5: APPENDICES
54 Iridium Pilot™ Installation Guide
The ISP must provide the following information to Iridium’s Tier II Customer Care when requesting GSP
technician support:
• The Ship’s name
• Ship’s registration (Call sign or IMO)
• A contact at the ship’s Management Company
• Fault description and troubleshooting performed
• Desired port and estimated arrival
GSP warranty support and services are provided at no cost, to the ISP or Iridium Pilot customer, in the ports
identied as part of the Iridium Global Service Program. Warranty support in ports outside the GSP network is
available upon request. The ISP will be charged for technician travel time and expenses. Additionally, the ISP
will be charged for Products or Accessories services which Iridium deems to be out of warranty.
6. Accessories Under Warranty
Iridium Pilot accessories (“Accessories”) (i.e. cables, captain and crew handsets, mounts) are warranted for one
(1) year from sale, with proof of sale.
To replace faulty Accessories, the ISP should request an RMA as outlined in Section 1. Faulty Accessories is
not required to be returned unless specically requested by Iridium. A copy of the Iridium issued RMA form
must be included with the material being returned. Material received by Iridium without an RMA will not be
replaced under warranty and will be returned at the sender’s expense.
7. Documentation and Transportation
All Products or Accessories sold to end-users and returned to Iridium for repair or replacement must be
accompanied by a copy of the RMA. The RMA number must be referenced on the outside of the box.
Warranty Returns
Iridium makes best eorts to provide an exchange of warranty claim units within three (3) business days upon
receipt of the defective equipment returned under a Warranty RMA.
Defective Products or Accessories covered under warranty shall be returned to Iridium by the ISP/Dealer with
freight, insurance, and customs duties/taxes prepaid via DDP (Deliver Duties Paid) Incoterms 2000.
Any storage fees related to clearance delays caused by insucient information provided by the shipper will be
charged to the shipper.
Replacement equipment will be returned to ISP via DDU (Deliver Duties Unpaid) Incoterms 2000. Iridium
will be responsible for replacement shipment freight, less Duties/Taxes. Any storage fees related to clearance
delays caused by insucient information provided by the recipient will be charged to the recipient.
Following the assignment of an RMA by the Iridium Global Warranty Center, the ISP may direct the customer or
Dealer to ship the faulty equipment directly to the Iridium Authorized Repair Center, per return address stated
on Iridium issued RMA form. All Products or Accessories shipped from the Iridium Global Warranty Center
must be shipped to an ISP location. Return equipment can be delivered only to countries in which spectrum
licenses for Iridium as well as equipment type approval or registration have been granted.
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