EVOC GLOBAL SERVICE POLICY

FOREWORD

EVOC is a world famous manufacturer of embedded and industrial computing products. We provide both reliable products and meticulous services including technical consulting via telephone and email, door-to-door technical services and product maintenance services, etc.

1. WARRANTY TERMS

1.1 Warranty Policy

EVOC products fall into three categories, i.e., Standard Products, Stand-alone Components and Custom Products, as defined below:
Standard Products refer to products developed, designed and manufactured by EVOC Intelligent. They include board products and Complete PC systems. For the Complete PC systems (including rugged notebook computers) made by EVOC, all the accessories except for LCD touch screen and battery come with a full two-year warranty. LCD touch screen and battery are covered by one-year warranty.
Stand-alone Components refer to accessories which are not developed, designed and produced by EVOC, including various I/O cards, modules, chassis, power supplies, display, keyboard and mouse. They come with a 12-month warranty. Products or accessories purchased through EVOC but not made by EVOC are only covered by the warranty and maintenance services provided by their original manufacturers. If not specified, these products come with a 12-month warranty.
The warranty coverage for Custom Products shall comply with relevant terms in the contract between the two parties.
For the warranty coverage for any other special products, relevant terms in the contract between the customer and EVOC shall prevail.

Special notes:

* * To prevent the delivery cycle from shortening the warranty period, EVOC provides a deferred commencement of warranty period so that it starts 30 days after the date of dispatch.
* * The following warranty terms only cover Standard Products and Stand-alone Components. For the custom products and special products, the specific service terms and conditions stipulated in the contract signed between both parties shall prevail.

2. REPAIR PROCEDURE FOR PRODUCTS

2.1 Classification of Defective Products

Class I: Dead-On-Arrival (DOA) products, or Defective-On-Arrival products: Products found to be faulty upon arrival or as soon as they are put into use within the first 30 days (45 days for distributors) from the date of dispatch, either due to damage in transit or defects in the products.
Class II: Warranted defective products: Products whose defects are found and reported within the warranty period and are covered by the warranty.
Class III: Defective products not protected by warranty: Products outside the warranty period, or products not covered by the warranty for other reasons.
1. The DOA products must be reported to and confirmed with EVOC within 30 days (45 days for distributors) after the date of dispatch. EVOC will accept the returned product or give a new replacement to the customer free of charge. If the customer fails to report the DOA case or defects to EVOC within the time frame specified above, the product will not be treated as a DOA product.
The customer can choose from the following services:
A. Servicing at the nearest local Service Center of EVOC;
B. Replacement with a product of same specifications or same price;
C. Return service (The product to be returned shall be retuned in its intact package without unauthorized alteration. EVOC will bear the round-trip shipping cost for DOA product replacement. If the returned product meets the requirement but its failure or defect occurs and is reported 30-60 days after the date of dispatch, EVOC will deduct a demurrage fee equal to 20% of the product value. If the failure or defect occurs and is reported 61-90 days after the date of dispatch, the demurrage fee climbs to 30%. If the failure or defect occurs and is reported 90 days or more after the date of dispatch, product return is not allowed.)
2. For Class II products, in case of failure due to defective quality, EVOC will provide free repair or replacement. The shipping cost for returning the defective product to EVOC shall be borne by the customer, and the shipping cost for sending repaired product or new product to the customer shall be borne by EVOC, i.e., the shipping cost shall be borne by the shipper, and any expenses other than shipping cost shall be borne by the consignee. In case of failure not caused by quality defects, EVOC will charge a reasonable maintenance fee and provide a failure analysis report, and the round-trip shipping cost shall be borne by the customer.
3. For Class III products, EVOC can provide paid maintenance services for products out of warranty period. Such products are subject to the confirmation by the Maintenance Department of EVOC that the provision of such maintenance is economically reasonable, and such products shall not be so damaged that they cannot meet minimum quality criteria after the maintenance. EVOC shall charge the customer reasonable labor cost, material cost and round-trip shipping cost for replacing materials and parts.

***Supplementary notes on the warranty service for Class I and Class II products:

1. DOA products must be returned intact with all original packaging and accessories and without any damage.
2. EVOC bears the shipping cost for forwarding and returning, and any expenses other than shipping cost shall be borne by the consignee.
3. The customer shall provide the product serial number, or transaction vouchers such as commercial invoice, contract and packing list, etc.
4. If upon arrival, the product or its package is found damaged in transit, the customer shall give immediate notice to EVOC and provide effective proof, such as a picture of damaged product, to facilitate processing the claim with the insurance company.
5. Products that become non-repairable due to natural disasters such as fire, flood, lightning, earthquake and pollution, or damaged due to unauthorized upgrading or testing by the customer, are not covered by the warranty.
6. Products with their warranty labels and barcodes removed or altered are not covered by the warranty.
7. EVOC is not liable for damages to products or accessories due to failure to follow the operating instructions in the user's manual, and EVOC has the exclusive right of discretion. If the customer requests services, EVOC will charge proper maintenance fee.
8. Unidentified damages to products due to the customer’s failure to re-pack the returned product as it was originally packed or properly provide protective packing are not covered by the warranty. If the customer requests servicing, EVOC will charge a proper maintenance fee.
9. During the warranty period, EVOC will repair and replace all defective products returned to EVOC. EVOC has the exclusive right of discretion in deciding whether to repair or replace a product.

