 unit within the agreed turn-around time. The vendor compiles a database of information, consisting of the serial numbers, Roll-Out Network Project Management service level and type of hardware units sold to the operator, in order to track the warranty status of all units shipped for repair or replacement. The vendor provides a repair report after a set amount of time, incorporating the type of faults found, level of service used, type and number of units found faulty for repair or replacement and a record of effective turn-around periods. The operator is responsible for arranging, at its own cost and risk, the shipment of the defective unit to the vendor's repair centre, whereas the vendor is responsible for arranging, at its own cost and risk, the return shipment of the repaired or replaced unit to the operator's warehouse. The sender has to use electrostatic conductive enclosures and properly pack the shipped unit in order to withstand the jolts and jerks of handling and shipment. Replacement Process An online electronic failure report mechanism or a traditional fax based system in involved in this process. The operator personnel will request a warranty service unit replacement by filling the failure form online or by sending a failure report of the defective unit by fax to the vendor's hardware repair centre. The operator is responsible for checking with the vendor whether the hardware service centre has received the fax or not, after the recipt of which, the hardware service centre will ship a replacement unit from their ready stock by the fastest courier service available to deliver the replacement unit within the next business day, if the request is received, for example, before 03:00 pm. For later time stamps the turn-around time carries over to the next day and the response time is then two business days. Service Level The reliability of the turn-around response time of the vendor determines the service level; e.g. a 95 % service level is expected in most of the cases, i.e. the hardware service centre is