AES CUSTOMER SUPPORT REFERENCE MANUAL

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TABLE OF CONTENTS

Welcome Letter ……………………………………………………… 3

Statement of Service Commitment ……………………………….. 4

Site Preparation Steps …………………………………………… 5

Pre­Site Certification Checklist ……………………………………. 6

AES Resources ……………………………………………………… 9

Repair Process/Instructions …………………………………………. 10

AES RMA Form ………………………………………………………. 11

AES Warranty ………………………………………………………… 12

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Dear Valued Customer:

Thank you for your decision to purchase the AES­IntelliNet two­way wireless alarm communications technology for your Alarm Monitoring Operations center.

Enclosed in this package is the information you will need to know about for readying your site for certification as well as what resources are available for your from AES to support your AES­IntelliNet products.

After shipping your initial system and after you ready your installation for our site certification, we will schedule our visit to you for on­site certification and training on your AES­IntelliNet system.

If you have any questions about your account or installation support you may contact the following people:

Technical Support: (978) 535­7310 Option 4 support@aes­intellinet.com Accounting: (978) 535­7310 X129 gstaples@aes­intellinet.com

All areas of the AES­IntelliNet team are dedicated towards making the integration of the AES­IntelliNet technology into the fabric of your organization as seamless as possible. We understand the importance of enhancing and protecting the quality of monitoring services and recurring monthly revenues that your company relies upon and we look forward to supporting your efforts.

Best Regards,

General Manager AES­IntelliNet

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Statement of Service Commitment AES Service Commitment: The Customer Support Services organization is committed to addressing all of the support needs of our customers.

AES provides the following technical support services:

Technical Support Equipment Repair Site Certifications

Technical Support Engineering Services Advance Replacement Service Technical Publications Technical Training Services

You can tell AES about your issues via telephone, email or through our web­based reporting system.

AES strives try to ensure that your concerns are dealt with by someone who can get them resolves as quickly as possible.. AES does not subcontract any support services, but prefers to put you directly in touch with professional, qualified AES people who understand AES products and services intimately.

AES’ commitments to you, our customers, are:

Responsiveness: Ownership:

AES will reply to every communication promptly.

AES support staff will assume ownership of your issues and manage them to conclusion.

Communication: Integrity:

AES communications will be timely and coherent.

AES will always conduct business with you ethically and professionally.

AES also strives to continually improve everything that it does. If you have any comments or questions about AES services, suggestions for improvements or experiences you would like to share, AES would like to hear from you.

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Site Preparation Steps: The installation and certification of your AES equipment is a simple two phase operation.

Phase 1 – Pre­Site Certification Preparation (Customer Responsibility)

The first phase is the preparation of your installation site(s) including the installation and set up of the

7170­EM IP Links and the 7705I MultiNet Receiver. This is the responsibility of you, the Customer. Please

refer to the installation manual you received with the MultiNet or IP link. It is important that you follow and

complete the Pre­Site Certification Checklist included with this booklet to prepare your installation for the

AES Site Certification and Training visit to your facility.

When the entire system is physically installed and the Pre­Site Certification Checklist is ready to be submitted to AES Technical Support, please contact AES Technical Support at +1 978 535 7310 Option #4 or support@aes­intellinet.com to schedule the Site Certification visit.

Phase 2 – Site Certification and Commissioning (AES Responsibility)

Phase 2 is the certification of the MultiNet system by an AES certification technician. The technician will:

Inspect the system to insure a quality installation

Configure the IP links and MultiNet receivers.

Test and verify the configuration and operation of the IP links and MultiNet Receivers.

Provide configuration and operation training.

Insure proper back up procedures are in place.

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AES Pre­Site Certification Checklist

Antenna Sites (IP Links and Initial Subscribers) o Will IP­Link antennas clear local buildings? Yes No o Will towers be erected?

