AltiGen Communications Service Plan and Warranty Provisions
Service Plans
AltiGen offers Service Plan coverage for Hardware and Software in 1-year and 3-year terms for all Release 5.1/5.2 and later systems. As a registered Software Assurance customer, you are entitled to receive all software patches, updates, and new releases for the applications they are licensed to use.
Three Service Plan options are available:
1. Premier Service Plan
•
Software
Assurance
•
Advanced
Replacement services for in-warranty boards and chassis hardware.
•
Technical
Support - 5:00am – 5:00pm PST Monday through Friday.
•
After
hours phone support for emergencies.
2. Standard Service Plan
•
Software
Assurance
•
Depot
Repair services for in-warranty boards and chassis hardware.
•
Technical
Support - 5:00am – 5:00pm PST Monday through Friday.
3. Software Assurance Service Plan
•
Software
Assurance only (mandatory for new systems).
•
Technical
Support - 5:00am – 5:00pm PST Monday through Friday.
Note: Service Plan coverage is not available for
5.0a and earlier versions.
Premier Service Plan is required for all
major accounts or if the system is registered after 3/31/08 and is equipped
with any of the following licenses:
•
SuperQ
License
•
AltiGateway
Expansion License
•
SDK
Client and/or APC License
•
HMCP
related licenses (6.0 Release)
Service Plans are purchased as part of
product registration in the dealer website.
Adding a Board to a System Covered by a Service Plan
If you add a board to a system that is
covered by a Service Plan you must perform online or offline product
registration. The process is the same as for purchasing a Service Plan for an
existing system. A fee for the new board will be assessed.
• If this new board has not been registered,
the current expiration date is the earlier of 14 months from the ship date or
one year from this registration date.
• The new hardware warranty expiration
date of this board after product registration is the later of the system key’s
Service Plan expiration date or the board’s current expiration date.
• If the Standard Service Plan is
purchased for this system, the price for this new board is pro-rated based on
this current expiration date and new expiration date.
• If the Premier Service Plan is purchased
for this system, the price for this new board is calculated as below:
a)
Premier
Service Plan fee pro-rated based on this registration date and new hardware
expiration date.
b)
The
paid Standard Service Plan fee pro-rated based on current expiration date and
new expiration date.
c)
The
price is the paid Standard Service Plan fee subtracted from the Premier Service
Plan fee.
• Product registration is performed after
Service Plan purchase, and the license activation file is sent to the
purchaser.
• This board will be included in the next
renewal.
Changing Service Plans
•
Systems
covered with the Software Assurance Service Plan can be upgraded to Standard or
Premier Service within one year from the system’s first registration date,
while the product(s) is still covered by the AltiGen
Factory warranty.
•
When
purchasing a service plan an application runs to determine if any boards are
out-of-warranty. While it is possible to have a mixture of in and
out-of-warranty boards installed in a system, out-of-warranty boards will not
be covered by service plans.
• When
upgrading, the upgrade price is pro-rated to the system’s first product
registration date. For example; if a system is registered on March 1st 2008 and an upgrade with a one year term is purchased on June 1st 2008 the plan will expire on June 1st 2009.
However,
the price will factor in the first product registration date. In this
example the price would reflect a term of 15 months.
•
Downgrading
from Premier to Standard Service or upgrading from Standard to Premier Service
can be done at renewal only.
•
Changes
to Service Plans or cancellation of auto-renewal require notifying AltiGen at least 30 days prior to the plan expiration date.
Hardware Warranty Provisions
What the Warranty Covers
AltiGen warrants its hardware products to be free from defects in material and workmanship during the warranty period. If a product proves to be defective in material or workmanship during the warranty period, AltiGen Communications will, at its sole option, repair, or replace the product with a like product(s).
How Long is the Warranty Effective
AltiGen products include a one year factory warranty which is effective as follows;
•
AltiGen boards and AltiGen chassis - One year (depot repair). Chassis
warranty is associated with the system key that is linked to the chassis in AltiGen’s shipment database. Do not move system keys
from one system to another as this will affect your warranty coverage. Advance
Replacement is available with an expedite fee if equipment is in-warranty.
