Telecom Solutions Division only.

Please be advised that we are changing our long-standing practice of providing an advance replacement unit at no charge for out-of-warranty equipment. Under this policy the customer was required to return the failed unit for exchange on a like-for-like basis. Unfortunately, due to many failures to return advance replacement units and the extreme age of many of the units returned, we cannot continue to offer this program. We will continue to provide emergency replacement units for service affecting situations during the initial factory warranty period.

Effective February 28, we offer several new options in lieu of our former process. These are:

• Place a purchase order for a new unit for immediate shipment. Please note that we accept Visa or Master card, as well as purchase orders. We will use our best efforts to prioritize these units for emergency shipment; but units may not always be immediately available.
• Purchase a Spares Support contract from Symmetricom Global Services (SGS). SGS will work with you to determine the type and quantity of spares required to support your installed base and then warehouse them for you in regional locations. A spare can be dispatched immediately upon your request to arrive within an agreed time period (usually 24 or 48 hours). The spare arrives with a pre-paid return waybill enabling you to send your failed unit back to the SGS warehouse. SGS automatically replenishes the warehouse stock to ensure continuous availability of parts. This program lets you efficiently budget spares costs for the entire year and avoids the administrative time and expense of individual purchase orders and payments.

We believe that these options will provide effective alternatives. If you have questions, please call your Symmetricom Account Manager.

Customer Guidelines For Repairs and Advance Replacements
Contact Symmetricom's Customer Assistance Center:

Tel +1 888 FOR SYMM (+1 888 367 7966) or +1 408 428 7907
Fax +1 408 428 7998

In-Warranty Repairs
Provide unit serial number, return address, contact name and telephone number, and brief description of problem.

Extended Warranty Contract Repairs
Complete RMA information sheet and return with failed unit under the contract RMA number provided with your contract acknowledgment.

Out-of-Warranty Repairs
Provide purchase order or credit card number, unit serial number, return address, contact name and telephone number, and brief description of problem.

In-Warranty Advance Replacement
Request advance replacement unit and provide desired ship to address. For unit that has failed and is to be returned, provide unit serial number, return address, contact name and telephone number, and brief description of problem.

Out-of-Warranty Advance Replacement
Request advance replacement unit; provide purchase order or credit card number and desired ship to address. For unit that has failed and is to be returned, provide unit serial number, return address, contact name and telephone number, and brief description of problem.

In all of the above instances, Symmetricom will provide the appropriate return address with the RMA number. Please be certain that the RMA number is visible on the outside of the return shipment.

Spares Support Contracts
For information on arranging a Spares Support Contract, send a note to sgscontracts@symmetricom.com.