Date: 15 June 2021

GuideHusky IVO Warrantyand Support Model

Prepared by:
Cristina-Elena Saitan, Senior Process Manager, Sales & Tech Operations

2Husky IVO Warranty and Support Model

Milestone collaborates with Reseller and Distributor partners to provide technical support forXProtect software issues and with Dell Technologies for HUSKY IVO hardware issues.

Figure 1. Husky IVO support model

The Husky IVO Warranty is supported by troubleshooting and diagnosis services, including onsite
support service by Dell Technologies and their accredited partners. With these services, Milestone will
determine how to remedy a material defect.

If Milestone and/or Dell Technologies determines that the issue is the result of a defect inmaterials or workmanship, and the issue is not able to be resolved remotely, Milestone
Technical Support may determine that the qualified support case (incident) requires on-site
support. In such case a Service Technician will visit the site where Milestone was informedthat the Husky IVO is located. Please be aware if the Husky IVO is located or has been moved
into a country where Dell Technologies does not provide next business day onsite supportand/or other additional services purchased, such as “Keep Your Hard Drive”, the customer
will not be eligible for such services.

Note: As Reseller Partner remember to register the location of the Husky IVO unit with the customer
via the Service Tag Transfer process as soon as the unit is purchased. Further information onService Tag Transfer can be found here.

Dell Technologies will provide onsite support service on a best effort basis. You can find thecountries where onsite support services can be provided here or via a QR code inside theHusky IVO box.
Next business day onsite support service may be delayed if the terms for this Dell
Technologies service cannot be met. For instance, if a request is made and it is decided to
be a Qualified Incident after local business hours and/or if Husky IVO is in another time zone
than where the partner registering the case is calling from.

June 2021 - Milestone Systems A/S all rights reserved

3Husky IVO Warranty and Support Model

The onsite support service is always conditional upon a customer authorized representative,
being at the location when the Service Technician arrives, otherwise the Service Technician
cannot service your Husky IVO, and the customer may be charged a fee for a follow-up
support service.
In case of specific security requirement(s) for the Service Technician entering the site, makea special request for Service Technicians to commit to the security and/or clearance
procedures etc. beforehand. This may affect the ability to provide you with next business day
onsite support. Failure in doing so is subject to an additional fee and separate terms.
If a support-related service has been scheduled, any changes to the schedule may be subject
to a rescheduling fee. Rescheduling of the service must be agreed upon at least 8 days prior
to commencement of such service.
Learn more about the Husky IVO warranty from the Husky IVO - Warranty Card available here
Information and troubleshooting steps required when opening a Husky IVO case for
hardware issues with Milestone Technical Support (MTS):-Have the five-to-seven-digit Husky IVO Service Tag number at hand.

-Full address of the Husky unit location.

-For hard drive issues provide the hard drive PPID as mentioned on its sticker
together with the Husky IVO Service Tag number.

Figure 2. Hard drive label with PPID highlighted

June 2021 - Milestone Systems A/S all rights reserved

4Husky IVO Warranty and Support Model-

Advise the answering Milestone technician how many users are impacted and if
the system is in / out of production.

-

Advise the Milestone technician what the failure is and what troubleshooting has
been done to identify the failure.

-

Advise the Milestone technician if the customer is not available/capable to do adiagnostic testing.

-

If possible, capture the SupportAssist Collection (Also known as TSR or DSET) log
prior to calling or logging a case with MTS. Please refer to the below:
iDRAC9https://www.dell.com/support/article/au/en/audhs1/sln306670/how-to-

manually-create-the-supportassist-collection-with-idrac-9?lang=en
iDRAC7&8

https://www.dell.com/support/article/au/en/audhs1/sln295784/how-to-export-a-supportassist-collection-and-the-raid-controller-log-via-idrac-7-and-8?lang=en

June 2021 - Milestone Systems A/S all rights reserved

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platform community that drives collaboration andinnovation in the development and use of network video
technology, with reliable and scalable solutions that are
proven in more than 500,000 sites worldwide. Foundedin 1998, Milestone is a stand-alone company in theCanon Group.

June 2021 - Milestone Systems A/S all rights reserved