ACROMOVE INC. Limited Warranty
ACROMOVE INC. warrants its Primary Products (Serverpack 35 SP3, SP3A, and SP3B designations; ServerPack Edge SPE, SPEA, and SPEB designations) and essential parts against defects in materials and workmanship for one (1) year parts and labor from the original ship date. During this period, ACROMOVE INC. will repair or replace defective parts with new or reconditioned parts at ACROMOVE INC.’s option, without charge to you.
This warranty Does Not Cover any associated hardware including disk drives, motherboards, add-on cards, batteries, or Pelican exoskeleton which are covered under the manufacturer’s separate warranties.
Products and components provided by Acromove including SoftCase, RackDock, AcroWheels, lid organizers, cables/connectors, zippers, and foam elements, etc. carry a separate 90 Day Warranty covering defects in materials and workmanship only.
Shipping fees both to and from ACROMOVE INC incurred from returns for service under warranty in the first 30-days will be paid by ACROMOVE INC. All shipping fees following this 30-day period must be paid by the Customer. All returns, both during and following the 30-day period, must be according to the procedures for obtaining Warranty service described below.
All original parts (parts installed by ACROMOVE INC. at the original system build) replaced by ACROMOVE INC. or its authorized service center, become the property of ACROMOVE INC. Any after-market additions or modifications will not be warranted. The system owner is responsible for the payment, at current rates, for any service or repair outside the scope of this limited warranty.
ACROMOVE INC. makes no other warranty, either express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, or conformity to any representation or description, with respect to this Device other than as set forth below.
ACROMOVE INC. makes no warranty or representation, either express or implied, with respect to any other manufacturer’s product or documentation, its quality, performance, merchantability, fitness for a particular purpose, or conformity to any representation or description.
Except as provided below, ACROMOVE INC. is not liable for any loss, cost, expense, inconvenience or damage that may result from use or inability to use its DEVICES. Under no circumstances shall ACROMOVE INC. be liable for any loss, cost, expense, inconvenience or damage exceeding the purchase price of the DEVICE. USERS ARE ADVISED TO ALWAYS BACK UP DATA ON A REGULAR BASIS TO AVOID LOSS. ACROMOVE INC. WILL NOT BE LIABLE FOR ANY DAMAGES DUE TO LOSS OR CORRUPTION OF DATA ON ANY OF ITS DEVICES. WE ADVISE THAT USERS PROPERLY DISMOUNT ANY STORAGE DEVICE FROM THE OPERATING SYSTEM TO MINIMIZE THE POSSIBILITY OF DATA CORRUPTION. THE DEVICES ARE DESIGNED TO WITHSTAND ADVERSE ENVIRONMENTAL SITUATIONS AND HARD HANDLING. HOWEVER, THESE QUALITIES ARE NOT THE SUBJECT OF ANY WARRANTY OF GOOD OPERATION BY ACROMOVE INC. IT IS WISE NOT TO TEST THE DESIGN LIMITS OF THE SYSTEMS. HANDLE THE DEVICES AS YOU WOULD HANDLE A FRAGILE COMPUTER SYSTEM. ANY MISUSE IS NOT COVERED BY ANY WARRANTY.
The warranty and remedies set forth below are exclusive and in lieu of all others, oral or written, expressed or implied. No reseller, agent or employee is authorized to make any modification, extension or addition to this warranty.
ACROMOVE INC. Does Not Offer technical support for any software including installed OS or other programs unless specifically offered on the invoice at extra charge. Technical support should be pursued first through channels offered by the software’s individual tech support. ACROMOVE INC. accepts no liability for problems caused by after-market software or hardware modifications or additions made by the customer or third party. ACROMOVE INC. is not responsible for giving any technical support concerning the installation or integration of any software or component the customer did not pay ACROMOVE INC. to install.
