FACT SHEET:

BearCom Technical Services

Who We Are Headquartered in Dallas, Texas, with 26 branches across the United States, BearCom is Americas only nationwide wireless equipment dealer and systems integrator. We are well equipped to handle all of your wireless communications requirements, including sales, rentals, and service. What We Do BearCom has a vastly superior technical service department to that of our nearest competitors. At our disposal are more than 100 experienced, factory-trained wireless technicians. As the largest wireless dealer in the country, our size and purchasing power affords us the ability to pass along our savings to our customers by offering some of the most competitive product and service rates in the industry. In addition, BearCom has several qualified engineers on our service staff who are supported by our manufacturing partners and are located on-site at our Dallas headquarters. This expertise and support provided by our partners ensures we can provide the fastest turnaround on product-related questions or engineering solutions. When your equipment needs repair, we will provide you with the same fast, simple, hassle-free service thousands of other BearCom customers have received since 1981. We stand ready to assist you with:
Two-way

BEARCOMS

Technical Services and Solutions

Full

radio repair and troubleshooting warranties and service agreements Equipment installation, programming, and project management Turnkey system development and installation Radio site maintenance Field service
Extended

Two-Way Radio Service & Repair

IP Video Surveillance Cameras

Mesh Broadband Networks

Emergency Communications Solutions

Custom Engineered Solutions

range of professional services and solutions More than 100,000 repairs performed annually 72 hours or less turnaround on most repairs Factory-authorized trained technicians Follow Project Management Institute (PMI) standards Motorola-trained Project Management Professional (PMP) on staff FM-certified repair facility (intrinsically safe) Full enterprise resource planning (ERP) capabilities Warranty work on major brands: Motorola, Icom, Vertex Standard, Kenwood, EF Johnson, and more Certified Service Center (CSC) Premier Service Partner (PSP) Authorized Motorola Service Partner (MSP)

How We Are Different BearComs Professional Service Group manages the largest independent wireless equipment service/repair depot in America. Our team provides radio repair, field service, engineering, project management, systems integration, and customer service. We offer CSC service locations (USMSS), service level agreements, and first through third-level support with dispatch. Service Level Agreements An easy repair or quick service call could become costly without the proper service agreement. BearCom offers simple, cost-effective plans that could save you thousands of dollars in future repairs or service. We will customize a service agreement based on your specific needs. The three levels of support are:
Bronze: Monday through Friday support with on-demand pickup of mobile and portable radio products, on-site troubleshooting and repair

BearCom Extended Warranty In addition to service agreements, BearCom offers extended warrantiesyet another way to help reduce the high cost of future repairs or service. For a reasonable one-time fee, you can extend the warranties for your products up to five years to ensure they are protected from unnecessary spikes in cost due to the need for repair or service!

Certified Service Center (CSC) BearCom currently operates 10 Certified Service Center (CSC) branches. The CSC program is designed as a tool to help customers find quality service centers, to help electronics and appliance manufacturers select service centers for in-warranty repairs, and to provide a standard for professional service firms that desire to offer outstanding customer service. To be eligible for the CSC program, a service center agrees to adhere to 10 requirements that have been developed by representatives of all facets of the service industry. These requirements include facility service capability, code of conduct, appropriate test equipment, customer service and warranty policy, management skills, licensing and insurance, technician certification, and professional appearence.

of infrastructure-related communications equipment, and quarterly preventative maintenance schedule.

Severity Level 1 Description Mon-Fri, 8:00 a.m.-5:00 p.m. response to catastrophic failures that detrimentally impede operations or jeopardize safety of personnel Mon-Fri, 8:00 a.m.-5:00 p.m. response to failures that degrade business operations but do not impact safety of personnel Mon-Fri, 8:00 a.m.-5:00 p.m. response to degraded communications that do not signicantly impact business operations or safety of personnel Phone Response Time 4 hours On Site Same day (after-hours T&M rates will be charged for work performed after service hours) Same day (for work performed during business hours; if not, will be addressed next business day) Next business day

4 hours (calls taken after 2:00 p.m. will be addressed by 8:00 a.m. next business day) 4 hours (calls taken after 2:00 p.m. will be addressed by 8:00 a.m. next business day)

Premier Service Partner (PSP) BearCom maintains a successful Premier Service Partner (PSP) relationship with Motorola. This elite designation recognizes BearCom branches as authorized Motorola PSP-certified service/repair shops. The PSP program replaces the former Motorola Service Station (MSS) program, which had been in place for more than 50 years. PSP is now the highest level of service relationship offered by Motorola. By achieving PSP status, BearCom is authorized to perform maintenance, installation, and warranty services for select Motorola products, such as two-way radio systems, consoles, and subscriber units. There are more than 700 Motorola service and repair locations across the nation, but only 105 qualified for PSP certification. The program focuses on measuring quality initiatives, technical expertise, customer satisfaction, and commitment to Motorola products and services.

