Super-Care Basic Maintenance Service (RMA Repair)

1. Overview

Super-Care basic maintenance service (RMA repair) is a basic maintenance service solution that built and provided by xFusion for customers who purchase products (products manufactured by xFusion or third-party products sold by xFusion).

This instruction applies to service products sold by xFusion.

2. Service Content

Super-Care basic maintenance service (RMA repair) provides customers solutions as follows:

Note:

1. Software upgrade authorization is only for host version software, which does not include business software (such as network administration software) upgrade.

2. Calendar Day (CD), refers to the next calendar day.

2.1 Help Desk

xFusion sets up Help Desk hotline (400-009-8999) to provide services, including around-the-clock after-sale technical support (such as fault report and hardware repair), sales and purchase consultation, service policy consultation, and acceptance of service request such as complaint and suggestion.

xFusion customer service center adopts advanced management method and technology, responds all income callings in a real-time manner, and transfers those callings to corresponding technical engineers who will conduct real-time handling on faults and problems. A supporting IT system would record and trace the whole service process, ensuring every service request from customers is handled in an effective and timely manner.

2.2 Remote Problem Handling

After receiving the software fault report, the xFusion engineer will first conduct remote fault analysis and processing, and timely troubleshoot the fault. Remote problem handling includes telephone support and remote access.

1) Telephone Support

After receiving the service request, xFusion will respond through telephone support within the response time specified by the service regulation to help customers analyze, diagnose and locate the problem, provide solutions to the problem and guide customers for implementation.

2) Remote Access

For faults or problems that cannot be solved through telephone support services, after obtaining customers' consent, xFusion will log in to the faulty products through remote terminals to investigate and collect data, analyze the cause of the fault, propose solutions, guide customers for implementation, and provide remote operation if necessary.

2.3 Online Technical Support

xFusion company website provides lots of product and technical documents, such as product manual, configuration guide, networking cases, and maintenance experience summary. We will grant relevant permissions of the website for you, enabling you to access the company website and download documents so that you can know the latest maintenance experience and skills, and obtain the latest product knowledge.

By using personal product management function, you can obtain customized information display and visualized maintenance management information.

In addition, the website offers intelligent Q&A service and supports real-time online question help-seeking.

xFusion company technical support website:https://support.xfusion.com/support/#/en/home

2.4 Software Upgrade Authorization

To ensure stable operation of equipment purchased by customers, xFusion provides software rectification patches for customers who can download on their own. Patches refer to rectification and supplement for original authorization software made by equipment manufacturers, as well as the solution to problems that are found in the operation of this software version. Those software patches are rectified and verified in actual application environment or simulation experiment network, helping eradicate potential operation risks for original authorization software.

Notice

1. Customers can get software rectification patches on the technical support website, upgrade and implement them.

2. Software upgrade or provision of new functions and new features are not within the coverage of this service.

3. This service only applies to host software version, which does not include upgrade of business software, such as network management software.

2.5 Spare Parts Return Repair Service

Hardware return repair service aims to meet your requirements on spare parts turnover and to provide return repair or replacement service for you within a fixed period.

After your application for spare parts service passes, you can return the faulty product to xFusion' designated acceptation site and you need to pay the logistic fee of returning the faulty product to xFusion which will return the repaired product or replacement part to you within the period required by SLA after receiving the faulty product.

The replacement part might be new part or good part with same category and functions (if sales of this model product is discontinued and inventory spare parts are run out, xFusion will provide your equipment or boards with other models and performance no less than that of original parts for replacement). Replacement parts provided by xFusion to you are owned by you and the faulty parts will belong to xFusion. If you cannot return faulty parts due to data security or confidentiality, you should purchase faulty parts retention service in advance.

For products/components replaced by xFusion, the maintenance service lasts for 90 days from the day when repair and delivery are completed or the day of equipment replacement or the originally left maintenance service will be retained. Between the two choices, select one with longer days.

Conforming to SLA stipulated in the agreement, xFusion provides hardware return repair service. For xFusion faulty parts acceptance site, call the Help Desk hotline or refer to the site issued on the website.

