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GETAC AND FEDEX TECHCONNECT: INNOVATING RUGGED SUPPORT SERVICES WHITE PAPER disruption and potentially lost revenues can scale significantly. According to VDC's research, failure rates of rugged devices is between 2-5% annually - which is significantly lower than the 15%+ failure rate experienced by non-rugged devices for similar applications. It is what happens with these devices when they fail and how quickly an operational unit can be returned to the user is what separates leaders in this industry. Service Quality, Efficiency and Reliability Central to an Effective Service Strategy Support services represent an Achilles heel for many mobile vendors. Vendors have contributed to this with frequent shifts to their service strategies and overall inconsistency in its execution, Consequently,among end users of rugged mobile computers, the gap in rating between "importance" and "satisfaction" is highest in comparison to other criteria and capabilities. One of the most important service support requirements - yet also one of the lowest rated - is turnaround time. Contributing to logistics efficiency is coverage. Rugged mobile devices are often used in some of the most remote locations making sending them into a service center a potential challenge Level of Satisfaction in Mobile Maintenance Services (1=Extremely dissatisfied and 10=Extremely satisfied) Quality of Service Value for Investment Pricing Delivers on a Timely Basis 0 1 2 3 4 5 6 7 8 9 10 FedEx TechConnect: Well Aligned to Support Priority Repair Requirements FedEx has been a pioneer in the use of mobile and wireless solutions to support its logistics operations. From handheld devices used by delivery drivers to supporting fleet management and maintenance applications these solutions are deeply integrated into the Fed Ex's core processes. For almost 30 years the company's certified technicians have developed, repaired, refurbished and upgraded its own technology, including notebooks, handheld devices, barcode scanners and pnnters. FedEx is commercializing this capability and as FedEx TechConnect will deliver it as a new line of business. FedEx's logistics infrastructure and the service and maintenance capabilities of FedEx TechConnect represent a powerfu• combination. With a FedEx location within five miles of every zip code and the network of 1800 retail locations accessing a FedEx location to ship a product is seamless. Moreover,with the service center virtually located at"the end of the runway"at their hub in Memphis, FedEx TechConnect has a distinct advantage on the amount of time it has to service a "priority return". In other words, the last shipment to the FedEx service center can leave as late at midnight. Product is delivered to the service center at 4am while the last shipment out of the service is close to midnight leaving up to 19 hours for FedEx TechConnect to service and repair the product. For products that need to be serviced and returned with 24 hours this represents a distinct advantage for FedEx TechConnect and its partners such as Getac. 1 508 83.9000 111F /1111P--