•
AltiGen Telephones –
One year (depot repair only). Expiration date is set to 14 months from shipment
date from AltiGen. An extended warranty is available
for telephones. Login to the dealer website at https://partner.altigen.com and
select online store for eligibility and pricing details. Advance Replacement is
not available for telephones.
Optional Standard and Premier Hardware Warranty Service Plans
There are two optional hardware warranty
service plans available for AltiGen board and chassis
products.
1)
Standard
Service - Provides Depot
Repair RMA only.
2)
Premier
Service – Provides
Advanced Replacement (or depot repair) RMA services.
•
Both
are available in one or three year terms.
•
Both
can be purchased at initial installation or within one year from the system’s
first product registration date. See “Changing Service Plans” on page 1 for
more information.
• Both
are automatically renewed to prevent coverage from expiring.
•
Standard
and Premium Service Plans are purchased at the system level. This includes the
chassis and all in-warranty boards that are currently installed the system.
•
Service
plans do not cover out-of-warranty boards in the same system.
• Once purchased,
the warranty is associated with individual Serial Numbers.
•
AltiGen
Telephones are not covered under the Standard or Premier plans although
extended warranty is available for telephones. Login to the dealer website at https://partner.altigen.com
and select online store for eligibility and pricing details.
•
A
valid chassis S/N is required for hardware warranty purchase. Systems using
third party chassis are ineligible for the optional hardware warranty purchase.
Who the Warranty Protects
This warranty is valid only for the first End User purchaser. Product Warranty is not provided for AltiGen products that are obtained through inter/intra Dealer network sales and or non-standard sales transactions. Products registered with invalid End User information will not be covered by the AltiGen factory warranty or any Service Plan.
What the Warranty Does Not Cover
1. Any product, on which the serial number
has been defaced, modified or removed.
2. Damage, deterioration or malfunction resulting from:
•
Accident,
misuse, neglect, fire, water, lightning, or other acts of nature, unauthorized
product modification, or failure to follow instructions supplied with the
product.
•
Repair
or attempted repair by anyone not authorized by AltiGen
Communications.
•
Any
damage of the product due to shipment, handling and or installation methods.
•
Causes
external to the product, such as electric power fluctuations or failure.
•
Use
of supplies or parts not meeting AltiGen
Communications’ specifications.
•
Normal
wear and tear.
•
Any
other causes which do not relate to a product defect.
3. Shipping, installation, set-up and
removal service charges.
4. On-site assistance such as, but not
limited to; installation, repair(s), testing, routine maintenance.
Support Charges
If AltiGen Technical Support service is requested for hardware-related problems and the board/chassis/chassis component is not currently covered by a Standard Service Plan, Premier Service Plan, or hardware warranty, a per incident fee of $500 will apply.
Recommended Spares
In order to be able to respond to
emergency situations and eliminate unnecessary down-time AltiGen
recommends the following spares stocking. AltiGen
recommends that you rotate this inventory so that spares do not sit on the
shelf for extended periods of time.
•
One
of each type of AltiGen telephony boards within your
installed base.
•
One
SBC (which comes complete a CPU, Heat Sync, Fan and Memory), Backplane, Power
Supply/Fan Kit, Hard Drive, and RAID Controller for each type of chassis within
your installed base. Alternatively, you may stock one of each type of chassis
as a spare.
•
One
MAX-1000 chassis should be stocked as a spare.
How to Obtain Service
AltiGen provides warranty services through its
Authorized Distributor/Dealer services network.
End Users must contact their Authorized AltiGen Dealer for warranty service needs.
Effect of State Law
This warranty gives you specific legal rights, and you may also have other rights, which vary from state to state. Some states do not allow limitations on implied warranties and/or do not allow the exclusion of incidental or consequential damages, so the above limitations and exclusions may not apply to you.
