• InDemand will procure all devices and have the devices shipped to the InDemand Operations Depot Center in Louisville, KY.
• InDemand will purchase and maintain ownership of all devices under contract in the complete HaaS solution, including the spare pool.

• InDemand will receive devices, log serial numbers and MAC addresses and​ test devices.
• Only devices included in the program billing count will be supported by InDemand. InDemand will maintain an accurate record of all unique devices that will be used to calculate billing counts and invoice amounts.

• Initial Hardware Deployment
• InDemand will pick, package, and prepare the devices for shipment.
• InDemand will stage and kit the device(s) according to the InDemand SPS Commerce requirements.
• InDemand will load the InDemand SPS Commerce software on the devices for initial deployment.
• InDemand will turn on and charge each device before shipping.

• InDemand will configure location-specific network and device settings prior to shipping.
• InDemand will perform the depot quality control testing process to verify the imaging and configuration of the device have been done correctly. This is a final step we perform to ensure everything is ready for the end user.
• InDemand will ship device(s) to the end user's site via 2nd Day shipping.

• Depot Spare Pool Management
• InDemand will purchase and maintain ownership of spare pool devices for advance exchange.
• InDemand will manage and maintain the spare pool for advanced exchange devices in our Louisville Operations Depot Center.

• InDemand will have spare pool devices shipped to the InDemand Operations Depot Center.
• InDemand will organize and store these devices in a secure location allowing only authorized personnel access to the area.

• Warranty Administration
• InDemand will manage the process of engaging with the manufacturer to have devices serviced. This includes all the phone calls, filling out required forms, processing the RMA, and making sure that the devices are returned and placed back in the spare pool.

• InDemand will provide warranty administration for devices that are included in the complete HaaS subscription.
• InDemand covers the incident fee on all devices for the duration of the deployment. (Most extended service contracts require you to pay an additional "per incident" fee each time you send your device in for service.)

The following services are performed in this order at the InDemand Operations Depot Center upon receipt of devices from the end user:

InDemand will configure location-specific network and device settings prior to shipping from the InDemand Operations Depot Center.

During the end user sales or onboarding process, InDemand will gather any details from the end user needed for device or network configurations.

• InDemand will provide advance exchange replacement services for all devices included in the complete HaaS subscription for the duration of the Term of the complete HaaS contract.
• If the InDemand Help Desk determines that a device(s) is broken and requires a swap, InDemand Help Desk will initiate the Return Merchandise Authorization (RMA) and provide next business-day hardware replacement.
• InDemand will ship a replacement device following the creation of a ticket by the InDemand Help Desk.
• Tickets created prior to 3:00 PM ET Monday through Friday will be shipped same day. Tickets created after 3:00 PM ET will be shipped the following business day. Shipping of replacement units is subject to available spare pool in accordance with the Limitation of Service​.

• InDemand will load the InDemand SPS Commerce software on the device.
• InDemand will configure location-specific network and device settings prior to shipping.
• InDemand will perform the depot quality control testing process to verify the imaging and configuration of the device have been done correctly. We will also verify the device is charged. This is a final step we perform to ensure everything is ready for the end user.
• The shipment will contain the device and a return shipment label for the broken device.
• The end user will return the defective unit to the depot upon receipt of replacement device. The end user removes the replacement device from the box, puts the broken device into the box, places the return label on the box, and provides the box to the shipping carrier.

• InDemand will process tickets and devices at the InDemand Operations Depot Center Monday – Friday 8:00 AM to 5:00 PM ET and Saturday 8:00 AM to 12:00 PM ET.
• Shipping Service Level:
  Includes two-way shipping to and from the end user.
  Out: Overnight
  Return: 5 Day Ground

• InDemand will be closed on Sunday and the following holidays: Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas, and New Year's Day.
• Depot Quality Control:
  The InDemand Operations Depot Center will perform quality control testing to verify the device imaging and configuration (above) have been done correctly for all devices included in the complete HaaS subscription. This is the final step to ensure everything is ready for the end user before shipping.​

• InDemand will ship Device(s) via 2nd Day service for the initial deployment.
• Broken devices will be returned to InDemand via Ground shipment service.

• InDemand will ship Device(s) using standard Overnight shipment service for outbound Advance Exchange.