SUPPORT OVERVIEW

PERFORMANCE ANALYSIS

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WARRANTY

INFRASTRUCTURE FORM

 

Warranty, Maintenance, and Repair Policy

  Warranty Coverage Period Support
Hours
Features Onsite Response Time Replacement
Parts
Firmware and Software Updates
  Return to Factory Warranty 1 year 9-5 CST Monday - Friday (excluding U.S. holidays)
» 8x5 technical support by phone and email.
» Return to factory parts replacement.
Not available Returned to factory for repair Free software and firmware updates for five years
  Essential Warranty 1 year 9-5 CST Monday - Friday (excluding U.S. holidays)
» 8x5 technical support by phone and email.
» Advanced parts replacement.
» 8x5 next business day onsite support.
Next business day when considered necessary by TMS Parts shipped overnight Free software and firmware updates for five years
  Critical Warranty 1 year 24x7x365
» 24x7 technical support by phone and email.
» Advanced parts replacement.
» 4 hour response onsite support.
4 hour response when considered necessary by TMS Required spares kit onsite and additional parts shipped overnight Free software and firmware updates for five years


Return to Factory Warranty
Texas Memory Systems, Inc. (TMS) equipment includes a one-year warranty from the date of shipment. This 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 warranty coverage period, the customer may return defective equipment to the factory for repair or replacement. The customer is responsible for shipping the equipment back to the factory 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.

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 customer service. When contacting TMS, 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 TMS has issued the RMA, the items must be returned to TMS within thirty days, or else the RMA will be cancelled.

Telephone and Software Support
Telephone support is available for a period of five years after purchase during normal TMS business hours. Firmware and software updates will be available at no cost.

Advanced Parts Replacement Program
TMS will ship a replacement part to the install site for delivery the next business day (TMS is not responsible for delays caused by international shipping or customs) if, in the judgment of TMS, an issue as described by the customer is the result of a defective part. The customer must notify TMS 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.

ESSENTIAL WARRANTY - 8x5xNBD Onsite Repair
Texas Memory Systems Essential Warranty may be purchased which provides all of the features of the Return to Factory Warranty plan. In addition, the Essential Warranty includes advanced parts replacement and next business day on-site support.

Additionally, in the event of a hardware failure, customers should call for technical support to receive assistance from Texas Memory Systems during standard business hours (9am-5pm CST). When necessary, the Essential Warranty also provides next business day, onsite service at the customer location Monday through Friday between the customer location hours of 9:00 a.m. and 5:00 p.m. Onsite service is only applicable to non-user replaceable components; onsite service does not cover software related issues. This plan does not include 24x7-telephone support; however, it can be purchased separately. Customers are not required to purchase a spares kit for this plan.; however, it can be purchased separately.

CRITICAL WARRANTY - 24x7x4 Onsite Repair
The Texas Memory Systems Critical Warranty may be purchased which provides all of the features of the Return to Factory Warranty plan. In addition, the Critical Warranty includes advanced parts replacement and 24x7 4-hour response onsite support.

Under the advanced parts replacement program, TMS will ship a replacement part to the install site for delivery the next business day (TMS is not responsible for delays caused by international shipping or customs) if, in the judgment of TMS, an issue as described by the customer is the result of a defective part. Customers must notify TMS 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.

Texas Memory Systems Critical Warranty adds the protection of onsite four-hour response, when necessary, at the customer location seven days a week. TMS provides Critical Warranty customers with a dedicated 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 the TMS technical support line. Onsite service is only applicable to non-user replaceable components; onsite service does not cover software related issues. Customers must purchase a spares kit for items that will be maintained under the Critical Warranty. The spares kit does not contain all possible replacement parts for the unit. Parts that are not in the spares kit are sent under the terms of the advanced parts replacement program. The Critical Warranty may be purchased for the United States and most Western European countries*

* 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. Customers will be charged current list prices for replacement components plus an $800 repair fee. 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, TMS will charge normal travel expenses for field service personnel, including airfares, hotel accommodation, per-diem meal allowance, and other out-of-pocket expenses related to travel or attendance at the customer site.