AirMagnet Customer Support Agreement

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1 AirMagnet Customer Support Agreement AirMagnet provides an integrated family of solutions built to meet the unique challenges of managing wireless networks -- ensuring that networks always maintain required levels of security, performance, and reliability. One year of AirMagnet customer support, software maintenance/upgrade, and hardware support and maintenance (if applicable) are bundled with all products, and can be renewed annually. I. Customer Support Telephone support on technical issues during business hours (Mondays through Fridays 6AM to 6PM Pacific Time except for selected US holidays) support during business hours Access to MyAirMagnet.com and AirMagnet s online FAQ Software updates as available on released products for major releases which would include new features developed by AirMagnet Major hardware items such as SmartEdge Sensors include one year of support and nocharge repair/replacement service. Hardware upgrades, exchanges and migrations may be priced separately. Case Management and Help Ticket Lifecycle When customers initiate a support case with AirMagnet, the following process takes place: 1. The customer has three different options of submitting a problem to AirMagnet. a. Customer sends an to b. Customer can call in at (877) MAGNET5 c. Customer can submit a problem report via the AirMagnet web site. 2. AirMagnet Technical Support engineer initiates trouble ticket within our case tracking program. 3. The case information is received in the AirMagnet technical support queue. 4. AirMagnet Support reviews the case, determines if a ticket number needs to be assigned, and the customer s issue as well as their recommendation will set a priority for the case. 5. The customer is notified via of the ticket number. If the case is marked as Severity 1 (see below) the entire support team can be mobilized within 1 hour to address that case. 6. An AirMagnet support engineer follows up with customer via or phone, depending on the situation, and works toward resolving the issue.

2 support request from customer Telephone support request from customer AirMagnet receives request, logs into Track-It 1 Severity Evaluation 3 2 Initial response to customer within 1 business hour Initial response to customer within 4 business hours? Initial response to customer within 1 business day Issue or problem resolved. Expected time 2 business days Issue or problem resolved. Expected time 5 business days Issue or problem resolved. Time depends on nature of request Figure 1: Case Management Lifecycle Severity Level Definition In order to assign resources appropriately with AirMagnet Support, each open ticket is assigned a severity rating. Higher priority tickets are addressed first, so that customers with urgent problems are assisted first. Severity Level Classification Initial Response (Business Hours) Estimated Resolution Time 1 Severe 1 business hour 2 business day 2 Medium 4 business hours 5 business days 3 Low 1 business day Next Release

3 Severity 1: Severe Severity 1 cases represent the highest priority, such as when an entire AirMagnet Distributed system is offline or not operational and significant numbers of end users could see an impact. Several 1 cases include situations where the customer s effectiveness in using AirMagnet products is severely compromised for an essential part of the system although all essential parts of the system can be used. As soon as a case is marked Severity 1, the Customer Support Manager is paged and the support team starts to resolve the situation. If a customer system is involved, AirMagnet contacts the appropriate escalation managers or technical staff at the customer site, and works with the customer to address any problems. Severity 2: Medium These cases represent problems with a single AirMagnet Sensor, one copy of AirMagnet Laptop or Handheld, a single end user, client software problems, or other problem with limited impact on AirMagnet customers. The customer s effectiveness is compromised, though not severely. All essential parts of the system can be used. AirMagnet support responds to Severity 2 cases within 1 hour, and works on these cases until they are resolved. The customer will receive a resolution or status within 48 hours on a level 2 severity. Severity 3: Low Requests for enhancements, informational items, billing issues, and documentation problems are assigned Severity 3. AirMagnet support responds to these cases within 1 business day and addresses them as appropriate. II. Software Upgrades and Maintenance AirMagnet strives to constantly improve its products and systems. Supported customers can access current versions of all licensed software products, including updates when available, on the secured customer portion of the AirMagnet website. Access to MyAirMagnet requires registration and valid customer information. III. Hardware Support, Repair and Replacement Some AirMagnet products include hardware elements. These have limited support and repair options, as follows (see detail Hardware Warranty in the next section): AirMagnet SmartEdge Sensors are covered by a full year of support, which is included in their price. Within the first year of use, customers with faulty sensors can return them at no charge to AirMagnet for our option of repair or replacement. Support can be renewed annually, must be purchased to cover the customer s entire Enterprise system, and includes ongoing repair/replacement of sensors. Later generations of sensors may be introduced that are functionally different from the current version. Upgrade or trade-in policies and prices will be announced when relevant, however a valid support contract will not entitle customers to future hardware upgrades.

