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Terms <br />Within 48 hours of contact to Technical Support, a Field Support Representative will be on -site during <br />normal business hours to respond to the customer's needs. <br />If the On -Site contract covers multiple devices, located in multiple stations, you must provide one or <br />two primary centrally located stations. In the event of a device problem, the device should be made <br />available to the ZOLL Field Support Technician during the scheduled on -site visit at one of the two <br />centrally located stations. <br />A primary and back-up contact must be provided to the ZOLL Field Support Technician for all <br />communication. <br />Only closed box repairs can be completed on -site (i.e. software updates, software reloading, handle <br />replacement, external cable replacement). <br />Service Provided by On -Site Service <br />The following services will be provided by a ZOLL field technician during the scheduled on -site visit: <br />• Troubleshoot device(s) and/or accessories under contract. <br />• Place calls with the Technical Support Help Desk to open Service Requests and obtain a Return <br />Authorization Number for devices requiring ZOLL Depot repair/evaluation. <br />• Coordinate service loaner deployments with ZOLL's Technical Support Help Desk. <br />• Functionally test and assist in the deployment of service loaners or customer devices, including: <br />o loading custom device configurations; <br />o attaching carrying cases/ bags; <br />o attaching mounting brackets; <br />o connecting accessories; and <br />o establishing communications (pairing BT, Wi-Fi, etc...). <br />• Perform authorized on -site device repairs as appropriate per ZOLL Repair Policies. <br />• Package (or un-package) service loaners and customer units under contract for shipment to (or <br />returned from) ZOLL. <br />• Provide answers or guidance to assure that any issues or questions you or your staff may have <br />are addressed. <br />• Provide product training as required. <br />• Perform device software updates with the permission of the customer. <br />• Review battery chargers and battery management. Cycle batteries as required. <br />05111/18 <br />