RMA and Warranty FAQ. New Terms and Conditions from of 1 May Information for MOBOTIX Partners

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1 RMA and Warranty FAQ New Terms and Conditions from of 1 May 2018 Information for MOBOTIX Partners Partner Information 6/2018

2 Frequently Asked Questions about MOBOTIX RMA and Warranty Processes Answered from different Perspectives Page 1. From End User's Perspective 3 2. From T2 s Perspective 6 Please consider that the information hereby included is not official and it is subject to change without notice. For official information always refer to under the page Terms and Conditions (currently under construction). Please note: This document is intended for information and demand planning exclusively for MOBOTIX partners and may not be published in this form (digitally or as a printout). General information: Delivery only to commercial or industrial customers Prices plus statutory VAT ex works Langmeil, Germany Changes and errors excepted MOBOTIX assumes no liability for technical errors, printing errors or omissions MOBOTIX AG 2018 Copyright Notices: All rights reserved. MOBOTIX, the logo of MOBOTIX AG and MxAnalytics are registered trademarks of MOBOTIX AG in the European Union, the USA and other countries. Partner Information 6/2018 Page 2

3 1. From End User's Perspective On which products does the new RMA and Warranty scheme apply? The new RMA and Warranty scheme applies to all of the Mx6 camera range, MxDisplay, MxThinClient, Mx Interface Boxes and sensors, Mx2Wire+, MxSwitch, MxSplitProtect, and all of their related accessories. What is the Standard Warranty for MOBOTIX products? All of the Mx6 cameras, MxDisplays and accessories sold after the 1 May, 2018 have a Standard Warranty of 3 years. The MOBOTIX products sold before the 1 May, 2018 and all products of the MOBOTIX MOVE series have a standard warranty of 2 years. How can I extend the Warranty of my MOBOTIX product? For Mx6 products a Warranty Extension of up to 5 Additional Years can be purchased along with the products through MOBOTIX resellers. Warranty Extensions cannot be purchased at a later stage and in no case can the warranty period exceed the total amount of 8 years for all Mx6 cameras. What is the cost for the Warranty Extension? The MOBOTIX products eligible for a Warranty Extension are divided into four groups: Indoor Video Systems (IVS): Mx6 Indoor models, MxThinClient, MxSwitch Outdoor Video Systems (OVS): Mx6 Outdoor models including their optical Sensor Module(s), MxDisplay+ Single Thermal Systems (STVS): M16 Thermal or S16 with one external Thermal Sensor Module Dual Thermal Systems (DTVS): S16 with two external Thermal Sensor Modules No warranty extensions for MOBOTIX interface boxes, MOBOTIX MOVE products and any other items not listed here Overview: MOBOTIX Warranty Extensions Order Number Description EAN Code MSRP Mx-WE-IVS-1 1 Year Warranty Extension For MOBOTIX Indoor Video Systems Mx-WE-IVS-2 2 Years Warranty Extension For MOBOTIX Indoor Video Systems Mx-WE-IVS-3 3 Years Warranty Extension For MOBOTIX Indoor Video Systems Mx-WE-IVS-4 4 Years Warranty Extension For MOBOTIX Indoor Video Systems Mx-WE-IVS-5 5 Years Warranty Extension For MOBOTIX Indoor Video Systems Mx-WE-OVS-1 1 Year Warranty Extension For MOBOTIX Outdoor Video Systems Mx-WE-OVS-2 2 Years Warranty Extension For MOBOTIX Outdoor Video Systems Mx-WE-OVS-3 3 Years Warranty Extension For MOBOTIX Outdoor Video Systems Mx-WE-OVS-4 4 Years Warranty Extension For MOBOTIX Outdoor Video Systems Mx-WE-OVS-5 5 Years Warranty Extension For MOBOTIX Outdoor Video Systems Mx-WE-STVS-1 1 Year Warranty Extension For MOBOTIX Single Thermal Systems M16/S Mx-WE-STVS-2 2 Years Warranty Extension For MOBOTIX Single Thermal Systems M16/S Mx-WE-STVS-3 3 Years Warranty Extension For MOBOTIX Single Thermal Systems M16/S Mx-WE-STVS-4 4 Years Warranty Extension For MOBOTIX Single Thermal Systems M16/S Mx-WE-STVS-5 5 Years Warranty Extension For MOBOTIX Single Thermal Systems M16/S Mx-WE-DTVS-1 1 Year Warranty Extension For MOBOTIX Dual Thermal Systems S Mx-WE-DTVS-2 2 Years Warranty Extension For MOBOTIX Dual Thermal Systems S Mx-WE-DTVS-3 3 Years Warranty Extension For MOBOTIX Dual Thermal Systems S Mx-WE-DTVS-4 4 Years Warranty Extension For MOBOTIX Dual Thermal Systems S Mx-WE-DTVS-5 5 Years Warranty Extension For MOBOTIX Dual Thermal Systems S Partner Information 6/2018 Page 3

