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BRONZE WARRANTY
Equipment purchased from Texas Memory Systems, Inc. (TMS) is warranted
for 1 year from the date of shipment. The warranty includes return-to-factory
service for equipment that does not meet its published specification
during normal operation. Damage due to external causes including, but
not limited to abuse, misuse, electrical power problems or any usage
not in accordance with specifications and instructions automatically
voids the warranty. TMS ACCEPTS NO RESPONSIBILITY FOR ANY EXPENSES
OR DAMAGES INCLUDING LOST REVENUE INCURRED DIRECTLY OR INDIRECTLY AS
A RESULT OF DEFECTIVE TMS EQUIPMENT, OR FOR ANY EXPENSES INCURRED DIRECTLY
OR INDIRECTLY WHILE THE EQUIPMENT IS BEING REPAIRED AT THE TMS FACTORY.
Return to Factory
During the period that the equipment is covered by warranty, defective
equipment can be returned to the factory for repair or replacement.
The customer is responsible for shipping the equipment back to the
factory, together with a detailed description of the nature of the
problem and the tests used to determine the failure. TMS will take
all reasonable steps to repair or, at the discretion of TMS, replace
the faulty equipment within ten working days of receipt. The customer
is responsible for shipping the repaired or replaced equipment back.
In an emergency, special arrangements may be negotiated subject to
the availability of TMS resources and components.
Telephone and Software Support
Telephone support is available for a period of five years after purchase,
during normal TMS business hours. Firmware and software upgrades will
be available at no cost.
Field Service
Subject to availability, TMS field service personnel will perform
troubleshooting of equipment under warranty without charge for labor.
For customers outside the Houston, Texas area, normal travel expenses
for field service personnel will be charged, including air fares,
hotel accommodation, per-diem meal allowance and other out-of-pocket
expenses related to travel or attendance at the customer site.
Repairs/Returns
Prior to returning any product, TMS must first authorize and issue
a Return Material Authorization (RMA) number. Any item returned without
an RMA number is subject to refusal. Freight collect or COD returns
will be refused. To receive an RMA number, contact TMS. When contacting
TMS Customer Service please have the TMS part number, the serial number
and a detailed description of the problem. All returned goods must
be shipped freight prepaid in the original boxes and packing materials,
with the TMS RMA number prominently displayed on the outside of each
shipping container. Once the RMA has been issued, the items must be
returned to TMS within thirty (30) days, or else the RMA will be cancelled.
SILVER WARRANTY - Advanced Parts Replacement
Texas Memory Systems Silver Warranty may be purchased which provides
all of the features of the Bronze plan. In addition, for one to three
years (customer option), TMS will ship a new replacement part to the
install site for delivery the next business day if, in the judgment
of TMS, an issue as described by the customer is the result of a defective
part. TMS must be notified by 2:00 p.m. CST in order to guarantee next
day shipping. The customer is responsible for shipping the defective
part back to the factory no later than ten days after receipt of the
replacement hardware. If TMS has not received the defective hardware
after this time, the customer will be charged the full price of the
replacement hardware. The customer is responsible for shipping costs.
Silver warranty option must be purchased at time of equipment
purchase, and does not extend the basic warranty by default.
GOLD WARRANTY - On-site Repair - Business Hours
Texas Memory Systems Gold Warranty may be purchased which provides
all of the features of the Silver and Bronze plans. Additionally, in
the event of a hardware failure, customer should call a special 800
number for 24/7 technical support 365 days a year to receive technical
assistance from Texas Memory Systems technical support staff. Gold Warranty
also provides, when necessary, on-site service at the customer location
Monday through Friday between the customer location hours of 9:00 a.m.
and 5:00 p.m. On-site service is only applicable to non-user replaceable
components; on-site service does not cover software related issues.
Customer must purchase a spares kit for items that will be maintained
under the Gold Warranty.
PLATINUM WARRANTY - On-site Repair - 24/7
Texas Memory Systems Platinum Warranty may be purchased for the United
States and most Western European countries* which includes all of the
coverage in the Silver and Bronze plans plus the added protection of
on-site four (4) hour response, when necessary, at the customer location
seven (7) days a week. As with the Gold Warranty, customer is provided
a special 800 number for 24/7 technical support 365 days a year. In
the event of a failure, customer should call to receive immediate technical
assistance from Texas Memory Systems technical support line. On-site
service is only applicable to non-user replaceable components; on-site
service does not cover software related issues. Customer must purchase
a spares kit for items that will be maintained under the Platinum Warranty.
* Please contact TMS for details on coverage areas.
OUTSIDE OF WARRANTY
Faulty equipment may be returned to the factory for repair up to five
years after purchase with appropriate RMA. The customer is responsible
for shipping the equipment back to the factory, together with a detailed
description of the nature of the problem and the tests used to determine
the failure. TMS will take all reasonable steps to repair or, at the
discretion of TMS, replace the faulty equipment within thirty working
days of receipt. Customer will be charged current list prices for replacement
components. The customer is responsible for shipping the repaired or
replaced equipment back. In an emergency, special arrangements may be
negotiated subject to the availability of TMS resources and components.
Subject to availability, TMS field service personnel will perform troubleshooting
of equipment. For customers outside the Houston, Texas area, daily rates
and normal travel expenses for field service personnel will be charged,
including air fares, hotel accommodation, per-diem meal allowance and
other out-of-pocket expenses related to travel or attendance at the
customer site.
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