Toughbook Service

PANASONIC TOUGHBOOKSSERVICE & SUPPORT FOR A TOUGH WORLD

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* Excluding Saturdays, Sundays and public holidays

INTRODUCING SERVICE FOR A TOUGH WORLD.

Your uptime is our commitment. Panasonic aims to repair any unit within 48 hours from receipt*. The maximum total turn-around time of the operation, including shipping time, should be 96 hours* from collection to receipt. We will do everything within our means to ensure this service.

THE PANASONIC 48 HOURS COMMITMENT.

Toughbooks are made for the real world, but tough as they are, you never know when something may go wrong. But at CPE (the Panasonic Computer Products Europe Service Centre in Cardiff, Wales), we have solutions for every type of incident – fast, efficient and cost-effective. A Panasonic Toughbook is not just a powerful, rugged and reliable PC. It is a

complete computing solution from a single accountable source. Firstly, because we manufacture most of the components ourselves we know our computers inside out. Secondly, because our service starts before you buy a single Toughbook. In our pre-purchase consultation, we analyse your specific requirements and customise everything, not just the hardware and soft-

ware, but also the contract that will give you the support and service that best suits your needs – and not only on paper, but in the tough world.

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BACK COVER

SERVICE OVERVIEW

Support ServicesPremium servicesGlobal service/TCORequesting Service or repairAsset disposalContact

STANDARD LIMITED WARRANTY.

Every Toughbook comes ready to face the world – with a 3-year limited warranty that covers hardware failures for systems used as designed. Handheld Products will only be covered for 1 year. The warranty also covers the accessories included in the original package for 3 years and additional peripherals made by Panasonic for 1 year. Batteries are covered for 6 months.Customer will beneficiate from our European wide collect and return service which comes free of charge with the Toughbook standard warranty.

EQUIPMENT WHAT IS COVERED? WARRANTY

Original PackageEverything included

in the original package except batteries

3 Years (Toughbook Notebooks)

1 Year (Toughbook Handheld)

External Case & Components

Electrical ComponentsDisplay, processor, circuit

boards, hard drive, modems, and speakers.

3 Years

AC adaptor, Internal drives, external case, connectors, ports, standard keyboard,

touchpad and mouse buttons, antenna and covers

3 Years

Consumables Battery, LCD Protective Film 6 Month

Software Physical Media (CD) 60 Days

ACCESSOIRES DURATION

Car Chargers 1 Year

Battery Charger 1 Year

Port Replicator 1 Year

Cradles 1 Year

Additional AC Adapter 1 Year

Additional media bay devices 1 Year

Memory modules 1 Year

Notebook Bag 1 Year

CONSUMABLES DURATION

Additional battery 6 Months

Additional Pen 6 Months

LCD Protective Film 6 Months

Carrying Handle 6 Months

INITIAL CONSULTATION

The purpose of the initial consultation is to discover your needs and requirements, so we can customise your hardware, software and your service contract to best suit your business needs. You can access our support by phone, online or personally.

TELEPHONE SUPPORT

If you have a problem, call our multi-lingual Helpdesk on one of the numbers at the back of this brochure. Helpdesk will be your first point of contact: queries will be answered and arrangements can be made for a unit to be returned to Panasonic Toughbook service for repair.

WEB SUPPORT/E-SERVICE

Customers who have been granted access to e-service can obtain a Repair Material Authorisation by themselves. They can also contact our help desk by e-mail. They will also find a download service with helpful utilities to find the right drivers and to update their system.

CUSTOMER SERVICE PATROLS

To ensure our commitment and our ongoing support, we have trained our CS patrols so they can meet our customers, give quick feedback, advise on the best solutions and maximise the life and benefit of the Toughbook systems.

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SYSTEM PRE-CONFIGURATION.

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For project customers Panasonic offers a choice of configuration services to inte-grate Toughbooks into their organisation quickly and efficiently.

• Disk imaging:

You can choose from a global image for all your units, several different images,the set-up of an individual image for every profile, or a complete management of all images and their upgrades.

• Network initialisation and

Bluetooth® configuration:

With your communication systems ready,you can start working immediately. We can also install your SIM cards andconfigure your GSM/GPRS/HSDPA appli-cations for you.

Panasonic Toughbook offers a complete business solution. From redesigning our packaging to include your complete solu-tion, to customising your Toughbooks with your own logos or colours, we can facilitate the deployment of your business solu-tion. We can configure every unit in any European language that you will require and deliver on-time your Toughbooks wherever you want them to be dispatched may it be to one or several locations. That means you can choose the exact solution adapted to your needs delivered exactly where, when and how you want.

DEPLOYMENT OF THE BUSINESS SOLUTION.

