1 DEFINITIONS AND INTERPRETATION

1.1 1.1 In this Agreement, in addition to those terms defined in the General Conditions, the Mobile Terms and the Mobile Equipment Terms, the following terms and expressions apply:

1.2    The headings in this Agreement are for ease of reference only and shall not affect its construction.

2 ZERO-TOUCH SERVICE

2.1 The Zero-Touch Service by O2 facilitates device enrolment within the Zero-Touch Program to compatible Android OS Devices, by O2 as the Zero-Touch Reseller

2.2 The Zero-Touch Service assists the Customer in bulk deploying and automating enrolment of compatible EMM/MDM solutions on compatible Android OS Devices.

2.3 O2 reserves the right to set and restrict the availability of the Zero-Touch Service to specific O2 Business Sales channels, Customer groups or Customer profiles.

2.4 The Zero-Touch Service is not available across any O2 Consumer or Retail Sales channels or for any O2 Consumer purchased devices.

2.5 The Customer acknowledges and agrees that Google and/or O2, may change, modify or discontinue the Zero-Touch Service or any part thereof at any time, without notice.

2.6 2.6 The Customer authorises O2 to share the following information with Google for the purpose of providing the Zero-Touch Service:

• Customer Name, Order Number, Order date, Order type,
• Zero-Touch Customer ID,
• International Mobile Equipment Identity (IMEI), serial number, and other such device information as may be required by Google to allow O2 to facilitate the Zero-Touch Service.

3 PRODUCT AND SUPPORT

3.1 O2 shall enrol eligible Android OS Devices via the Zero-Touch Service, however, O2 does not have access to and cannot manage or support the Customer’s Zero-Touch Portal, or any associated device MDM/EMM assignments or additional device management settings. These are the sole responsibility of the Customer.

3.2 For queries relating to the successful application of the Zero-Touch Service, customer support will be provided by O2 within the business hours of 9am to 6pm, Monday to Friday.

3.3 Any queries relating to availability or operational issues with the Zero-Touch Portal will be dealt with between the Customer and Google. The Customer agrees that O2 shall not be liable in respect of any matters arising out of or in respect of the service provided by Google in relation to Zero-Touch.

3.4 Additional queries or faults relating to device EMM/MDM assignment or management will be dealt with directly between the third party supplier (EMM/MDM supplier) and the Customer. The Customer hereby agrees that O2 shall not be liable in respect of any matters arising out of or in respect of the service provided by the EMM/MDM supplier in relation to Zero-Touch.

4 DEVICE ELIGIBILITY

4.1 Only compatible Android OS Devices, as determined solely by Google from time to time, purchased directly from O2 (subject to clause 2.4) are eligible for the Zero-Touch Service.

4.2 Devices that are not eligible for the Zero-Touch Service are, but are not limited to:

a) Samsung Devices

b) devices not running on the Android operating system

c) Android Devices not running Android OS version 8.0 or above;

d) Pixel Devices not running Android OS version 7.0 or above;

e) Suspended/blocked devices;

f) devices not purchased directly from an O2 business sales channel; and

g) in-life existing devices, where (i) devices are not owned by the requesting Customer (business entity) at the point of the Zero-Touch Service request; and (ii) devices are not ‘controlled’ by the requesting Customer (business entity) – i.e. devices must be within physical possession and management of the Customer at the point of the Zero-Touch Service request.

5 CUSTOMER OBLIGATIONS

5.1 The Customer acknowledges that O2 cannot provide the Zero-Touch Service to any of Customer’s new or existing Android OS Devices prior to the Customer completing the O2 Zero-Touch On-boarding Process and does not hold O2 responsible for any delay that this may incur.

5.2 Prior to following the O2 Zero-Touch On-Boarding Process for the Zero-Touch Service from O2 the Customer shall ensure that, through O2 or an alternative reseller, they have registered and activated a Zero-Touch Portal and are in receipt of a Zero-Touch Customer ID’.

