Issue: Service Level Agreements APC/MGE UPS & PDU Product line: All 3 Phase serviceable UPS/ ancillary equipment Environment: All 3 Phase serviceable UPS/ ancillary equipment Cause: Definition of coverages as relates to the service level agreements offered by SE UPS & PDU On-Site Warranty Extension: See attached file; MMKE-7RML6T_R3_EN_On-Site Warranty Extension Includes: Labor, Travel, and Parts (Reactive) 24/7 Technical Support 1 Site Inspection Visit 1 set of air filters if applicable Does not Include: Batteries Parts and labor for proactive parts replacement. UPS & PDU Advantage Plus: See attached file; ARUO-ACQK4F_R7_EN_Advantage Plus Includes: 24/7 Technical Support 1 Annual PM Visit Labor at standard Schneider rates Parts at a discounted rate Does not Include: No discount on batteries (internal or external) UPS & PDU Advantage Prime: See attached file; ARUO-ACQGSD_R7_EN_Advantage Prime Includes: Labor, and Travel 24/7 Technical Support 1 Annual Preventive Maintenance Visit Parts at a discounted rate Does not Include: Batteries, or battery replacement labor. (Internal or External) Parts and labor for proactive parts replacement. UPS & PDU Advantage Ultra: See attached file; ARUO-ACQFVH_R6_EN_Advantage Ultra Includes: Labor, Travel, and Parts (Reactive) 24/7 Technical Support 1 Annual Preventive Maintenance Visit 1 Set of air filters if applicable Labor for battery replacement Does not Include: Batteries Parts and labor for proactive parts replacement. Upgrades {4HR, 8HR, Next Business Day} These upgrade coverages will entitle customer to FSR to be onsite accordingly, parts may or may not be available to complete a repair at that time. No coverage will require a Time and Material Authorization form to be sent to customer detailing the at least the minimum labor hours and any parts required for repair. Resolution: As per coverage will dictate the course of action provided to customer need. TSE agent will follow internal protocol to handle the service coverage and necessary actions to process customer requests per SLA.

This unit normally goes in for repair to the depot for warranty work. However, if this unit is part of an enclosed soft starter package (8636, 8638 or 8639) or part of an MCC within warranty, the repairs can be done by field services. If a customer would like to buy the suspected failed components and have repairs done on site that is acceptable. SquareD would not pay for travel or labor expenses in this case. Contact AC Drives and Soft Starters product support group (DPSG) at 919-266-8600 for technical support if doing field repairs. ATS46C17N and larger units are generally filed repaired.

Issue: Warranty period on Schneider Electric Surge Protective Device (SPD) products Product Line: Surge Protective Devices Environment: UL 1449 3rd ed., ANSI/IEEE C62.41 and C62.45 Cause: A device or component thereof which reaches end-of-life prematurely may be replaced under warranty. Resolution: The warranty period for surge protective device components is 10 years, and is handled with participation of Surgelogic personnel. Warranty covers replacement of the device or component but does not cover labor to replace or dispose of product.