Fic mb02 Service Manual CSD AGMT
First International
Computer, Inc.
CSD SERVICE
AGREEMENT
January, 2000
Version 2.3
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Table of Content
1.0 Purpose --------------------------------------------------------------------- 3
2.0 Scope ------------------------------------------------------------------------ 3
3.0 Definitions ------------------------------------------------------------------ 3
4.0 Warranty Understanding ---------------------------------------------- 4
5.0 Post Warranty Support ------------------------------------------------ 5
6.0 Standard Charges ------------------------------------------------------- 5
7.0 FRU Parts Supply ------------------------------------------------------- 5
8.0 RMA Procedure and Responsibilities for Each Party ------ 6
9.0 Supplement -------------------------------------------------------------- 6
Appendix A Warranty Policy ------------------------------------------------ 7
Appendix B RMA Procedure ------------------------------------------------- 9
Appendix C RMA Request Form ------------------------------------------- 11
Appendix D Quotation For Repair Service ----------------------------- 13
Appendix E Return Material Report --------------------------------------- 14
Appendix F FIC FRU List − Birch Plus ----------------------------------- 15
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1.0 Purpose
To provide a basis from CSD (Customer Service Department) for the
determination of FIC Customer Service and Product Repair Agreement for
both FIC Sales and all FIC Portable PC customers.
2. 0 Scope
This guideline is applicable to the following products:
2.1. Products produced by FIC
2.2. Sub-ass‘y parts purchased by FIC for either installation and/or selling as
FRU parts within/with FIC product, such as FDD, HDD, LCD,
CD-ROM, ...etc. , but which will not include the consigned items.
2.3. Products purchased by FIC and sold with FIC‘s products or as FRU parts,
such as Modem, SIMMS module, Car Adapter, ...etc.
3.0 Definitions
Field Replaceable Units (FRU)
Field Replaceable Units are the parts used to repair the product. FRU Parts are
classified into three levels, level A, B, and C. Level A Parts are the major
replaceable subassemblies. Level B are miscellaneous hardware and enclosure parts.
Level C are normally the breakdown of Level A. (Please refer to Appendix G “FIC
FRU List - Birch Plus” for an example.)
Dead On Arrival (DOA)
Dead On Arrival (DOA) systems are those units that have failed upon arrival at the
customer‘s location. For the disposition of DOA units, it’s customer’s
responsibility to submit the DOA claim within 45 days from the date of the delivery
of product from FIC and to ship out these units to FIC within 14 days of claim. FIC
shall complete the swap within 7 working days from the date the RMA package
arrives at FIC.
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CSD Service Agreement Document: CSD_AGMT.doc
Edition: 2.2 Page 3 of 18
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4.0 Warranty Understanding
4.1. Warranty period and coverage will be as the descriptions in appendix A
“Warranty Policy”. Any discrepancy with CSD Warranty Policy or Service
Coverage will be specified in individual Agreement signed between FIC and
Customer in the premiss of CSD‘s confirmation.
4.2. Warranty services will cover only the defects in the materials or
workmanship of the module/assembly of the products occurring from the
normal and reasonable use of the products.
4.3. Products failing within warranty period and coverage shall be free of charge
on labor service and material repair/replacement to customer, but requests for
returning of the defect products will not be honored by FIC until customer
completes and submits the RMA request form to FIC and the customer is
assigned an RMA number from FIC for each product claims.
4.4. Warranty coverage also includes any options purchased at the same time as
the system. Warranty policy for these options will be the same as those
described in this agreement.
4.5. Services for any defect resulted from an improper handling and/or utilization
by customer or any item mentioned in the list of “Services Not Under
Warranty” shall be charged to customer. Standard charges will be described
in provisions 6.1 and 6.2 for labor and material respectively.
4.6. In the process of RMA service, customer shall arrange and pay the insurance
and freight for returning the products back to FIC. FIC will oppositely bear
the insurance and transportation fees on delivering the products back to
customer except those regulated by other service agreement. In case that
services required by customer are out of warranty or the responsibility of the
failures are not ascribable to FIC, the customer will be the one who shall bear
shipping cost on delivery both way.
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CSD Service Agreement Document: CSD_AGMT.doc
Edition: 2.2 Page 4 of 18
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