Service Options: Hardware Warranty, Software Maintenance and Support

1. Service Options:Hardware Warranty, Software Maintenance and Support

2. IDSolutions Service There are three major options that are offered at time of initial purchase or after the initial support period has expired: • Hardware Warranty: Covers the failure of any hardware you have purchased; ie: a server, codec, amplifier, bridge, etc. • Software Maintenance: Covers any software updates, feature enhancements or new code releases for your equipment; ie: a new video resolution option, enhanced performance, etc. • Support: Provides the ability to call help desk and ask product questions after equipment installation; optionally on-site support

3. Hardware Warranty There are four levels of warranty: • None: No warranty service • Manufacturers: Direct warranty provided by the manufacturer; IDS support desk will facilitate; turnaround time of 2 weeks after diagnosis • IDS Standard: Equipment replacement/refurbishment and parts provided by IDS; turnaround time of 1 week after diagnosis • IDS Advanced: Expedited service in case of hardware failure; turnaround time of 24 to 48 hours after diagnosis

4. Software Maintenance There are three levels of maintenance: • None: No software maintenance service • Updates: Minor software updates are included; generally limited to defect fixes and possibly minor software updates. Support team will provide remote installation guidance to customer. • Upgrades: Major software upgrades for new functionality, standards and features. Support team will provide remote installation guidance to customer. Also includes updates.

5. Support There are three levels of support: • None: No help desk, troubleshooting, questions or onsite support • Helpdesk: Customer has access to the helpdesk through mail or phone for information on features, equipment use, testing and troubleshooting; support@e-idsolutions.com or 877-774-3526 • On-Site: Technician dispatched on-site at discretion of IDS after normal helpdesk troubleshooting could not resolve issue; response time varies according to location

6. Why Buy Service? There are many advantages: • Downtime: What is the cost of having your equipment out of service? A support package helps to ensure you are back up and running quickly • Current features: Selecting a plan that covers software upgrades helps to ensure you are getting the most out of your investment • Hardware: Nothing worse than having the manufacturer’s warranty expire after a year and you product quits shortly thereafter; with the cost of some high tech products having hardware coverage is a smart and inexpensive insurance policy • Support: What happens when your users have a question? Who are they going to call? What if your solution has equipment from multiple vendors? With IDS Help Desk you’ll always have access to a knowledgeable, certified engineer to help explain how the system works, troubleshoot an issue or even recommend complimentary equipment – and one point of contact to deal with manufacturers • Peace of Mind: Let our team worry about coordinating issues with the manufacturer, getting the latest version of code and arranging for equipment return in case of failure – you have enough to do already!

7. Service Plan Definition Summary There are eight service packages: • Declined: Manufacturer’s warranty only, no software maintenance, no support • Bronze: Manufacturers warranty, no software maintenance, help desk • Silver: IDS Standard Warranty, no software maintenance, help desk • Gold: IDS Standard Warranty, software maintenance (updates), help desk • Gold Plus: IDS Standard Warranty, software maintenance (upgrades), help desk • Platinum: IDS Advanced Warranty, software maintenance (updates), help desk • Platinum Plus: IDS Advanced Warranty, SW software maintenance (upgrades), help desk • Platinum Triple: IDS Advanced Warranty, SW software maintenance (upgrades), on-site

8. Service Cross Reference Table