2.2 Warranty Procedure

2.2.1 Confirmation of RMA (Return Merchandize Authorization) number
1. The customer fills out the RMA REQUEST FORM and emails or faxes it to the Maintenance Center of EVOC.
2. EVOC confirms the feasibility of the repair and issues a RMA number to the customer for tracking. This RMA number is valid for 2 months.
3. After getting the RMA number, the customer shall put a copy of delivery note and the RMA form inside the package and return the defective parts or products with this RMA number.
2.2.2 Arrival of Returned Parts or Products
1. If the arriving goods are inconsistent with the delivery note on RMA form, EVOC will confirm with the customer for the next step action.
2. EVOC promises to repair or replace defective products within 15 working days of their arrival.
3. If the product package arrives without damage and the defective product meets the conditions described on the RMA Request Form, it will be processed by normal procedure.
4. If the product package is damaged on arrival or different from the description in the RMA Request Form, EVOC shall contact and confirm the status with the customer before proceeding further. In this case, the commencement of time period for repair or replacement shall be deferred to the time when negotiation is completed and both parties have come to an agreement 2.2.3 Products to be Repaired
EVOC maintenance engineers will repair the defective product as described in the RMA request form. After the repair, the engineers will conduct functional testing to make sure the product works properly.
2.2.4 Packing and Delivery to the Customer
The repaired product will be well packed and delivered to the address specified by the customer. Meanwhile, the customer will be informed of the RMA number, delivery date and mail tracking number sent by the service engineer.

*** Notes on Packing and Delivery to EVOC:

1. The defective product must be well packed to avoid damage during the delivery. The customer shall be exclusively responsible for any losses or damages caused by the customer's improper packing.
2. DOA products must be returned to EVOC with all original package and accessories.
3. For Class II and Class III products, only damaged parts need to be returned. Accessories or peripherals need not to be attached.
4. The customer shall confirm the RMA number with EVOC before sending the faulty product to EVOC.
5. In order to speed up the process of repair, please contact EVOC service hotline staff and clearly indicate the arrival date and quantity of the returned items, as well as the mail tracking number.

3. 7 x 24-HOUR ONLINE SERVICES

To better serve our customers, our technical service centers provide the following services:
A: 7 x 24-hour telephone technical support service;
B: Real-time technical support service by online technical specialists;
C: E-mail technical support with guaranteed response within 24 hours.
Tech. Hotline: +86-755-86255099
Support Email: support@evoc.com
Support Fax: +86-755-86255909

4. EVOC TECHNICAL SERVICE CENTERS AROUND THE GLOBE

1. Mainland China (EVOC has 35 service centers across Mainland China which can provide technical support via telephone and field services to customers in this region.);
Shenzhen Office(in charge of technical support services across the world)
Customer Hotline: +86-755-86255066
Fax: +86-755-86255909
E-mail:oversea@evoc.com
Tech. Hotline: +86-755-86255099
E-Mail:support@evoc.com
2. Technical Service Center in Germany (mainly in charge of technical support services in European region);
EVOC Deutschland GmbH
Tel.: +49-211-5228859-0
Fax: +49-211-5228859-11
Mobile: +49-1722307970
E-mail: de@evoc.com
3. Hong Kong Service Center
Hong Kong Office
Tel.: (852)2375-5858
Fax: (852)2375-7238
E-mail: hk@evoc.cn
4. D. EVOC will provide global integrated services for worldwide users, so that they can enjoy services at their nearest EVOC service centers upon presentation of invoice or proof of purchase. With the expansion of our business, EVOC will establish more service centers across the world to provide users with even better services.

The following are EVOC’s special services:

5. ON-SITE MAINTENANCE SERVICES

The VIP customer can choose to purchase EVOC’s full-year on-site maintenance service (door-to-door service), or buy the service from time to time from EVOC, all at negotiable prices.

6. CUSTOMIZED MAINTENANCE SERVICE

Besides free warranty, EVOC offers special services that allows the customer to enjoy more meticulous product maintenance services for an extended period of time, such as regular maintenance, priority to request repair service in advance, extension of warranty period for Complete PC systems and parts, machine update service, free technical training for distributors and maintenance service for non-EVOC products, etc.
A. Extended warranty service: The customer can apply for extended warranty service (with warranty period longer than standard warranty service) at a higher price. Please see the following table for the extended periods and their corresponding price markup: