Q: What types of onsite services are available for the Microsoft Surface Hub? A: There are two types of field service available: 1. Site readiness and installation service for new units 2. Repair or exchange service for deployed units

Q: What is the service coverage area? A: Microsoft Surface Hub is supported only in officially launched countries (visit https://www.microsoft.com/microsoft-surface-hub/en-us/faq for a complete list of official launch countries). The support coverage area is a 150 mile radius around each major city in the launched countries. Services outside of the 150 mile radius are supported with the best timelines defined on a case-by-case basis. Please allow for extra customer response time.

Q: Who performs the onsite services? A: Microsoft offers onsite installation and onsite repair/exchange services for the Microsoft Surface Hub, performed onsite by our Microsoft-authorized service partner Unisys. Customers work directly with Microsoft through our global call center, email and web portal (CSS)**. CSS dispatches service engineers.

Q: What are the response times and hours? A: Onsite services are performed at the customer site within one or three business days, as specified on the service warranty purchased. Standard service times (three business days) or Microsoft Complete for Business (one business day). • • •

Microsoft’s authorized service partner will contact the customer to confirm and schedule the service. appointment within one business day of the customer contacting Microsoft customer service. Customer scheduling requirements and delivery of ordered units/parts may affect the actual service completion date. Service hours are Monday through Friday, 8:00 am to 5:00 pm, local customer time. Best effort will be made to accommodate any off-hour requests, or expedited service requests.

**Support site: https://www.microsoft.com/surface/en-us/support/surface-hub

Q: How does the onsite installation service process work? A: Installation service for the Microsoft Surface Hub is ordered by the customer when placing an order with the reseller.

Typical service flow process:

Customer orders a new Microsoft Surface Hub with add-on installation services.

Unisys performs the site readiness visit at the customer location.

Distribution warehouse ships Microsoft Surface Hub to customer.

Service partner installs Microsoft Surface Hub at the customer location.

Installation service is an optional add-on service ordered by the customer. Installation service typically includes two visits to the customer location by Microsoft’s authorized partner:

The ‘site readiness’ visit:

Once the ‘Installation Service Work Order’ is received by Microsoft, the Microsoft-authorized service partner will contact the customer to review the order and schedule the visit. If the unit will be installed at a location other than the customer’s site (for example, a hotel location for an event), a customer point of contact and a site point of contact will be required for the site readiness visit. The site readiness visit is performed by one partner technician

Q: What will the Microsoft-authorized technician review? A: The Microsoft-authorized technician will review the following: • The customer order (SKU confirmation) • Type of mounting desired (wall mount or stand) • Receiving dock area, and review the Microsoft Surface Hub crate size with customer • Securing the Microsoft Surface Hub until the installation and retaining the Microsoft Surface Hub packing • Confirm the location for unboxing • Confirm the Microsoft Surface Hub can be moved to the installation location • Confirm additional helpers (see ‘the installation visit’ below for details) • Confirm the physical location of the unit to be installed meets the requirements: ability to hold weight/size of unit, configuration of the installation space (power, connections available, etc.) and if required, ability to move unit to stage via lift or dolly, etc. • Confirm the installation date, point of contact and confirm the customer is satisfied with the site readiness visit.

Q: What if the site readiness visit is optional? • •

There are several reasons why a site readiness visit may not be needed, including previous installations at the same site, or familiarity with the Microsoft Surface Hub. The site readiness visit is included in the price of the installation service. There is no discount or credit applied if the site readiness visit is not used.

The ‘installation’ visit:

Once the site readiness visit (or confirmation that the site is ready) is complete, the Microsoft authorized service partner will contact the customer to confirm the installation appointment and point of contact and arrive onsite for the installation visit.

Q: What will the Microsoft-authorized technician review? A: Microsoft will require the customer to manage the installation and structural integrity of the wall mount or stand installation. If the unit will be installed at a location other than the customer’s site (for example, a hotel location for an event), a cu stomer point of contact and a site point of contact will be required for the site readiness visit. The Microsoft Surface Hub installation is performed by two or four partner technicians, depending on device size: • • • • •

• • • • •

55” Microsoft Surface Hub: The installation of the 55” Microsoft Surface Hub requires two people to safely lift product. 84” Microsoft Surface Hub: The installation of the 84” Microsoft Surface Hub requires four people to safely lift product. Movement of the Surface Hub from the customers shipping/receiving location to the desired installation site. Unpack the unit from the shipping container (once in desired location). Mount the Microsoft Surface Hub: For sake of clarity the customer is responsible for installation and placement of the wall mount or stand for the Microsoft Surface Hub as well as cable routing (power, Ethernet) to the product. The product warranty does not apply to damages related to the improper installation or placement of the or stand to which the Microsoft Surface Hub is attached. Connect the associated cables: the partner technician is not allowed to do any electrical modifications or wiring changes to the customer site or to the device other than connecting the approved cables. Apply power and check basic power-on functionality of the Microsoft Surface Hub and wireless keyboard. Clean installation area of any packaging from install. Present customer with in-box documentation. (i.e. Quick Start and Quick Setup Guides). Perform any required software updates (using USB or other solution provided by Microsoft).

