MOBILE SERVICE DESK WE MAKE IT EASY. COMPREHENSIVE COVERAGE.

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1 WE MAKE IT EASY. COMPREHENSIVE COVERAGE. Mobility solutions from PiiComm empower organizations in the field services, government, retail, utility, transportation, and healthcare markets. PiiComm designs and implements solutions that connect mobile computers, printers, and data collection devices, such as RFID readers and barcode scanners, to enterprise information systems. The solutions feature hardware and software from leading vendors to optimize and streamline business processes that boost productivity, ensure data accuracy, lower operating costs, and enable reliable communications from on-the-go employees. Future benefits are assured by the company s high-touch Mobile Service Desk customer support. PiiComm s Mobile Service Desk offers multi-year comprehensive coverage for the entire lifecycle of the mobile devices. We support thousands of devices on a daily basis. The fact remains that devices will always need to be repaired or have diagnostics performed. Mobile Service Desk is your one point of contact for all of your mobile repair, diagnostics and asset management. Process: The Life of a Broken Device Mobile Service Desk: 30 Point Support System Client Responsibilities Why PiiComm? 4916 Cty Rd 17 Alfred, ON info@piicomm.ca All Rights Reserved Page 1 of 6

2 PROCESS: THE LIFECYCLE OF A BROKEN DEVICE The following diagram depicts what happens to mobile devices that need repair and diagnostics. All the customer has to do is ship PiiComm the broken device and be prepared to receive a replacement within 24 hours. It s that simple. back in spare, ready for use. Software load on device & complete series of testing. Software load, testing, back in spare pool. 5 Device is Broken Starts with Broken Unit Software or Hardware Tracking PiiComm will track the shipment, ticket & replacement. Complete Diagnostics Determine hardware or software fault. Initiate ticket with OEM. Tracking Repaired Device 4 3 Diagnostic Testing 2 Receive & 1 Broken Unit Shipped to PiiComm - from spare pool shipped to customer Service starts with a broken device. Repairs could be related to either hardware or software. The field depot will ship the broken unit to PiiComm s facility with a brief description of the problem. Once the broken unit has been received and the serial number has been logged into the Mobile Service Desk, a replacement will be tested and immediately shipped to the customer. Spare units are supplied by the customer. The customer will have the replacement unit within 2 days of receipt of the broken unit. The broken unit undergoes a series of diagnostic tests. The testing is not only directed at the specific problem but a range of testing to ensure all problems are addressed, existing or potential. For example, if a unit is received with a cracked screen but is still readable, diagnostics will be performed to determine if other problems are visible or imminent. A common example of this; if a unit s battery life is indicates close to failure, PiiComm would report this and upon approval, info@piicomm.ca Page 2 of 6

3 commission a new replacement battery for the unit (additional costs apply), thus preventing further problems when the unit is cycled back into the field. 4 5 During the diagnostic period, a unit will be checked to determine if it is a hardware or software fault. If it is a hardware issue, PiiComm will initiate and open a ticket with the manufacturer and ship the unit for repair. PiiComm will track the shipment, ticket and replacement back to PiiComm s facility and finally into the spare pool. When the replacement unit has been received back from the manufacturer, PiiComm will load the clients approved software package, which includes one operating system and two specific customer software components. The device will then undergo a series of benchmark testing and added back to the spare pool. PIICOMM S RESPONSIBILITIES We manage the following 30 points, so you don t have to. 1 Hardware Procurement 16 Full Scale Staging 2 Track Hardware Shipments 17 Quality Assurance - Cell/APP 3 Receive Hardware 18 Create Kits for Deployment 4 Inventory Management 19 Deploy as per Customer Schedule 5 Manage Escalations 20 Return Management Authorizations (RMA s) 6 Unpack Devices 21 Spare Management 7 Asset Tag into Tracking System 22 Manage Cellular Activations 8 Asset Assign Devices 23 Asset Management 9 Charge and Burn In 24 Monitor Device Maintenance 10 Quality Assurance of Hardware 25 Operating System / APP Asistance 11 Integration of Gold Image 26 Manage Repair Escalations 12 Configuration Application Kiosk 27 Full Management: New / Added Devices 13 Quality Assurance of Software 28 Full Cycle Mgmt. Future Revisions 14 Stage Pilot - Gold Image Approval 29 Batteries: Predictive Failure 15 Manage CDMA Serial Swaps 30 RMA: Secondary Quality Check info@piicomm.ca Page 3 of 6

4 Timeframes, Shipping & Reports PiiCommʼs Mobile Service Desk services are available from Monday through Friday 8:30AM to 5:00PM EST. Support coverage excludes PiiComm observed holidays such as Customers are provided with an to address all device problems. In addition, customers are provided with our toll free number ( ) for more complex issues. Hardware device spare pool management: replacement unit to be delivered within 24 hours upon receiving damaged unit. For units received on Friday, the unit will be delivered the following business day, not including statutory holidays. Hardware & Software Diagnostics: All devices received will undergo diagnostic testing to determine point of failure. Hardware failures are returned to OEM for replacement, then rotated back into service. Software failure will be re-imaged and rotated back into service. PiiComm will manage customerʼs maintenance plan and notify client of all pending renewals. This includes completing online requirement for Return Management Authorization (RMA). PiiComm assumes all costs for shipping of devices from PiiComm to OEM and from OEM to PiiComm. PiiComm assumes all costs for shipping of devices from PiiComm to Customer site. PiiComm will generate monthly reports on all ticket generated repairs. PiiComm to update and generate customer inventory reports as required. PiiComm will generate scheduled statistic reports of device hardware and software faults. Mobile Service Desk ensures minimal IT requirements from the client. Issue PO and Sign Services Contract Provide Roll-Out Schedule Assign Contact at Physical Locations CLIENT RESPONSIBLIITIES Provide Main Client Software: PiiComm can assist. Test and Approve Pilot Devices Provide Sparing Devices Open Tickers for Device Related Issues Ship Devices to PiiComm: Client Responsible for Shipping Costs from client locations to PiiComm Facility Receive Repaired Devices Assume liability for damaged, lost or stolen devices while in transit regardless origin or destination Page 4 of 6

5 WHY PIICOMM? The team behind PiiComm are experts in enterprise mobile solutions. PiiComm s Mobile Service Desk provides unparalleled customer support and visibility of mobile assets. PiiComm delivers expertise and experience at every stage of the solution. This maximizes the value client s receive throughout their multi-year agreement. Mobile Service Desk support is trusted by leading companies across Canada to provide a single point of access for Tier 1 mobile device support. CONTACT US Please contact a PiiComm Mobility Sales Representative at or info@piicomm.ca for details. To visit our website, go to info@piicomm.ca Page 5 of 6