Encl. (3) to COMDTINST 4000.12
MAINTENANCE SUPPORT GUIDE (MSG)
A.
Hardware and Embedded Software Maintenance.
1.
INTERMEC shall perform all hardware and embedded software maintenance to AIT
components in accordance with the warranty provisions of the contract. INTERMEC
shall maintain equipment delivered to the CG by repairing or replacing failed parts
or. components.
2.
When a CG unit determines that bar code equipment has failed or does not work
properly and maintenance support is required, they will do the following:
a.
Within the Continental United States, call the INTERMEC toll-free "Hot
Line" phone number for technical support. The phone number is 1-800-755-
5505. The "Hot Line" shall be staffed 24 hours, 7 days per week.
b.
INTERMEC personnel manning the "Hot Line" shall have sufficient
expertise to recommend corrective actions for hardware and embedded
software problems. They are also responsible for receiving on-call
maintenance requests as well as receiving requests for a Return
Authorization (RA) number for mail-in maintenance.
c.
After INTERMEC analysis, if it is determined that the failed equipment
should be returned to INTERMEC for repair or replacement, an RA number
shall be provided to the CG unit authorizing mail-in of the failed equipment.
All failed equipment must be identified with an RA number. INTERMEC
will also provide CG units with instructions on where to ship failed
equipment for repair or replacement.
d.
After receipt of the item, INTERMEC shall repair it. If it is determined that
the item is unserviceable, then INTERMEC shall replace it with a
serviceable item of same or like equipment, unless determined to be
unserviceable due to user's negligence. INTERMEC shall effect return of the
repaired or replaced item within 2 working days to the CG submitter.
e.
INTERMEC shall notify the CG unit of the equipment's receipt, any noted
discrepancies between the equipment received and the order, the availability
of the repaired equipment for shipment and any shortages discovered during
the inventory of the equipment received on the maintenance request.