ACROMOVE INC. is not responsible for loss of data or time, even with hardware failure. Customers are responsible for backing up any data for their own protection. ACROMOVE INC. is not responsible for any loss of work (“down time”) caused by a product requiring service.
This warranty is null and void if the defect or malfunction was due to damage resulting from operation not within manufacturer specifications. Customer should carefully read and understand all provided instructions and user manuals in electronic form sent by ACROMOVE INC. for said Device that also can be found under www.acromove.com/support/. It will also be null and void if there are indications of misuse and/or abuse by either Customer or third party. ACROMOVE INC. has the option of voiding the warranty if anyone other than an ACROMOVE INC. technician attempts to service the product.
ACROMOVE INC. will not warrant any problems arising from an act of God (lighting, flooding, tornado, etc.), electrical spikes or surges, or problems arising out of hardware, software, or additional products added to complement any system/component bought from ACROMOVE INC.
Under no circumstances will ACROMOVE INC. be responsible for any refund or remuneration exceeding the original purchase price of the Device less any shipping fees. ACROMOVE INC. will not be held responsible for typographical errors on sales receipts, repair tickets, or on our website. ACROMOVE INC. makes every effort to make sure all information on our website is correct.
ACROMOVE INC. reserves the right to change specs and documentation of the Devices without notice.
Warranty Conditions The above Limited Warranty is subject to the following conditions:
A non-defective Device may be returned to ACROMOVE INC. within Fourteen (14) days of the invoice date for a refund of the original purchase price with the following amendments/fees:
RMA (Returning Merchandise Authorization) Policy:
ACROMOVE INC. Devices may be returned for repairs or hardware updates, while under warranty and for previously paid upgrades/retrofitting. ACROMOVE INC. Devices may not be returned for repair or hardware update, without prior written approval from the Technical Service Department of ACROMOVE INC.
Returns must be done within 30 days from date of issue of the RMA confirmation to avoid automatic cancellation of the request. All RMA confirmations are issued within 24 hours. A return address will be provided on the RMA confirmation. The returnee will be responsible for contacting the assigned carrier to schedule a pick-up.
Devices, prior to being shipped to the Supplier for either repairs, returns or upgrades, as defined in their respective paragraphs/Exhibits, shall have all possible personal/corporate data, that are unrelated to the function of the devices, erased according to the Special Publication 800-88 Revision1,Guidelines for Media Sanitization, as defined by the National Institute for Standards and Technology (NIST). Adequate and successful erasing of all possible sensitive personal/corporate data is the client’s sole responsibility.
Acromove is not liable of any leaks of personal/corporate data that might happen due to client’s insufficient methods of data sanitization.
The RMA number must be clearly marked on all packages. Failure to clearly mark all packages with the RMA number may result in additional charges. It is solely the responsibility of the returnee to package all parts so that they are not lost or damaged during the return shipping.
The use of the provided packaging, SoftCase or carton box with cushion that your Device came with must be used any time your Device is transported. Ship the malfunctioning Device with your name, address, phone number, description of the problem(s), and the RMA number you have obtained to:
ACROMOVE INC. Service Center
RMA#____________
ADDRESS
Upon receiving the Device, ACROMOVE INC. will repair or replace your Device (at ACROMOVE INC.’s discretion) and will ship it back to you within a reasonable amount of time (dependent on parts availability).
Cross-exchange (Parts only)
You will need to provide a valid credit card number as a deposit guarantee when the RMA number is issued. Once approval has been obtained on your credit card, the part(s) will be shipped. You will need to ship defective part(s) back to ACROMOVE INC. within 15 days to avoid charges to your credit card. If such charges are incurred, the shipped part(s) will be billed at the then current price.
After One-Year Warranty – Out of Warranty Repair
For Out of Warranty repair or Not Covered from warranty repairs, the procedure is the same as outlined above for RMA and shipping. However, you are responsible for shipping charges both ways, current labor ($200 per hour if not under warranty), and the current price of part(s) used in repair.