Yes No If yes, where and what height?

o Do IP­Links have surge protection? Yes No Are IP­Links, antennas, cabling, filters, enclosures located greater than 200ft apart? Yes No IP­Link Antenna vertically clears horizontal plane of any adjacent building or terrain obstructions? Yes No

IP­Link antenna has proper horizontal building or Yes No tower clearance? (6”­12” offset bracket for radials to clear the building or tower)

Cabling o 6 inches of slack at end of cable in case of re­termination Yes No

IP­Link connected to Bandpass Cavity Filter with supplied 3’ jumper Yes No Length of cable run from cavity filter to antenna ______________ RG8 if less than 75’, LMR400 if greater than 75’

o Ground isolation installed prior to cable entering the building Yes No Utilities (network jacks/connections/electricity)

o IP Network jacks installed at IP Links and tested Yes No o Telephone jacks installed at IP Links and tested Yes No

First IP­Link address ________________ Phone number _______________ o Second IP­Link address ________________ Phone Number _______________ o Primary Server on 110V Uninterrupted Power Supply Yes No o Secondary Server on 110V Uninterrupted Power Supply Yes No o Router on 110V Uninterrupted Power Supply Yes No o Network jacks installed and tested at both Servers Yes No o IP Addresses § Primary Server IP Address ______ . ______ . ______ . ______ § Secondary Server IP Address ______ . ______ . ______ . ______ Phone Numbers **Must be a different line than the primary server** § Primary Server phone no. ______ ­ ______ ­ ______ § Secondary Server phone no. ______ ­ ______ ­ ______ § IP addresses between Server and IP­Link can be pinged between each other.

Yes No

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AES Pre­Site Certification Checklist (continued)

MultiNet servers o Servers installed in UL listed rack inside a UL facility Yes No

Keyboard, Monitor and Mouse available for server set up Yes No o Workstation available on the same network as servers Yes No o Printers installed on both servers Yes No o TCP/IP or serial cables installed for automation connection Yes No

Automation o Alarm Automation Software used ______________________________ o AES alarm codes enabled ____________________________________ o Serial or TCP/IP connection used _______________________________ o Comm port settings _________________________________________ o IP settings _________________________________________________

Radios o Identify the radio Cipher Code to be used for your network Yes No

– 4 digit number (0­9, A­F) o Have radios available (7450XL’s, 7450XLT’s, 7750’s or a mix) Yes No

for installer training and range testing (prefer not more than 2 technicians to a radio)

o Have handheld programmers or laptops available for Yes No programming training

Resources Available o Names, titles and contact information of those responsible for IT & phone networks that will

be available for support during on­site certification visit. § Name:__________________ Title _____________________ § Cell: _________________Email:______________________

o Names, titles and locations of those participating in AES training. Name _______________ Title _______________ Location _______________ Name _______________ Title _______________ Location _______________ Name _______________ Title _______________ Location _______________ Name _______________ Title _______________ Location _______________

o Names, titles and radio experience of those to be installing AES systems. Name _______________ Title _______________ Radio Exp (H, M, L) ____ Name _______________ Title _______________ Radio Exp (H, M, L) ____ Name _______________ Title _______________ Radio Exp (H, M, L) ____ Name _______________ Title _______________ Radio Exp (H, M, L) ____

• Attach names lists on a separate sheet of paper if necessary

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AES Pre­Site Certification Checklist (continued)

Next Steps (truck stock, scheduling visit, etc.) o Ordered Truck Stock Package consisting of: Yes No o (1) 7244 coax crimper o (2) 13­0346 BNC to N style adapter for conversion of RG­8 o (10) 12­0101 RG­8 N style compression connectors o (1) 7210­ 5­UM 5 db antenna o (1) 7210 ­6­UC 6 db antenna o (2) 7220­25N BNC to N Style 25 foot cable o (2) 7220­10N BNC to N Style 10 foot cable o (1) 7041 Programmer o (1) SWR meter to check coax cables, connections, and antenna’s o (2) 5ft antenna masts o (1) 6” offset wall brackets for masts o (1) 12” offset wall brackets for masts o (1) vent pipe brackets for masts o (1) 100’ reel of RG­8u for cable runs longer than 25’ & less than 100’ o (1) 500’ reel of LMR­400 coax for cable runs over 75’ (suggested due to attenuation of RG­8u @ longer

runs) Can be kept at parts dept./office and distributed as required in the field o Call AES to schedule the on­site certification and training visit www.aes­intellinet.com 1­800­237­6387

Option #4

I certify that the above checklist items have been completed and we are prepared for the AES site

certification visit. I understand that if there are delays or extensions required to the site certification trip due

to any of the Pre­Site Certification Checklist items not being prepared, that there may be additional time and

expenses incurred by my company and I authorize AES to bill me for this additional time and expense.

Customer: _________________________________________________

Authorized Signature: ________________________________________

Printed Name: ______________________________________________

Title: ____________________________________________ Date: __________________

*** NOTE: DO NOT turn on the MultiNet Receiver, set up any Business Units or do any additional programming before calling AES Tech Support at 1­800­237­6387 – Option 4. ***

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AES Support Resources Use this table to identify the contact method for Technical Support.

Normal Business Hours

8:00am­ 5:00pm Monday­Friday

+1 978­535­7310 Option #4

After Hours 5:00pm ­8:00am

Weekends and Holidays

+1 978­535­7310 Option #4

Fax Number

Email

+1 978­535­7313

support@aes­intellinet.com

Web Site­ On Line Documentation http://www.aes­intellinet.com/aes/index.cfm

RMA Procedure

To order Replacement parts

+1 978­535­7310 x 101

Training Requests

Technical Support Manager

+1 978­535­7310 Option #4

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Technical Support Process Should you be experiencing any problems with AES products, please follow the following Problem Reporting Procedure.

Before you contact the AES Technical Support team (at +1 978 535 7310 option #4 or support@aes­ intellinet.com) to report an equipment problem, please be ready to provide the following information.

1. Your name, company and return phone number

2. The model number of the equipment.

3. The nature of the problem.

4. Is it a new installation?

5. State the problem.

6. If you have left a message, a Technical Support Technician will return you call shortly.

The Technical Support Technician will guide you through the problem resolution process. Should you need to send any AES products to the factory for repair, AES provides a comprehensive repair service for all of its products whether in warranty or out of warranty. A copy of the AES Warranty is provided on the next page of this booklet.

If you are instructed to return the product for repair, refer to the Return Material Authorization (RMA) form provide on the next page of this booklet.

Escalation Procedure

When the normal problem resolution process is not successful, the Technical Support Technician may escalate the problem in one of many ways:

­ Escalating the problem to a 2 nd level of technical support

­ Escalating the problem to Engineering support

­ Requesting that you send the equipment back for anaylsis and repair/replacement

In all cases, AES Technical Support will get back to you with a resolution or next step as quickly as possible.

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AES Corporation 285 Newbury St. Peabody, MA 01960 USA Phone: 978­535­7310 Fax: 978­535­7313

Date RMA Assigned: ________ RMA # assigned by AES: RMA issued by: Purchase Order Number Non­ Warranty Your UPS Tracking Number_______________________

Date:

Company:

Shipping Address:

Contact

Phone:

Fax:

E­mail:

PO Authorized By

WHAT IS THE REASON FOR YOUR RETURN REQUEST? Repair Replace Product upgrade Wrong product ordered

Duplicate order Re­Crystal I didn’t receive what I ordered Return for credit (25% re­stocking charge)

*** Missing Information will result in delay of RMA Number Being Assigned*** QUANTITY DESCRIPTION (MODEL NO.) MANUFACTURE DATE / SERIAL NUMBER

1 Warranty Yes NO

Symptom, Must be detailed

2 Warranty Yes NO

Symptom: Must be detailed

3 Warranty Yes NO

Symptom: Must be detailed

4 Warranty Yes NO

Symptom: Must be detailed

Note: Please copy this form if additional space is needed. FAX to 978­535­7313 or email to Jhickey@aes­intellinet.com

Our UPS Tracking Number is: Date Shipped To Customer

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QUANTITY DESCRIPTION (MODEL NO.) MANUFACTURE DATE / SERIAL NUMBER Warranty Yes NO

Symptom, Must be detailed

Warranty Yes NO

Symptom, Must be detailed

Warranty Yes NO

Symptom, Must be detailed

Warranty Yes NO

Symptom, Must be detailed

Warranty Yes NO

Symptom, Must be detailed

Warranty Yes NO

Symptom, Must be detailed

Warranty Yes NO

Symptom, Must be detailed

Warranty Yes NO

Symptom, Must be detailed

Warranty Yes NO

Symptom: Must be detailed

Warranty Yes NO

Symptom: Must be detailed

Note: Please copy this form if additional space is needed. FAX to 978­535­7313 or email to Jhickey@aes­intellinet.com

Our UPS Tracking Number is:

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OWNER WARRANTY ­ AES CORPORATION LIMITED PRODUCT WARRANTY AND TECHNOLOGY LICENSE LIMITED PRODUCT WARRANTY

AES Corporation (“AES”) warrants to the original purchaser that each AES Subscriber Product will be free from defects in material and workmanship for three (3) years from date of purchase and all other products purchased from AES including central station receivers and accessories will be warranted for one (1) year from the date of purchase. At no cost to the original purchaser for parts or labor, AES will repair or replace any AES Product or any, part or parts thereof which are judged defective under the terms of this Warranty.

Defective AES Products must be returned to AES directly, provided they are properly packed, postage prepaid. Or exchange may be made through any authorized direct factory representative for any AES Products that are judged defective under the terms of this Warranty. Improper or incorrectly performed maintenance or repair voids this Warranty. This Warranty does not cover replacement parts that are not approved by AES. This Warranty does not apply to any AES Product or any part thereof that has been altered in any way to affect its stability or reliability, or that has been subjected to abuse, misuse, negligence, accident or act of God, or that has had the serial number effaced or removed.

Certain AES Products are designed to operate and communicate with other specified AES Products and certain other specified products, systems or networks authorized or approved by AES, as identified in the applicable AES Product instructions. This Warranty does not apply to any AES Product that is used with any unauthorized or unapproved products, systems or networks, or that has been installed, applied or used in any manner, other than in strict accordance with AES instructions.

AES makes no warranty, express or implied, other than what is expressly stated in this Warranty. If the law of your state provides that an implied warranty of merchantability, or an implied warranty of fitness for particular purpose, or any other implied warranty, applies to AES, then any such implied warranty is limited to the duration of this Warranty.

AES cannot be aware of and is not responsible for the differing values of any property to be protected by its alarm reporting systems. This Warranty does not cover and AES shall not be liable for any defect, incidental or consequential, loss or damage arising out of the failure of any AES Product to operate.

Some states do not allow the exclusion or limitation of the durations of implied warranties or the limitation on incidental or consequential damages, so the above limitations or exclusions may not apply to you.

This Warranty gives you specific legal rights and you may also have other rights that vary from state to state.

TECHNOLOGY LICENSE Certain AES Products include software, protocols and other proprietary and confidential technology and trade secrets of AES which are incorporated in or provided with AES Products solely for use in conjunction with and in order to operate AES Products (“Licensed Technology”). AES grants the original purchaser a non­exclusive license to use such Licensed Technology solely in connection with the use and operation of AES Products and for no other purpose or use whatsoever. No title or ownership in or to any such Licensed Technology is conveyed by the sale or delivery of any AES Products; all such rights are retained by AES.

AES SERVICE PROCEDURE: Contact AES at 1­978­535­7310 (fax 1­978­535­7313 email service@aes­ intellinet.com) to receive a Return Material Authorization Number. Have the AES part number and serial number ready. Repack equipment in original or equivalent packaging. Inside the box, please include a contact name, telephone number, address and a brief description of the reason for return.

Ship items freight­prepaid to: Repair Services, RMA#__________________ (call for Return Material Authorization number) AES Corporation, 285 Newbury Street, Peabody, MA 01960 USA

June 2007