Support

Maintenance

  • Support

Tech Source offers a standard one year warranty on all hardware and software. Additional years of service and a rapid turnaround time are two reasons to enter into a maintenance contract for your Tech Source purchase.

Key Benefits Extended Warranty Repair

  • Rapid Turnaround reduces sparing requirements

OEM Maintenance

There are three levels of maintenance for our OEM customers. These contracts require a signed OEM Agreement between the customer and Tech Source to be valid.

Gold Maintenance Plan (13% of the total list price)

This maintenance agreement may be purchased at any time, but discounts apply when purchased at time of order (see 4 below), and applies to hardware, software and documentation. This plan provides for:

1) Hardware repair/replacement initiated within forty-eight (48) hours of report of problem. The Gold Plan provides for a substitute card to be shipped within forty-eight (48) hours of confirmation of problem, via overnight delivery (applicable to those areas having such service available). This card may, at the discretion of Tech Source, Inc., be a direct replacement for a part, or may be a substitute while the original card is repaired and returned to the Customer. Tech Source, Inc., may at its option, replace a defective part with another level card, but never a card of lower capability than that presently in use by the Customer.

Customer shall contact the Company via email, telephone and/or fax with problem symptoms. Upon confirmation of a problem, the Company shall ship via overnight delivery (applicable to those areas having such service available) a loaner card. This shipment shall be made no later than forty-eight (48) hours after confirmation of problem. Upon receipt of the card the Customer will return the failed card to the designated Tech Source, Inc. address using the RMA (Return Material Authorization) number provided, within three working days of receipt of the substitute part.

2) Periodic software and documentation updates as changes, additions, etc. are incorporated.

3) Any hardware revision required due to software updates and/or hardware modifications deemed necessary by Tech Source, Inc.

4) The Gold Plan may be purchased at any time, but certain restrictions/benefits apply.

a) If purchased at time of original order, the price is based on total OEM discounted price rather than list price, and the forty-eight (48) hour substitution policy applies during the normal warranty period, rather than the standard warranty terms. If purchased at time of original order, Customer will receive an additional six (6) months of Gold Maintenance. This provides for eighteen (18) months of rapid turnaround service from the date of shipment

b) If purchased during the standard warranty period, Gold Plan will be for a twelve (12) month period. If purchased during the standard warranty period, the Customer has the option of retaining the balance of the standard warranty period under the terms of said warranty, and begin the Gold Plan with its terms on the day following the end of the normal warranty period.

c) The Gold Plan may be purchased after the expiration of the warranty period with certain constraints. If purchased after the expiration of the warranty period, the Gold Plan will be for a twelve (12) month period. Any products to be put under an extended Maintenance Agreement, after the warranty period has expired, must be certified by the Company to be in good working order and at the correct revision level. This certification involves the card being returned to the Company for inspection and if required upgrade/modification. The Customer bears the cost of freight to and from the designated Tech Source, Inc. site, along with any charges necessary to certify the product (minimum $300.00 US per card).

Silver Maintenance Plan (10% of the total list price)

This maintenance agreement may be purchased at any time, but discounts apply when purchased at time of order (see 4 below), and applies to hardware, software and documentation. This plan provides for: 1) Hardware repair/replacement completed within five (5) working days of report of problem and receipt of malfunctioning hardware. This may, at the discretion of Tech Source, Inc., be a direct replacement for a part, or may be a substitute while the original card is repaired and returned to the Customer. Tech Source, Inc., may at its option, replace a defective part with another level card, but never a card of lower capability than that presently in use by the Customer.

Customer shall contact the Company via email, telephone and/or fax with problem symptoms. Upon confirmation of a problem, the Company shall issue an RMA (Return Material Authorization) number and the Customer shall ship the part requiring repair to the designated Tech Source address.

2) Periodic software and documentation updates as changes, additions, etc. are incorporated.

3) Any hardware revision required due to software updates and/or hardware modifications deemed necessary by Tech Source, Inc.

4) The Silver Plan may be purchased at any time, but certain restrictions/benefits apply.

a) If purchased at time of original order, the price is based on total OEM discounted price rather than list price, and the five (5) working day repair/return policy applies during the normal warranty period, rather than the standard warranty terms. This provides for twelve (12) months of rapid turnaround service.

b) If purchased during the standard warranty period, the Customer has the option of retaining the balance of the standard warranty period under the terms of said warranty, and begin the Silver Plan with its terms on the day following the end of the normal warranty period.

c) The Silver Plan may be purchased after the expiration of the warranty period with certain constraints. Any products to be put under an extended Maintenance Agreement, after the warranty period has expired, must be certified by the Company to be in good working order and at the correct revision level. This certification involves the card being returned to the Company for inspection and if required upgrade/modification. The Customer bears the cost of freight to and from the designated Tech Source, Inc. site, along with any charges necessary to certify the product (minimum $300.00 US per card).

Bronze Maintenance Plan

This maintenance agreement may be purchased at any time, but discounts apply when purchased at time of order, and is applicable to either software or hardware, but not both in one plan. This plan is an extension of the warranty period for twelve (12) additional months. Both hardware and software plans may be separately purchased if so desired.

1) Hardware only contract provisions (4% of the total list price)

a) Hardware repairs within ten (10) working days of report of problem and receipt of malfunctioning hardware. Customer should contact Tech Source, Inc. by phone and/or fax with hardware symptoms. The Company will confirm hardware problem and issue a RMA (Return Material Authorization) number. Customer shall ship component to designated Tech Source, Inc. address via most direct method. The Company shall ship either the repaired/tested component, or at its discretion, a replacement card within ten (10) working days of receipt of defective component. Shipment to Customer will be made by the same, or equal, freight carrier and level of service. No LOANER BOARDS are available under this plan.

2) Software only contract provisions (30% of total list price)

a) Periodic software and documentation updates as changes, additions, etc. are incorporated.

Please contact sales for more information.