If there is an Out of Warranty repair, ACROMOVE INC. will make an estimation of cost in a written quote. The quote should be accepted within 14 days, if it is accepted ACROMOVE INC. will proceed with the repair, if it is not accepted the Device will be either returned (if there is a carrier assigned from Customer) or notified and stored in our warehouse with a cost of 100$ per week as a penalty until the Customer assigns a carrier for return.
If the Device will be stored for more than 1 year and the Customer does not pay the penalty, the Device will be accounted abandoned by ACROMOVE INC. and it will be confiscated as a compensation for the amount owed by the Customer without any additional compensation whatsoever to the Customer, regardless of the original value of the Device paid by the Customer.
Technical Support:
ACROMOVE INC. provides warranty service at our Athens, Greece and San Fernando, CA, USA facilities. Telephone support is available from each facility Monday through Friday during normal business hours. We also provide online support for customers using special channels set up in Slack. More information is available at www.acromove.com/support/
ACROMOVE INC. Devices normally have an IPMI port that we may use to remotely access the machines where we can often identify and solve technical problems (client must approve firewall and/or VPN access) without physical presence of our tech personnel. Ask for remote support options to get a better and faster response time on your service requests.
Warranty Extensions:
The Standard Warranty for Serverpack 35 and ServerPack Edge products is one (1) year covering defects in components and workmanship as described above. Because our products are typically used in the field and subject to uncertain conditions and treatment, Acromove offers Support options (described below) that can be purchased for the first and additional years.
If no Support contract is in place for subsequent years, Acromove will only repair its products on a time/material basis as described above in Out of Warranty Repair. Components that carry separate and longer warranties (e.g. motherboard, network cards, disks) will be repaired by Acromove or replaced at its discretion through the term of the third party’s warranty.
Support Contracts:
Any support contract made between Acromove and the owner of its products assumes that the owner is utilizing “best practices” in their operation to ensure the products can perform up to their potential. The owner must be responsible for testing to assure the products will function as specified before the start of any project, and must assess the condition of the products on return from any project in order to determine when any problems occurred. We recommend using checklists that detail the tasks to be performed before a machine leaves and when it returns (Acromove may provide sample checklists on request). Use of special tamper evident and numbered stickers is a best practice that must be followed by owner. Acromove will provide sample stickers for initial operation of units.
Standard Support:
Standard Support is an add-on for regular purchases that do not include any additional Service Level Agreement. It includes parts and labor not covered by the Standard Warranty for “normal use” repairs (defined above) in our Service Centers for a period of one (1) years parts and labor. Damage covered by Standard Support includes such that can be termed misuse, abuse, neglect, bad transport handling, improper shipping or installation, and other damage caused by rough handling that require repair to continue using the product. The repairs shall not exceed 20% of the MSRP of the main product model. Costs beyond the limit shall be handled on a time and materials basis.
If any repair is required in excess of 20% of price of units due to catastrophic damage or failure caused by external factors where the Pelican case enclosing our chassis is crushed or breached to such a degree that the chassis is distorted thereby rendering the Products unusable, or if the chassis has been removed from the Pelican case and is damaged in such a manner, your only solution in cases such as this is liability coverage that may be carried by your company on assets, or you can pay the excess cost of such repairs.
Customer pays shipping to Acromove service centers, return shipping is paid by Acromove via ground services (customer may pay for faster return if necessary). All RMA shipments are done according to Acromove RMA process described above.
Standard Support is handled through our Service Centers and online through our web site and Slack support channels between 10:00 EET to 20:00 EET (Eastern European Time) Monday through Friday, and we may also have a call if needed.
Acromove makes every effort to stock the parts typically needed for repairs. Repairs will be completed within 5 working days if all parts are available. If we must wait for delivery from component manufacturers response time may vary and we will inform the owner of the expected completion date.
Standard Support contract cost is quoted separately. 10% per device, per year.
