Extended Warranty
Created for the MOTOTRBO range of radios, Motorola Solutions offer Service packages that can extend the benefits of the radio warranty period and add additional services to support Dealers and their customers in keeping their radio fleet in its best condition.
With all repairs carried out by Motorola Solutions, this unique offering comprises fast repair turnaround times, expert telephone technical support and access to the latest software releases; all backed by Motorola’s globally integrated services infrastructure, highly qualified support technicians and certified repair facilities.
Service packages can be purchased for the MOTOTRBO radios themselves and the system infrastructure.
Having a support contract on the radio / base station will mean the following:
• Latest software is available to install including device feature upgrades
• Access to Motorola Technical Support for the products
• Infrastructure will be tested for voice and features on current software release and voice on previous software release (Going forwards)
• Devices will be tested for voice and features on the 3 previous software releases (Going forwards)
• Quicker and guaranteed repair turnaround times. Option of hardware repair and cover for accidental damage as standard within the policy.
MOTOTRBO Subscribers – LOW TIER Service packages
This includes - DM1000 Series, DM2000 Series, DP1400, SL1600 and SL2600.
There are 3 types of extended warranty packages available for subscribers as an option, at the time of radio purchase:
• Essential 5yr – Software updates, Tech support 8/5, Service desk to open a ticket 24x7x365.
• Essential with Repair 5yr – As above, also includes Hardware Repair with 3 day priority repair (time in service centre) and return shipping.
• Advanced 5yr - As Essential 5 yr but with 1 day priority repair (time in service centre), accidental damage repair and collect / return shipping.
The table showing full cover for each service of the LOW TIER is available for download here
MOTOTRBO Subscribers – HIGH TIER Service packages
This includes - DM4000e Series, DP2000e Series, DP3000e Series, DP4000e Series, SL4000e Series and DP4000 Ex Series.
There are 2 types of extended warranty packages available for subscribers as an option, at the time of radio purchase:
• Enhanced Warrenty with Repair 5yr – Software updates, Tech support 8/5, Service desk to open a ticket 24x7x365. Also includes Hardware Repair with 3 day priority repair (time in service centre) and return shipping.
• Enhanced Warrenty with Repair and Accidental Damage 5yr – As above, but with 1 day priority repair (time in service centre), accidental damage repair and collect / return shipping.
The table showing full cover for each service of the HIGH TIER is available for download here
MOTOTRBO Infrastructure– Service packages
There are 3 types of warranty packages available for infrastructure:
• Essential 5yr – Software updates, Tech support 8x5, Service desk to open a ticket 24x7x365
• Advanced 5yr – Cap Max only
• Advanced PLUS 5yr - Cap Max only
The table showing full cover for each service is available for download here
Service packages can be purchased during the warranty period or after the warranty period. This is how it is done:
• At time of radio purchase: Just quote the option number for the desired service package when ordering and the package will be added to the radio and traced by serial number. This package will last for 5 years (warranty plus 3) and is the cheapest way to purchase the service. The MotoTRBO radios with the option of a service package, have the packages listed as an optional addition under the warranty tab.
• In or Out of warranty: If a service package is not purchased by a Dealer before receiving the shipment from the Distributor, any purchase of Service Package can only be done by quotation. Tier 1 partners are able to access the Motorola Solutions online quotation tool and request a cost for the service package on a radio(s). Tier 2 Partners must request a quotation through XEVA and then XEVA will access the tool on behalf of the Partner. XEVA is also able to access the tool on behalf of Tier 1 partners if requested. Note that in all cases, Motorola discounts will be applied to service packages and therefore Tier 1 Partner prices will be the same whether applied for directly or through XEVA. The Motorola Solutions quote tool will allow you to enter serial numbers of equipment and Motorola Solutions will then calculate the cost of taking a service package for all equipment and taking into account age and any remaining warranty periods on each product. This will allow all items to then come out of service at the same time and ready for renewal at a later date. Note that this service will give an option for 5 years on essential cover but only 3 years on essential with repair. Advance package will not be available from the quote tool. Quotes must be requested no less than 30 days before contract start and quotation validity is 90 days.
Note: Equipment that is long discontinued (say DR3000), cannot have a service package purchased. Products that are newly discontinued may have service packages remaining available on the Motorola Solutions quotation tool.
Equipment within warranty only and no service package: Software Updates and Service Packages
For products that are within warranty but have no service package, software updates and releases will be available for upgrade as normal and until the warranty period ceases. Radios can be sent to the Motorola Solutions service centre for repair under warranty with a turnaround time of up to 20 days at the service centre.
Equipment out of warranty and no service package : Software Updates
For products that are out of warranty and have no service package, software updates and releases will be available free of charge from XEVA, up to Version 2.10.5 only. It is possible to buy a service package for 5 yrs on software upgrades and 3 years on repair. This is done using the Motorola Solutions services quotation tool but only on products that are supported (See discontinued products below).
Equipment currently under SFS contract :
Previously service packages were called Service from the Start or SFS for short. This equipment will continue to receive the same service until contract end, including software updates.
Discontinued products : Software Updates
Any products that have been long discontinued cannot have a services package applied. In this case, it is possible to bring radios up to software version 2.10.5 free of charge. Products that are newly discontinued may have service packages remaining available on the Motorola Solutions quotation tool. Long discontinued products like the DR3000 will not qualify for service packages.
Resources :
The Motorola Solutions FAQs document
Services for MotoTRBO Radios Brochure
Essential Services for MotoTRBO PDF
Services for MotoTRBO Capacity Max Datasheet
Please contact your Account Manager or speak to the XEVA Sales Team to discuss Service Packages