DISCLAMER
EXCEPT AS EXPRESSLY PROVIDED IN THIS AGREEMENT OR REQUIRED BY APPLICABLE LAW, ALTIGEN DISCLAIMS ALL WARRANTIES, CONDITIONS, REPRESENTATIONS, INDEMNITIES AND GUARANTEES WITH RESPECT TO THE EQUIPMENT, OPERATING SOFTWARE, ALTIGEN SOFTWARE, THIRD PARTY SOFTWARE AND SUPPORT SERVICES, WHETHER EXPRESS OR IMPLIED, ARISING BY LAW, CUSTOM, PRIOR ORAL OR WRITTEN STATEMENTS BY ALTIGEN OR ITS LICENSORS, CONTRACTORS OR AGENTS, OR OTHERWISE (INCLUDING WITHOUT LIMITATION, ANY WARRANTY OF MERCHANTABILITY, SATISFACTORY QUALITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT). BY WAY OF EXAMPLE AND NOT IN LIMITATION, ALTIGEN DOES NOT WARRANT THAT: (i) USE OF THE ALTIGEN SOFTWARE OR ANY PART THEREOF WILL BE UNINTERRUPTED OR ERROR FREE; (ii) THAT ALL DEFECTS IN THE ALTIGEN SOFTWARE WILL BE CORRECTED; (iii) THAT NEW ALTIGEN SOFTWARE RELEASES WILL BE COMPATIBLE WITH CUSTOM MODIFICATIONS OF THE ALTIGEN SOFTWARE (EVEN IF PERFORMED BY ALTIGEN OR ITS CONTRACTORS OR AGENTS) OR WITH CUSTOMER’S HARDWARE OR THIRD PARTY SOFTWARE, OR (iv) THAT THE ALTIGEN SOFTWARE WILL OPERATE IN THE CONBINATIONS THAT MAY BE SELECTED BY CUSTOMER.
LIMITATION OF LIABILITY
ALTIGEN WILL NOT BE LIABLE TO CUSTOMER FOR ANY INCIDENTAL, SPECIAL, INDIRECT, CONSEQUENTIAL, OR PUNITIVE DAMAGES OF ANY CHARACTER, INCLUDING WITHOUT LIMITATION, DAMAGES FOR LOSS OF BUSINESS OR GOOD WILL, WORK STOPPAGE, LOSS OF INFORMATION OR DATA, LOSS OF REVENUE OR PROFIT, COMPUTER FAILURE, PHONE OR TELECOMMUNICATIONS CHARGES RESULTING FROM UNAUTHORIZED ACCESS TO CUSTOMER’S COMUTERS, TELEPHONE EQUIPMENT OR LINES, OR OTHER FINANCIAL LOSS ARISING OUT OF OR IN CONNECTION WITH THE EQUIPMENT, OPERATING SOFTWARE, ALTIGEN SOFTWARE, THIRD PARTY SOFTWARE OR SUPPORT SERVICES, REGARDLESS OF THE LEGAL THEORY ASSERTED, WHETHER BASED ON BREACH OF CONTRACT, BREACH OF WARRANTY, TORT (INCLUDING NEGLIGENCE), PRODUCT LIABILITY, OR OTHERWISE, EVEN IF ALTIGEN HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND EVEN IF A REMEDY SET FORTH HEREIN IS FOUND TO HAVE FAILED OF ITS ESSENTIAL PURPOSE. THE AGGREGATE AND TOTAL LIABILITY OF ALTIGEN AND ITS LICENSORS UNDER THIS AGREEMENT FOR ANY AND ALL CLAIMS ARISING OUT OF THIS AGREEMENT WILL BE LIMITED TO DIRECT DAMAGES AND WILL NOT EXCEED $500.00.
Sales, outside the
For AltiGen
Communications products sold outside of the
Note: This Warranty Provision statement does not replace or circumvent the individual Product Warranty provided with the product. Where as, if there is a conflict between the two documents, the individual Product Warranty shall prevail.