Extended Support – Service Level Agreement
Extended Support – Service Level Agreement is for clients who have entered into an agreement with Acromove where they purchase 10 or more units and Acromove provides one additional unit as a Hot Spare (one Hot Spare for every 10 purchased). Damage covered by Extended Support includes such that can be termed misuse, abuse, neglect, bad transport handling, improper shipping or installation, and other damage caused by rough handling that require repair to continue using the product. The repairs shall not exceed 20% of the MSRP of the main product model. Costs beyond the limit shall be handled on a time and materials basis.
If any repair is required in excess of 20% of price of units due to catastrophic damage or failure caused by external factors where the Pelican case enclosing our chassis is crushed or breached to such a degree that the chassis is distorted thereby rendering the Products unusable, or if the chassis has been removed from the Pelican case and is damaged in such a manner, your only solution in cases such as this is liability coverage that may be carried by your company on assets, or you can pay the excess cost of such repairs.
Acromove pays shipping to Acromove service centers and return shipping is paid by Acromove via ground services (customer may pay for faster return if necessary). All RMA shipments are done according to Acromove RMA process described above.
Extended Support is handled through our Service Centers and online through our web site and Slack support channels between 8:00 EET to 23:00 EET (Eastern European Time) Monday through Friday, and we may also have a call if needed.
Under the Extended Support contract, Acromove supplies a Hot Spare unit that can be swapped out immediately for any unit sent for repair so there is no interruption of use. For repairs, Acromove makes every effort to stock the parts typically needed for repairs. Repairs will be completed within 5 working days if all parts are available. If we must wait for delivery from component manufacturers response time may vary and we will inform the owner of the expected completion date. This policy also applies to the Hot Spare units provided by Acromove.
In addition, Extended Support includes a “Flyover Provision”. Flyover is applicable only when all other efforts of remote troubleshooting are tried first and failed and shipping of the device is not possible due to client’s limitations. When the “Flyover Provision” is invoked, Acromove will dispatch a technician to the location of the repair bringing sufficient spare parts and modules to complete the repair on site. The client will incur the charges for a) direct flights with minimum layover time when no other option is available, b) economy tickets for domestic flights, c) premium economy for long haul flights, d) accommodation to a hotel of at least a Review Score of 8 as in Booking.com with breakfast included, e) client should provide transport to and from the hotel to Acromove tech personnel and if this is not possible then Uber or Lyft charges will be accrued, f) per diem according to IRS rules (as per https://www.irs.gov/pub/irs-drop/n-20-71.pdf), h) all above costs are paid by Acromove and invoiced to client last week of the month accrued.
Logistic support is provided but it does not include the incurred costs for customs, taxes, handling, shipping etc. These are paid by Acromove and invoiced to client last week of every month.
Extended Support – Service Level Agreement contract cost is quoted separately. 15% per device, per year.
ACROMOVE INC. warrants its Primary Products (Serverpack 35 SP3, SP3A, and SP3B designations; ServerPack Edge SPE, SPEA, and SPEB designations) and essential parts against defects in materials and workmanship for one (1) year parts and labor from the original ship date. During this period, ACROMOVE INC. will repair or replace defective parts with new or reconditioned parts at ACROMOVE INC.’s option, without charge to you.
This warranty Does Not Cover any associated hardware including disk drives, motherboards, add-on cards, batteries, or Pelican exoskeleton which are covered under the manufacturer’s separate warranties.
Products and components provided by Acromove including SoftCase, RackDock, AcroWheels, lid organizers, cables/connectors, zippers, and foam elements, etc. carry a separate 90 Day Warranty covering defects in materials and workmanship only.
Shipping fees both to and from ACROMOVE INC incurred from returns for service under warranty in the first 30-days will be paid by ACROMOVE INC. All shipping fees following this 30-day period must be paid by the Customer. All returns, both during and following the 30-day period, must be according to the procedures for obtaining Warranty service described below.