Q: What about support of customer-provided IT/Admin? • •

• •

Complete the Surface Hub Out of Box Experience (OOBE) Surface Hub Windows 10 setup procedure. During the OOBE setup procedure key information such as a Skype for Business enabled Exchange resource account and a site admin account will be needed to complete the setup. The customer IT/Admin will need to setup and provide these accounts. If the information is not available, the installer will have the capability to by-pass the OOBE process and allow the customer to complete the account assignments at their convenience. Validation of functionality: Demonstrate basic menu items, white board, and Skype for Business call to corporate device (provided that customer IT has completed the configuration). Remove device lifting handles and present to customer for storage (customer should keep handles in the event of a location change) Stands: If customer purchased a stand, Microsoft will assemble the stand based on the instructions provided by Microsoft.

Q: How does the onsite repair or exchange service process work? A: Microsoft Surface Hub Warranty and Microsoft Surface Hub Complete for Business provide for onsite repair and exchange of devices requiring support. For eligible Microsoft Surface Hubs that require service the Microsoft Support Team will diagnose and arrange for the service. The Microsoft Support Team will send the appropriate parts or an exchange device to the customer site and dispatch the Microsoft authorized service partner.

Q: We list onsite support but what if the machine totally dies or the initial support visit doesn’t lead to a quick fix? A: 70% of all service calls will lead to a repair onsite by replacing a Surface Hub FRU (Field Replaceable Unit). If the device cannot be repaired onsite, Microsoft will replace the entire device.

Typical installation flow process:

Microsoft Surface Hub service needed.

•

• • • •

Microsoft Support diagnoses and dispatches a service partner and orders the parts or exchange unit.

Service Partner performs repair or exchange service.

The Microsoft-authorized service partner will contact the customer to review the work order details and arrange for the service visit, and confirm arrival of the parts/unit. The Microsoft Surface Hub installation is performed by two or four partner technicians, depending on device size. The 55” service repair visit is performed by one technician. The 55” service exchange visit is performed by one technician and requires one additional helper supplied by the customer. The 84” service repair visit is performed by two technicians. The 84” service exchange visit is performed by one technician and requires three helpers supplied by the customer.

Parts Depot Parts or exchange unit ships to customer.

Exchanged parts or unit are returned to the Parts Depot.

The Microsoft Store technician will: • Review the work order with the customer upon arrival. • Unbox the parts/device. • Install the repair parts or swap the device. • Confirm proper operation. • Box the swapped device or parts for return shipment, label as needed. • Customer arranges return shipment with the Parts Depot. • Confirm the customer is satisfied with the service.

Q: How many years is the warranty and how many years of Complete for Business are available? A: A standard manufacturers warranty comes with the product and provides for one year of hardware and 90 days of technical support. In some countries product comes with two years of hardware support (aligns to the warranty of Surface Pro).

Q: Is there a description of Complete for Business for Surface Hub? A: Purchasing a Complete for Business Warranty will upgrade your current Standard Warranty to provide Complete for Business Warranty service benefits and extend your warranty service for an additional period of one or two years depending on which Complete for Business Warranty is purchased. Complete for Business Warranty service must be purchased within 45 days of your Surface Hub purchase. Complete for Business Warranty service benefits are not retroactive and begin on the date the Complete for Business Warranty service is purchased.

Q: In what quantities can you purchase Complete for Business? A: You can purchase this service offering once (quantity one) per product with a total of three years Complete for Business coverage. There are no renewal service offerings. You have up to 45 days from the point of product sale to purchase Complete for Business service (Surface Hub).

Q: When does the warranty begin? A: The standard warranty begins on customer’s date of receipt and extends one year from the first day of the month following receipt date (i.e. received product on 1/15/16, warranty ends 2/1/17).

Q: Do all years of Complete for Business Service warranty have to be purchased upfront or can they add it on over the years? A: Complete for Business service needs to be purchased all upfront (no renewals). Customers have up to 45 days from the date of sale to purchase Complete for Business.

Q: Is there a process to provide a warning when the warranty service is almost expired? A: No. Customers must contact CSS, the primary holder of entitlement for the device. CSS can verify entitlement and expiration date in the SAP database.

Q: Can the customer buy another extended warranty service at the end of the warranty period? A: Not at this time.

*SLA may vary due to service level available by market **Keyboard, pen and hard drive shipped advanced replacement and customer replaceable