4 Sensor accessories, such as mounting brackets, antenna, and Power-over-Ethernet adapters, carry one year repair/replacement support which is not renewable. Customers are invited to buy new sensors accessories as needed to replace items that are more than a year old. AirMagnet Spectrum Analyzer is shipped with a software component and a hardware PC card. Software support and upgrade is covered under Section II of this Agreement. The PC card warranty is covered under the Hardware Warranty in the next section. AirMagnet Hardware Warranty does not cover misuse by customer or loss through theft or negligence. Contact AirMagnet Sales for price for hardware replacement.

5 AirMagnet Hardware Warranty 1. Products Warranty; AirMagnet warrants that all Products (including associated firmware) sold by AirMagnet to Customer under the terms of this Agreement will be free from defects in workmanship and materials and shall fully comply with: (i) the Product Specifications as published under normal use and service, (ii) the End User documentation and (iii) all applicable United States laws, rules and regulations in effect at the time of Product shipment to Customer for a period of one (1) year after shipment to Customer. If any Product, or part thereof, contains a defect in materials or workmanship, or otherwise fails to conform to the Specifications, during the warranty period, AirMagnet shall, at its option and expense, correct any such defect by replacing, or repairing such defective Product. 2. Warranties Exclusive. THE FOREGOING WARRANTIES, TERMS OR CONDITIONS ARE EXCLUSIVE AND ARE IN LIEU OF ALL OTHER WARRANTIES, TERMS OR CONDITIONS, EXPRESS OR IMPLIED, EITHER IN FACT OR BY OPERATION OF LAW, STATUTORY OR OTHERWISE, INCLUDING WARRANTIES, TERMS OR CONDITIONS OF MERCHANTABILITY, NON-INFRINGEMENT OF THIRD PARTY RIGHTS, AND FITNESS FOR A PARTICULAR PURPOSE. 3. Warranty Exclusions. AIRMAGNET SHALL NOT BE LIABLE UNDER THIS WARRANTY IF ITS TESTING AND EXAMINATION DISCLOSES THAT THE ALLEGED DEFECT IN THE PRODUCT DOES NOT EXIST OR WAS CAUSED BY CUSTOMER'S OR ITS END USER'S MISUSE, NEGLECT, IMPROPER INSTALLATION OR TESTING, UNAUTHORIZED ATTEMPTS TO REPAIR, OR BY ACCIDENT, FIRE, LIGHTNING OR OTHER HAZARD, OR LOSS DUE TO THEFT. AIRMAGNET DOES NOT WARRANT THE ACCURACY OR COMPLETENESS OF THE INFORMATION, TEXT, GRAPHICS, LINKS OR OTHER ITEMS TRANSMITTED BY THE PRODUCTS. 4. Product Repairs. AirMagnet will Repair a defective Product and forward the same back to Customer. AirMagnet will upgrade Repaired Product to the most recent engineering change level. Any Repaired Product shall be warranted for three (3) months or the remainder of the initial warranty period, whichever is longer. This statement excludes Products that has been damaged by accident, abuse or misuse. AirMagnet's obligation to Repair defective Products under this section is subject to Customer's strict adherence to the RMA procedures set forth in Section Return Material Authorization (RMA). AirMagnet shall provide Customer with RMA procedures. The following procedure shall apply to AirMagnet s Repair of Products. (i) Management. AirMagnet will use its best efforts to provide Customer with an RMA number within three (3) business days after receipt of request. Customer will ship RMA returns to AirMagnet with enough information to allow AirMagnet to reproduce the problem promptly.

6 (ii) Turn-Around Time. AirMagnet will Repair any defective Product within which it can reproduce the problem and forward the same back to Customer within five (5) business days after receipt. At Customer s option, AirMagnet will provide advanced replacement unit as in AirMagnet s published price list. (iii) Shipping charges. During the warranty period, Customer will pay transportation charges and assume risk of loss for Products shipped to AirMagnet for Repair. AirMagnet will pay transportation charges by UPS ground, FedEx ground service, or equivalent economy rate for International shipment and assume risk of loss for all Products returned to Customer during the warranty period. Customer can request and pay for expedited service by providing Customer s own UPS or FedEx number, or by credit card prepayment. After warranty expires, Customer shall pay all (round trip) shipping charges. (iv) Packaging requirements. On all Products returned to Customer, AirMagnet will affix label that identifies Product, including model number, serial number, current revision level, and RMA number. 6. Pricing and Out of Warranty Repairs. There is no charge for in-warranty Repairs, except as provided in Section 3. For each Product purchased under this Agreement, AirMagnet agrees to make out of warranty repair services available to Customer for a period of three (3) years after the expiration of the one (1) year warranty period for such Product. Charges for out of warranty repair services, upgrade kits, and spare parts will be at AirMagnet s published price list.

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