All original parts (parts installed by ACROMOVE INC. at the original system build) replaced by ACROMOVE INC. or its authorized service center, become the property of ACROMOVE INC. Any after-market additions or modifications will not be warranted. The system owner is responsible for the payment, at current rates, for any service or repair outside the scope of this limited warranty.
ACROMOVE INC. makes no other warranty, either express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, or conformity to any representation or description, with respect to this Device other than as set forth below.
ACROMOVE INC. makes no warranty or representation, either express or implied, with respect to any other manufacturer’s product or documentation, its quality, performance, merchantability, fitness for a particular purpose, or conformity to any representation or description.
Except as provided below, ACROMOVE INC. is not liable for any loss, cost, expense, inconvenience or damage that may result from use or inability to use its DEVICES. Under no circumstances shall ACROMOVE INC. be liable for any loss, cost, expense, inconvenience or damage exceeding the purchase price of the DEVICE. USERS ARE ADVISED TO ALWAYS BACK UP DATA ON A REGULAR BASIS TO AVOID LOSS. ACROMOVE INC. WILL NOT BE LIABLE FOR ANY DAMAGES DUE TO LOSS OR CORRUPTION OF DATA ON ANY OF ITS DEVICES. WE ADVISE THAT USERS PROPERLY DISMOUNT ANY STORAGE DEVICE FROM THE OPERATING SYSTEM TO MINIMIZE THE POSSIBILITY OF DATA CORRUPTION. THE DEVICES ARE DESIGNED TO WITHSTAND ADVERSE ENVIRONMENTAL SITUATIONS AND HARD HANDLING. HOWEVER, THESE QUALITIES ARE NOT THE SUBJECT OF ANY WARRANTY OF GOOD OPERATION BY ACROMOVE INC. IT IS WISE NOT TO TEST THE DESIGN LIMITS OF THE SYSTEMS. HANDLE THE DEVICES AS YOU WOULD HANDLE A FRAGILE COMPUTER SYSTEM. ANY MISUSE IS NOT COVERED BY ANY WARRANTY.
The warranty and remedies set forth below are exclusive and in lieu of all others, oral or written, expressed or implied. No reseller, agent or employee is authorized to make any modification, extension or addition to this warranty.
ACROMOVE INC. Does Not Offer technical support for any software including installed OS or other programs unless specifically offered on the invoice at extra charge. Technical support should be pursued first through channels offered by the software’s individual tech support. ACROMOVE INC. accepts no liability for problems caused by after-market software or hardware modifications or additions made by the customer or third party. ACROMOVE INC. is not responsible for giving any technical support concerning the installation or integration of any software or component the customer did not pay ACROMOVE INC. to install.
ACROMOVE INC. is not responsible for loss of data or time, even with hardware failure. Customers are responsible for backing up any data for their own protection. ACROMOVE INC. is not responsible for any loss of work (“down time”) caused by a product requiring service.
This warranty is null and void if the defect or malfunction was due to damage resulting from operation not within manufacturer specifications. Customer should carefully read and understand all provided instructions and user manuals in electronic form sent by ACROMOVE INC. for said Device that also can be found under www.acromove.com/support/. It will also be null and void if there are indications of misuse and/or abuse by either Customer or third party. ACROMOVE INC. has the option of voiding the warranty if anyone other than an ACROMOVE INC. technician attempts to service the product.
ACROMOVE INC. will not warrant any problems arising from an act of God (lighting, flooding, tornado, etc.), electrical spikes or surges, or problems arising out of hardware, software, or additional products added to complement any system/component bought from ACROMOVE INC.
Under no circumstances will ACROMOVE INC. be responsible for any refund or remuneration exceeding the original purchase price of the Device less any shipping fees. ACROMOVE INC. will not be held responsible for typographical errors on sales receipts, repair tickets, or on our website. ACROMOVE INC. makes every effort to make sure all information on our website is correct.
ACROMOVE INC. reserves the right to change specs and documentation of the Devices without notice.