5.3 The Customer shall, if not already registered for the Zero-Touch Program:

a) register for the Zero-Touch Program via the O2 Zero-Touch Registration Process

b) and as part of the registration agree to the Google Zero-Touch Customer Agreement

5.4 Following registration for the Zero-Touch Program the Customer via the O2 Zero-Touch On-Boarding Process shall:

a) add O2 UK - Telefónica UK Limited as an approved Zero-Touch Reseller to their business, via the Zero-Touch Portal.

b) provide an associated screenshot (as proof of registration) of the Customer Zero-Touch ID, and the addition of O2 UK - Telefónica UK Limited as an approved Zero-Touch Reseller. The Customer shall provide this through the O2 Zero-Touch On-boarding Process. By providing the requested Zero-Touch Portal screenshot, the Customer authorises O2 to store and use the Customer’s Zero-Touch Customer ID, in addition to sharing with Google, for the purpose of providing the Zero-Touch Service; and

c) place a first Zero-Touch Device(s) order with O2, in conjunction with the O2 Zero-Touch On-boarding Process.

5.5 Unless the Customer complies with the obligations stated in clause 5, the Customer is not eligible for the Zero-Touch Service and O2 shall not be obliged to provide the Zero-Touch Service.

5.6 The Customer shall notify O2 if the Customer requires its Android OS Devices to be enrolled on the Zero-Touch Service, for each individual order. If the Customer does not notify O2, the Zero-Touch Service will not be provided. An individual Android OS Devices order can only contain all devices being ordered with, or without, the Zero-Touch Service.

5.7 Devices ordered with the Zero-Touch Service should not be turned on until the devices are visible for management within their Zero-Touch Portal and the Customer has assigned the devices with a MDM/EMM server/profile within their portal. Where the above is not followed, O2 shall not be liable for the failure of the Zero-Touch Service.

5.8 If the device has been turned on prior to completion of these steps, then following completion, the Customer shall complete a manual factory data reset on such device in order to finalise the enrolment of the Zero-Touch Service onto the device and to assign the MDM/EMM – this option deletes all user data on the device.

5.9 The Customer is solely responsible for any device content backups and content restorations through the device reset process, as required to apply the Zero-Touch Service.

6 DEVICE RETURNS/REPAIRS

6.1 The Customer shall disable the Factory Reset Protection (FRP) on any Zero-Touch Device returned to O2 for whatever reason, in order for O2 to accept the returned Zero-Touch Device.

6.2 The Customer shall deregister the device from the Zero-Touch Service within their Zero-Touch Portal prior to it being sent to O2 for return, repair or any other reason. This deregister action should also be carried out if a Zero-Touch Device is being sold or passed on outside of the Customer’s business– i.e. the device is no longer within the Customer’s physical possession or management.

7 CHARGE

7.1 The Zero-Touch Service is provided free of charge to the Customer, whether requested in conjunction with new compatible Android OS device purchases or requested against previously purchased ‘in-life’ compatible Android OS Devices (only purchased directly from O2).

8 ZERO-TOUCH SERVICE AND TIMINGS

8.1 New Android OS Device purchases are usually enrolled onto the Zero-Touch Service within 24 hours from the time the device is dispatched to the Customer. However, O2 relies on Google’s own processing timescales and therefore the Customer acknowledges and agrees that O2 does not guarantee, represent and/or warrant any timescales for enrolment and/or resolution of any Zero-Touch Service issues.

8.2 O2 does not enable or assign any MDM/EMM profiles or servers to any Zero-Touch Device. It is the Customer’s responsibility to enable and/or assign MDM/MM profiles and this can be completed in the Customer’s Zero-Touch Portal, to which O2 will have no access.

8.3 Where the Customer’s Android OS Devices fail to be enrolled and error codes are reported, these will be investigated and resolved through to completion of the Zero-Touch Service, where possible.

9 REPLACEMENTS

9.1 Where a Zero-Touch Device is faulty, O2 can provide a replacement Android OS Device with the Zero-Touch Service providing the existing Zero-Touch Device is i) replaced during the manufacturer’s warranty period, and ii) is under an O2 approved warranty replacement.

