FIC mb02 Servicehandbuch
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CSD Service Agreement
CSD Service Agreement
Document: CSD_AGMT.doc
Edition: 2.2
Page 3 of 18
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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