Warranty Conditions The above Limited Warranty is subject to the following conditions:
- This warranty extends only to Devices manufactured and/or sold by ACROMOVE INC.
- This warranty covers only normal use of the Devices. Unless a supplemental Support Agreement is used, ACROMOVE INC. shall not be liable under this warranty if any damage or defect results from (i) misuse, abuse, neglect, bad transport handling, improper shipping or installation; (ii) disasters such as fire, flood, lightning or improper electric current; or (iii) service or alteration by anyone other than an authorized ACROMOVE INC. representative; (iv) damages incurred through irresponsible use, including those resulting from viruses or spyware, overclocking, or other non-recommended practices.
- You must retain your bill of sale or other proof of purchase to receive warranty service.
- No warranty extension will be granted for any replacement part(s) furnished to the purchaser in fulfillment of this warranty.
- ACROMOVE INC. and its Authorized Service Centers accept no responsibility for any software programs, data or information stored on any media or any parts of any Devices returned for repair to ACROMOVE INC. BACK UP YOUR DATA REGULARLY TO AVOID LOSS.
- All pre-installed software programs are licensed to customers under non-ACROMOVE INC. software vendor’s term and conditions provided with the packages.
- This warranty does not cover any third-party software or virus-related problems.
- ACROMOVE INC. makes no warranty either expressed or implied regarding third-party (non-ACROMOVE INC.) software.
- Thirty-day Return Window does not include opened software, parts, special order merchandise and shipping and handling fees.
- The Customer will fully read and understand all Instructions, Warnings, Notices and Documentation provided for the Device in use, before operating the Device.
- Acromove makes every effort to maintain a parts inventory for repair. However, no guarantee is offered on turn-around times unless there is a Support Contract in place.
A non-defective Device may be returned to ACROMOVE INC. within Fourteen (14) days of the invoice date for a refund of the original purchase price with the following amendments/fees:
- ACROMOVE INC. will refund neither the original shipping cost nor the shipping and handling fees incurred from the Device return. If the original purchase was made under a “Free Shipping” promotion, then a standard $200 fee will be deducted from any return to compensate that offer.
- No refund will be granted for Devices which has been opened, used, or tampered with in any way which jeopardized ACROMOVE INC.’s ability to remarket or resell the product. ACROMOVE INC. maintains full discretion in decisions regarding a Device fitness for return.
- Any non-defective returns are subject to a 15% restocking fee, which percentage is taken from the final purchase price less any shipping or handling charges.
- Quantity purchases of two systems or more are not eligible for return.
RMA (Returning Merchandise Authorization) Policy:
ACROMOVE INC. Devices may be returned for repairs or hardware updates, while under warranty and for previously paid upgrades/retrofitting. ACROMOVE INC. Devices may not be returned for repair or hardware update, without prior written approval from the Technical Service Department of ACROMOVE INC.
Returns must be done within 30 days from date of issue of the RMA confirmation to avoid automatic cancellation of the request. All RMA confirmations are issued within 24 hours. A return address will be provided on the RMA confirmation. The returnee will be responsible for contacting the assigned carrier to schedule a pick-up.
Devices, prior to being shipped to the Supplier for either repairs, returns or upgrades, as defined in their respective paragraphs/Exhibits, shall have all possible personal/corporate data, that are unrelated to the function of the devices, erased according to the Special Publication 800-88 Revision1,Guidelines for Media Sanitization, as defined by the National Institute for Standards and Technology (NIST). Adequate and successful erasing of all possible sensitive personal/corporate data is the client’s sole responsibility.
Acromove is not liable of any leaks of personal/corporate data that might happen due to client’s insufficient methods of data sanitization.
The RMA number must be clearly marked on all packages. Failure to clearly mark all packages with the RMA number may result in additional charges. It is solely the responsibility of the returnee to package all parts so that they are not lost or damaged during the return shipping.
