VB400 BodyCam Warranty
When purchasing the VB400 camera, there are 2 options for warranty support that need to be considered, these are Software Updates and Hardware Support.
Software Updates & Motorola Technical Support
Software updates and Technical Support for the VB400 are linked to the Video Manager Licence (Part No: VM-EPL-VB-1-N), which grants use of the VB400 camera with the Video Management Software (VMS). The VB400 camera will not operate unless associated with the Video Manager Licence.
A new Video Manager Licence provides the camera with 12 months of software updates and 12 months of software technical support from Motorola. This support period can be extended to 24, 36 and 60 months through additional licences which need to be purchased at the same time as the Video Manager Licence. The 24, 36 and 60 month licence extensions cannot be purchased separately from a Video Manager Licence.
The software support attached to the Video Manager Licence is provided by a Motorola Technical Support Desk for the duration of the licence. For some Partners, access is direct, whereas for other Partners, this access will be through XEVA. This will depend on your Motorola Empower accreditation status.
Please Note:
If you order a standard Video Manager Licence for your camera, which has 12 months of software support and updates, and you wish to continue updates after the 12 months, then you will need to buy another Video Manager Licence. Extensions to the software updates and technical support can only be ordered at the time of ordering the Video Manager Licence for the camera.
A camera can also be purchased without a Video Manager Licence, as hardware only. The camera can then be linked to an existing licence or have a new licence applied to it later.
Hardware Warranty Support VB400
There are 2 options for Hardware Warranty when you purchase a VB400 BodyCam. These options are selected when configuring the BodyCam on the XEVA website and these are:
- Bought Out Warranty
- 12 Months Hardware Warranty
As standard, the VB400 camera is supplied with a Bought Out Warranty whereby the purchase price includes no Hardware Warranty from Motorola or XEVA. The Partner buying from XEVA would need to provide the 12 months hardware warranty to their customer directly.
The second option provides a 12 month Hardware warranty against manufacturer defects. This is a ‘costed option’ when building the BodyCam on the website and provided by XEVA. This warranty is based on the following procedure:
In the event of a fault with a camera that is in support warranty, the Partner contacts the Motorola Technical Desk for frontline support on the faulty unit. This is to ascertain whether the fault is Hardware related or Software related. If software related, Motorola will advise on the support needed.
If hardware related, the Partner will need to complete a XEVA Returns Form and send the faulty unit back to XEVA in Basingstoke.
If in hardware warranty, XEVA will inspect the unit and then repair / replace at XEVA’s discretion. Repairs will be carried out with new parts and any replacements will be new products or refurbished as new.
If not in hardware warranty, XEVA will provide a repair quotation if possible.
Return of the faulty product to XEVA will be at the Partner’s cost. Return to the Partner will be at XEVA’s cost.
Turnaround times for warranty repairs will be 10-15 working days at the XEVA Repair Centre.
Any products returned for warranty repair that are found to be physically damaged, will not be covered by the hardware warranty and in this circumstance, the Partner will be notified within 7 days. XEVA will make best endeavours to offer the partner a repair quotation and the Partner can either accept or reject. If XEVA is unable to provide the type of repair needed, the faulty unit will be returned to the Partner and deemed BER.
Please Note:
Hardware Warranty Support from XEVA can only be provided on Cameras that have been supplied by XEVA and where the hardware warranty option has been purchased with the camera.
Some Partners may not have access to the Motorola support desk and will need to contact XEVA to ascertain whether the fault is software or hardware related. This will depend on the Partner’s Empower status.