4 What kind of issues are covered by the Warranty? All issues that are not attributable to modifications to or alterations of the products by any party other than MOBOTIX, faulty maintenance, incorrect installation or faulty repair by any party other than MOBOTIX, use of the products for a purpose for which they were not designed or intended, misuse, abuse, negligence, accidents or overvoltage. Consumable parts such as batteries and microsd cards have a limited warranty of 6 months. My MOBOTIX product is not working. What shall I do? Contact your Reseller and ask him to verify the problem. If the problem can be verified, he will open an RMA with MOBOTIX. The problem has been verified by the Reseller and MOBOTIX has issued an RMA. What s next? If the product was purchased after the 1 May, 2018 and is still under warranty, a replacement device (new or refurbished, same model or equivalent) will be sent to your Reseller. When the Reseller receives the replacement he will schedule an appointment to install the new product and collect the defective one. If the product is no longer under warranty, MOBOTIX will offer a one-time Upgrade discount on the purchase of a new product. As an alternative it will be possible to send the product back to MOBOTIX and pay for a standard repair, but there is no guarantee that the product can be actually repaired. If the product was purchased before the 1 May, 2018, the old warranty policy applies. What is the cost for an Advanced Replacement? Advance Replacements are free of charge however there may be two cases within which you may be charged: If the RMA d product is fault free MOBOTIX reserves the right to charge up to 40% of the value of the replacement product. If the damage of the RMA s product is not covered by warranty MOBOTIX reserves the right to charge up to 50% of the value of the replacement product. What is the cost for a repair? Repairs start from 200 EUR, but a cost estimated can be requested to decide whether to proceed or not. If the defective product is under warranty, MOBOTIX will cover the return shipping costs of the replacement or of the repaired unit. Do I need to pay any additional cost? The Reseller may charge costs related to the intervention and for the shipping of the product to MOBOTIX. MOBOTIX will cover the return shipping costs of the replacement or of the repaired product. What is the typical turnaround time for an RMA? The Advance Replacement is typically shipped out by MOBOTIX within 2 business days from the assignment of the RMA (carried out by MOBOTIX Support). Note: the shipping time may vary based on product availability and public holidays. The same applies to Upgrade offers (within 2 business days from the customer s confirmation). As mentioned above, the replacement will be sent to the reseller who will schedule an appointment for the replacement exchange (installation of the new product, collection of the defective one). The standard repair time is usually lower than 2 weeks but the turnaround time can be heavily influenced by shipping time, customs and external factors that are outwith the control of MOBOTIX. Partner Information 6/2018 Page 4

5 What does refurbished mean exactly? A refurbished product is, generally speaking, a product used for a limited amount of time that MOBOTIX certifies and guarantees as fully functional. Refurbished products may look like new as MOBOTIX replaces the housing and the packaging and performs all the tests to make sure that all the quality standards are met. In all cases, refurbished products are clearly marked as such to make the user aware of it. What happens if the same model is not available as a replacement? In this case MOBOTIX may ship a device with equivalent or better characteristics. What is the Warranty of a replaced product? The Warranty of a replaced unit is the balance of the original unit s warranty. Example: The original warranty is 3 years. The product breaks after 2 years. The replacement (new/refurb.) unit will carry a warranty of (3-2) 1 year What is the Warranty of a repaired product? The warranty of a repaired unit is 6 months on the repaired part(s) and 3 months on the rest of the unit. Partner Information 6/2018 Page 5

6 2. From T2 s Perspective How can I purchase a Warranty Extension? Warranty Extension has to be purchased at the time of placing the product order through your usual MOBOTIX sales channel. The Standard Warranty is 3 years and it can be extended up to a total amount of 8 years. CMP and AMP partners can obtain 1 or 2 years Free of Charge respectively if they register the project via the MOBOTIX Partner Portal. Can I purchase Warranty Extension for installed cameras? No, the warranty extension can only be purchased for new cameras. In case of project-related questions please refer to your MOBOTIX Sales representative. My customers has a defective MOBOTIX product. What shall I do? Contact MOBOTIX Support or your Distributor and ask for an RMA. Please make sure that your request contains all the necessary information to troubleshoot the problem, such as: Detailed problem description Attempts to fix the problem or to prove the defect Serial number(s) of the defective device(s) Report files from cameras and MxMC (if applicable) Description of the scenario and how the customer uses the system The problem has been verified and MOBOTIX has issued a RMA. What s next? If the product was purchased after the 1 May, 2018 and is still under Warranty, a replacement device (new or refurbished) will be sent to you. As soon as you receive the replacement you can schedule an appointment with the End User to install the new product and collect the broken one. If the product is no longer under warranty MOBOTIX will offer a one time Upgrade discount. As an alternative it will be possible to send the camera back to MOBOTIX and pay for the repair, but there is no guarantee that the product can actually be repaired. If the product was purchased before the 1 May, 2018 the old policy applies. What shall I do with the defective product? The defective unit has to be sent back to the Distributor or MOBOTIX within 30 days. What happens if I fail to return the defective product to MOBOTIX within 30 days? MOBOTIX will send a reminder and if the product is not returned after max 2 weeks you will be invoiced for the full value of the replaced product. Who takes care of the shipping costs to the Distributor / MOBOTIX and back? You cover the shipping costs to Distributor / MOBOTIX and Distributor / MOBOTIX covers the costs for the return. Partner Information 6/2018 Page 6