ControlMacros book
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- Bu səhifədəki naviqasiya:
- TECHNICAL SUPPORT POLICY
- RETURN MATERIAL AUTHORIZATION POLICY
- REPAIR POLICY
- Clear-Com does not provide temporary replacement equipment ("loaner") during the period the product is at the factory for repair.
Clear-Com Technical Support & Repair Policy v TECHNICAL SUPPORT & REPAIR POLICY NOVEMBER 1, 2008 In order to ensure that your experience with Clear-Com and our World Class products is as beneficial, effective and efficient as possible, we would like to define the policies and share some "best practices" that can accelerate any problem solving processes which we may find necessary and to enhance your customer service experience. Our Technical Support, Return Material Authorization, and Repair Policies are set forth below. These Policies are subject to revision and constantly evolve in order to address our Customers' and the Market's needs. Accordingly these are provided by way of guidance and for information only and may be changed at anytime with or without Notice. TECHNICAL SUPPORT POLICY a) Telephone, online, and e-mail technical support will be provided by the Customer Service Center free of charge during the Warranty Period. b) Technical support will be provided free of charge for all software products under the following conditions: i) The application, operating, and embedded software is installed on a product covered by Clear-Com's Limited Warranty, and: (1) The software is at the current release level; or, (2) The software is one (1) version removed from current. ii) Older versions of software will receive "best-effort" support, but will not be updated to correct reported bugs or add requested functionality. c) For Technical Support: i) North and South America, (inc. Canada, Mexico, and the Caribbean) & US Military: Hours: 0800 - 1700 Pacific Time Days: Monday - Friday Tel: +1 510 337 6600 Email: CustomerServicesUS@clearcom.com ii) Europe, the Middle East and Africa: Hours: 0800 - 2000 Central European Time Clear-Com Technical Support & Repair Policy v i Days: Monday - Friday Tel: +49 40 853 999 700 Email: TechnicalSupportEMEA@clearcom.com iii) Asia-Pacific: Hours: 0800 - 1700 Pacific Time Days: Monday - Friday Tel: +1 510 337 6600 Email: CustomerServicesAPAC@clearcom.com d) Email Technical Support is available for all Clear-Com branded products free of charge for the life of the product, or two years after a product has been classified as obsolete, whichever comes first. e) Support for Distributor and Dealer Sales i) Distributors and Dealers may utilize the Customer Service Centers once a system has been installed and commissioned. Clear-Com Systems and Applications Engineers will provide support to the Distributor from the pre-sales stage through to satisfactory installation for new system purchases. Customers will be encouraged to contact their Dealer or Distributor with their installation and technical support enquires rather than using the Customer Service Centers directly. f) Support for Direct Sales i) Customers may utilize the Customer Service Centers once a system has been installed and commissioned by Clear-Com Systems and Applications Engineers, or in the case of project installations, once the Project Team has completed the hand-over to the Support Centers. RETURN MATERIAL AUTHORIZATION POLICY a) Authorizations: All products returned to Clear-Com or a Clear-Com Authorized Service Partner must be identified by a Return Material Authorization (RMA) number. b) The Customer will be provided with an RMA number upon contacting Clear-Com Sales Support as instructed below. c) The RMA number must be obtained from Clear-Com via phone or email prior to returning product to the Service Center. Product received by the Service Center without a proper RMA number is subject to return to the Customer at the Customer's expense. Clear-Com Technical Support & Repair Policy v i i d) Damaged equipment will be repaired at the Customer's expense. e) Returns are subject to a 15% restocking fee. f) Advance Warranty Replacements (AWRs); i) During the first 30 days of the Standard Warranty Period: Once the equipment fault has been verified by Clear-Com or its authorized representative, Clear-Com will ship a new replacement product. The Customer will be provided with an RMA number and be required to return the faulty equipment within 14 days of receipt of the replacement or will be invoiced for the list price of a new product. ii) During days 31-90 of the Standard Warranty Period: Once the equipment fault has been verified by Clear-Com or its authorized representative, Clear-Com will ship a