Service Center Programs - Motorola Solutions Australasia
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Service Center Programs



Overview

Programas de Centros de Servicio

Whether your business requires flexible repair options or you're looking to develop a support plan for already-purchased Motorola products, no one is better qualified than Motorola. And for customers who missed the opportunity to purchase Service from the Start with Comprehensive Coverage, the Service Center offers the benefit of annual contracts and genuine Motorola repair.

State-of-the-art diagnostics, a rigorous adherence to repair protocols, and hours of mandatory training for every repair technician means an exceptional level of service. Your products are repaired to manufacturing standards, so they run as efficiently as before.

Features and Benefits

Expert repair
Complete diagnosis and testing uses the same state-of-the-art technology the original manufacture of the product, ensuring that your products are repaired to exact specifications.

Fast, reliable repair at a fixed cost
Simplify budgeting with known annual support costs.

Get the answers you need, when you need them
Defined response times and escalation paths for telephone support help you get your questions answered with priority call handling.

Flexible, tailored support options
A range of response times, turnaround times and repair options allows you to build a support plan tailored to your needs.

Contract coverage available at any time
Get complete repair options even if your products were not initially covered by Service from the Start.

How to Buy

At a Glance

At-a-Glance: Standard Service Center Programs

CoverageBronzeGold
Coverage for normal wear and tear··
Includes all materials, parts, and labor··
3-Day Turnaround Time1··
Advance Product Placement1,2··
Commissioning (Application Loading and Configuration Management), Battery Testing· 
Telephone support coverage for Motorola Core Product Software, including Software Releases3 ·
Defined telephone response time and escalation path (from time of initial call to escalation to next tier4·
4-hour escalation response
·
2-hour escalation response

1
Turnaround time is Motorola’s “in-house” repair time and does not include time in transit.

2
Customer-supplied spares required in North America, Latin America and Asia-Pacific.Overnight shipment recommended.

3
As defined in the Motorola Service Description Document: Service Center Support – Bronze and Service Center Support – Gold.

4
Motorola will provide Level 1 telephone and e-mail support* during standard business hours Monday–Friday 8 a.m. to 5 p.m. (customer’s local time) in North America and Latin America (NALA), Monday–Friday 8 a.m. to 7 p.m. (CET) in Europe, the Middle East and Africa (EMEA), and Monday–Friday 8 a.m. to 8 p.m. (Australian EST) in Asia Pacific (APAC) — excluding Motorola-observed holidays.


Motorola will provide direct Level 2 telephone support* 24 hours a day, 7 days a week, 365 days a year in the English language for customers with currently supported Wireless LAN products and Motorola AirDefense solutions. (Available in NALA and APAC)

How to Buy

Details

Support and Service Designed to Meet Your Business Needs
You rely on your Motorola products to keep your business running efficiently. Let Motorola's Service Center Programs help ensure maximum performance throughout the lifecycle of your advanced data capture, mobile computer or wireless infrastructure device. Our facilities are fully equipped with the latest tools and applications to deliver the highest level of technical service and expertise.

Flexibility Built In
We offer a choice of Service Center support programs designed to meet your needs and budget. Bronze level offers repair with three-day, in-house turnaround time that covers normal wear and tear and all materials, parts and labor. Opt for Gold level for faster turnaround time with pre-shipment of a replacement device and out-of-the-box readiness. Or select from available options to tailor a Service Center support program matched to your needs.

Consistency and Responsiveness
Regardless of the Service Center support program you choose, you'll have total confidence in the accuracy and responsiveness that go into addressing your concerns.

  • Service Center Excellence: Your product is expertly repaired to manufacturing specifications with strict adherence to Motorola engineering procedures.
  • Technical Expertise Always on Call: Our support center stands ready to assist you during normal business hours by telephone or e-mail. And extended coverage for Motorola's wireless infrastructure and AirDefense products provides support for in-depth operating system or product functionality questions up to 24 hours a day, every day of the year.
  • A Single Source for Support: Reduce risk, streamline operations and accelerate your learning curve with a single point of contact for your support needs. An experienced support technician works with you to resolve your request. Plus Motorola's online support Web site provides anytime access to service and support tools.


Options
In additional to the standard Service Center Bronze and Gold programs, you can opt for a customized contract tailored with the following options:

Repair options
  • Comprehensive coverage
  • Application loading
  • Battery maintenance
  • Configuration management


Response options
  • Service Center Express
  • Overnight air freight


Services: Coverage

Availability

Service Center programs are available for Motorola Enterprise Mobility products in one-year and multi-year timeframes. Service availability may vary by country. Complete program details are available from your Motorola representative.

How to Buy