AltiGen Product Repair Services
AltiGen’s Repair Program provides registered
customers with replacement parts in a timely and professional manner. AltiGen’s Repair Program allows you to send defective AltiGen manufactured hardware products (in or
out-of-warranty) to our factory for prompt authorized repairs.
Products Returned before the Expiration of the Warranty Period
All repaired units remain under the warranty period of the
original product. Advance Replacement products are provided on an exchange
basis. The products sent to AltiGen become the
property of AltiGen and AltiGen
provides the sender with a new or repaired product that is functionally
equivalent to new.
For products found to be in a non-repairable condition, at AltiGen’s sole discretion, the sender will be notified for
further directions and disposition. If there is no response and or no
directions are provided to Altigen within 5 business days the credit card will
be charged 100% of the product(s) then current list price, if applicable.
For Depot Repairs the product(s) will be returned to the sender.
Products Returned after the Expiration
of the Warranty Period
Products returned after the warranty period will be repaired or
replaced at AltiGen’s discretion under the current
price schedule. Out-of-warranty repairs are warranted for 90 days from date of
return shipment to the customer. Products found to be in a non-repairable
condition will be returned to the sender. Advance Replacements are not allowed
for out-of-warranty products.
Troubleshooting
AltiGen dealers are responsible for
troubleshooting hardware related problems following AltiGen
guidelines and/or instructions from AltiGen
personnel. This includes; but is not limited to boards, phones, and chassis
troubleshooting (down to the major component level, i.e. Single Board Computers
(SBC), Backplanes, Power Supplies, etc.). End Users are not authorized to
perform troubleshooting of AltiGen products. Proper
troubleshooting and problem isolation must be performed prior to the
authorization of an RMA.
In the event that it is determined that appropriate
troubleshooting was not performed or it is determined that a chassis product
has been returned as an RMA without proper troubleshooting or problem isolation
having been performed, AltiGen at it’s sole
discretion may charge repair fees in accordance with the current repair pricing
to cover costs incurred.
Credit Card Authorization
A valid Company and/or personal Credit Card (Visa or MasterCard)
and charge authorization is required for each Advance Replacement and
out-of-warranty RMA submitted.
Repair Services and Timeframes
Standard
Service Plan, AltiGen Factory Warranty, and Out-of-warranty
Repair (Depot Repair)
Depot Repair is RMA service is available for products covered by the Standard Service Plan, the AltiGen Factory Warranty, and items that are out-of-warranty. Repair pricing for out-of-warranty products shall be in accordance with the current repair price and or schedule. There is no charge for covered warranty product repair services. AltiGen will use its best efforts to repair and return AltiGen manufactured products within thirty (30) working days of receipt.
Advance
Replacement expedite replacement services are available for in-warranty boards,
chassis, and chassis components. A $1000.00 expedite fee shall apply for this
service.
Valid serial numbers are required for all
RMA submissions. One RMA is required per serial number submitted.
AltiGen will apply a handling fee if the returned
product(s), after being tested by Manufacturing and Quality Assurance (QA)
evaluation are found trouble free; No Trouble Found (NTF).
A valid Company and/or personal Credit
Card (Visa, MasterCard) and charge authorization is required for each Advance Replacement
and out-of-warranty RMA submitted.
Premier Service Plan (Advance Replacement)
Advance Replacements are available for
in-warranty AltiGen boards and chassis products
covered by the Premier Service Plan except as listed in the Advance Replacement
limitations section. Upon receiving the Advance Replacement product the dealer
will return the defective product to AltiGen via the
RMA number provided for the return.
You are provided twenty one (21) days from
the AltiGen ship date to return the inoperable
product on an Advance Replacement RMA. If the product is not returned within
twenty one (21), days the credit card provided will be charged 100% of the
product(s) current list price.
Valid serial numbers are required for all
RMA submissions. One RMA is required per serial number submitted.
AltiGen will apply a handling fee if the returned
product(s), after being tested by Manufacturing and Quality Assurance (QA)
evaluation are found trouble free; No Trouble Found (NTF).
