ServePro Warranty Services Pvt Ltd is a subsidiary of inTarvo Technologies Limited based in New Delhi, India that specializes in extended warranty and technical support programs. They offer various support plans including remote support and on-site support for desktops, laptops, and printers. For hardware issues requiring on-site support, ServePro's call center will schedule a visit from an authorized ServePro Service Partner who will diagnose the problem and provide repairs or replacements, with customers paying directly for replacement parts.

1. ‘S e r v e S H I E L D ’
Remote & Onsite
Assist for
Desktops & Laptops
© 2011 ServePro Warranty Services Pvt. Ltd. All rights reserved. 1

2. About ServePro Warranty Services Pvt Ltd
ServePro is based in New Delhi as 100% subsidiary of inTarvo
Technologies Limited. We specialize in creating and managing EWS &
Tech-Support programs at very reasonable cost and increase customer
satisfaction. Key Deliverables include:
1. Warranty Extension Service Plan Pricing & Design
2. Remote Services Management
3. Pan India Service Network
4. Claims Management
5. Order Acceptance Processing
6. Marketing and Sales Assistance
We handle all aspects of WES plan program that are so vital in today's
competitive landscape.
We also provide strategies to help you improve market share and gain a
competitive edge.
We work with you to deliver customized programs and services that
speak to your customer segments and meet your immediate and long-
term business goals
© 2011 ServePro Warranty Services Pvt. Ltd. All rights reserved. 2

3. ‘ S e r ve S H I E L D ’ Support Plans
Support Plan-1 Support Plan- 1A Support Plan-2 Support Plan-2A
 In case of Hardware support/failure/upgrades, Call Center Agent will schedule a call to
an Authorized ServePro Service Partner (SSP) for further action.
 Our Customers will pay directly to the SSP for Spares needed to make the unit in
optimum working condition. (Replacements or Upgrades).
 ServePro will pay service charges to the SSP per closed call.
© 2011 ServePro Warranty Services Pvt. Ltd. All rights reserved. 3

4. SOW for ‘S e r ve S H I E L D ’ Support
Key Points (Scope of Work):…………..Type of Support
1. Product Optimization Support - Remote
2. Product Management Support - Remote
3. Networking Support- Remote
4. Email and Internet Support- Remote
5. Operating System Support- Remote & Onsite
6. Printer Support- Remote
7. Hardware Support- Onsite/Carry-in
8. Security Support- Remote
9. Software Support- Remote
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5. SOW for ‘S e r ve S H I E L D ’ Support
Scope of Work for Hardware Support – Onsite/Carry-in
What we Support How we Support General Issues
§ Desktops § Installation § Not Powering On
§ Laptops § Setup § Stuck Keys
§ Hardware Performance
§ Printers § Noisy Computer
Enhancement
§ Bundled Devices § Diagnostics § ODD Can't Read/Write Media
§ Repairs & Upgrades § Hard Disk Making Noise
§ Resolve common hardware issues § Heating Issues
§ Troubleshooting common problems § Electric Shock
(Bundled & Licensed Softwares only) § No Display with Power On
§ Getting Lines on Display Screen
§ Can't Switch on wifi button
§ Laptop not getting charged
§ Forgot Bios Password
§ Touchpad not working
§ Setup and Configure New Local Printers
§ Advice in Feature and Functionality of
Printers
© 2011 ServePro Warranty Services Pvt. Ltd. All rights reserved. 5

6. ServeSHIELD- Onsite Delivery Process
Customer ServePro Call SSP ServePro
Center
Register the Plan onsite Visit Or
Customer customer Received Defective
complaint Product
Check & Verify Diagnose the
Problem Receive Monthly
product
claims of the
partner from
Resolve the Cirims
YES Problem remotely
Is YES SSP Gives (Own) NO
NO Part/Spares Estimate to
Required customer
Product Defective Customer rejects Validate &
YES
NO the Quote at his process the claim
Customer Approves the discretion
Estimate on mutual agreed
Complete Repairs
Payment terms with SSP
Allocate the call to (Spares payment will not be
Service partner Engineer
responsibility of ServePro) Send Service
Assembles restore
QC /QA Claims Invoice
original parts of
Supply/Install for Payment
Close complaint in the unit
CRM Spares & Complete
Repairs
QC /QA Prepare call report
Prepare call report
& delivery slip,
& delivery slip,
take customer take customer
Received ACKN
Received ACKN
Close Return
W/O Repair
Close Call in CRM

7. ServePro- Partner SSP Payouts
Product Wise SSP Pay-Out
Service Category: ServeSHIELD Remote & Carry-in/ Onsite Support
Call Return/
PRODUCT Distance Slab Rates Per
DETAILS
Service Type
(1way) Repaired Call
Closed Without SLA TAT
repairs
Desktops Carry-in NA 200 125 L1= 1BD, L2/3/4= 3BD 90%
Laptops Carry-in NA 275 175 L1= 1BD, L2/3/4= 3BD 90%
On-site 0-50km 275 175 L1= 2BD, L2/3/4= 4BD 90%
Desktops
On-site 51-150km 350 250 L1=3BD, L2/3/4= 6BD 90%
On-site 0-50km 325 200 L1= 2BD, L2/3/4= 4BD 90%
Laptops
On-site 51-150km 425 275 L1=3BD, L2/3/4= 6BD 90%
No spares used (Adjustment, re-soldering, Replacement of Module assemblies,
Level L1 Level L2,3,4
software installation/upgrade Etc) Spares, Component Level Repairing etc
Transportation Rates for onsite calls are inclusive of the visit/s charges and transportation charges etc
*Spares are not included in ServePro SOW. If Spares are needed to successfully repair the product, SSP will give own Quote and
establish own payment terms to the Customers.
*Parts supplied by SSP should carry a warranty as per OEM/Manufacturing (90 days to1 year) based on products.
*Any successful repaired/closed call will have warranty of 60 days by SSP
* A call will considered closed for payouts only if repaired/deleivered to customer's satisfaction with Jobsheet signed by the
customer & updated in Cirims.
* In case of customer not willing to get the spares replaced from Partner end. Customer acknowledgement (signature & date)
has to be taken on the call slip for payout eligibility for RWR call charges
* Above rates are for a successful closed call as per conditions mentioned above.
* Payment Terms: Service claims within 45 days from the approved invoice date
© 2011 ServePro Warranty Services Pvt. Ltd. All rights reserved. 7

8. ServePro’s Value Proposition
Service
Revenue
Component
Spares
Level
Sales
Repairs
ServePro
Value Proposition
Low Customer
Investment Base
Market
Reach/Image
© 2011 ServePro Warranty Services Pvt. Ltd. All rights reserved. 8

9. Our Win-Win Partnership!
Looking Forward to Work Together!
Mushtaq Ahamed
Head Service Delivery
partner@serveprowarranty.com
080-41312707 +91-9611231396,
www.serveprowarranty.com
Corporate Office:
B-45, Sector 80, Noida Phase - 2
Uttar Pradesh 201 305
(INDIA)
THANK YOU!!!!
© 2011 ServePro Warranty Services Pvt. Ltd. All rights reserved. 9