The use of the provided packaging, SoftCase or carton box with cushion that your Device came with must be used any time your Device is transported. Ship the malfunctioning Device with your name, address, phone number, description of the problem(s), and the RMA number you have obtained to:
ACROMOVE INC. Service Center
RMA#____________
ADDRESS
Upon receiving the Device, ACROMOVE INC. will repair or replace your Device (at ACROMOVE INC.’s discretion) and will ship it back to you within a reasonable amount of time (dependent on parts availability).
Cross-exchange (Parts only)
You will need to provide a valid credit card number as a deposit guarantee when the RMA number is issued. Once approval has been obtained on your credit card, the part(s) will be shipped. You will need to ship defective part(s) back to ACROMOVE INC. within 15 days to avoid charges to your credit card. If such charges are incurred, the shipped part(s) will be billed at the then current price.
After One-Year Warranty – Out of Warranty Repair
For Out of Warranty repair or Not Covered from warranty repairs, the procedure is the same as outlined above for RMA and shipping. However, you are responsible for shipping charges both ways, current labor ($200 per hour if not under warranty), and the current price of part(s) used in repair.
If there is an Out of Warranty repair, ACROMOVE INC. will make an estimation of cost in a written quote. The quote should be accepted within 14 days, if it is accepted ACROMOVE INC. will proceed with the repair, if it is not accepted the Device will be either returned (if there is a carrier assigned from Customer) or notified and stored in our warehouse with a cost of 100$ per week as a penalty until the Customer assigns a carrier for return.
If the Device will be stored for more than 1 year and the Customer does not pay the penalty, the Device will be accounted abandoned by ACROMOVE INC. and it will be confiscated as a compensation for the amount owed by the Customer without any additional compensation whatsoever to the Customer, regardless of the original value of the Device paid by the Customer.
Technical Support:
ACROMOVE INC. provides warranty service at our Athens, Greece and San Fernando, CA, USA facilities. Telephone support is available from each facility Monday through Friday during normal business hours. We also provide online support for customers using special channels set up in Slack. More information is available at www.acromove.com/support/
ACROMOVE INC. Devices normally have an IPMI port that we may use to remotely access the machines where we can often identify and solve technical problems (client must approve firewall and/or VPN access) without physical presence of our tech personnel. Ask for remote support options to get a better and faster response time on your service requests.
Warranty Extensions:
The Standard Warranty for Serverpack 35 and ServerPack Edge products is one (1) year covering defects in components and workmanship as described above. Because our products are typically used in the field and subject to uncertain conditions and treatment, Acromove offers Support options (described below) that can be purchased for the first and additional years.
If no Support contract is in place for subsequent years, Acromove will only repair its products on a time/material basis as described above in Out of Warranty Repair. Components that carry separate and longer warranties (e.g. motherboard, network cards, disks) will be repaired by Acromove or replaced at its discretion through the term of the third party’s warranty.
Support Contracts:
Any support contract made between Acromove and the owner of its products assumes that the owner is utilizing “best practices” in their operation to ensure the products can perform up to their potential. The owner must be responsible for testing to assure the products will function as specified before the start of any project, and must assess the condition of the products on return from any project in order to determine when any problems occurred. We recommend using checklists that detail the tasks to be performed before a machine leaves and when it returns (Acromove may provide sample checklists on request). Use of special tamper evident and numbered stickers is a best practice that must be followed by owner. Acromove will provide sample stickers for initial operation of units.
Standard Support:
Standard Support is an add-on for regular purchases that do not include any additional Service Level Agreement. It includes parts and labor not covered by the Standard Warranty for “normal use” repairs (defined above) in our Service Centers for a period of one (1) years parts and labor. Damage covered by Standard Support includes such that can be termed misuse, abuse, neglect, bad transport handling, improper shipping or installation, and other damage caused by rough handling that require repair to continue using the product. The repairs shall not exceed 20% of the MSRP of the main product model. Costs beyond the limit shall be handled on a time and materials basis.