like-new, fully refurbished replacement product. The Customer will be provided with an RMA number and be required to return the faulty equipment within 14 days of receipt of the replacement or will be invoiced for the list price of a new product. iii) To obtain an RMA number or request an AWR: (1) North and South America, Asia-Pacific, and US Military: Hours: 0800 - 1700 Pacific Time Days: Monday - Friday Tel: +1 510 337 6600 Email: SalesSupportUS@clearcom.com (2) Europe, the Middle East and Africa: Hours: 0800 - 1700 GMT + 1 Days: Monday - Friday Tel: + 44 1223 815000 Email: SalesSupportEMEA@clearcom.com iv) Note: AWRs are not available for UHF WBS Analog wireless intercom systems. UHF WBS Analog wireless intercom systems out-of-box failures must be returned to Alameda for repair. v) Note: Out-of-box failures returned after 90 days will be repaired and not replaced unless approved by Clear-Com Management. vi) Note: AWRs are not available after 90 days of receipt of product unless an AWR Warranty Extension is purchased at the time of product purchase. Clear-Com Technical Support & Repair Policy v i i i vii) Note: Shipping charges, including duties, taxes, and insurance (optional), to Clear-Com's factory is the responsibility of the Customer. Shipping AWRs from Clear-Com is at Clear-Com's expense (normal ground or international economy delivery). Requests for expedited shipping (E.g. "Next-Day Air") and insurance are the responsibility of the Customer. REPAIR POLICY a) Repair Authorizations: All products sent to Clear-Com or a Clear-Com Authorized Service Partner for repair must be identified by a Repair Authorization (RA) number (see above). b) The Customer will be provided with an RA number upon contacting Clear-Com Customer Services as instructed below. c) The RA number must be obtained from Clear-Com via phone or email prior to returning product to the Service Center. Product received by the Service Center without a proper RA number is subject to return to the Customer at the Customer's expense. d) Return for Repair i) Customers are required to ship equipment at their own cost (including transportation, packing, transit, insurance, taxes and duties) to Clear-Com's designated location for repair. (1) Clear-Com will pay for the equipment to be returned to the Customer when it is repaired under warranty. (2) Shipping from Clear-Com is normal ground delivery or international economy. Requests for expedited shipping (E.g. "Next-Day Air") and insurance are the responsibility of the Customer. ii) Clear-Com does not provide temporary replacement equipment ("loaner") during the period the product is at the factory for repair. Customers should consider a potential prolonged outage during the repair cycle, and if required for continuous operations purchase minimum spare equipment required or purchase an AWR Warranty Extension. iii) No individual parts or subassemblies will be provided under warranty, and warranty repairs will be completed only by Clear-Com or its Authorized Service Partners. iv) Customers requesting a non-warranty repair will be provided an estimate of the total repair cost prior to the return of the equipment. In the event that Clear-Com is unable to estimate Clear-Com Technical Support & Repair Policy i x the cost of repair, the Customer may elect to return the product to the factory for an estimate. The Customer is responsible for shipping costs both to and from the factory in the event they choose not to accept the estimate. v) The Customer must provide either a purchase order for the repair work, or will be required to make an advance payment (as a debit against the Dealer's line of credit, or credit card) prior to the repaired product being returned to the Customer. vi) For requesting a Repair Authorization number: (1) North and South America, Asia-Pacific, and US Military: Hours: 0800 - 1700 Pacific Time Days: Monday - Friday Tel: +1 510 337 6600 Email: CustomerServicesUS@clearcom.com (2) Europe, the Middle East and Africa: Hours: 0800 - 2000 Central European Time Days: Monday - Friday Tel: +49 40 853 999 700 Email: TechnicalSupportEMEA@clearcom.com vii) Note: Clear-Com's Limited Warranty does not cover normal wear and tear. The Customer will be charged the full cost of the repair if their equipment has been tampered with by non-approved personnel, or has been subject to damage through electrical failure, liquid damage or mishandling. The Customer Service Center will provide the Customer with a cost estimate for any such repairs prior to undertaking the work. Clear-Com Technical Support & Repair Policy x Document Outline
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