusion, Spectrum, and Prism systems. Extended Equipment Warranty TE DAS products come with a 12-month warranty at no extra charge ( the Standard Warranty ). The Standard Warranty covers basic replacement parts, should any components fail during the warranty period. To provide warranty coverage beyond the initial Standard Warranty, Extended Warranties are available, in 1 year increments. In addition, TE also offers Service Agreements. The plans are sold separately. If an Extended Warranty or Service Agreement is not selected, the standard support terms will apply.

3 WARRANTY SERVICES STANDARD WARRANTY OUT-OF-WARRANTY EXTENDED WARRANTY Price Free of charge NA 5% of sell price Term 1 Year (15 months from date of shipment) NA 1 Year Increments, up to 5 years maximum, Extended Warranty must continuously be maintained REPAIR AND RETURN SERVICES Repair & Return Free of charge, no P.O. required 25% of component list price Free of charge, no P.O. required Turnaround Time 45 days from date of receipt at TE unless more than 25 units returned at one time. When returning more than 25 units, turnaround time to be determined based on current RMA backlog. 60 days from date of receipt at TE unless more than 25 units returned at one time. When returning more than 25 units, turnaround time to be determined based on current RMA backlog. 45 days from date of receipt at TE unless more than 25 units returned at one time. When returning more than 25 units, turnaround time to be determined based on current RMA backlog. Shipping Charges Customer pays to ship to TE. TE pays to ship back to customer. Customer pays to ship to TE. TE pays to ship back to customer. Customer pays to ship to TE. TE pays to ship back to customer. Advance Replacement P.O. required, 80% credit upon receipt of equipment within 60 days after shipment of advance replacement from TE. P.O. required, no credit upon receipt of equipment within 60 days after shipment of advance replacement from TE. P.O. required, 80% credit upon receipt of equipment within 60 days after shipment of advance replacement from TE. Physical/Customer Damaged Units No credit of P.O. deposit if returned equipment is damaged and deemed unrepairable. No credit of P.O. deposit if returned equipment is damaged and deemed unrepairable. No credit of P.O. deposit if returned equipment is damaged and deemed unrepairable. No Trouble Found $100 per unit $100 per unit $100 per unit Detailed Failure Analysis Report $500 per RMA $500 per RMA $500 per RMA ADDITIONAL SERVICES Web Knowledge Base Free of charge Free of charge Free of charge TAC Support (phone, chat or ) U.S. business hours (Pacific time), no holiday NA U.S. business hours (Pacific time), no holiday On-site Support $180/hr plus travel and expenses $180/hr plus travel and expenses $180/hr plus travel and expenses Software Updates Free of charge (within 2 major revisions) 5% of system list price Free of charge (within 2 major revisions)

4 Service Agreements TE offers Silver, Gold, and Platinum Service Agreements. The benefits of each package build upon the prior. The trouble priority definitions and fee schedules vary per agreement and are detailed following the package descriptions. Contact TE for a quote to validate the pricing and terms of any agreement.

5 SILVER Package The SILVER service agreement adds the following to the Standard Warranty: System Monitoring with Auto-Notification 24x7 end-to-end remote monitoring of the DAS, including all TE components, the cable infrastructure, and may include other critical elements with SNMP compatibility, such as BDAs and UPS s. Remote Monitoring requires the customer to provide and maintain a telephone line, a LAN connection (IP Address), VPN or RF Wireless account, plus the appropriate equipment for remote access. TE will auto-notify the designated Customer contact of the DAS alarms. Monthly DAS status reports from the monitoring network. Advance Replacement For equipment failures on in-warranty installations, TE will ship an advance replacement unit for the faulty part. Out-of-Warranty equipment replacement will require an RMA (Return Material Authorization), an TE equipment repair quote, and a PO received from the customer, for Advance Replacement. 24x7 Telephone Support for First Level Issues TE Phone Support for the Customer designated maintenance group On-site labor for troubleshooting or part replacement will be quoted and billed on a time and material basis. Follow-Up Support Call from Support Representative Access to the Customer Portal Web Knowledge Base Includes Software/Firmware updates, with notification of new SW/FW release. GOLD Package The GOLD service agreement includes the items in the Silver agreement plus: On-site Support Dispatching of a technician to the site if necessary, and will include all labor and materials required to service or repair equipment within the system that have become defective through normal wear and usage. TE will make all reasonable commercial efforts to arrive on site according to the Time to Respond chart. Actual response time will depend on prevailing existing commitments and site conditions. Replacement of defective units with customer owned spares that are kept on site. If the customer maintains no spare equipment, the defective unit(s) may be sent to TE for repair or replacement at the customer s cost if the Standard Warranty has expired. This Service Option does not include replacement hardware, which is covered either under TE s Standard or Extended Warranty. Any repaired or replaced units will be functionally identical to the original items. Advance Replacement Same-day Shipping When no spare equipment has been provided, TE will make every effort to ship replacement equipment the same day the problem is identified and verified. PLATINUM Package The PLATINUM service agreement includes the items in the GOLD agreement plus escalated on-site support. Escalated On-Site Support Some venues require an escalated on-site response time exceeding that of the GOLD agreement. See your sales representative for a quotation.