Silver: Monday through Sunday support with weekly scheduled pickup and delivery of mobile and portable radio products, on-site

troubleshooting and repair of infrastructure-related communications equipment, and quarterly preventative maintenance schedule.
Severity Level 1 Description Mon-Fri, 8:00 a.m.-5:00 p.m. response to catastrophic failures that detrimentally impede operations or jeopardize safety of personnel Mon-Fri, 8:00 a.m.-5:00 p.m. response to failures that degrade business operations but do not impact safety of personnel Mon-Fri, 8:00 a.m.-5:00 p.m. response to degraded communications that do not signicantly impact business operations or safety of personnel Phone Response Time 2 hours On Site 4 hours (after-hours T&M rates will be charged for work performed after service hours) Same day (for work performed during business hours; if not, will be addressed next business day) Next business day

4 hours (calls taken after 2:00 p.m. will be addressed by 8:00 a.m. next business day) 4 hours (calls taken after 2:00 p.m. will be addressed by 8:00 a.m. next business day)

Gold: Monday through Sunday, 24-hour support with weekly scheduled half-day on-site technician providing real-time repair on minor

accessory repairs, on-demand and on-site troubleshooting and repair of infrastructure-related communications equipment, and quarterly preventative maintenance schedule. Board-level failures will be picked up and delivered to the closest BearCom branch in the city supporting our customer.
Severity Level 1 2 Description 7x24 response to catastrophic failures that detrimentally impede operations or jeopardize safety of personnel Mon-Fri, 8:00 a.m.-5:00 p.m. response to failures that degrade business operations but do not impact safety of personnel Mon-Fri, 8:00 a.m.-5:00 p.m. response to degraded communications that do not signicantly impact business operations or safety of personnel Phone Response Time 2 hours 2 hours (calls taken after 3:00 p.m. will be addressed by 8:00 a.m. next business day) 4 hours (calls taken after 2:00 p.m. will be addressed by 8:00 a.m. next business day) On Site 4 hours 4 hours (for work performed during business hours; if not, will be addressed next business day) Next business day

Authorized Motorola Service Partner (MSP) BearCom is also an Authorized Motorola Service Partner (MSP). This level includes many of the existing benefits of Motorola Service Station (MSS) locations, while also creating the appropriate differentiators for support of our Motorola maintenance customers. Service technicians may also install systems and radios, but their primary role is servicing and repairing communication devices and systems.

The BearCom staff was a joy to work with. Theyre all talented, dedicated, creative, and hard-working professionals. I consider myself fortunate to end up in the hands of those guys and cant imagine any better blend of talent and personalities.
David Chagon Chief Technical Officer VISN 16 BearCom: Americas only nationwide Wireless Dealer and Integrator!

BEARCOM

Quick Facts
Equipment

sales, rentals, leasing, system consulting and design, installation, and service Established in 1981 Americas only nationwide wireless equipment dealer and integrator Motorola and Icoms largest dealer worldwide Vendor-neutral solutions More than 30,000 customers worldwide Approximately 400 employees, including 100+ technical staff 92,000-square-foot fulfillment and support center in Dallas 20 service locations

= Corporate Headquarters = Full-Service Branches = Non-Service Branches

Call us today at one of our 26 branches for immediate sales, rentals, and service:
ATLAnTA, GA 800.417.6272 AUSTIn, TX 800.541.9333 BoSTon, MA 877.301.2327 CHAnTILLy, VA 800.955.0003 CHICAGo, IL 800.900.2327 CoLUMBUS, oH 800.782.5458 CoSTA MESA, CA 800.513.2660 DALLAS, TX 800.449.6171 DEnVEr, Co 877.312.2327 DETroIT, MI 877.475.2327 FT. LAUDErDALE, FL 800.731.2327 HoUSTon, TX 800.856.2022 LAS VEGAS, nV 800.535.2489 LoS AnGELES, CA 800.546.2327 nASHVILLE, Tn 877.454.2327 nEW york, ny & nJ 888.841.3600 orLAnDo, FL 877.640.2327 PHILADELPHIA, PA 877.319.2327 PorTLAnD, or 888.371.2327 rIVErSIDE, CA 800.314.2327 SACrAMEnTo, CA 866.612.2330 SAn DIEGo, CA 877.706.2327 SAn FrAnCISCo, CA 800.953.2327 SEATTLE, WA 800.313.2327 ST. PAUL, Mn 877.650.2327
WASHInGTon, DC 877.895.2327

BearCom Headquarters P.O. Box 559001 Dallas, TX 75355

800.449.5695
2010 BearCom. All rights reserved. The BearCom name and logo are registered trademarks of BearCom. MOTOROLA and the Stylized M Logo are registered in the U.S. Patent and Trademark Office. All other product or service names are the property of their registered owners. FSERVICE0610-0K

BearCom provides a broad line of high-performance wireless communications products, services, and complete mobility solutions. Founded in 1981, BearCom is Americas only nationwide dealer and integrator of wireless equipment, serves customers from 26 branch offices located throughout the U.S., has several affiliated offices around the world, and employs approximately 400 people. For more information, visit www.BearCom.com.

www.BearCom.com