A valid Company and/or personal Credit
Card (Visa, MasterCard) and charge authorization is required for each Advance Replacement
and out-of-warranty RMA submitted.
Advance Replacement limitations
Advance Replacements are not available
for;
•
AltiGen
Telephone sets or components
•
Out-of-warranty
boards and chassis
DOA Provisions
AltiGen will, at its discretion, replace
in-warranty products and or component parts that fail during the initial power
up or within the first 24 hours of service (DOA) with a new product. AltiGen will apply a Handling Fee if the returned
product(s), after being tested by Manufacturing and Quality Assurance are found
trouble free; No Trouble Found (NTF).
Replacement Products
All products provided under Service Plans or the AltiGen Factory Warranty will be new or reconditioned to
adhere to the same, form, fit and function as the product being replaced.
Return of
the Original Product(s) on Advance Replacement RMA
If the product returned is different i.e. Product type, Serial Number, etc. than the one requested and shipped, AltiGen Communications, at its discretion, may elect to return the non-conforming product back to the sender and charge the sender, 100% of the then current list price. The appropriate invoice will be cancelled and or credited if the proper unit is returned within the twenty one (21) day period.
Out-of-warranty
Repair Pricing
Refer to the AltiGen Spares and Repair Services document for current repair pricing.
No Trouble Found (NTF)
The following handling charges are
applicable for situations where parts are returned to AltiGen
from Advance Replacement RMAs where there is no
trouble found upon AltiGen Manufacturing and Quality
Assurance (QA) testing.
NTF Handling Fee:
AltiGen Phones: $ 50.00 ea.
AltiGen boards and chassis components: $ 300.00
ea.
AltiGen Chassis: $ 500.00 ea.
Restocking
If AltiGen
receives the same product shipped as the Advance Replacement “Same Product as
Shipped” a 20% restocking fee shall apply at the then current price and or
schedule.
Proof of Purchase
Proof of Purchase shall be but not limited to, Partners invoice and or packing slip to the first End-User denoting the AltiGen product description(s), product(s) and Serial Number(s).
Repair
Procedures
Initiating Any Repair Level Service
RMAs for AltiGen
boards and telephones can be submitted on-line at the
Proof of purchase may be requested with
any RMA.
Credit Card Authorization
A valid Company and/or personal Credit Card (Visa or MasterCard)
and charge authorization is required for each Advance Replacement and
out-of-warranty RMA submitted.
Initiating a Depot Repair RMA
Repair RMAs for boards and telephones
can be submitted on-line at the
A complete problem description, including steps on reproducing the
problem is required for all RMAs submitted. One RMA
is required for each product being returned for repair services. Once an RMA is
reviewed and approved by an AltiGen Technical Support
representative you may return the product.
Repair pricing for Out-of-warranty products shall be in accordance
with the current repair price and or schedule. There is no charge for covered
In-Warranty product repair services.
Note: With the submission of any RMA, the Submitter and the noted
Credit Card holder acknowledge and agree to the provisions as noted in the AltiGen Communications Service Plan and Warranty Provisions
Program, dated March 1, 2008. All submitted RMAs are
subject to Handling Fee (NTF) and Re-Stocking charges.
Initiating an Advanced Replacement
RMA
Advance Replacement RMAs for boards can
be submitted on-line at the AltiGen dealer website at
(https://partner.altigen.com) or by contacting AltiGen
Technical Support at (408) 597-9000 between 8:00 AM and 5:00 PM (PT). If the
call arrives outside of normal working hours and a message is left, an AltiGen representative will return the call during the next
business day.
If the product is not covered under AltiGen’s
Premier Service Plan an expedite fee of $1000.00 will apply. Advance
Replacements are not allowed for out-of-warranty products.
A complete problem description, including steps on reproducing the
problem is required for all RMAs submitted. One RMA
is required for each product being returned for repair services. Once an RMA is
reviewed and approved by an AltiGen Technical Support
representative, you will receive the RMA number.