9.2 In order for O2 to be able to accept the return of a Zero-Touch Device for replacement, the Customer must provide a detailed and accurate description of the fault, damage and reason for which the replacement is required. O2 will only issue the replacement Android OS Device with the Zero-Touch Service when a Customer specifically requests this through their device replacement request.

9.3 If the Customer does not meet its obligations set out in paragraphs 5.3 and 5.4 of this Service Schedule, O2 will have no responsibility for providing the Zero-Touch Service to the replacement device.

9.4 The Customer shall use O2 standard business customer service & support routes to return a Zero-Touch Device and no other means (including O2 Retail) should be used.

10 LOST OR STOLEN DEVICE

10.1 The Customer acknowledges and agrees that if a Zero-Touch Device is reported as lost or stolen, O2 shall bar the Zero-Touch Device from the O2 network.

10.2 In the event that a Zero-Touch Device is lost or stolen, it is the Customer's responsibility to deregister the device from the Zero-Touch Service within their Zero-Touch Portal, the Customer shall not hold O2 liable for any failure to do so.

11 ZERO-TOUCH SERVICE REQUESTS (EXISTING IN-LIFE DEVICES)

11.1 Customers who have completed the O2 Zero-Touch On-boarding Process may request the Zero-Touch Service against their existing in-life, eligible and compatible, previously O2 purchased Android OS Devices.

11.2 The Zero-Touch Service for existing in-life devices can only be requested for devices that are both;

• owned by the requesting Customer (business entity) at the point of the Zero-Touch Service request, and are; and
• ‘controlled’ by the requesting Customer (business entity) – i.e. devices must be within physical possession and management of the Customer at the point of the Zero-Touch Service request.

11.3 Customer Obligations (Existing IN-LIFE-DEVICES)

a) The customer shall complete a Zero-Touch - "Existing Devices Enrolment Request" - template, this will include populating the template with all the relevant device details to allow O2 to process the enrolment transaction – this will include, as a minimum for each device:

• IMEI [for cellular devices]
• Serial number [for non-cellular devices]
• Google, Zero-Touch ‘Manufacturer Value’, which, for clarity, means the manufacturer of the device [for all devices]
• Google, Zero-Touch ‘Model Value’ which, for clarity, means the model name of the device [for all non-cellular devices]

In addition, the Customer shall provide a Zero-Touch Portal screenshot (as proof of registration) showing the Customer Zero-Touch ID and O2 Zero-Touch Reseller ID. By providing the requested Zero-Touch Portal screenshot, the Customer authorises O2 to store and use the Customer's Zero-Touch Customer ID, in addition to sharing with Google, for the purpose of providing the Zero-Touch Service.

b) ensure that all device eligibility criteria in clause 4 are met; and

c) submit the "Existing Devices Enrolment Request" only via the process and route specified within the template.

11.4 It can take up to 5 working days from receipt of the Customer completed template for the Zero-Touch Service to be applied to compatible Android OS Devices. An email notification will be sent from O2 to the Customer confirming completion. However, O2 relies on Google’s own processing timescales and therefore the Customer acknowledges and agrees that O2 does not guarantee, represent and/or warrant any timescales for enrolment and/or resolution of any Zero-Touch Service issues.

11.5 When the Zero-Touch Service is applied to existing in-life devices they will not be operational via the Zero-Touch Service until the devices are visible for management within their Zero-Touch Portal and the Customer has assigned the devices with a MDM/EMM server/profile within their Zero-Touch Portal. The Customer must also complete a manual factory data reset on such Device in order to finalise the enrolment of the Zero- Touch Service onto the Device and to assign the MDM/EMM – this option deletes all user data on the device.

11.6 Where the above is not followed O2 shall not be liable for the failure of the Zero-Touch Service.

11.7 The Customer is solely responsible for any device content backups and content restorations through the device reset process, as required to apply the Zero-Touch Service against their existing in-life Android OS Devices.

11.8 Where the Customer’s Android OS Devices fail to be enrolled and error codes are reported, these will be investigated and resolved through to completion of the Zero-Touch Service, where possible.

11.9 The Customer must additionally meet its obligations set out in paragraphs 6, 9 and 10 in respect of existing in-life Android OS Devices once provided with the Zero-Touch Service.