3. Duty Division

• Duty division table of Help Desk service:

• Duty matrix table for remote problem handling service:

• Duty table for both parties of hardware service:

Notes:

1. When a customer contacts xFusion for RMA application, it should fill in completely the information on the Fault Label and Service Application Form or send the electronic ones to xFusion. If there is service delay or other accidental result caused by incomplete or wrong information provided by the customer, xFusion shall not assume the responsibility.

2. The customer should inform xFusion within 30 days after there is relocation of any equipment on the equipment list and the service starts within 30 days after the company is informed.

3. The customer should inform xFusion within 5 days after modifying products and configurations, such as upgrading.

4. All returned products should use their original packaging. ESD and foam packaging are preferred. If original product packaging is unavailable, transportation method should be considered for packing returned parts, and customers are responsible for safety and intactness of the returned parts.

4. Service Exemption

xFusion service exemption instruction is as follows:

1、 xFusion service may fail to serve as required due to the following conditions:

1） Accidents caused by force majeure (such as fire, flood, earthquake and lightning strike).

2） Deterioration of service conditions caused by social problems (such as unrest, war, strike and government regulation).

3） The service cannot serve due to the interruption of energy supply (such as electricity, water and oil).

4） Disruption of the communication operators' communication system.

2、 Damage on equipments sold by xFusion due to any one of the following reasons are not included in xFusion's services commitment:

1） Damage on equipments caused by force majeure (such as fire, flood, earthquake and lightning strike).

2） Damage on equipments caused by natural wear or tear.

3） Direct damage caused by on-site equipment operation environment (such as humidity) or external factors (such as external electromagnetic interference and interconnected device fault), which do not meet the written environmental requirements of normal operation for equipments.

4） Large-scale hardware or data damage caused by customers' intention or negligence, inappropriate usage or intentional sabotage behaviors.

5） Equipment damage caused by customer failing to complying with equipment operation instruction.

6） Systematic damage caused by customers or third parties, including relocating and re-installing the system at will without following equipment manufacturers' requirements; adjusting, modifying or deleting the identification caused damage without following equipment manufacturers' requirements.

7） Tamper or mark drives without following xFusion's requirements.

8） Systematic damage caused by customers' infrastructures.

9） Equipment with hardware or software already modified without xFusion's authorization.

10） SSD cards/drives that have reached the maximum read/write number (for description of maximum read/write number and read/write status, refer to product user manual).

3、 The following products or components are not within the coverage of Super-Care basic maintenance service:

4、 xFusion does not provide any clear or implied commercial and technical guarantees not covered herein.

5、 xFusion neither guarantee its product or services are completely flawless that they can meet customers' requirements completely, nor promise that there will be no problems and disruption in the usage of the product or service, and xFusion can rectify those flaws completely.

6、 In any case, xFusion shall not be liable for the direct or indirect economic loss due to this service instruction. The maximum amount of compensation for your losses caused by xFusion shall not be higher than the amount paid for purchasing the product/service.

7、 Purchased parts are not included in the service scope covered by this service instruction.

8、 The maintenance service provided by xFusion is an optional service, and the customer can choose to buy relevant services and when to terminate the services. If you purchase the related service, that is, you allow xFusion to access, collect and deal with faults, as well as detect, position and debug the related information. With the customer's permission, access and process the relevant information based on the customer's requirements. The information is for providing maintenance service only. As you are the controller of these information, xFusion shall not be able to confirm if these information contain confidential or personal data. You shall guarantee that xFusion will obtain or retain all necessary consents, licenses and authorizations ("consents") to provide the services in accordance with applicable legal requirements so that xFusion will not violate applicable legal requirements, your privacy policy, or the agreement between you and the user in providing the services. xFusion shall take appropriate measures to guarantee the customer information security of this category, but shall not be liable directly or indirectly in the acquisition and processing of such information during providing the service. If you return a hardware device to xFusion, it means you have backuped all confidential, private or personal information stored in the device, deleted it from the device completely and authorized xFusion to transfer this hardware device to xFusion's repair centers in other countries for repair. You shall delete aforementioned information before delivering the hardware device to xFusion, and compensate, defend for xFusion, and exempt xFusion from bad consequences of any claim, responsibility, obligation, cost, penalty, confiscation and verdict caused by noncompliance with applicable laws and regulations in transfer or handling of the aforementioned information and inflicted by any government institution or third party.

CRU Category List

Note:

CRU: refers to components that customers can replace on their own.