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~~'~L1 MOTOROLA <br />Essential Plus Services <br />above mentioned standard business hours and/or carrier programs, such as NFO (next flight <br />out). In such cases, customer will be responsible for payment of shipping and handling <br />charges. <br />1.5 The Customer has the following responsibilities: <br />1.5.1 Contact or instruct Servicer to contact the Motorola Solutions Support Center (SSC) <br />and request a return authorization number prior to shipping malfunctioning infrastructure <br />or third party infrastructure named in the applicable attached exhibit. <br />1.5.2 Provide model description, model number and serial number, type of system and <br />firmware version, software options, symptom of problem and address of site id for FRU or <br />infrastructure. <br />1.5.3 Indicate if FRU or third party FRU being sent in for service was subjected to physical <br />damage or lightning damage. <br />1.5.4 Follow Motorola instructions regarding inclusion or removal of firmware and <br />software applications from infrastructure being sent in forservice. <br />1.5.5 Provide customer purchase order number to secure payment for any costs described <br />herein. <br />1.5.6. Pay for shipping of Advanced Replacement or Loaner FRU from Motorola repair depot <br />if customer requested shipping outside of standard business hours or carrier programs set <br />forth in section 1.5.5.1. See Shipping Charges. <br />1.5.7. Properly package and ship the malfunctioning FRU using the pre-paid air-bill that <br />arrived with the advanced replacement FRU. Customer is responsible for properly packaging <br />the malfunctioning infrastructure FRU to ensure that the shipped infrastructure arrives un- <br />damaged and in repairable condition. Customer will be subject to a replacement fee for <br />malfunctioning FRU's not properly returned. <br />1.5.8. Within five (5) business days of receipt of the advanced replacement FRU from <br />Motorola's FRU inventory, properly package customer's malfunctioning FRU and ship the <br />malfunctioning Infrastructure to Motorola's repair depot for evaluation and repair. <br />Customer must send the return air bill back to the repair depot in order to facilitate proper <br />tracking of the returned infrastructure. Customer will be subject to a full replacement fee for <br />FRU's not returned within 5 business days. <br />1.5.9. For Infrastructure and/or third party infrastructure repairs that are not exchanged in <br />advance, properly package Infrastructure and ship the malfunctioning FRU, at Customer's <br />expense and risk of loss to Motorola. <br />1.5.10. Clearly print the return authorization number on the outside of the packaging. <br />1.5.11. Maintain information of software/applications and firmware for re-loading of <br />infrastructure. <br />1.5.12. Cooperate with Motorola and perform all acts that are reasonable or necessary to <br />enable Motorola to provide the infrastructure repair services to customer. <br />Error! Unknown document Motorola Confidential Proprietary ©Motorola 2017 <br />property name. 40-56 <br />