CAE EXPRESS Warranty for Ares Base

Introduction to Your Support and Maintenance Specifications
It is our goal to make sure you have a full and complete understanding of the services we provide under any support and maintenance program which you have purchased. The specifications provided herein describe the details related to the level of support and maintenance you have purchased for your specific product, and shall consist of the support of the hardware, software, and supporting infrastructure of your simulator system. Along with the Support and Maintenance Agreement (found here https://caehealthcare.com/legal/), these Specifications govern the terms of the Support and Maintenance services you have purchased.

Description of Services
Level of Support Offered: Express

Scope of Services:
CAE Healthcare Support and Maintenance Express Services include and cover the following services:

• Unlimited technical phone/ email support
• Unlimited clinical phone/ email support
• Shipment on replacement components of the simulator as described below
• Parts and labor
• Software Updates
• Learning Module Software Updates
• One consumable kit provided to the Customer annually at no additional charge

Exclusions
CAE Healthcare’s Support and Maintenance Services do not include or cover:

• Travel costs associated with any onsite services. If a Customer requests a technician visit, Customer shall be required to pay CAE Healthcare for the visit at the then-current list price.
• Preventative Maintenance Visits.
• Software Upgrades.
• Any damage resulting from excessive heat or light exposure, or resulting from rips, punctures, blemishes, or tattoos affixed to the product by the Customer.
• Any normal wear and tear due to normal use and aging, included but not limited to fading, scuffing, stains, or rips to the skin and airways of the simulator.
• Any broken limbs or joints resulting from non-standard use of the product.
• Replacements of computers and tablets that are over five (5) years old and are no longer supported/repairable due to obsolescence.
• 3rd party devices (such as Microsoft HoloLens), if purchased, shall only receive the warranty provided by the original manufacturer.
• Consumable Material, which includes but is not limited to: skins, lubrication, food coloring, tapes, defib pads, batteries, plugs and commonly misplaced parts such as genitalia.
• Any additional exclusions set forth in the Support and Maintenance Agreement.

Customer’s Responsibilities
In order for CAE Healthcare to provide these Support and Maintenance Services, Customer will:

• Maintain network connectivity when required for the product.
• Designate a point of contact at Customer’s premises.
• Carry out the procedures indicated by CAE Healthcare in answer to queries made by Customer within a reasonable time after such procedures have been communicated to Customer.
• Ensure easy access and availability to the Products by CAE Healthcare personnel when required.
• Return any defective hardware components, per the instructions of CAE Healthcare.

Delivery of Support

General:: At CAE Healthcare’s discretion, CAE Healthcare shall repair or replace a defective hardware component with a current configuration of an identical or equivalent hardware component. Replacement hardware components may be refurbished.

Procedure: Customer should contact their Customer Support Representative (CSR) via telephone or online for technical assistance and repairs. Customer may be asked to provide photographic confirmation of the broken part or functionality.

If CAE Healthcare determines that the defective hardware component requires repair and replacement, CAE Healthcare will provide procedures to the Customer in order to assist in the component replacement process, which shall require the following:

• CAE Healthcare will provide the Customer with a return label along with the replacement component for the defective component. Customer must inform the CSR of when the defective component is shipped for return.
• Customer will reuse the packaging in which the replacement component is sent to the Customer for the return of the defective component.
• Customer must return the defective component within seven (7) days, or otherwise will be charged for the defective component.
• CAE Healthcare is responsible for all costs for shipment of the replacement component to and from the Customer.
• CAE Healthcare will retain the original defective parts.
• In the event the Customer wishes to receive back the repaired defective component rather than a replacement component, the Customer must wait for the defective component to be repaired, and a replacement component will not be provided.

CAE Healthcare will not provide on-site repair work for products covered under an Express level of service.

CAE Customer Support Contact Information:

Hours: US 8:00 AM – 6:00 PM EST (Monday-Friday)  |  CAN 8:00 AM – 5:00 PM EST (Monday-Friday)

Phone: US +1.866.462.7920  |  CAN +1.877.223.6237

Email: US srqcustomerservice@cae.com  |  CAN srqcansupport@cae.com

Updates: System Software Support: Periodic system updates for Maestro are available at:https://caehealthcare.com/support/software-updates. You may download software updates from any Windows computer with an internet connection.

eProducts cannot be returned once redeemed/activated.