6 Trouble Priority Definitions Applies to Gold and Platinum Service Agreements In order to ensure that troubles are reported and managed in a consistent manner, trouble priorities are assigned to each reported trouble. The priorities are defined as follows: Priority 1: A catastrophic failure that results in the total inoperability of the system. Both TE (and/or its service partner) and Customer, as necessary, will work all hours and provide all resources required to resolve the problem and return the system to a normal operating state. Priority 2: A failure that results in a severe degradation of the system operability. TE (and/or its service partner) and Customer will allocate full-time resources during normal business hours in order to resolve the problem and return the system to a normal operating state. Priority 3: Customer requires information or support regarding the system s operation. There is little or no impact on the system s performance. TE (and/or its service partner) and Customer will allocate resources during normal business hours in order to resolve the issue. If a fault requires on-site maintenance action or troubleshooting, TE s personnel or designated service partner will respond according to the response times detailed below. The clock starts after the initial troubleshooting phone call is completed and a trouble ticket is opened in TE s call management system, or by a date agreed to between TE and the Customer. Time to Respond* (on site) Automatic notification of alarms Priority Gold Platinum Priority 1 24 hours TBQ* Priority 2 48 hours TBQ* Priority 3 N/A N/A * Time to Respond expectations shall be the time it takes for TE, or an TE services partner, to arrive on site to begin to diagnose and correct the problem. Silver Gold Platinum Under $150K $5,000 $15,000 TBQ* $150K $499K 6% 10% TBQ* $500K $999K 5% 8% TBQ* $1M $3M 4% 6% TBQ* $3M+ 2% 4% TBQ* Percentage of equipment sell price per customer site * To Be Quoted (TBQ) based on geographic location and system complexity. All agreements assume the agreement was purchased prior to original warranty expiration. If the original warranty has expired, a full system audit (at customer cost) and any required remediation will be required prior to engagement of a warranty or service agreement.

7 Exclusions TE s service agreement plans assume that the Customer exhibits reasonable care and operates the equipment in a manner for which it was designed. The following is excluded from this plan: (System diagnostics will still occur) Damage caused by the Customer or third parties, including misuse or mishandling of the equipment. Macro-network signal strength and/or base station changes, re-tuning, or problems, and/or any issues related to the RF source; i.e. repeater, BDAs or BTS, unless the Customer plans with TE in advance. Without prior plans in place, a faulty BDA or repeater may result in system downtime, while the faulty BDA or repeater is being repaired. If problem is determined to be due to one of these issues, customer will be charged for time and materials as well as travel expenses at TE s then-current rate. No Trouble Found: TE will invoice the Customer for labor, travel expenses and materials at TE s then-current rate, if a technician is dispatched and does not find a problem, or finds a problem that was caused by a party other than TE or its equipment. The cabling infrastructure of optical fibers, CAT 5 or coax cables is explicitly excluded from this plan. TE will diagnose any problems with the infrastructure and will manage its repair by a local contractor. The Customer shall bear the cost of the repair. Systems not installed by TE, or those that have not been under continuous maintenance by TE since its original installation. For such systems, TE requires a system audit and that all necessary repairs are undertaken before the system can be covered under TE s plan. The Customer shall bear the cost of this audit and necessary repairs. For DAS installations in which a UPS (Uninterrupted Power Supply) has been installed, the periodic replacement of UPS batteries is NOT included in any maintenance or extended warranty service. UPS battery replacement will be negotiated on a per site basis as required. End of Life products: TE products that are no longer manufactured can not enter into a service contract. Commissioning, training, or non-service affecting support. Customer Obligations TE assumes that the Customer will make all reasonable efforts to assist the service technician in the repair of the system. This includes the following, where applicable: Ready and safe access to the equipment. Escorting the technician(s) where necessary, and obtaining security clearances. Delays caused by lack of free and unhindered access to the site or appointments that are cancelled without 24 hours notice will incur an additional charge based on the then-current TE hourly rates and will be payable to TE. The customer will provide special equipment such as aerial lift devices to access the equipment and/or union labor if that is required. Support and assistance from the applicable service provider/ network providing transmission services to the DAS. For any System Maintenance plan, Remote Monitoring is required. Remote Monitoring requires the customer to provide and maintain a telephone line, a LAN connection (IP address), VPN or RF wireless account, plus the appropriate equipment for remote access. If equipment needs to be sent to TE for repair, the Customer will be responsible for the shipping cost to TE, and TE will pay to ship the replacement unit to the Customer. TE s return material authorization (RMA) process shall be used for all equipment that needs to be returned to TE. If the Customer requires an advance replacement unit, the defective unit must be returned to TE within 30 days, otherwise TE will invoice the Customer for the replaced unit.

8 Contact us: P.O. Box 1101 Minneapolis, Minnesota USA Tel: Fax: TE Connectivity, TE connectivity (logo), Tyco Electronics, and TE (logo) are trademarks of the TE Connectivity Ltd. family of companies and its licensors. All other logos, products and/or company names referred to herein might be trademarks of their respective owners. While TE Connectivity has made every reasonable effort to ensure the accuracy of the information in this document, TE Connectivity does not guarantee that it is error-free, nor does TE Connectivity make any other representation, warranty or guarantee that the information is accurate, correct, reliable or current. TE Connectivity reserves the right to make any adjustments to the information contained herein at any time without notice. TE Connectivity expressly disclaims all implied warranties regarding the information contained herein, including, but not limited to, any implied warranties of merchantability or fitness for a particular purpose. The dimensions in this document are for reference purposes only and are subject to change without notice. Specifications are subject to change without notice. Consult TE Connectivity for the latest dimensions and design specifications. Tyco Electronics Corporation, a TE Connectivity Ltd. Company. All Rights Reserved AE 8/13 Original 2013

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