At Exxact Corporation ("Exxact"), we stand behind the quality of our products and are dedicated to delivering exceptional service to our valued customers. We pride ourselves on crafting high-quality, built-to-order systems. Please note that our products are generally considered Non-Cancellable, Non-Returnable (NCNR), ensuring you receive a custom solution tailored to your needs.
1. Standard Warranty
The limited warranty period for your product is 3 years and begins on the product ship date.
What’s Covered:
This limited hardware warranty covers:
- Defects in material and workmanship in your Exxact-branded hardware products.
- Any labor or parts associated with repairing or replacing defective hardware components. If the original component is no longer available, Exxact reserves the right to replace it with a part that is new, refurbished, or functionally comparable to ensure compatibility and maintain system performance.
- One-way domestic ground shipping from Exxact to you. If your hardware is non-functioning within the first 30 days of receipt, we classify it as Dead on Arrival (DOA). We will cover all domestic ground shipping costs associated with your DOA issue to ensure a hassle-free experience for you. Exxact does not cover any expedited or international shipping costs. If the hardware is determined to be No Trouble Found (NTF), the customer is responsible for all shipping costs associated with the return.
What’s Not Covered:
This limited hardware warranty does not cover:
- Software, including without limitation, the operating system and software added to the Exxact-branded hardware products through our factory-integration system, third-party software or the reloading of software.
- Non Exxact-branded products and accessories.
- Problems that result, directly or indirectly, from:
- External causes such as accident, abuse, misuse or problems with electrical power.
- Servicing or modifications not authorized by Exxact.
- Usage that is not in accordance with product instructions.
- Failure to follow the product instructions or failure to perform preventive maintenance.
- Using accessories, parts, or components not supplied by Exxact.
- Damage during troubleshooting.
- Inoperability due to unauthorized software modifications, firmware changes, rooting, or installation of incompatible software.
- Products that use or have other 3rd party-products installed that have not been provided by Exxact.
- Products with missing or altered service tags or serial numbers.
- Products for which Exxact has not received payment.
- Normal wear and tear.
- Any loss, recovery, or transfer of data. Customers are responsible for regularly backing up all data, as Exxact is not liable for data loss resulting from hardware failure, repair processes, or software updates.
- Damage during shipment (except for the original shipment from Exxact to you). Customers are strongly recommended to properly package systems and ship via freight to reduce the probability of transportation-related damage. Exxact will properly note and document any inbound materials received to assist customers in making insurance claims if necessary. Customers are encouraged to keep all packaging materials for the safe transport of their product should an RMA be required.
- Missing accessories from your product return, including but not limited to cable accessories, software, etc.
Limitation of Liability:
Exxact is not liable for special, incidental, consequential, or other similar claims. This includes but is not limited to loss of profit, revenue, use of the hardware system or related equipment, downtime, purchaser's time, injury to property, and third-party claims.
Software Support and Responsibility:
Exxact typically ships systems with open-source operating systems (Linux, Unix-based) and applications. Please note the following:
- Operating System Administration: While our focus is on delivering top-notch hardware, we want you to have the best experience with your system. Please note that Exxact does not provide general operating system administration, configuration, maintenance, or backup services unless clearly outlined in your quotation.
- Software Updates: Exxact is not responsible for troubleshooting or resolving issues arising from software updates made to the system after it has shipped from Exxact. This includes operating system updates and application updates.
- Limited Software Assistance: Although software support is not included in the standard warranty, we may offer limited assistance for minor software-related questions or issues as a courtesy. Please note that this assistance is provided at our discretion and does not constitute a guarantee of support. Customers are encouraged to contact Exxact with their software-related inquiries, and we will determine how we can help based on the specific situation.
2. Premium Warranty
Premium Warranty is an optional upgrade that provides coverage beyond the standard warranty.
Extended Warranty:
- Extends coverage beyond the standard warranty period, available in 5-year terms.
Defective Media Retention (DMR) Warranty:
- Allows customers to retain defective drives while receiving replacements. No return of the defective item is required.
- All Return Merchandise Authorizations (RMAs) will be remotely diagnosed before shipping.
Advanced Parts Replacement Warranty:
- Provides a replacement part in advance to minimize downtime.
- All Return Merchandise Authorizations (RMAs) will be remotely diagnosed before shipping.
- The customer is responsible for installing the replacement part and must return the defective part to Exxact within 15 days.
- Some components are not eligible for advance replacement due to limited availability or complexity of installation.
Onsite Warranty:
- Offers onsite support and repairs at the customer’s location.
- Exxact, at its sole discretion, may determine if a defect in an Exxact product can be repaired remotely or by a service call at the location of the defective product.
- If Exxact ultimately determines that an onsite service call is required to repair a defect, the call will be scheduled during standard office hours which are typically 9:00am to 5:00pm. The response time may vary and additional charges may be incurred depending on travel constraints and distance from the nearest Exxact service location or Exxact authorized service provider.
- To receive onsite service, you must:
- Have an authorized representative present when Exxact provides warranty services at your site.
- Ensure access to standard site equipment, such as a dolly or server lift, if necessary and available. Exxact will inform you in advance if any specialized equipment is required for service.
- Notify Exxact if the Exxact hardware product is being used in an environment that poses a potential health or safety hazard to Exxact employees or subcontractors.
- Subject to Exxact’s reasonable security requirements, provide Exxact with sufficient, free, and safe access to and use of all facilities, information, and systems determined necessary by Exxact to provide timely support.
- Ensure that all manufacturers’ labels (such as serial numbers) are in place, accessible, and legible.
- Maintain an environment consistent with product specifications and supported configurations.
Important Notes:
- These warranties must be requested at the time of quoting and included in the purchased quote revision.
- Pricing for these warranties varies based on system configuration and term length.
- Coverage applies to parts only; in some cases, the system or components may still need to be shipped back to Exxact for further diagnosis or warranty service, at Exxact's sole discretion. Additional shipping charges may apply.
- The original warranty period of the system is not extended unless explicitly stated.
3. Upgrades and Additional Purchases
- We support your freedom to upgrade your system with Exxact-authorized upgrades.
- If you'd like Exxact to perform the upgrade, a small labor fee and shipping costs will apply.
- Additional purchases or upgrades typically do not extend the original warranty unless explicitly stated in the upgrade quotation.
4. How to Obtain Service
For the fastest service, we recommend visiting our Support Portal at www.exxactcorp.com/support. There, you can create an account and submit a ticket to start resolving your issue quickly.
- Please submit a ticket with:
- Detailed system description
- System serial number
- Steps to replicate the problem (if applicable)
- Any relevant logs or images
Alternatively, you can call technical support at 510-226-7366, Extension 3. Please note that a support ticket may still need to be created if the issue isn't resolved during the initial call.
5. Additional Resources and Support
For full terms and conditions, including details on advanced parts replacement and defective media retention warranties, please refer to your purchase agreement. For software or hardware-related inquiries, we encourage you to consult our comprehensive FAQ and Support Knowledge Base, which can be found at https://support.exxactcorp.com/hc/en-us.
These resources are regularly updated to address common questions and provide valuable troubleshooting information. If you cannot find the information you need in our online resources, we encourage you to reach out to our customer support team. We’re here to help and eager to assist you!
6. Our Commitment to You
At Exxact, we recognize that every situation is unique, and we are committed to ensuring your experience is positive. We truly value your satisfaction, so if you encounter any issues, please don’t hesitate to reach out to us. We’re dedicated to finding the best solution for you, even in situations that may fall outside standard warranty terms.
Comments
0 comments
Please sign in to leave a comment.