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    Pay per Incident Support for Intel Legacy Products

    Contents:

    • NOTE:
    • BUSINESS STATEMENT:
    • SUPPORT OPTIONS:
    • RETURN POLICY:
    • INCIDENTS:
    • SPARE PARTS:
    • ONLINE SERVICES AND MESSAGING SUPPORT:
    • Q1 WHY IS INTEL IMPLEMENTING THIS PROGRAM?
    • Q2 WHAT IF MY BOARD (PRODUCT) IS DEFECTIVE?
    • Q3 WHAT IF I JUST NEED TO GET A SPARE PART?
    • Q4 MY PROBLEM WAS NOT RESOLVED, DO I STILL HAVE TO PAY?
    • Q5 WHAT IF I'M A RESELLER?
    • Q6 WHAT IF I'M A CONTRACTOR WHO IS ON-SITE?
    • Q7 CAN YOU STORE MY CREDIT CARD NUMBER IN YOUR DATABASE SO I DON'T HAVE TO GIVE IT TO YOU EVERY TIME?
    • Q8 MY PHONE SYSTEM WON'T LET ME CALL A 900# AND I DON'T HAVE A CREDIT CARD, HOW CAN I GET SUPPORT?
    
    

    NOTE:

    
       The program described in this document is applicable only in the U.S.
    
       and Canada.
    
    
    
    

    BUSINESS STATEMENT:

    
       As part of an overall program called "Intel Support Services," which
    
       provides value-added support for current products and continued support
    
       for obsolete products, Intel is implementing a "pay per incident"
    
       program on legacy products.  This program is designed to allow you to
    
       continue receiving support on products that have not shipped in at least
    
       6 months.  The purpose of the Pay Per Incident program is to align with
    
       Intel's Support Services program and provide a means for Intel to
    
       continue to provide support on non-current products.
    
    
    
       Intel legacy products covered by the  Pay Per Incident program are
    
    
    
            Intel Above Boards
    
            SatisFAXtion 100, 300, 350 modems
    
            Intel Fax/Modems, stand-alone modem
    
            PCMCIA and Wireless products
    
            InBoard PC and InBoard AT
    
            Snapin 386
    
            Matched Memory SIMMs
    
    
    
    

    SUPPORT OPTIONS:

    
       You have two options for calling Intel's technical support:
    
    
    
       Option 1:
    
       You can call Intel using our 800 number at 1-800-404-2284 and pay by
    
       credit card.  The cost is $25 per incident, payable with Visa,
    
       MasterCard or American Express.  When you call the 800 number, you will
    
       be routed to a menu where you choose the product you are calling about. 
    
       You will then be routed to a phone system that will ask for your credit
    
       information.  The information is validated and you will be transferred
    
       to a queue to speak with the next available representative.
    
    
    
       Option 2:
    
       You can call Intel's 900 number at 1-900-555-5800.  The cost is $2.50
    
       per minute, with the first three minutes free.  The charge will appear
    
       on your monthly phone bill.  When you call the 900 number, you will be
    
       routed to a menu where you choose the product you are calling in on. 
    
       You are then transferred to a queue for the next available
    
       representative. 
    
    
    
    

    RETURN POLICY:

    
       The Intel return policy will remain the same.  Any product that is
    
       determined to be defective after troubleshooting, if still covered under
    
       warranty, will be authorized for return.  If an RMA (return merchadise
    
       authorization) is issued, you will be not be charged for the cost of the
    
       call. 
    
    
    
    

    INCIDENTS:

    
       The program is Pay Per INCIDENT.  For the purposes of this program, an
    
       incident can be described as any call, or series of calls within a
    
       24-hour period.  For example, if you call for technical support and
    
       during the course of the call are given a solution to try on your
    
       computer, you have 24 hours to try the solution and call back.  If you
    
       call back after the 24 hours, you will be charged again. 
    
    
    
    

    SPARE PARTS:

    
       Spare parts are replacement parts that are available to you for a small
    
       fee.  You can order replacement parts by calling 503-222-5393 and
    
       placing an order with Visa, MasterCard or American Express.  Or, you can
    
       obtain the order form from Intel's World Wide Web site, ftp server,
    
       CompuServe forum, Bulletin Board, or FaxBack service, and send in the
    
       order form along with a check for the replacement part.
    
    
    
            For Personal Conferencing products spare parts - Doc # 9023
    
            For Memory and PC Accelerator products spare parts - Doc # 9020
    
            For Communcation products spare parts - Doc # 9022
    
            For Network products spare parts - Doc # 9021
    
            For Mobile products spare parts  - Doc # 3405
    
    
    
    

    ONLINE SERVICES AND MESSAGING SUPPORT:

    
       Online services will remain in effect as they are today.  You can find
    
       driver software and troubleshooting information on Intel's World Wide
    
       Web site, ftp server, CompuServe forum, and BBS. Troubleshooting
    
       documents are available on the Intel FaxBack system. Message areas on
    
       the Intel CompuServe forum and BBS offer user-to-user conversations
    
       about Intel products.
    
    
    
    

    Q1 WHY IS INTEL IMPLEMENTING THIS PROGRAM?

    
       The Pay Per Incident  program ties in with Intel's new support program
    
       called Intel Support Services, offering value-added support for current
    
       products and continued support for obsolete products. The program
    
       enables Intel to continue to provide quality support for products that
    
       are no longer being sold.
    
    
    
    

    Q2 WHAT IF MY BOARD (PRODUCT) IS DEFECTIVE?

    
       If the board is defective and still under warranty, it will be
    
       authorized for return and the cost of the call will be credited to you. 
    
    
    
    

    Q3 WHAT IF I JUST NEED TO GET A SPARE PART?

    
       If all that is needed is a replacement part, the information will be
    
       given to you for the spare parts program, and the cost of the call will
    
       be credited to you.
    
    
    
    

    Q4 MY PROBLEM WAS NOT RESOLVED, DO I STILL HAVE TO PAY?

    
       Yes.  Some problems are unresolvable due to system environments and
    
       conflicts. The Pay Per Incident program charges will apply to the cost
    
    
    
       of support that you received to diagnose the problem. 
    
    
    
    

    Q5 WHAT IF I'M A RESELLER?

    
       The support policy applies to everyone. Resellers will have to use
    
       either the 800#/credit card or the 900#.
    
    
    
    

    Q6 WHAT IF I'M A CONTRACTOR WHO IS ON-SITE?

    
       Contractors will be charged as end-users.  Contractors will have to use
    
       either the 800#/credit card or the 900#.
    
    
    
    

    Q7 CAN YOU STORE MY CREDIT CARD NUMBER IN YOUR DATABASE SO I DON'T HAVE TO GIVE IT TO YOU EVERY TIME?

    
       For security purposes, we do not store credit card numbers in our
    
       database.  You need to have your credit card number with you every time
    
       you call to use the 800 number.
    
    
    
    

    Q8 MY PHONE SYSTEM WON'T LET ME CALL A 900# AND I DON'T HAVE A CREDIT CARD, HOW CAN I GET SUPPORT?

    
       You can check with your internal telephone support personnel and ask for
    
       access to a specific 900 number for a specific period of time.  Or you
    
       can ask them to "unblock" the "900-555-XXXX" access, as 900 numbers with
    
       this prefix are used ONLY for business purposes. 
    
    

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