AMD's Service Commitment

Service Starts with Quality Products. All AMD products are built with the highest commitment to customer satisfaction and are manufactured for AMD by industry leading manufacturers. All AMD products provide exceptional performance and quality; are easy to use and maintain, and operate dependably even in difficult environments.

Service Response: AMD offers telephone, email and video conference support world-wide. Also, a toll free hotline is available for our customers in the United States and Canada. When you place a service call, AMD works with you to assess the issue and then solve it. Your concerns are carefully tracked until you are satisfied.

Special Service Requirements: AMD will meet special service needs of its customers in critical or remote locations. Upon request, AMD will assist in determining the service requirements of your telemedicine program and design custom service programs to meet your uptime and customer satisfaction goals.

Flexible Pricing Options: AMD offers a number of flexible pricing options in one and three service plans to meet your program needs.

Standard Warranty:
All AMD products come with a standard warranty, effective for one year from date of invoice, covering parts and labor. Extended warranties are available. The standard warranty covers:

• All AMD products subject to the Service Plan
• All parts and labor during period Plan is in effect
• Factory Repair of Product - 10 business day turn around from date of delivery to AMD (or delivery to factory at AMD's direction); replacement or repair at the election of AMD
• Customer must consult with AMD on shipping and packing instructions
• Customer responsible for return shipping and insurance cost
• AMD responsible for all repaired product shipping and insurance cost
• Customer service hotline (Toll free in U.S. and Canada) 9 am to 5 pm Eastern Standard Time, U.S., Monday - Friday
• Covers any failure due to normal use excluding all consumables or disposables such as lamps, fluids, or gases

• Same terms as Standard Warranty for the period the Plan is in effect
• Products must be under continuous warranty and service coverage from date of delivery to Customer

	Price:	Annual Plan (commencing after year one) - 8% of equipment cost.
		Three Year Plan (commencing after year one) - 6% of equipment cost.

Technical Support Service: (for self service programs)

• 24-hour technical support hotline (Toll free in the US and Canada)
• Video Conference Technical Consultation through customer generated call (up to six sessions per year).

	Price:	Annual Plan - 3% of equipment cost
		Three Year Plan – 2% of equipment cost

PRIORITY ONE Service:
PRIORITY ONE Service is AMD’s premium Rapid Response service and includes:

• A commitment to dispatch parts or replacement products to get your system up-and-running.
• 24-hour customer service hotline (Toll free in the U.S. and Canada)
• Technical support management through problem resolution
• "Hot-swap" of defective product upon fax or e-mail to AMD of receipted airbill and tracking information of U.S. or international delivery service to confirm return shipment of defective product:


- Customer must consult with AMD on shipping and packing instructions
- Customer responsible for return shipping and insurance cost
- AMD responsible for all repaired product shipping and insurance cost

Shipment of replacement equipment via next day air delivery for domestic U.S. customers and three business days (or the earliest standard guaranteed delivery by an international delivery service) for international customers. Customer responsible for any applicable duties or taxes.


• Covers all AMD products subject to the Service Plan
• All parts and labor during period Plan is in effect
• Factory Repair of Product - replacement or repair at the election of AMD
• Customer returns “hot swap” equipment upon completion of repair.
• Automatic shipment of consumable or disposable items
• Video Conference Technical Consultation through customer generated call (up to six sessions per year).
• Covers any failure due to normal use excluding all consumables or disposables such as lamps, fluids, or gases
• Products must be under continuous warranty and service coverage from date of delivery to Customer

	Price:	Annual Plan - first year, 8% of equipment cost; each subsequent year - 15%
		Three Year Plan – first year, 8%, each subsequent year - 12%

Custom Service Programs (a menu of services): AMD will work with you to design, implement and support a custom service program to fit your specific needs. Services may include but are not limited to:

• Service requirements assessment
• Failure analysis
• Solution design
• Call management
• Repair service
• Results analysis
• Spare part/consumables management
• Service program improvement