If any repair is required in excess of 20% of price of units due to catastrophic damage or failure caused by external factors where the Pelican case enclosing our chassis is crushed or breached to such a degree that the chassis is distorted thereby rendering the Products unusable, or if the chassis has been removed from the Pelican case and is damaged in such a manner, your only solution in cases such as this is liability coverage that may be carried by your company on assets, or you can pay the excess cost of such repairs.
Customer pays shipping to Acromove service centers, return shipping is paid by Acromove via ground services (customer may pay for faster return if necessary). All RMA shipments are done according to Acromove RMA process described above.
Standard Support is handled through our Service Centers and online through our web site and Slack support channels between 10:00 EET to 20:00 EET (Eastern European Time) Monday through Friday, and we may also have a call if needed.
Acromove makes every effort to stock the parts typically needed for repairs. Repairs will be completed within 5 working days if all parts are available. If we must wait for delivery from component manufacturers response time may vary and we will inform the owner of the expected completion date.
Standard Support contract cost is quoted separately. 10% per device, per year.
Extended Support – Service Level Agreement
Extended Support – Service Level Agreement is for clients who have entered into an agreement with Acromove where they purchase 10 or more units and Acromove provides one additional unit as a Hot Spare (one Hot Spare for every 10 purchased). Damage covered by Extended Support includes such that can be termed misuse, abuse, neglect, bad transport handling, improper shipping or installation, and other damage caused by rough handling that require repair to continue using the product. The repairs shall not exceed 20% of the MSRP of the main product model. Costs beyond the limit shall be handled on a time and materials basis.
If any repair is required in excess of 20% of price of units due to catastrophic damage or failure caused by external factors where the Pelican case enclosing our chassis is crushed or breached to such a degree that the chassis is distorted thereby rendering the Products unusable, or if the chassis has been removed from the Pelican case and is damaged in such a manner, your only solution in cases such as this is liability coverage that may be carried by your company on assets, or you can pay the excess cost of such repairs.
Acromove pays shipping to Acromove service centers and return shipping is paid by Acromove via ground services (customer may pay for faster return if necessary). All RMA shipments are done according to Acromove RMA process described above.
Extended Support is handled through our Service Centers and online through our web site and Slack support channels between 8:00 EET to 23:00 EET (Eastern European Time) Monday through Friday, and we may also have a call if needed.
Under the Extended Support contract, Acromove supplies a Hot Spare unit that can be swapped out immediately for any unit sent for repair so there is no interruption of use. For repairs, Acromove makes every effort to stock the parts typically needed for repairs. Repairs will be completed within 5 working days if all parts are available. If we must wait for delivery from component manufacturers response time may vary and we will inform the owner of the expected completion date. This policy also applies to the Hot Spare units provided by Acromove.
In addition, Extended Support includes a “Flyover Provision”. Flyover is applicable only when all other efforts of remote troubleshooting are tried first and failed and shipping of the device is not possible due to client’s limitations. When the “Flyover Provision” is invoked, Acromove will dispatch a technician to the location of the repair bringing sufficient spare parts and modules to complete the repair on site. The client will incur the charges for a) direct flights with minimum layover time when no other option is available, b) economy tickets for domestic flights, c) premium economy for long haul flights, d) accommodation to a hotel of at least a Review Score of 8 as in Booking.com with breakfast included, e) client should provide transport to and from the hotel to Acromove tech personnel and if this is not possible then Uber or Lyft charges will be accrued, f) per diem according to IRS rules (as per https://www.irs.gov/pub/irs-drop/n-20-71.pdf), h) all above costs are paid by Acromove and invoiced to client last week of the month accrued.
Logistic support is provided but it does not include the incurred costs for customs, taxes, handling, shipping etc. These are paid by Acromove and invoiced to client last week of every month.
Extended Support – Service Level Agreement contract cost is quoted separately. 15% per device, per year.