Find helpful answers to your frequently asked questions about Nokia Pro Pack Support.

1. What is Nokia Pro Pack?
2. Why is Nokia Pro Pack being offered?
3. How does Nokia Pro Pack address your business device support needs?
4. What is unique about Nokia Pro Pack?
5. Why is this support superior to the standard device support I would receive under warranty-only coverage?
6. What devices does Nokia Pro Pack support?
7. Where is Nokia Pro Pack offered?
8. What date does Pro Pack support coverage begin and how long am I covered?
9. What does the repair service cover?
10. What happens with my device data if the device needs to be replaced?
11. Where can I go to receive repair service?
12. After I purchase Nokia Pro Pack, what do I need to do to receive Service?
13. What is the expected time for repair after I make initial contact with Nokia?
14. What are the Nokia Pro Pack purchase and coverage limitations?

SERVICE OVERVIEW

1. What is Nokia Pro Pack?

Nokia Pro Pack is a value-added device service offering for Nokia business device users. Through expert technical support and device hardware repair services, Nokia Pro Pack will:

• maximize your user experience,
• increase your productivity, and
• protect your investment.

2. Why is Nokia Pro Pack being offered?

As a business professional, Nokia understands that your device is used for a variety of critical business needs. We believe it's essential for you to maximize the features and availability of your device, ensuring that your business needs are met and that you are able to enhance business profitability. Nokia Pro Pack support helps you by offering device set-up assistance, support call priority, direct access to experts, express repair, and a memory card for easy data backups.

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3. How does Nokia Pro Pack address your business device support needs?

4. What is unique about Nokia Pro Pack?

Nokia Pro Pack is the first of its kind - offering you up to 24 months of expert technical support and enhanced repair service for your Nokia 9500 Communicator, Nokia 9300 device, Nokia 9300i device, Nokia E60, Nokia E61, or Nokia E70. With Nokia Pro Pack, you can receive convenient walk-in service through participating Nokia Care Points.

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5. Why is this support superior to the standard device support I would receive under warranty-only coverage?

As a Nokia Pro Pack customer, you will receive Nokia Care Contact Center call priority directly to 2nd level technical assistant representatives, providing advanced technical device assistance. In addition, you will receive enhanced device repair services at a fixed cost. These services are not available to non-Pro Pack users.

6. What devices does Nokia Pro Pack support?

Nokia Pro Pack is offered for the Nokia 9500 Communicator, Nokia 9300 smartphone, Nokia 9300i smartphone, Nokia E50, Nokia E60, Nokia E61, and Nokia E70. To view the most up-to-date list of Nokia devices supported by Nokia Pro Pack, visit: www.nokia.com/propack.

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7. Where is Nokia Pro Pack offered?

Nokia Pro Pack is available currently at select Nokia Care Points and certain retail device sales points. For an up-to-date listing of participating Nokia Care Points, visit: www.nokia.com/propack.

8. What date does Pro Pack support coverage begin and how long am I covered?

Nokia Pro Pack coverage begins on the original purchase date of your Nokia business device and continues for 24 months. To achieve maximum, benefit and value from this service, Nokia recommends you purchase Nokia Pro Pack at the time you purchase your device.

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REPAIR SERVICE

9. What does the repair service cover?

If during the coverage/warranty period, it is determined by Nokia that there is a defect in materials or workmanship of the covered Device, Nokia will, at its option, repair or replace the affected covered Device.

10. What happens with my device data if the device needs to be replaced?

As with any device containing valuable data, Nokia recommends that you back-up your data on a regular basis.

If it is determined that your device needs to be replaced, your data will be backed-up to your memory card, and restored from the memory card to your replacement device. Please note that depending on the type of data and the type of defect in the Device, it may not be possible to back-up or restore all data.

Note: Replacement Service does not apply in Poland.

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11. Where can I go to receive repair service?

If Nokia determines that the covered Device requires repair or replacement, Nokia may expedite service via:

• Select Nokia Care Points
  Return the covered Device to a Nokia Care Point that provides While-you-Wait Service. Service will be provided at that location, if possible. Otherwise, the main operating parts (the "engine") will be swapped for a fully-functioning Device of the same type. Your data will be restored onto the replacement Device, if possible.
  
  Note: Replacement Service does not apply in Poland.
  
  
• Pick-up and Delivery Service
  Using this service, a courier will pick up the defective device at a customer-specified location and deliver it to the local repair center. The device will be returned to the customer's specified location.
  
  Note: Available in select countries.
  
  For specific information about services in your area, visit: www.nokia.com/propack.

12. After I purchase Nokia Pro Pack, what do I need to do to receive Service?

Call Nokia or visit the nearest Nokia Care Point that offers enhanced Nokia Pro Pack service. Contact phone numbers and Nokia Care Point addresses are listed on the Nokia website at: www.nokia.com/propack.

After contacting Nokia or a Nokia Care Point, you will be asked to:

• Provide the IMEI (Device Serial) number for the covered Device
• Provide your Nokia Pro Pack contract number or company name
• Answer a series of questions about the symptoms and causes of the problems on the covered Device
• Follow instructions given by Nokia, including, but not limited to, refraining from sending Nokia Devices that are not subject to repair or replacement service and ensuring that the covered Device is packed in accordance with shipping instructions.

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13. What is the expected time for repair after I make initial contact with Nokia?

In most countries, Nokia Care Point repairs will be completed on-site, while you wait.

14. What are the Nokia Pro Pack purchase and coverage limitations?

Nokia Pro Pack service cannot be purchased after the original warranty term for the Device has expired.

Nokia Pro Pack service is available only in the country where Nokia Pro Pack is purchased.

Consumers shall have no coverage or benefits under Nokia Pro Pack if any of the following conditions apply:

• The device has been subjected to abnormal use, abnormal conditions, improper storage, exposure to moisture or dampness, unauthorized modifications, unauthorized connections, unauthorized repair, misuse, neglect, abuse, accident, alteration, improper installation, or other acts which are not the fault of Nokia, including damage caused by shipping.
• There has been damage from external causes such as collision with an object, or from fire, flooding, sand, dirt, windstorm, lightning, earthquake or damage from exposure to weather conditions, an Act of God, or battery leakage, theft, blown fuse, or improper use of any electrical source, damage caused by computer or Internet viruses, bugs, worms, Trojan horses, cancelbots or damage caused by the connection to other products not recommended for interconnection by Nokia.
• The Consumer of the alleged defect or malfunction of the Covered Product did not advise Nokia in writing within fourteen (14) days after expiration of the applicable Nokia Pro Pack Service period.
• The Product serial number plate or the enhancement data code has been removed, defaced or altered.
• The defect or damage was caused by the defective function of the cellular system or by inadequate signal reception by the external antenna, or viruses or other software problems introduced into the Product.

Please check the applicable Nokia warranty for additional limitations on your device.

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