Service Information

1. Service Programs:

PerifiTech has four Service Programs from which to choose. All programs may be utilized as customer’s circumstances or situations dictate. Enrollment in one program does not deny participation in any of the other programs.

The following section outlines these five basic programs:

1.1 Standard RMA Service

1.2 Rapid Module Exchange Option

1.3 Spare Parts Program

1.4 Extended Time Warranty Program

1.5 On-Site Service Options (where available)

1.1 Standard RMA Program & Procedures:

Once it has been determined the unit is defective, through either direct (PerifiTech) or indirect (Reseller) telephone technical support, PerifiTech’s Customer Service Department will provide a Return Material Authorization (RMA) Number for return of the faulty product. It should be noted that with all direct Corporate accounts or authorized Reseller, there is both a designated technical support contact, and a designated RMA contact to make this process run quickly and unobstructed. An RMA number will be provided for each product to be returned.

PerifiTech performs warranty verification and preliminary testing within 72 hours. If no problem is found, unit will be returned immediately with a one hour labor minimum for No Problem Found (NPF).

When calling for an RMA number, please be prepared to provide the following information:

Your Company Name and Address
Model and Serial Number of Each Item
Description of Problem (the more detail, the better)
Original Purchase Invoice Number

All units returned are to have the RMA Number visibly marked on the outside of the shipping carton. Each RMA should be tagged with an accurate descriptive reason for return, and detail of defect. International RMAs are to be documented clearly and correctly as "US Origin – Return for Service", and all other appropriate local and US export documents. Failure to clear customs will be the responsibility of the shipper’s agent unless Federal Express is used for the shipment.

NOTE: No return shipments will be accepted without an RMA assignment.

1.2 Rapid Module Exchange Option:

In mission critical applications, where zero downtime is the objective, PerifiTech will assess a flat rate charge (varies with component covered; current cost schedule available upon request) to cross ship a replacement (or equivalent, if a non-current model/version) within 24 hours. This option can be exercised on any service call, stock levels permitting (99% history of in-stock position at time of request for 2004). The cross shipment becomes the replacement unit, serialization / registration is changed, and the balance of the warranty is in effect. Replacements may be new, refurbished, or factory reconditioned as equivalent to new. All modules will be honored with a ninety (90) day warranty or the balance of the original warranty.

Defective models that are not returned within ten (10) business days of cross-shipment date will be invoiced at the then current price. In cases where returned modules are found not to be faulty, the equivalent of one hour labor will be invoiced.

DOAs are handled as any other Rapid Module Exchange Option, except that the exchange is one at "No Charge" to the owner of the product.

1.3 Spare Parts Program:

When key accounts or Resellers are authorized and factory-trained (at no additional charge, based on volume and density of resources), PerifiTech will provide a spares price matrix, with recommendations on inventory model quantities. PerifiTech will provide a recommended list of critical and non-critical spares, and share candid Q.A. information to assist the service manager in forecasting adequate spares inventory and securing parts availability in critical times. These schedules are made available with the order confirmations on a project by project basis.

1.4 Extended Time Warranty Program:

Prior to the end of the Standard Warranty Program, an Extended Time Warranty may be purchased. Extension may be purchased in one, two, or three year increments. There are no differences in Terms and Conditions from the Standard Warranty Program. It is simply what the program states: Extended Time Warranty.

1.5 Onsite Hardware Maintenance Program:

PerifiTech offers the following levels of onsite service to select areas of coverage:

Contact PerifiTech for program details, areas of coverage and pricing information.

2. Other Terms and Conditions:

2.1  Non-Warranty Repairs:
If faults occur in the operation of any PerifiTech product after the expiration of warranty period, any product returned to PerifiTech will either be repaired or replaced, at PerifiTech’s discretion, at the then current repair price. Out of warranty rates are available upon request.

2.2  Missing Components:
PerifiTech will advise its customers if an RMA shipment is received with missing parts or components. In such cases, a written estimate of the cost of repair will be given to make the unit completely functional. Repairs will not proceed until written authority has been received.

2.3  Warranty on Service:
PerifiTech warrants all replacement parts to be free from defects in material or workmanship for a period of ninety (90) days from date of repair, or the balance of the original warranty, whichever is greater.

2.4  Warranty Limitations:
a. The PerifiTech Support Program, in general, and this warranty, specifically, does not apply to faults resulting from misuse, abuse, neglect, absence of recommended preventative user maintenance as defined in owner/operator documentation, modification, tampering, sabotage, accidents, Acts of God, natural disasters, fire, or to products serviced by unauthorized parties.

b. This warranty does not apply to any product from which PerifiTech’s identification number or plates have been removed, or which PerifiTech, at its discretion, considers has been repaired, altered, neglected, or used in any such way as to affect the product adversely (reasonable wear and tear accepted).

c. PerifiTech is not liable for damages to equipment while in transit to or from the equipment site. In the event visible or concealed damaged is observed upon receipt of a delivery from PerifiTech, it is the responsibility of the recipient to notify the appropriate freight company to file a damage claim.

d. Software products purchased from PerifiTech Inc. offer no additional warranties, implied or expressed, other than the guarantee to conform to the manufacturer’s written product description. Software will be upgraded, as necessary, to meet these requirements.

e. PerifiTech is not responsible for system and application software and/or hardware products not purchased from PerifiTech. In the event that non-PerifiTech product is found to be faulty, or at fault for the covered PerifiTech product failure, PerifiTech’s total liability is to return the configuration to its original specification and normal operating condition. The customer is responsible for periodical data backup and restoration of same.

f. Disclaimer of Warranty:
This warranty is given expressly in place of, and excludes all other warranties and conditions expressed, or implied, whether under common law, statute or otherwise, and is expressly excluded in every form of liability for loss damage, direct or consequential, resulting from defective material, faulty workmanship, loss or damage to products while in transit or otherwise.

3. Force Majure:

Neither PerifiTech nor the customer shall be liable to the other for failure to perform their obligations under the Program if such failures or inability to perform their obligations arise from causes beyond reasonable control of the parties. Such causes include, but are not limited to, Acts of God, natural disasters, labor disputes, industrial or transportation disturbances, strikes, or similar extenuating circumstances.