Confi guration

Bluetooth®

Association

GSM/GPRS

Confi guration

(SIM installation)

Network

Initialisation

Disk

Imaging

Deployment

We work with 3rd party

suppliers to produce

a complete solution in

a sole package

Solution packaging

We deliver what you

need and when you need

it removing any logistics

problem for customers

On-Time/On-Site

Delivery

Strengthens customer

branding and represents

an additional security

(unique model number)

Logo Installation

A training to familiarize

you with our hardware

and help you developing

your new solution

Train the trainer

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According to a study by technology market research firm VDC, calculations of TCO reveal that the majority of users deploying rugged mobile computing devices such as the Toughbook, spent less per operator per year over 3- and 5-year life cycles than companies deploying commercial-grade devices. The reason is that, in most instal-lation environments, increased service, support and downtime costs outweighed the lower cost of hardware acquisition, lea-ving users of commercial-grade solutions to spend more in the end.Panasonic service offers a simple and flexi-ble way to improve your TCO. Thanks to its consistency and stability, it will maximise the manageability of your Toughbook solu-tion in order to minimise your TCO. Using our Imaging Service for example will increase your immediate productivity by facilitating the installation of your fleet and

TOTAL COST OF OWNERSHIPAND THE VALUE OF SERVICE.

reducing the cost of support. Our deploy-ment services will allow you to save time and energy and help reduce the hassle involved with the configuration and deploy-ment of a large IT rollout in a convenient way for your business. As for our support options, they will allow you to choose the response time adapted to your needs and provide you a way to anticipate the cost of maintenance thus handling your TCO from the start.Choosing the right combination of services will allow you to optimize the value of your solution through better manageability, better support and more reliable products providing you one of the lowest TCO within the IT market place.

WARRANTY EXTENSIONS

Accidental damage coverage: This service allows you to anticipate maintenance costs and to accelerate repairs and reduce administration costs by avoiding dealing with out-of-warranty repairs. It covers all repairs that result from an accident during regular use

Hot-swap service: This lets you benefit from a 24-hour response via an advance exchange. By individual agreement, Panasonic keeps adequate quantities of replacement equip-ment in stock worldwide.

ASSET MANAGEMENT

Tracking and maintaining your Tough-books in a large organisation is made easy with our asset management ser-vices. By tagging Toughbooks when they are built and entering all pertinent unit and user data into our database, the asset management system tracks and prints reports based on virtually any criteria.

GLOBAL SERVICE

Global customers need global service. Thanks to the close partnership of the European, Asian and American divisions of Panasonic, you are assured top service quality wherever you are. From business solutions to customer care, Panasonic has developed international standards to help your business face any challenge, and that includes e-service, buffer stock operation and even a 24/7 telephone support.

PREMIUMSERVICES.

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HOW TO REQUEST SERVICE OR REPAIR.

CALL THE HELPDESK

Please call our Helpdesk on one of these numbers, send a fax or e-mail:

•English + 44 (0) 8709 079 079•German + 49 (0) 1805 410 930•French + 33 (0) 1 55 93 66 60•Italian + 39 (0) 848 391 999•Spanish + 34 (0) 901 101 157

Toughbook E-mail Address: [email protected] Payments: [email protected]

If the Helpdesk cannot solve the problem with your Toughbook over the phone,our agents will provide you with a Returned Materials Authorisation number (RMA) and the details on how and where to return the unit for repair.

OR USE OUR E-SERVICE

Go to www.computerproductseurope.co.uk

and log in with your password and user ID. You can log an RMA and will find many other functionalities, including RMA and invoices summaries and details. For more information please request the training document.

ONCE YOU HAVE AN RMA NUMBER …

…you can send us the unit for repair. If you log the fault before 3 p.m. GMT you will receive the following items on the next day:

• Transportation box

• DHL tracking sheet

• Multilingual information sheet

Place the unit inside the box and fill out the information required on the form (Contact name, RMA number, etc), sign and date the sheet. Attach the DHL delivery sheet to the box and have the courier pick up the box and take it back to the PCPE Service Centre. Please do not send a unit in for

repair without logging it via PCPE Service and getting an RMA number. If you need more details about repair services, please ask a Panasonic representative for the service manual.

ASSET DISPOSAL--RECYCLING.

Panasonic has always been heavily involved in ecology. Recently, Ecology Net Europe has been created. It is a daughter company of Panasonic which takes care of recycling goods for major manufacturers in Europe. Through this partnership, Panasonic can take care of your assets’ disposal without any problem. From the beginning to the end of the Toughbook‘s life, Panasonic has planned services to make your life easier.

International Tel.English + 44 (0) 8709 079 079German + 49 (0) 1805 410 930French + 33 (0) 1 55 93 66 60Italian + 39 (0) 848 391 999Spanish + 34 (0) 901 101 157

Toughbook E-mail Address: [email protected] Payments: [email protected]

GENERAL CONTACT INFORMATION.

Main office telephone number: + 44 (0) 2920 542 150Main office fax number: + 44 (0) 2920 736 250E-mail format: <firstname>.<lastname>@eu.panasonic.com

ADDRESS:

Panasonic Manufacturing UK LtdComputer Products EuropeService CentreBuilding B4Industrial EstatePentwynCardiff, United KingdomCF23 7XB

WEBSITE

www.toughbook.eu

E-SERVICE WEBSITE:

www.computerproductseurope.co.uk/

HELPDESK.