Note: With the submission of any RMA, the Submitter and the noted Credit Card holder acknowledge and agree to the provisions as noted in the AltiGen Communications Service Plan and Warranty Provisions Program, dated March 1, 2008. All RMAs are subject to Handling Fee (NTF) and Re-Stocking charges.
Once the
replacement unit is received, adequately pack the defective equipment in the
same packing materials and return it and ALL the component parts to AltiGen Communications, Inc. Parts missing from the Advance
Replacement return will be charged to the credit card provided.
You are provided twenty one (21) days form
Altigen ship date to return the inoperable unit. If not returned within twenty
one (21) days you will be charged 100% of the unit’s current list price. No
discounts will be applied.
Shipping Requirements, Methods, Payment,
and Options
AltiGen ships all equipment FOB (Freight on
Board)
Shipments are made during AltiGen
business hours only. Same day shipments must be received and approved by 3:00PM
PST. Requests later in the day will be shipped the next business day.
The sender is responsible for proper
packaging of all items shipped to AltiGen. You must
adequately pack the defective items and return it to AltiGen
Communications, Inc. AltiGen will not be liable for
items lost or damaged in shipment to AltiGen.
AltiGen pays outbound freight on all North
American repair service shipments. Advance Replacement shipping is 2nd day air to North American destinations. Depot Repair replacements
are shipped ground to North American destinations. All other destinations are
quoted. Next Day and Saturday shipping is available.
The additional cost is charged to the requester. Any additional shipping
charges will be applied to the Credit Card provided.
The dealer will be responsible for any
special handling and/or insurance requests beyond AltiGen’s
standard method of shipment.
All shipments to AltiGen must have the
freight charges prepaid by the sender. AltiGen does
not accept inbound shipments that are C.O.D., collect, or any shipment that does
not have an authorized RMA number clearly marked on the outside of the package.
All shipments to AltiGen must have the
freight charges prepaid by the sender. AltiGen does
not accept inbound shipments that are C.O.D. or collect.
Shipping cartons must be marked with the
RMA number on the outside of the packaging. Packages that are not clearly
marked with the return RMA number on the outside of the packaging will be
returned to the sender.
Where to ship products for Repair
AltiGen Communications, Inc.
ATTN: Repair Administration
RMA #
Terms and Conditions
1.
Exceptions and Notice of Non-Repairable Equipment
Equipment returned for repair (whether in or out-of-warranty),
which is found to be damaged, or at AltiGen’s sole
discretion is beyond economical repair will be returned to the sender. AltiGen will notify the sender. Test and freight charges
may apply. Any unit returned for repair without a valid AltiGen
serial number will be considered out-of-warranty. Repair Services do not cover
disks or software items.
2. Equipment Damaged During Shipment
PLEASE CHECK FOR SHIPPING DAMAGE WHEN YOUR
EQUIPMENT IS RECEIVED.
Inspect all cartons at the time of
delivery. Visible damage should be brought to the attention of the carrier at
once. In the event of concealed damage, keep the shipping container, packing
material and equipment intact. It is your responsibility to file any claims for
damage or loss with the carrier or your insurance carrier.
3. Accounts Not Current
Customers with accounts outstanding over
sixty (60) days will be refused Repair Services until their account is brought
current.
4. Repair and or Technical Support
Exclusions
Any equipment not manufactured by AltiGen Communications and or provided by AltiGen or software owned and or provided by a third-party,
which is integrated with AltiGen Communication’s
products/ system, in a package for an end-user, are excluded from AltiGen’s Support Services.
5. Hardware Limitations
Products, which are not manufactured by AltiGen, may not be returned to AltiGen, but must be returned directly to the original manufacturer for repair. AltiGen will not be responsible or guarantee the safe keeping of any third party equipment whether or not it is within AltiGen equipment returned as an RMA. AltiGen will not coordinate the repairs or the forwarding of any 3rd party equipment to other vendors.