Zebra Spares Pool and Commissioning Services

Zebra Spares Pool and Commissioning Services are a convenient way to ensure limited impact on business functions when one of your Zebra devices requires repair:

Spares Pool enables overnight replacement of malfunctioning devices (both printers and mobile computers)

With Commissioning Service, Zebra's repair technicians will also configure your devices to your specific settings so they are ready to use when you receive them

If you have selected and established Commissioning Service (described below), your spares pool may include devices commissioned with your settings and applications, and any accessories specified during setup of commissioning service with Zebra.

Service

OneCare Essential

OneCare Select

Setup

Setup Time

Spares Pool

Optional Purchase

Included

Required for Advance Exchange service; setup may be initiated by Customer or by Zebra Customer Onboarding Team upon contract activation

5 to 10 days

Device Commissioning

Optional Purchase

Included

Initiated by Customer request

10 days minimum after receipt of documents and devices 

Spares Pool Service For Advance Exchanges

When you request Spares Pool service with your Zebra OneCare Select service, Zebra will maintain and manage for you a pool (buffer stock) of ready-to-ship devices within one of our global repair depots.

When one of your devices needs repair, simply submit your authorization request (using the Zebra Repair Order Portal or another approved method) and we will overnight a replacement device that is ready to use, right out-of-the-box.*

Zebra Provided and Managed Spares Pools

Zebra’s standard method for spares pool management is for Zebra to provide and manage the pool of available devices.

o   Next business day advance replacement of covered devices (both printers and mobile computers) for OneCare Select customers*

o   Zebra procures, supplies, replenishes and manages the spares pool

o   Faulty units are repaired and placed into the spares pool

o   Zebra will typically provide a spares pool that contains 3% to 5% of a customer’s install base of Zebra devices

o   Customer is expected to return faulty unit to Zebra within 30 days of receiving replacement (See detailed guidance in the section Customer Return of Malfunctioning Products below.)

Customer-Provided and Zebra-Managed Spares Pool

This service is available in North America only (U.S. and Canada). 

o   Spares pool is comprised of Products the Customer procures and provides to Zebra to manage on the Customer’s behalf

o   Customer must purchase and provide Products to replenish the Spares Pool, as needed, based on Activity and Missing Unit reports supplied by Zebra

o   The Customer will have a dedicated Spares Pool

o   To maintain devices for advance replacement, Customer will provide to Zebra a quantity of devices representing an agreed percentage of the Customer’s install base (typically 5%)

o   Customer is expected to return faulty unit to Zebra within 30 days of submission of a repair authorization request to Zebra (See detailed guidance in the section Customer Return of Malfunctioning Products below.)

Customer Return of Malfunctioning Product


For Zebra-provided/Zebra-managed spares pools:

o   If malfunctioning Products are not received by Zebra within 30 days of repair return authorization request, Zebra may, at its sole discretion, issue an invoice for the replacement Product at the current list price or suspend the Service.

o   Replacement Product is not covered under the Service Contract until the malfunctioning Product under RMA (the ‘Due Back’) is received. If an RMA is raised on the replacement unit before the Due Back is received, the RMA will be raised as a Per Incident repair and is chargeable.

o   Customer is expected to return faulty unit to Zebra within 30 days of receiving replacement 

For Customer-owned spares pools:

o   If malfunctioning Products are not received by Zebra within 90 days of repair return authorization request, Zebra may, at its sole discretion, cancel or close the open order for repair of the faulty device.

o   Excess Due Back Devices. If the number of Due-Backs exceeds 5% of the installed base, replacement Products, Zebra reserves the right not to issue replacements until the number of Due-Backs is reduced to below 2% of the installed base.

o   Customer is expected to return faulty unit to Zebra within 30 days of submission of a repair authorization request to Zebra 

Device Commissioning Service

Without commissioning, a device is repaired by the depot and returned to factory defaults, including the latest Operating System (OS) and Board Support Package (BSP). Any customized setup must be performed by the Customer. With Zebra’s Commissioning service, Zebra’s Repair Technicians restore your devices to your specified settings, so they are ready-to-use when you receive them.

 While our Customer Onboarding Team will work closely with you during the setup process, Zebra relies on our Customers to provide all commissioning documentation, including installation files, licenses, settings, and detailed, step-by-step installation instructions necessary to load and configure each product

o   Application Loading Service: Zebra archives and reloads Customer-owned or licensed applications, and any Customer-specified Operating System version

o   Configuration Management: Zebra loads site-specific information (such as IP addresses, logon IDs, network settings, and configuration for Wi-Fi connectivity) onto a Customer’s devices

o   Commissioning is an included benefit with Zebra OneCare Select service contracts, and may be purchased as an optional add-on to Zebra OneCare Essential service contracts 

o   Customers may provide up to two (2) updates and/or revisions per any 12-month period during the term of this Service

o   Customer should use the forms on this page to initiate setup of Commissioning service

Over the course of your contract term, our Customer Onboarding Team may contact you to ensure your files and commissioning instructions are maintained to align with any emerging operating system or product engineering changes affecting your devices.

*For complete details about these services – including repair authorization, regional cut-off times for same-day/next-day shipment of replacement devices, and device commissioning, refer to the appropriate Zebra OneCare Essential or Select Service Description document provided with your new/renewal contract Welcome Pack which you may need to obtain from your Zebra Authorized Reseller.

New Spares Pool Setup Request

For Customer-Provided/Zebra-Managed Spares Pools 


STEP 1
Download and complete the North America OneCare Select onboarding form below. 
Complete the entire form, including both spares pool setup and commissioning information.

STEP 2
Email the completed form to our Customer Onboarding Team:   
NAonboarding@zebra.com

STEP 3
Zebra’s Customer Onboarding Team will contact you
to confirm the details of your request, verify device quantities, and provide shipment instructions.

STEP 4
Ship Devices for Your Spares Pool to Zebra. 
Please also provide us with the shipment date and tracking number.

STEP 5
Zebra’s Customer Onboarding Team will contact you 
to confirm successful setup of your spares pool of devices.

Note: Zebra cannot ship replacements before the Spares Pool setup steps – including receipt of devices from you – are complete.

New Commissioning Requests

In order to initiate the commissioning process or to request changes to existing commissioning arrangements, each customer must provide basic information and required files and instructions to Zebra. Please complete the following steps:  

STEP 1
Download and complete the appropriate onboarding form below:

STEP 2
Email the completed form to our Customer Onboarding Team:

o   North America: NAonboarding@zebra.com  

o   Other Regions: globalcommissioning@zebra.com

STEP 3
Zebra’s Customer Onboarding Team will contact you to confirm the details of your request and ensure we have all necessary files and information to begin commissioning of your devices. Our Repair Engineers will then test your files and instructions as a ‘proof of concept’. Under some circumstances, we may need to request a device from you to complete testing.  

Note: There is a minimum lead time of 10 days between receipt of all necessary customer information (and devices) and the availability of the Commissioning Service. Complex requests will require additional setup time.

Questions?

Our Customer Onboarding Teams will be happy to help:

o   North America: NAonboarding@zebra.com  

o   Other Regions: globalcommissioning@zebra.com