Exxact General Warranty and Labor Information

Document Scope

This document outlines some of the standard timelines in place for the Exxact System Support Warranty and our DoA policy.

General Warranty Details

Exxact Corporation (“Exxact”) warrants to the original purchaser that any part of the hardware system excluding software, documentation and similar items will be free of defects in workmanship for the period of your warranty (3 Years) from the date of delivery. During the warranty period, Exxact will repair or replace, at its sole discretion, the defective hardware component, free of charge for labor and parts.

• All systems come with a standard Three ( 3 ) year return to depot warranty.
• Three (3) Year and Five (5) Year Advanced Parts Replacement and Three (3) Year and (5) Five Year Media Retention Warranties are optional and must be requested at the time of quoting and must be on the quote revision purchased.
• If the system is defective within the first thirty (30) days, Exxact will cover the shipping costs to and from Exxact.
• If the system is beyond the thirty (30) day period from shipment, Exxact will not cover shipping for the cost of the defective component or system to Exxact, however Exxact will bear the cost of the return shipment to the customer.

Advanced Parts Replacement Warranties

Advanced Parts Replacement Warranties are optional and must be included on the quote revision purchased

• Advanced Parts Replacement is on parts only, in some cases the system or components must be shipped back to Exxact for further diagnostic or Warranty and is at the sole discretion of Exxact.
• RMA with a Three (3) or Five (5) year Advanced Parts Replacement Warranty or Media Retention Warranty will be remotely diagnosed before any replacement parts are shipped.

General Hardware Warranty Details

Any additional purchases or upgrades made to the system will not, unless expressly written into the upgrade quotation, extend the original warranty expiration date of the system.

Exxact Computer Systems are generally considered NCNR (Noncancellable, Nonreturnable) as they are typically built-to-order.

• Exxact shall, under no circumstances, be liable for any other damages, including but not limited to special, incidental, consequential and other similar claims whether based upon breach of contract, breath of warranty, negligence, absolute or strict liability, or any other similar theories.
• Damages excluded include but are not limited to: loss of profit, loss of revenue, loss of use of the hardware system, loss of use of related equipment, cost of substitute or replacement of equipment, "Down-Time", Purchaser's time, injury to property and all claims of third parties.

Excluded from this warranty is any of the following:

• Damage caused during shipment, except the original shipment from Exxact to the original Purchaser.
• Damage caused by: impacts, fluids, fire, flood, wind, earthquake, lightning or similar disaster
• Unauthorized modifications, attachments or peripherals
• Damage that may be caused by improper installation, maintenance, misuse or neglect, improper operating environment, repair or modification of the equipment.
• Damage which is resultant from the power subsystem of the system including electrical surges or other power irregularities which may be resultant of the environment the installation was installed in.

General SW Warranty/Support Details

Exxact typically ships systems with open source operating systems (Linux, Unix based), and applications, the following is excluded from the Exxact warranty for the following:

• Exxact is not responsible for general purpose operating system related administration, configuration tasks, maintenance, backup or support unless expressly stipulated in the Exxact quotation.
• Exxact is not responsible for troubleshooting, or resolving, issues arising from software updates made to the system after the system has shipped from Exxact. These include Operating System (OS) updates, application updates, or managing conflicts from packages..

PLEASE NOTE: Exxact MAY help with this on a best-effort basis at Exxact's discretion, however this would be on a case by case basis and Exxact is not responsible for any issues that may arise as a result.

Obtaining Service Under This Warranty

If you do not already have one, create an account in the Exxact Support Portal (accessible here) and then you use the "Submit a request" button to create a ticket with a description of the issue and any supporting documentation (logs, images, etc). We also need the system serial number and steps to replicate the problem if applicable.

You may call technical support at 510-226-7366, extension 3. Depending on the issue we may still need a ticket to be filed for proper issue tracking and visibility by the team at large.

Notes About Warranty Support

• Exxact will not be responsible for consequential damage to the boards or the system or any of its components caused by either internal or external equipmented, shorted connections or components not installed by or purchased from Exxact.
• Exxact is not responsible for shipping damage which is a result in the customer shipping the system to Exxact. Exxact recommends that the customer properly package and ship systems via freight to reduce the probability of transportation related damage.
• Exxact will properly note and document any inbound materials received so that the customer can properly make an insurance claim.
• Exxact will not be held responsible for any missing accessories, such as, but not limited to, cable accessories, software, etc

Upgrades

Exxact gives the customer the freedom to upgrade his or her computer system. If you would like Exxact to upgrade your system for you, you will be responsible for shipping costs back and forth and a small labor fee.