viii MP7000 Scanner Scale Integrator Guide
24/7/365 Telephone Support
After hours Level 1 support is always available for Zebra OneCare Select customers. Fully trained help desk
representatives with the skill set required to isolate, analyze and resolve issues will perform Level 1 Triage to
determine the best course of action. If help desk representatives are unable to resolve an issue, it is escalated to
Level 2 staff, who will respond during normal business hours. Partner value: If you are delivering the service, you
get the around-the-clock support you need to provide your customer with the best response times. Customer value:
Your customer gets the peace of mind that no matter when their device malfunctions, they can reach a technician.
Service Dashboard (Optional in Essential)
The Service Dashboard is a portal that provides visibility into the status of all devices in the repair cycle. With the
Select Dashboard, your customers can view the status of all open help desk cases; the condition of all their Zebra
devices at all sites, per site, per specific model; and the status of a specific individual device. Thresholds and date
ranges are customizable, allowing your customers to define what information is presented on the dashboard, such
as the number of resolutions completed. With both the Essential and Select dashboards, customers may track
repairs by serial number and the ratio of 'no trouble found' to repair resolutions. Customers can view the number of
devices, the number of devices due back to the depot and the number of devices currently received by the depot
and in repair. Select customers may check on the number of available spares in the pool. The Service Dashboard
is optional in the Essential service, standard in the Select service. Partner value: If your partners are delivering the
service, they can use the dashboard to reduce the time and cost associated with managing and monitoring devices
that are in the repair cycle. they can also offer their customers a version of the dashboard, complete with their own
logo, providing an extra value to your customer while promoting your brand. Customer value: Your customers can
heavily automate the management of devices in the repair cycle - no more time spent tracking devices and
preparing reports, driving down the cost of repair management.
Service Center support services are also available for customers who do not purchase service within 30 days of
purchasing the product. High level deliverables are shown below.
For customers not wishing to have hardware coverage and TTP partners (see below), Software Support Services
SWSS) are also available providing access to software releases and technical support.
A snapshot of the support services and part numbers are shown below.
Coverage Type Availability Coverage Description
# of Years
Covered
Zebra OneCare Essential
with Comprehensive
Coverage
Available up to 30
days from point of
sale.
Covers repair that is required
due to functional failure,
normal wear and tear, and
accidental damage. Includes
technical support, software
releases, and return
shipping. Services
Dashboard is also included
and the in Select (option in
Essential -
OPT-Dashboard-XX).
Repair: Three
days from day of
receipt in Zebra
repair center;
Technical Support
response four
hours from
inquiry.
3 years
5 years
2 year renewal
Zebra OneCare Select with
Comprehensive Coverage
Replacement
shipped on day of
request;
Technical Support
response four
hours from
inquiry.
3 years
5 years
2 year renewal
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